Joe Marconi

I perform accident investigates for the NY State Troopers and for many law firms and District Attorneys. We have investigated hundreds of accidents and only one ended up in an explosion. That happened when a drunk driver crossed the double yellow line in a F550 Flatbed and went head on into a Dodge Neon. We did have a few fires caused by a collision. Remember the Ford Pinto in the 1970’s? I worked for a Ford dealer back then when all the Pintos were recalled because supposedly the car would explode when hit in the rear during a collision. I never personally heard of one exploding but it was all over the news.

First, making points with God is a good thing. You bring out a good point: if the inspection was done a little bit better, it would have been easier to charge a little more at that point. I think I will take this approach and also inform the customer beforehand that we may encounter additional problems. In this way the customer is somewhat prepared.

I have heard this from others. Many shop owners find it very difficult to commit to a long term program. You need to have the right mind-set to continue. I do believe in continued training, but I enjoy having control over what seminars and clinics I attend. Plus I like variety. Going thru AMI classes, including home study classes, is something that I would encourage every shop owner to participate in.

You are too much, that's funny.

I will make top priority, expect something this month.

I think I may create a forum or business section in AutoShopOwner that talks about tracking key numbers, with explanations and how-to information. What do you think? I have been thinking about this a lot lately. the problem is the time. But, I think shop owners will get a lot a value from this. Non auto business training is good. It makes you more well-rounded.

I can totally relate to your story too. It happens in my shop. I have expression I use often with my service writers: Be competitive when you need to be, be profitable when you have to be. Too many times, the service writers are thinking with their own wallets. Too many services are discounted because they want to make the sales. I understand this. It's a tough economy today and people constantly complain. The service writers get bombarded all day long from the public and can get gun shy. But, I am with you...in order to remain profitable we need to keep track of every job

You are right; it's another sham perpetrated on the American people. He’s a good story; A customer of mine went into a Jeep dealer during the clunker program and made a deal to buy a new Jeep Grand Cherokee. The dealer made him a nice deal, thousands of dollars off, and he almost signed the papers. My customer then told him he had a 10 year old Jeep at home he would like to trade in under the clunker program and get the $4500. The dealer turned around and told him he would have to charge FULL LIST PRICE for the new Jeep! This is after the salesman made him a deal. My customer walked out disgusted, brought us the old Jeep and we put tires, brakes and performed lots of service work on it. He ended up giving the old Jeep to his son in college.

We will, our paths are bound to cross.

So, let me understand: this deal was to get old clunkers off the road, get newer "greener" cars on the road and help AMERICAN car companies????? What this does not show were all the Hummers and other large SUV's sold. Where are we headed in this country?

How was 2009 sales compared to previous years? Many shop owners I speak to in my area say sales were up, some say they were down. It's kind of mixed.

Is this a stand alone seminar or a long term program? First let me tell you that management training is the key to the success of your business. I have attended many one day business seminars and multi-day seminars. I have never personally enrolled in a long term commitment program. I know shop owners who have been enrolled with Management Success Program and other similar long term programs. I have heard some negative stories and many positive stories. It’s like going to school; you will get out of it what you put into it and what you commit to. These programs can be life-changing. It will take a lot of work on your part to make it work. Is it worth it? Only you can answer that. I personally like one day seminars and clinics or multi-day seminars. I also take college courses on business, finance, marketing, advertising, customer service, etc. I am an AMI Graduate (Automotive Management Institute) and part of Bob Cooper’s Elite program. I am also involved with business councils which can be very beneficial. And, I read constantly about business. Hope this helps????

The other day one of my techs was replacing front brake pads and rotors on an older Subaru. The caliper bracket bolts were seized and one of them snapped off. This is a common problem and we are well aware of it. We try our best with rust busters and heat, but sometimes nothing works. The tech drilled out the broken bolt and finished the brake job. No problem, right? Here’s the problem, who pays for it? Me,or the customer? I asked the tech if he informed the service writer. He said he did. I asked the service writer if he told the customer and up-sold the repair. The writer told me it was a hard sell just to sell the brakes and felt he could not approach the customer. I informed my service writer that I did not buy the car, build the car or break the car. I did something that maybe I should not have done; I went into the customer waiting room myself and explained the situation and sold the caliper bracket repair. My issue is this. Are they times when we can't charge and we just have to eat it? I say yes and no. That depends on the situation. I also think that this particular writer needs more training in customer relations. What do you think? Charge or not charge? What policy do you have?

We go back 14 months for most in-house mailers. We try to be as consistent has possible. The key is to keep doing it. You can tweak the program from time to time, but once you start, keep it going. It will build on itself the longer you do it. We also advertise, on the mail piece, a contest for a free oil change. We have a monthly drawing. Customers bring their post cards in and drop them into a box on the service counter. We announce a winner each month. It's a great way to track the effectiveness and to create excitement. It also increases your response rate.

As we celebrate the start of 2010, I want to thank the members of AutoShopower.com. You have made this forum a powerful and informative network. Shop owners are a rare breed of hard-working business people that are dedicated to their profession and to the motoring public. I have learned a lot from so many shop owners and it makes me proud to be part of the finest industry in this great nation…The Automotive Shop Owners of America. I want to wish everyone a healthy and prosperous New Year! Joe Marconi

Keep him around and often, he is good for morale and for business.

Posting on New Year's Eve...you deserve a medal, you are a trooper! I am glad to see the year ended on a positive note for you. We are not out of the woods yet with respect to the economy, but we have all weathered the storm and have become stronger. Our sales were up significantly due to our expansion. Our challenge for 2010 will be to keep the momentum going. I too wish everyone a healthy, prosperous and joyful New Year!

The other day one of my techs was replacing front brake pads and rotors on an older Subaru. The caliper bracket bolts were seized and one of them snapped off. This is a common problem and we are well aware of it. We try our best with rust busters and heat, but sometimes nothing works. The tech drilled out the broken bolt and finished the brake job. No problem, right? Here’s the problem, who pays for it? Me,or the customer? I asked the tech if he informed the service writer. He said he did. I asked the service writer if he told the customer and up-sold the repair. The writer told me it was a hard sell just to sell the brakes and felt he could not approach the customer. I informed my service writer that I did not buy the car, build the car or break the car. I did something that maybe I should not have done; I went into the customer waiting room myself and explained the situation and sold the caliper bracket repair. My issue is this. Are they times when we can't charge and we just have to eat it? I say yes and no. That depends on the situation. I also think that this particular writer needs more training in customer relations. What do you think? Charge or not charge? What policy do you have?

Dr. Dave, any updates, thoughts, comments, questions?

Where do you find these things? Keep them coming!!! I kind look forward to what you find next.

You said the fee is 5% of gross sales. This can be quite steep. I guess you need to judge if the affiation is worth the price. Do you attend any other business training? Do you track any key numbers?

First, AutoShopOwner.com is here to help. With 25 years in business, you are a veteran. Your business skills, along with technical skills will become your greatest assets. This is a great time to get into the auto repair business, with so many dealers folding. With 2 bays you may be limited to what you can do. Is there room to grow? I would focus on service maintenance and basic undercar/underhood work. This brings the greatest profit and will allow you to build the business with much needed cash. Be careful with taking on too many hi-tech jobs. You will struggle with this, due to your many years as a tech. Here is web site where you can get auto management training; http://www.amionline.org/ Please keep in touch and post all the questions you may have. Joe Marconi

Are you required to follow a particular plan? Also, are you required to participate in any formal business training? The reason I ask is this, I am thinking about adding new content to AutoShopOwner that will give its members a better understanding about business. I am not sure what direction to go. You appear to have a distinct advantage over shop owners I talk to. I am involved with a few business groups and councils and the problems basically is the same...they don't have formal a plan. Do you think it would be helpful to add to the download section modules pertaining to business? For Example: Understanding Your Key Numbers, How to Track Tech Productivity, Shop Efficiency for Profit, How to Price Parts for Profit…etc. Members could download the information; it would be our way to start online training. Thoughts? Comments?

I know the concept from a book by Brain Tracy, called "Eat That Frog". The book is all about completing tasks and organizing your life.

Would you say that being a franchise gives you an advantage over many independents facilities? The way I see it is that one of the major differences between franchise models and independents is that the franchise has a plan. Independent shop owners are mostly former technicians with very little formal business training.