Joe Marconi

Contrary to what many people believe, having a perfect 5-star Google review rating is not something a business should expect to achieve. After all, no company is perfect. And Google realizes this too. There’s no denying that consumers look at online reviews and base part of their buying decision on these reviews. A great online review rating on Google is essential to draw traffic to your website and your business. However, it’s better to have a mix of great and not-so-great reviews. To consumers, a perfect 5-star rating looks suspicious; they expect some negative feedback. While most business owners get distraught over a negative review, how a business responds to the review is what’s most important. For automotive repair shops, a rating of 4.4 to 4.8 is probably what you should strive for. I am not suggesting that you don’t provide world-class service and quality repairs. However, the reality is that you are not going to please everyone. Another thing to consider is that negative reviews don’t hurt a business as badly as we think. Rather than worrying about negative reviews, shop owners need to focus on engaging and replying to all customers who leave reviews, which tells your customers, and Google, that you care about what your customers are saying. Responding to all reviews will also help your search engine ranking. The next time you get a negative review, remember that you will never please everyone. Use the negative feedback as an opportunity to learn from the feedback and positively promote your business.

I am sure of that.

Agree. Unless technicians are trained in the art of sales and customer experience, they should only have a simple conversation with a customer. Leave the sales and technical questions out of it. Years ago, I had a tech road test a car with a customer for a noise on turns. On the road test, the tech said, "Oh, I hear it, it's the left from wheel bearing, I have done tons of them. Should take under an hour to replace. And those bearings are cheap too." I learned a valuable lesson that day!

Got to keep the guys comfortable! Those fans will do it!

Wow, a blast from the past. Terry Greenhut was from my area in NY. I attended his seminars way back.

You bring up excellent points. And I agree. While it's fine to consider family time and cherish life itself, there needs to be a balance in life and we must not forget about our responsibility to who we are and our purpose of existing on this planet. Another thing I was taught by my father was to prioritize things in your life and put yourself last. Take care of family, the people around you, and yourself. Leaders eat last. This culture of a weak work ethic will become our demise, if not corrected soon. Your worries are founded in reality.

Interesting. How many days per week are you open?

Great tips!

Years back I used price as a filter too. If the customer said yes, and if the job was priced right...all good. Today, my fear is that even if you price the job high, and the customer says yes, the job may still be a pain in the neck to complete, and you stand a chance of not being as profitable as you thought. Great story about the Porsche. And this is right to my point. Some jobs are just too complex to even give a price on until you tear it apart. And then the shop is committed. Great conversation!

Is it possible to be proficient in all makes and models these days?

Did you have any type of training for the techs with regard to speaking to customers? Or protocol?

Wow, I can empathize and sympathize with you! I grew up in the gas station business, and we worked every day, rain or shine. We had to be there. I tip my hat to you for putting things in perspective and having the guts to make changes that affect you and your employees' lives. AND I CAN RELATE TO YOUR STATEMENT, "I still worry about being closed for repairs on Saturdays..." When I went into business, my father told me, "You will feel guilty when you take a Saturday off." Funny how so many shop owners think and feel alike!

All great points, I know all too well that feeling at the end of the day when spending 8 to 10 hours working in the heat. Great job for providing a comfortable workplace.

Wow, thanks for sharing that! Could you expand on what is important to you in the workplace? It would great to get your perspective.

Great points and I tend to agree with you. You also bring up a great point about the consumer. And Culture is King.

I agree with all, but especially like the fact you mentioned, "Great working conditions" as number 1.

I may be old fashion, but aren't we in a service-oriented business? Are employees today really interested in a 4 day work week? With that said, I think years back, most of us worked too hard, too many hours, and did not take enough time off. To me, time with family is perhaps a major consideration. Is there a balance? Work hard / Family time?

There's a lot of talk these days about a 4-day work week. Some discussions include the entire shop only being opened for 4 days, other discussions talk about rotating employees to work only four days, while the shop remains open for 5 or 6 days. I am on the fence about this. I do see the benefits, but it's not as easy as some may think. Thoughts, Comments?

This past summer set record heat in many parts of the country. As a former tech, I know what it's like to work 8 to 10 ten hours in 90-plus degree temperatures with unbearable humidity. Does air conditioning help with morale and productivity? Is the investment worth the benefits?

As shop owners, we are constantly finding ways to motivate our employees, and often we think it's money. Money does factor into motivation, but don't employees want other things? If we knew what motivated our employees, we stand a better chance of keeping them and improving morale and production. So, how do we find out? Do we ask them? Would they tell us?

Great perspective! Our current administration should contact people like you! The economics involved to invest in the future of a typical gas station, especially to replace underground tanks, is overwhelming to many. Even with this big push for EVs, there are so many hurdles to overcome. The blacksmith analogy is something I agree with. However, many smart blacksmiths became our first auto technicians and repair shops.

You bring up a great point! Way back, it was easier to tool up for most makes and models, the training was available, and the technical information was also pretty much available. Fast forward to today: the amount of specialized training, tools, equipment, and information needed is mind-blowing, compared to what it was.

Very innovative! Also shows the employee that you are thinking of him.

I think in the short term, the internal combustion engine is not going anywhere soon. But what about the long term? If the electric vehicle is to become the dominant vehicle model in the future, how does that change the traditional gas station business? I think it would be interesting to hear from our fellow gas station shop owners, and how they view their future.

Let's face it, we all need a certain income in order to pay bills and take care of our families. But when it comes to paying bonuses and incentives, money is not the only way to reward performance. Other than money, what non-monetary bonuses or rewards do you give to your employees?