Joe Marconi

I don’t think there’s an auto repair shop in the country these days not looking to hire. At the top of the list is finding qualified technicians. However, while auto repair shop owners may be on the hunt for new workers, they shouldn’t forget the people they employ now. A recent Gallup poll found that while job seekers consider pay compensation and benefits package their primary consideration, it isn’t why many employees feel disengaged at work and may be looking to quit. A recent Gallup poll revealed these three main reasons why employees are disengaged at work: Not seeing opportunities for development Not feeling connected to the company’s purpose Not having strong relationships at work Shop owners, study the above bullet points and think about what you can do to get ahead of any employee who feels disengaged at work and may be looking over the fence for greener grass. Create a work environment where people feel wanted, praised, and recognized for their work. Make sure your employees feel connected to the company’s goals, vision, purpose, and mission. Lastly, build a career path for your employees that combines the needs of the business with the future goals of the individual. What it comes down to is culture. A strong workplace environment with high morale and the right culture will send a strong message to your employees and go a long way in helping to retain key employees.

Seats Are Filling Up for October's Fly With The Eagles Course in Indiana! Only a Few Seats Remain for Elite's Fly With The Eagles, October 4th-6th in Indianapolis, IN! *Mitchell 1 and JASPER clients - ask about your additional discount!* If you can't attend all 3 days, don't worry! You have the option to reserve single-day seats as well. The Fly With The Eagles course will give in-depth training on how to make your business more successful. Learn exactly how to: Improve your skills in time management, leadership, and goal setting · Fully understand your shop’s financials and key performance indicators · Find and hire superstar service advisors and technicians · Turn your existing employees into self-motivated superstars · Fill your bays with the right kind of customers through new marketing programs · Utilize your step-by-step Action Plan to ensure your ongoing success This series is presented by Joe Marconi and Kevin Vaught, who have both experienced extraordinary success as shop owners as well, so it’s no surprise that Fly With the Eagles is heralded by many industry leaders as the most powerful shop management series available to shop owners and general managers. Register soon, because space is becoming extremely limited!

Years back it was common to perform oil changes every 3 to 5,000 miles, and we would see customers 4 to 5 times a year. Today, you are lucky if you see customers once a year for an oil change service. So, what are you doing to maintain customers on a more consistent basis?

Great information, and great tip!

There seems to be a lot of mixed reactions since COVID on customers waiting for service. For many shops across the country, most customers drop off their cars for service these days. What's your strategy? Does it depend on your business model?

At the Elite Invitational this past June, held in San Diego, we invited a customer panel to discuss a variety of issues with the auto industry. One of the things we discovered was that consumers don't know the term "Technician" and still refer to us as "Mechanics" This is important to understand, especially with our internet marketing. For example, a consumer may Google, Auto mechanic near me. Thoughts? Opinions?

I can see your point, but you did nothing wrong. Just provide an exceptional workplace. While not every shop can afford to showcase itself with the newest and the greatest, they can provide a great workplace environment. Plus, isn't having shops that set a certain standard help raise the bar?

Labor rates are not only affecting the auto repair industry. This past week, I spoke to a good friend of my who owns a heating repair business. He says his labor rate now is $175.00 and that will go up the first of the year, 2023. His reason, in order to keep and attract quality people, I need be able to pay them, and still earn a profit. I have been in the auto repair business since 1974. We have been too cheap for too long. However, we need a balance between being profitable and competitive. And we need to pay our employees the wage they deserve.

Wow, now that is an issue that is worth discussing: How do you set up a process that keeps track of your mobile employees?

From my perspective, the key point in your strategy is in the last few sentences when you state that you will be selective about what you do. It will be interesting to see how your plan progresses. Keep us posted.

If you think about all that goes into servicing and repairing cars these days, it's hard to imagine being efficient at it. It has to be limited to basic and simple tasks.

No doubt, a great service for your customers.

According to Lang Marketing Aftermarket Consulting, Mobile repair and service is on the rise. I have mixed feelings about this, since repairing and servicing cars today is so complex. BUT, can mobile service be used to attract new customers, or used as a strategy to check the car out at someone's home or work, with the ultimate purpose to get the car to your shop? From Lang Marketing "Mobile Repair currently represents only a small portion of the Do-It-For-Me (DIFM) market, but it is growing at an explosive rate. As the DIFM light vehicle market plunged during 2020 and rebounded in 2021, Mobile Repair grew many times faster than the overall DIFM market, unhindered by the onslaught of COVID-19." Sources: Lang Marketing Resources, Automotive Aftermarket Consulting, Research and Analysis

I have heard from a few shop owners, that they are afraid to send their techs to a training event because they fear that they will be recruited by another shop. How do you feel about this? Perhaps it's time to sit down with your techs and see if all is ok? People quit for a number of reasons. Should we get ahead of this, if this is a real problem these days?

Wishing everyone a Happy Labor Day! I hope you take the time to spend with family and friends. You deserve a little R&R.

"In Search of Excellence" was a book that changed my way of thinking, way back in the 80s. One of the best strategies I gained from the book was MBWA (Management By Walking Around). To think that a simple process of walking through your shop and talking to your employees about all different topics, not just business either, would become a key part of employee management, boost business, and improve morale. Great book. Recommend reading, even though is nearly 40 years old.

Agree, that's the problem; we don't always know what potential violations we may have.

The last two years have been emotional times for workers in general, and priorities are all over the place. Personally, I think it is due to too many entitlements, or the perception of entitlements. It use to be, "Let me work hard, show my boss and/or manager what I am worth, and then we can sit and discuss my future." Build the best pay package you can. Include all the benefits you can offer. Look for quality people and don't give up. Also, consider growing your own through apprenticeships. As a business coach, I have given this advice through the years, with success. I know this may not meet your immediate needs, but it will pay off in the long term. Look for techs leaving dealerships too. Stay positive. I know it's a tough road, but mindset is everything. Good luck!

Yes, I agree. We tend not to see all potential violations and can get complacent over time. It's always good to get a pro's eyes to look at our shops. And not just to protect the shop owner, but also to maintain a safe workplace for your employees.

Thanks Larry, yes, we took content from the Elite Fly with the Eagles course. These tips will help shop owners avoid employees looking to leave. It's not all about money either. Surveys from Gallup and Glassdoor reveal that the company workplace culture is perhaps the number one reason why employees quit.

Words of wisdom, Frank! I need to admit, that I would be devastated when I got a bad review but learned the reality you speak about.

All great points. While we need to strive to please all, and provide the very best in customer service, the customer experience and quality repairs, the fact is that people are people and we cannot be everything to everyone.

It appears that the economy is not out of the woods yet, with inflation and the Feds looking to raise interest rates more. While gas prices are down (at least for now), there are other economic factors in play here that may affect your customer's wallet. So, is it time to tighten your belt a bit and squirrel away cash for a rainy day?