Joe Marconi

What you say is so true. We are at a crossroads in our industry much like the old blacksmiths of the late 1800s. Those that looked at the automobile as death to their businesses, didn't make it. Those that saw opportunity became our early auto repair shops. What we need to focus on is not what was, but try to prepare for what's coming. I have been in the auto business for nearly 50 years and technology has always been both an obstacle and an opportunity. What is coming will change our business model, that is for sure. But we need to find ways to capitalize on what's coming and adjust our business models to meet the needs of the future. It will not be easy, but I have faith in the independent shop owners. Why? We have confronted adversity before and always found a way to survive and thrive.

Great points JimO, especially with regard to the time it takes to do a proper oil service these days, and the time needed to reset the maintenance lights. This all leads to rethinking the costs and what to charge the customer. I do think that we need other ways to get our customers into our shops. Years back we would see customers 4 to 5 times a year for an oil change service, and the oil change was a lot simpler.

That is a great question. Out of the 50 states in the U.S., only 16 have a safety inspection program. So, most cars in the U.S. are not regulated at all by a safety test. I am from New York, and we have an annual safety and emissions test. The emissions test is just an OBD check. Safety standards are set for tires, brakes, steering, suspension, lights, wiper blades. Many states have done away with the required safety inspection, not sure why. The annual safety inspection in New York has always been a great way to ensure that cars are safe on the road. One thing, as in your country, there are repair shops that "bend" the rules too.

Let us never forget what happen on Sept 11, 2001: On September 11, 2001, 19 militants associated with the Islamic extremist group al Qaeda hijacked four airplanes and carried out suicide attacks against targets in the United States. Two of the planes were flown into the twin towers of the World Trade Center in New York City, a third plane hit the Pentagon in Arlington, Virginia, just outside Washington, D.C., and the fourth plane crashed in a field in Shanksville, Pennsylvania. Almost 3,000 people were killed during the 9/11 terrorist attacks, which triggered major U.S. initiatives to combat terrorism and defined the presidency of George W. Bush.

Eric, I see that you are from "Across the Pond." Welcome and great points of view. I like when we get perspectives from other parts of the world. How did you find Auto Shop Owner?

Frank, that's for the recognition, and you make a great point. When I started my business in 1980, I was a trained technician and ran my business that way. And oh boy, the mistakes I made from thinking as a tech when talking to customers. it cost me big time! Now, as you pointed out, I went thru a TON of training and learned the art of speaking to people and building relationships, among other things. I know it IS possible to have techs speak and discuss things with customers, and there is a place for that. But the shop must have a protocol on the do's and don'ts. Hope this makes sense.

I agree with all the comments. For the last few years I was in business, we were very careful what we scheduled as a wait. And if the customer gave us push-back and had to wait, then it was explained up the front what could occur if something goes sideways. BUT, customers still got upset. For that reason, wait customers were reduced to only certain simple services, and mostly on newer cars.

Even with tracking your employees, I still say that only a limited select few services can be performed on the road. Technology and the necessary tools are just a few of the driving forces that makes it very difficult for mobile repairs.

A great message. The customer's perception is the one we need to understand. It does all come down to marketing, and letting some terms go.

How do you cross-train your employees on every aspect of the customer experience? Also, techs will greet customers, work on their cars, and then perform the car delivery process?

Ha! You get right to the point! You make great points, Frank!

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