Joe Marconi

Well, not always. I am not an expert in the science of the Internet marketing thinking, but from my experience, consumers shop online to get a deal and to find out about a business in a non-threatening way. In a business such as ours, we need to build strong community-based relationships. Repair Pal brought us people from 20 miles away. These people were looking for the best deal by a reputable shop. Not a bad thing, but when your concern is with price, price will always be a forefront of the conversation. There is something about being associated with a "Repair Pal" or other online companies that gives you some accreditation, so the customer is always left with one question: "How much does it cost?"

I have tried Repair Pal, I gave it six months. Repair Pal did make the phone ring and we did get work from it. My only issue is that the type of customer Repair Pal brought in did not match my profile customer. They were very price conscience. So we ended the program. Repair Pal does have a great phone recording feature, which I really liked. I have spoken to many shop owners about Repair Pal, some love it and others don't. Sometimes you have to bit the bullet and try it to see if it is something for you.

Below is a link to a Lang report about how repair shops compare to dealers, tire stores and chains. Interesting reading. It's not surprising that dealers are fighting hard to gain our market share... http://campaign.r20.constantcontact.com/render?m=1101171307072&ca=be6ce32d-37d7-4fda-8ae8-a7f2b715196f

Thanks! Yes, looking forward to being there. It's a great event!

As we close the first quarter of 2017, it’s time to review our strategies and goals. Did we hit the mark? Did we achieve our goals? These are some of the questions we will ask ourselves. Business planning and looking forward is something that all shop owners must do. We review data, make projections and set goals. But, there are times when adjustments must be made to any set of objectives. Why? Life has a way of getting in the way at times. In the world of business, there is one thing you can count on: Everything changes over time. Think of it this way. You plan a road trip across the country. You plot out the number of hours per day you will be driving, where you will stop, times for rest and refueling, etc. On day two, you hit a pothole and damage a tire; putting you behind by half a day. On the third day, unexpected construction forces you to make a detour. This also puts you behind a half a day. The takeaway: There will always be things in life that will test your resolve and force you to readjust and realign your plans. Business is no different. Create your strategy, create clearly defined written goals. But know that life does get in the way at times. So be prepared to make course corrections on your journey.

I will be at the conference also. I will be giving two presentations: Avoiding and Overcoming Shop Owner Burnout, and The True Cost of Comebacks. Hope to see everyone there!

We are real exited about the May event. It's a lot of work, but the rewards are amazing. This is a great event and one that I would urge others to join in. Helping people in need is a great give-back to the community and will separate you from your competition. Shop owners, I recommend that you find out more about Family Service Day. Below is a link for more information: http://www.familyserviceday.org/

Racquet ball, Tennis and spending time with family.

Years back I would tell people, "Give me your keys, forget you own the car, I will call you when I know something." People today simply will not accept that. You bring up great points Gonzo. The average consumer has been changed by the "instant gratification" world we live in these days.

Tough situation, but I agree with you. Take the emotions out of the situation and you will do what is best for everyone. Trust me, every shop owners can share a similar experience.

If there is one thing I have learned in my 36 years in business, it’s that people make the biggest difference in terms of success. No matter what equipment you have, or tools or information system. It’s the quality of your employees that will determine your success. Think about this. If you were the coach of a football team and your goal was to win the Super Bowl, what would be your first goal? To assemble the best players possible, a team of superstar athletes. The fanciest stadium on the planet does not win games. It takes great players and a great coach. And a great coach understands that he needs to surround himself with superstars. Your repair shop is no different. If you want to attain great success, it will be achieved not only by your work, but by the work of others around you. Your success is truly determined by the having the right people and then by bringing out the best in them.

Meeting are an excellent way to get everyone on the same page. We have team meetings, service advisor meetings and technician meetings. We review company policy, new business, problems and issues and ways to improve as a team. We also review our goals and ask for input from the group. Just don't make the meetings a beat up session and make sure everyone has something constructive to offer. You never want the meeting to be a place to complain or tell war stories.

Now that is funny!

You are correct. I have been preaching booking next appointments for years. My wife's hairdresser can't leave the beauty salon until she books her next appointment. And she will get a phone call and a text reminder. Take from someone who's been around for decades, today you need to take a proactive approach.

It's hard to judge your entire operation, but from I see you need to hire a quality tech. Adding a lift too will help with production. As far as raising your rates, I feel that too many shops around the country grossly under charge what they are worth. However, you may have a production problem if your husband is wearing too many hats. Make sure you are charging for the little things, such as testing and diagnosing. You really need to sit down and analyze everything, get help through any organizations you are involved with, this forum can help and seek out help other friends in the business.

Back in the 1970’s, the success of the repair shop could be traced directly to three things: General Motors, Ford and Chrysler. Those cars needed a ton of repair work and broke down all the time I remember when a customer would come in asking for an oil change. We would almost laugh at the guy, “Park it out back, I’ll get to it later if I get the chance”, was the standard reply. Today, it’s a different world. When Mrs. Jones asks for an oil change, I urge you to say, “YES, we can do that!” Cars today are built better, don’t require as much maintenance and oil change intervals are ever-increasing. You need to take a proactive approach with every car in your shop. Don’t get tunnel vision and focus only on what the customer brought the car in for. Manage the vehicle’s car care needs. Explain the need for preventive maintenance, scheduled services, and other services such as wheel alignments, tire rotations, filters, etc. And lastly, make sure you inform the customer of their next appointment and book that appointment. Ok, I know what some of you are saying, “My customers don’t know what they are doing in 4 months and that strategy does not work for me.” I hear this all the time. Well, think about this; your dentist books the next appointment, and so does the eye doctor, medical doctor, hair dressers, chimney cleaners, boiler service companies, on and on. The bottom line is this. You can wait for the cars to come to you, and some will. Or you can take a proactive approach and increase those car counts and maximize your sales.

Perhaps the most significant thing in your article (for me at least) is the part about the grumpy old man in the corner of the shop. I have gained a lot of grumpiness over the years, but the experienced learned is priceless. I have pulled my share of rabbits out of the diag hat on many occasions, at the surprise of the young bucks. But it's not the years that count, it's like you state in our article; keep current and don't get left behind. Oh, by the way... I do not even care to learn or try to learn how to reset oil reminder lights!

I am going to use this!

Source: Got a bad apple in your Repair Shop? Remove it!

A shop owner friend called me the other today to complain about one of his technicians. He went on and on about his bad attitude, he comes in late, is always miserable, and brings down the morale of the shop. So I asked him, “Why do you keep him?” He replied, “He’s my best producer” How many times have we heard this story? How many times have you said those exact words? As a shop owner you need to come to terms with the fact that a toxic employee will bring down the entire shop. Making excuses or giving this employee a pass because he’s a great producer is not a valid argument. Eventually, the entire shop will spiral downward. Morale will deteriorate to a point where employees will shut down. In addition, the other employees will begin to question your judgment of people and “your” integrity. You will lose your credibility as owner of the company. When that happens, expect good people to leave. A bad apple will destroy the bunch, and never leave the bushel unless you physically remove it. Once removed, morale will go up and so will production. And don’t be surprised when your other employees come to you and say, “Hey boss, what took you so long?”