Joe Marconi

AAA has a long history, and has been a partner to the auto repair and service industry, especially with Approved Auto Repair (AAR) certification for the independent auto repair shops. But, in recent years the AAA has caused a lot of friction among shop owners, resulting in many shop dropping their affiliation with the AAA. For a number of reasons, I too have decided not to renew my AAR contract with the AAA. Let me be clear, AAA is regional, so the northeast may have a slightly different program from the southwest. But, we need to remember, that the AAA in the eyes of the consumer is one brand and they do cross channels with their concepts and objectives. AAA has competing shops in some areas in the country, and in some regions wants a backdoor access to the shop's customer information through the shop's business management system. This is a step in the wrong direction. Whether you are an AAR shop or not, you need to be informed on this important issue. Below are a links to a few recent articles in Ratchet and Wrench, one written by Mitch Schneider. I strongly urge you to read them. http://www.ratchetandwrench.com/RatchetWrench/December-2015/Vision-and-Visionaries/ http://www.ratchetandwrench.com/RatchetWrench/April-2016/Regional-AAA-Network-Changes-Put-Pressure-on-Shops/

First, I am very superstitious. Gonzo, you know I have been around the block more times than I care to admit. Every now and then, for someone reason I will think of a customer I have not seen in a while, and that day, the phone will ring, and it's the customer I was thinking of. If it happened only a few times, I could call it coincidence,but it happens a lot.

Source: High shop morale improves productivity

When a workplace suffers from poor morale, so does productivity. When a company enjoys high morale, productivity improves and profit follows. It all starts with the leader; the shop owner. You set the tone. Your attitude will dictate the direction of every employee. Too many work places suffer from poor morale. And it doesnt matter that you have the best tools, the best training, top techs and top service advisors. Without a healthy workplace environment, you will never reach your potential. You will also lose key employees. People do not want to work in an environment filled with stress and drama. As a shop owner, set the right tone each day. Look for things to be thankful for. Dismiss negative thoughts and make it a point to thank the people around you. Is this easy? No. But if you want to succeed in this tough economic, competitive market, you have no choice.

Welcome Vinny to Autoshopowner.com! Your friend has quite a challenge running a one man shop. Perhaps he should join and the members can brainstorm ideas. There are a lot more considerations in addition to parts ordering.

Welcome to AutoShopOner.com! Looking forward to conversations on the forums.

Great classic! It happened again, and it will continue. Perhaps someone has welded us inside the gate?

I agree Frank, and nice to see you on the forums!

Kristina offered to show her, but she wasn't interested. In fact, after she sat down, another customer who was also waiting for his car said, "why don't you let her show you?" She ignored him too. We have come a long way, but still hold the perception of mistrust in some people's mind. We all need to do what we can top raise the image bar.

Thank you, great info.

The other day, one of my service advisors, Kristina, was speaking to a customer about worn control arm bushings on her Honda. The customer was in the waiting room, sitting and reading a magazine, while her car was being serviced along with a New York State annual safety inspection. Kristina got half way through her explanation of the control arm bushings when the customer said, "Stop right there." She then opened up the magazine she was reading (a copy of March 2016 Issue Consumer Report), which was in our pile of magazines and said, "Look here, Honda control arm bushings are among the 5 Sneaky Mechanic Scams!" Kristina did not make the sale and Thank You Consumer Reports, a motorist is now driving a car with worn lower control arm bushings; a potentially unsafe condition. The Consumer reports article was written by a so-called expert, and is slanted against the repair shop. No surprise there, we are easy targets. I don't know how that magazine got into my waiting area, but I will pay more attention to the magazines I offer to my customers. I will also voice my opinion to Consumer Report Magazine and urge everyone to voice their opinions too. PLEASE NOTE: I checked online and the March 2016 Issue is not on the web yet.

I want to wish a Happy Easter, and the very best to you and your family.

Great story, a little scary about what happened at the trans shop. I had a similar situation years back. And I agree with Xrac, a story worth repeating!!!

I don't mind at all...my goal is help raise the level of the entire industry through shared knowledge.

That is funny! Something tot think about too!

Gonzo, what can I can...you never cease to amaze me. I am going to sound like a broken record, but this is one great article! Thanks for the continued contributions to ASO. Saturday's with Gonzo! Amazing!

Source: Why technician pay incentive bonuses may backfire

I was speaking with a shop owner the other day about an issue he is having with technician comebacks. After a series of questions, the reason for the comebacks became clear. At the start of the year he implemented a very aggressive growth strategy, putting a lot of emphasis on quotas, sales and labor production. The strategy also included increased bonuses for the service advisor and techs for hitting certain goals. Now, at its core, this is not a bad strategy. However, the focus was on quotas,sales, profit and production. What was lacking was a process to ensure that quality was maintained, and basing sale decisions on what is in the best interest of the customer. A focus on quotas instead of service quality, is a recipe for eventual failure. For example: Instead of setting a quota to sell 5 batteries this week and 10 sets of wiper blades, create a process that your technicians will test all batteries and inspect all wiper blades. This strategy will achieve the same results while maintaining a focus on quality and integrity. The bottom line is we all need goals. But we also need to maintain quality. So, when setting your goals, include a quality control process to cut down on mistakes before the customer gets his car back. Put emphasis on customer service and integrity. Celebrate positive customer reviews. And lastly, base all service and repair recommendations on what is in the best interest of the customer.

Sorry, we do not perform that service. If a customer asks us about tinting we recommend a local business that does it.

The controversy is heating up as we move closer and closer to self-driving cars. Below is a link to an article in Body Shop Business Magazine. http://www.bodyshopbusiness.com/aaa-survey-finds-three-quarters-of-americans-are-afraid-to-ride-in-a-self-driving-car/?eid=284835314&bid=1336714

Business has been up and down the past month or so. Some shop owners say that business this past winter was ok, others complain that the lack of a real winter hurt business. My advice, forget about the past and plan for the future. The world of auto repair and servicing has changed. We need to be proactive, not reactive. For those old enough to remember the 1970s and the 1980s, cars broke down at an alarming rate. Being proactive was unnecessary. There were broken cars lined up in front of our bays every day. Well, the good old days are gone. Today we need to be proactive. Every customer is an opportunity to build a relationship. Speak with your customers. Make sure you find out what their auto needs are. Create an amazing experience that tells the customer: Please return. Explain the benefits of preventive maintenance. At car delivery, discuss their next service, book their next appointment, and let them know of any upcoming needed repairs. Little things such as informing customers about their next tire rotation, next wheel alignment or next scheduled maintenance can make a big difference. And of course, send out those service reminders. Remember one thing: Every car in your shop today will need futures services and repairs. Will they come back to you? In other words, become more proactive and not wait by the phone for the customers to call you. That may not happen these days.

Brilliant article Gonzo! Why is it that when ever I think you wrote your best article, you write one even better?

There are many companies, programs and even some payroll companies that can help with employee manuals. Just make sure that any employee manual meets with state, Federal and local laws. So have the manual reviewed by proper legal counsel.