Joe Marconi

Gonzo, in my experience, there are more mechanics willing to help a fellow tech, than those who will not. It's amazing how techs my complain about long work days or any hardships while getting "paid", but will help a fellow tech the entire weekend on a project car and work for FREE! The truth is, no one knows it all and everyone needs help from time to time. It's comforting to know that we can always reach out for help, and in turn, we are willing to help others.

A common discussion this time of the year is how business slows down in the mid-winter months. Not that you can always predict it. I have experienced some winters that were banner sales months. But in general, business does slow down for a number of reasons, especially in the colder climates: Credit Card bills from holiday spending, home heating bills, tax season, lost days due to storms and more. So, the question is, how does a shop prepare? Here's a few things that I do. Perhaps you add your owner strategies, which would benefit all ASO members: * Prepare in advance and flood your customer base with service reminders, winter promotions and other recommended services during the slower months. Try to increase traffic to your shop during the months that are typically slower * Review the history on all vehicles the day before the appointment. Look for previous notes and recommended service and repairs. Be prepared to discuss at write-up. * Make sure all cars get a multi-point inspection - identify needed service and repairs * Review the service history for all vehicles. Check for services due, services due soon and services never done. Again, this can be done prior to the appointment date and discussed at the write-up * At write-up, don't forget to ask, Is there anything else we can do for you today? Wipers? Tire Rotation? An oil change? * If you use email promotions, create email blasts around winter events, for example: "Its Valentines Day! Show your car some love!" Include a few winter tips and links back to your website and to book appointments OR... "Winter Driving Advisory: Is your car prepared for the upcoming storm?" Include a few tips; wipers, tires, washer fluid top off, heater working right, antifreeze, battery. And of course, links back to your website and appointments. * Check your CRM for customers that did not show up for their recommended service or repair. CALL THESE CUSTOMERS. Here's a tip; start calling your best customers, those are the ones most likely to come in. * Go back and review all invoices for the past 4 weeks. Look over the work orders and check service history too. You will find work that was missed, not sold and services that are due. Call these customers too. As you can see, a proactive approach is better than hoping people will come in. What strategies to you have?

This is a different tip this week, but important. There have a lot of phony scam phone calls claiming that the IRS is starting a law suit. If you receive a phone call claiming to the be IRS, hang up. The IRS does not use an automated phone message to start any correspondence, audit or law suit. Also, please pass this information to friends and relatives.

I remember when Sears was advertising a lifetime warranty on wheel alignments. It would annoy me when customers would ask, "Do you warranty your alignments for life?" I agree with you that there was a time when you paid for a premium product, and the company stood behind the quality with an amazing warranty. Snap On Tools for example.

Source: Improve Your Repair Shop Production with the Power of Praise!

According to a Gallup poll, 99 out of 100 people say they want a more positive environment at work. The study also says that employees are more productive when they are around positive people. If you stop and think about it, this speaks volumes. A positive workplace produces happier employees, which ultimately improves shop production. And one of the best ways to promote a more positive workplace is with praise and recognition. Everyone wants to be recognized for the work they do and want to know that what they do matters to the overall success of the shop. Without enough praise and recognition, employees become disengaged. When this happens, morale will suffer, and so will your business. Poor morale affects every aspect of your business, including customer service. As a shop owner, I know how difficult it is to run a repair shop. You spend so much time handling issues and problems. Sometimes it's hard to put aside the issues and find the good that's around you. But the reality is that if you want a more productive and profitable business, you need to have positive work environment. And that begins with hiring the right people, and then making sure that employees receive adequate praise when warranted and recognition for a job well done.

Gonzo, it is truly amazing how you take the ordinary things that happen and turn it into an interesting article. Years back a customer came in complaining of a smell. She said it smelled like something died in the car. Well, something did die. A mouse worked it's way into the vents and ended up in the heater motor. I had the pleasure of going on the hunt, finding dead Mickey, removing it and cleaning it. I will never forget that smell.

This is a classic! What an enjoyable read. Thank you for posting!

Source: Shop Owners: Has your repair shop reached success?

As a young child, my father would tell me that it doesn't matter what you choose to do in life, just work really hard and become the best you can possibly be. That was sound advice 50 years ago, and it's sound advice today. As shop owners, we are on a journey, not a destination. And, your success will always be determined by what you achieve, and not by the achievement of others. It really doesn't matter what the shop across town has achieved, or how many locations you have, or the amount of cash you have in the bank. Comparing yourself to others is not where your focus should be. Now, please don't misunderstand me. We can learn a lot from the success of others. And we should study how others have achieved greatness. What I am saying is that everyone has a different perspective on what that greatness looks like. Here's the bottom line: Commit to personal excellence, commit to continuous improvement, promise that you will help others around you achieve their personal success, maintain your integrity and ethics, don't accept being average, and above all, be the best you can be. If you do these things, you will attain success.

I agree with M-Spec. We don't know all the reasons for his multiple jobs. Now, with that said, I look for reasons NOT to hire. What I mean by that is we tend to make allowances and tell ourselves that we may be able to cure or somehow make this person a good fit. This may not be so. I totally understand that qualified techs are hard to fine, but do your homework. Have a long meeting/interview with him. Find out as much as you can about the person, not the tech. If you can provide a workplace in which he feels secure and motivated, then the odds of him staying are a lot greater. But, if he is the type of person that fizzles out on his own (for whatever reason), you will be the next shop on his resume. Many Master Techs get burned out too because the shop puts so many demands on them to be the savior of the shop. It takes a team to win a game, not one superstar. As with any potential hire, take your time and do your homework. The more you do in the beginning will pay off down the road. Good luck!

You are always in control over your own destiny. So, your strategy of looking back and planning for the future is sound. Having goals and putting a plan together is the only way to achieve what you want out of life. As far as helping people, you do that every day by providing quality service at a fair price. We sometimes confuse our mindset. Too many shop owners think that helping others is sacrificing the income we need and deserve. Set your pricing strategy to be probable and stick with it. Continue to bring value to your customers. Your best customers and future profile customers look at value, not price. There is a difference. Break down every aspect of your business. Clearly write down your goals and break down those goals into smaller short term goals, which will be the pathway to achieve you Long Term Goals. Review these goals often. Keep them at your finger tips. Lastly, know your numbers. Know preciously what is needed to achieve your overall objective. No one knows what the future will bring. But the best way to get out of life what you want is to help create the future. This is what you are doing. Good Luck! What you believe, you can achieve!

As we close out another year, it’s only natural to look back and reflect on our accomplishments and shortcomings. While this process has merit, we need to focus more on our accomplishments and strengths, than on our weaknesses. Take time to review your accomplishments and use them to spring-board your business and your life in the right direction in 2015. This strategy will help to encourage your future outlook and help to direct your behavior to think in the positive. Let’s face it; there will always be obstacles to overcome. That’s called…life. But business, as in life, is not a destination, but a journey. And just like any journey, it’s the experiences we encounter on the way and how we react and learn from those experiences that really matter. Happy New Year!

From my experience Yelp has mixed reviews. Some shops love it and others don't. As with any marketing strategy, sometimes you need do your homework, see if it fits into your business model and give it a try. We have tried many things in the past, some work, some don't. The ones that work you stick with. For obvious reasons, I will avoid endorsing any particular company.

This is the first conference for Ratchet and Wrench. I will be there and I also will be presenting two seminars. One on Sales and the other on creating the right work environment, which will also incorporates leadership. I hope to see many AutoShopOwner.com friends there.

I want to wish everyone the very best this holiday season. I hope that each of you get to spend quality time with family and friends and enjoy the things that matter the most. Happy Holidays! Merry Christmas and Happy New Year!

The holidays are a great time of the year to strengthen your relationship with employees and customers. Spend time with customers and employees discussing holiday plans and family. Show everyone that you value people first, profit second. Make sure you are genuine and show sincere interest in others. In the spirit of Christmas, the more you give the more you will receive. And of course, never forget your own family. Happy Holidays, Merry Christmas and A Happy New Year!

Gonzo, your articles are extra special around Christmas. Thank you so much for what you do for AutoShopOwner! Merry Christmas, Happy Holidays and Happy New Year!

You bring up excellent points, and I agree. The key thing is to understand your business model. In your case, it would be financial suicide to bring in "Oil Change" waits. Also, for you the Oil Service is the way the way to go. On the other hand, there are many successful general repair shops that have dedicated oil service bays. They use those bays to bring in additional cars for Oil changes in the hope that they can create new customers and up-sell work to the other production bays. There also needs to be a balance. Too many oil change waits can kill a business. The mindset of a wait customer is get it in, get it out, and on to the next task of the day. If we as an industry can only sell more Oil Services, we would all be in a better place. Great post!

Below is a link to an interesting article about Delphi and the technology it is bringing to the industry; such as advanced technology that will actually communicate to traffic lights and other cars. How will this technology affect the collision business remains to be seen. Here's the link, a must read for those in the Body/Collision Business: http://www.bodyshopbusiness.com/delphi-advances-automated-vehicle-project-at-ces-2016/?eid=284835314&bid=1258239

This is a shocker, but here's link to an article on a potential sale of Advance Auto Parts to O'Reillys Auto or to an investment firm. According to a report in StreetInsider, auto parts retail giant Advance Auto Parts (NYSE: AAP) is exploring a potential sale of the company after being approached by an interested buyer. StreetInsider, referencing a source "familiar with the matter," states that the potential offer could fetch up to $200 per share if a sale is successful. The company's stock as of Wednesday afternoon was trading at $161 per share, up 9 percent from Monday's close of $147.61 per share. Negotiations, however, are said to be in the early stages and may not lead to a deal. Read more: http://www.bizjournals.com/triangle/blog/real-estate/2015/12/advance-auto-parts-shares-spike-on-reports-of.html?ana=yahoo A must read!

Source: Will the Mild Winter Hurt Business?