Joe Marconi

The Fourth of July, Independence Day, marks the historic date in 1776 when the Declaration of Independence was approved by the Continental Congress. The written declaration stated that the American colonies were tired of being ruled by Great Britain. They wanted to become their own country.

7 hours ago, Gerald Martin said:

But the truth is more complicated than this.  The reason so many good shop management systems exist is evidence of differing priorities in software choices.  For instance, if you want a system with powerful inventory features and financial controls, Protractor is going to be a strong offering.  If it's important to you that your shop management software runs in a browser on any device, then probably Tekmetric, Shopware, or ShopMonkey (or other similar browser based programs may be the best fit.  If keeping your data off the "cloud" and on premise is important, then Mitchell or several other offerings may be the sweet spot.

In general, I wish the shop management software companies would focus on improving shop management features - client and vehicle records, parts cataloging, inventory, estimating, reporting, invoicing, etc.   It seems there is a bit of a trend for the shop management software companies to try to become some gigantic all in one leatherman tool that includes DVI's and more...

There are other great companies innovating in the DVI area.  Why not innovate on what you do best, and focus on integrating well with industry partners?

Just my thoughts.

Great points, Gerald!  Perhaps the most frustrating is that fact that changes and enhancement's come slow and not always in line the requests from the users. There is no one-size-fits all, but I do believe that being able to customize the software is something that should be considered. 

I read just about everything I could on the auto repair industry. It seems many repair shops are doing great, some, not so great.  Plus, working with repair shops as an Elite Business Coach, I see areas around the country that are having banner years, and other areas where business has slowed up a bit.  It's hard to get a handle on the state of the industry.

How is your auto repair shop doing, compared to the past few years? Do you feel the we are headed into good times or not so good signs. 

I know that this is not an exact science or a formal survey. But I think it would be interesting to get first-hand information from our members. 

There is new technology coming out that will enhance the online scheduling process.  Should auto repair shops invest in more technology to increase online scheduling?  There is also some merit to the fact that many people would rather not call their auto repair shop, and simply book an appointment from their phone or computer.  

Are you using online scheduling? If so, what's your process and how is it working? 

Featured in Ratchet and Wrench Magazine - June 2023 

Steve Jobs may have been best known as the co-founder of Apple Computer and a great entrepreneur, but his style of leadership and management was highly controversial. Jobs would schedule meetings with his team, then randomly point to someone and ask, “Tell me what’s not working at this company?” After that person gave their opinion, he would then turn to the group and ask for everyone’s feedback. Then he would point to another person, and say, “Tell me what is working?” While his technique may appear divisive, Jobs placed a high value on getting valuable feedback. Which meant that he had to know the truth, no matter how ugly it might be.  

For most people, it’s difficult to receive critical feedback. No one enjoys learning that we dropped the ball, or that something isn’t going right. And how often does an employee walk up to you, and pull you aside to inform you of bad news? Not very often, right? While receiving praise and recognition does motivate us, growth opportunities also exist when things go wrong. How we deal with adversity and bounce back from failure tells us a lot about our mental toughness. Great success is never dependent on everything going right all the time. That’s not reality.  

Look at it this way: getting only good news all the time is mostly useless. On the contrary, bad news can be good news. And we should accept and welcome it. If employees are reluctant to bring you bad news, it’s an indication that they may fear confronting you. As the shop owner, you need to do a little self-reflection to ensure that you are a leader that is approachable, and not on the defensive when an employee wants to sit down and discuss things. Be mindful of how you interact with others too. Your body language and the tone of your voice will either draw people to you or push them away.  

Make it known that you want to create a work environment where feedback, especially when things go wrong, is accepted and welcomed. Remember, if people fear bringing you bad news or only tell you the good things, you may not have an open environment where people feel they can discuss all issues, good and bad. It’s also important to realize that to give critical feedback to others, you must be open and willing to receive critical feedback. 

At the start of any team meeting, let your employees know that you will be asking for everyone’s opinions on ways to improve. Emphasize that you want to hear not only what’s going right, but also where the company is failing. People’s opinions may not be shared by everyone, but one’s perspective is their reality. We need to listen to all voices. Be transparent and let everyone know that you will listen to everyone and do your best to act on everyone’s feedback. Another thing to be aware of; don’t allow an atmosphere that encourages gossip or venting. This will promote negativity and bring down morale. You need honest, healthy feedback that everyone can accept and learn from.  

The bottom line? The next time someone brings you bad news, look them straight in the eye, smile, and say, “Thank you!” 

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23 minutes ago, carmcapriotto said:

Thanks, Joe, and you have helped change lives in our industry as a top business coach.. Since Tom is a close friend, I felt that his story can resonate with many shop owners who are hesitant to change their life. To flip it upside down for the positive. This happened to Tom at 60 years old, and regrets not having done it years ago. As a friend, I did so much to urge him, but ultimately he had to do it on his own for his own reasons. As we all say Tom had that look-in-the-mirror moment and made a decision to effect great change in his company and life.

You are spot on, Carm.  Tom has a remarkable, but not uncommon story. You know the expression, "When the student is ready, the teacher will appear."

I had to fail miserably at the age of 35, before I knew that I needed help with my business. But, once I changed my mindset, my world changed for the better. 

Carm, your podcasts are changing the industry, and in a very positive way. I also enjoy listening to the Aftermarket Radio Network.  Thanks for all you do for our industry!  

Great podcast. As a business coach, the content discussed in this show is very relevant. 

12 minutes ago, DUFRESNES said:

Absolutely come in legal or don't come, that simple..   It is not a free handout, it has to be earned.  Some of these people get more than our veterans.  Its a shame.  Absolutely shameful.

Agree 100%.  Our country is off track. I totally understand WHY people want to be here in the United States, but there has to be rules.  And I do question the WHY some people want to be here. It's not the same as it once was.  We were once a melting pot with common dreams and goals.  What happened? 

As a former shop owner, and now a Business Coach with Elite, I often get asked, "What Shop Management program should I get?" 

This is a tough question, since there are so many variables. So, I thought it would be good for the group to tell us WHY you chose your business system and what you like or dislike about it. 

Thanks in advance. 

Happy Father's Day!  Spend quality time with family! 

For most repair shops, the summer season is usually a busy time, with a lot of opportunities.  However, that doesn't take away from the fact that we still need to market our businesses.  And sometimes too busy can have negative side-effects. 

What Summer Marketing Strategies do you implement that have worked for you over the years? 

In a 2020 referendum vote, the law was approved by 75% of the voters. However, many automaker-backed trade groups argued to block this law the past few years. A federal judge denied the latest attempt to block this law by the Alliance for Automotive Innovation. 

Right to Repair becomes law June 1, 2023. 

On 6 June 1944 – 'D-Day' – Allied forces launched the largest amphibious invasion in the history of warfare. Codenamed Operation 'Overlord', the Allied landings on the beaches of Normandy marked the start of a long and costly campaign to liberate north-west Europe from Nazi occupation.

A total of 4,414 Allied troops were killed on D-Day itself, including 2,501 Americans. More than 5,000 were wounded. In the ensuing Battle of Normandy, 73,000 Allied forces were killed and 153,000 wounded. 

20 hours ago, bantar said:

You aren't kidding.   A minor rear bumper tap turned into a $42K repair bill.    This is a great read:  

 

And this technology is spilling over to all models and brands.  Technology is great, and it's also going to increase costs for repairs and routine services too. 

According to an article in Body Shop Business, non luxury brand vehicle repair costs are 27% higher than gas-powered counterparts. And, Mid-size luxury brand repairs are 53% higher than non-EVs.  This indicates that technology, information, and electronics will continue to drive opportunity for the collision/body shop businesses. 

8 hours ago, Alex said:

One tip to help avoid these issues is to set up email, text, and/or push alerts. Most larger banks like WF and Chase allow you set these up.

Example:

Great tip, Alex!

Memorial Day is a federal holiday in the United States for honoring and mourning the U.S. military personnel who have died while serving in the United States Armed Forces.

Let us never forget those that have made the ultimate sacrifice.  

In New York, we have had an annual safety inspection for as long as I can remember. And while our regular customers had no problem passing the inspection, we did find a lot of unsafe cars when bringing in first time customers for the inspection. 

Many states have eliminated the inspection, for a number of reasons.  There are pros and cons, and I can see both sides.  

Texas may eliminate their inspection program - below is a link. 

Are you in favor or against a mandatory vehicle safety inspection? And why? 

I remember years back, a shop owner friend of mine relied on a lot of fleet work, mostly from the local town. He worked on the all the trucks and vehicles for the town's highway department,  local police and fire department. He built a very lucrative business. I would guess that this part of his business amounted to about 50% of his business. 

THEN...when the political winds changed, so did who the town choice of repair shops. My friend lost half of his business and struggled for years to build it up again, saying that he would rely on that much fleet work. 

I know this may be a rare occurrence, but it does bring up the question, "Is there a suggested fleet to retail business ratio?" 

16 hours ago, weighit said:

I don't think the service side sees as much control the insurance companys do to the body shop side. Owning my own shop and then running them for various dealers it was a constant battle with them as to who actually was running the shop. Them saying this is what your hourly rate is, and us saying no, this is the rate we work with. Always a fight. Then they come through and have surveys to all the shops in a given area to get the average labor rates and then they say well, your not conforming to the rates others charge. or forcing the car owner to only go to one shop that is the 'Prefered" shop they work with. Wanting to supply the parts to the shop as to cut out our profit, or demanding LKQ parts, or off shore parts when the shop never used those, only correct factory parts. Sometimes making the customer feel like we the shop was trying to rip them or someone off. By not doing the insurance companies requests. All we wanted was the proper repairs to the damage and get paid a fair rate. Like I said, always a battle. I'm sure now, all these years later, it has to be worst.

Wow, you bring up so many critical issues. In this country, business are supposed to be free enterprises.  I too battled with insurance companies over the same issues you bring up.  No one, and no insurance company, should dictate a shop labor rate, or any other aspect of ruining our business.  Sometimes I feel that too many shop concede, and feel they need to either make up the difference somewhere else, or accept their rules out of fear. 

Speaking with a friend of mine who owns a body shop, it is amazing how much control the insurance want with the repair.  From adjusted labor times, to part procurement, etc.

In one situation, the insurance company wanted to purchase a grill and bumper cover from a supplier in South Carolina (this body shop is in New York), by- passing the shop's profit and also having to wait for the parts to be shipped and delivered. The body shop owner fought back and a compromise was made, but why go through this?  

Body Shop owners, It's always been an issue dealing with some insurance companies. How do get around some of the road blocks and remain profitable, and in control of your Collision Shop? 

The other day, I checked my online personal bank accounts from my phone app. There was a charged amount of $1,300 that I did not recognize. After a phone call to the bank, they informed my that this charge was a mistake. The company that withdrew the money from my account was a Electric Company from the U.K.  The bank put a stop payment, and the next day I got my money back. 

I asked the bank rep, how can a company or anyone gain access to my account. I did not get a reassuring answer.  She simply said, it was a mistake. 

HOWEVER; the bank repair told me that this happens all the time, and she recommended that I check my bank accounts every day, because there is a window of about 24 hours that the bank can stop the mistake payment from happening. Once the money is electronically transferred, it is much harder and sometimes nearly impossible to get back. 

When I was in business, I would have my bookkeeper review all the bank transactions at least once a week. Knowing what I know now, I would recommend a daily review. Shops deal with a lot on money passing through too many hands. 

I had two locations when I was in business, with sales well over 3 million.  There are so many variables to this topic that it would take a live forum and a few weeks to go over every scenario.  

With that said, there are a few common attributes to growing a successful business. In particular: the systems, understanding your KPIs, understanding your market and business model, and strong leadership. And, the most important is your culture and the quality of people you employ.

To play devil's advocate here, I am a writer for Ratchet and Wrench, and one of the things that I am very aware of, is that I need to be careful not to generalize a topic to a degree that I have all the answers in a 700 word article.

I also know from presenting business management courses, that every business is different, and we need to be careful when listening to other's successes.  I am not down-playing the value of reading articles, that has great value. However, we all know the challenges of being in business, and a shop owners journey is filled with twists and turns. 

We should continue to read, learn and grow. But, success is not always determined by a pre-set benchmark set of KPIs.

Great conversation! 

I am a firm believer of the multipoint vehicle inspection. However, I am not in favor in performing lengthy inspections for free. 

When I ran my auto repair company, my techs were required to perform a courtesy inspection on every vehicle. This was to ensure the safety of every customer no matter what the car was brought in for. 

But, there are times when a more lengthy inspection is needed, and must be explained and billed to the customer.  For example: If a customer complains of a vibration or drive line noise, the service advisor must explain and sell the appropriate test procedure for that particular problem.  The courtesy inspection is still done, but the more involved testing inspection is billed to the customer. 

The reason I bring this up is that as a business coach I see too many shop falling short on billed labor hours due to giving away too much, and not charging for testing and inspecting, when appropriate. 

How do you approach this issue? 

During a recent discussion with a frustrated shop owner, he revealed me that he has been trying to find and hire a technician for nearly one year now.  While I mentioned a few different strategies, he was firm in his position that nothing has worked. 

Is this shop owner's situation common? Or is something else going on? 

Let's discuss some of your best ways to attract and hire qualified auto technicians.