Joe Marconi

At a recent training class, the instructor was saying that in order to compete these days, you will need OE scan tools. He also said that many shops will have to decide on what car makes they intend to invest in. Are the days of general mechanics and diagnosis in jeopardy? Do you see the same trend, the need for OE scan tools? Will companies such as Snap on and Launch, etc, produce equipment that will continue to allows us to compete with servicing multiple car lines?

The local automotive trade school in my area wants to start an apprenticeship and internship program. They feel that today, many students do not get the exposure that mechanics did years back, working in gas stations and repair shops. Many go on the schools like UTI but have no practical experience. When they get out into the workforce they are too green. I am on the schools advisory committee and they brought this up at the last meeting and wanted to know if the shops in the area would participate. If there is anyone who has experience with high school or auto trade school apprenticeship or internship programs, please let me know your thoughts and comments. Thanks!

To all the Moms out there, have a wonderful Mother's day. And everyone, enjoy time with your family. It's the one thing that really matters in life!

I here this over and over again, that Yelp is not a useful source of gaining customers. It amazing to me how these online company survive! Is there anyone that had a positive experience from Yelp? I mean a "sustained" positive experience?

This is a tough problem, and perhaps the one problem that seems to plague so many shops. In my opinion, it's one of the leading causes for low billable hours for jobs that requires hi tech skills, hi tech tools and lots of training. Plus, there is always the fear that the customer will not see the value in diagnosis. Have you tried speaking to your techs to come up with a list of procedures that can be used with different problems? For example an EVAP problem could have a specific procedure which is different from an engine misfire. This would bring consistency to you work flow process. Another suggestion, (and please have an open mind here). We have stopped selling time to a customer. They don't like it. We sell tests, just like your doctor. If you go to your doctor with a shoulder injury, he tells you, "Let's start with an X-ray". The doctor does not say, "Go to the lab and we need a half hour to check things". That is my procedure (I get a lot of discussion on the this and many shop owners and advisors have a tough time equating what we do to a doctor, but it works for us). The reality is this: Unless we charge enough for diag testing, we will continue to fall short on profits in the coming years. To sum up, instead of selling time, we sell tests. And we make sure that the customer knows that the tests will lead us to know what the repair is. Great topic, VERY controversial, but great topic!

Here's a tip I have made in the past, but it worth repeating. Have your techs, as part of their preliminary checks, turn the on A/C and see if the system is working. Is the compressor turning on? Are all the fan speeds working? Is the system getting cold? Is there a smell from the vents? I am not suggesting to start hooking up gauges and diagnose air conditioner problems for free. This is just a simple check to that gives you a direction, and something you can discuss with the customer. Oh, just inform the customer that you will do this before you work on the car. The goal is spot a problem before that first really hot day when the customer turns on the A/C for the first time and finds only hot air coming from the vents. Try it and let me know how it works out for you.

This is an everyday occurrence for us. The customer perception coupled with what the customer has planned puts us in tough place at times. We need to balance what's fair for all customers, and the customer needs. It's not easy and sometimes things can go sour real fast.

Is the Cardone problem epidemic among all their product lines? I had another Cardone rack failure on a Buick. In the last 2 weeks we needed steering racks on a few older cars (over 12 years old). My service advisors got Cardone. I hope we don't have any issues. As I stated before, the failure rate is unacceptable, and the damage to the aftermarket reputation is at stake here.

There are different business models that are successful in their own right. Let's take Ruth Chris Steak House. Would we consider Ruth Chris Steak House, which is an upscale restaurant that caters to a certain clientele, the true business model for steak houses? If that were true, how do you explain Outback Steak House? (Lower priced, high traffic count). It's the job of the shop owner to determine what business model fits your strategy. Personally, I like the oil change customer. But, you need the bays to handle the flow of cars and the workflow process to handle the flow of cars. Shops that do heavy repairs, many times shy away from LOFs. They are too busy with large repairs and that's ok. It fits their model. From my experience, when you get customers to return on a consistent basis for their oil changes, it is far easier to sell other work. The customer creates a relationship with you and thinks of you for all automotive needs. Great discussion, great post!

A fellow shopowner friend of mine was looking to hire a mechanic. He said he needed an A level tech, with experience. He did find a few, but he was surprised at what they were asking. I did not ask him what he was willing to pay a qualified experience tech, but I did say that qualified people need to get paid what they deserve. I didn't feel it was my place to say more, unless he offered more information. In general do we pay our techs too much, not enough or is the pay just right and proportionate to what we can afford?

Oh man, I have seen my share off hackers too! It is amazing some the things that people do. But, it's in all trades and all over. One of the funniest things I ever saw was a guy who purchased cases of Rust-Oleum blue paint and painted his Buick. No prep, no sanding, no masking, no removing molding, nothing. He brought the car to show me; he was so proud. Everything was blue: the tires, the molding, the windows. There was overspray everywhere. I was stunned.

We are buying more and more from the dealer. We sometimes give the customer the option and explain the differences. It's interesting to note too that we have sold at least 2 dozens dealer racks this year for more money! Imagine that, PRICE IS NOT ALWAYS THE DETERMING FACTOR! I agree, I have had multiple rack and pump failures from Cardone. I just had another last week. Cardone says they care, but to be honest, caring is not enough. Fix the problem, that's all we ask. Cardone needs to realize that as independent shops, we must maintain our reputation and confindence from the consumer. Once we lose that, we lose everything.

Understood, no argument. Again, you know your target audience, and that's the key. All that I am saying is make sure that you remain profitable. As you gain customers, convey value. People that trust you and have a relationship also have a perception of value. That will build your company. Great comments!

Interesting statement. There is an argument that many techs and shop owners don't get paid enough, at any level of experience. I wonder how others feel about levels of pay for entry level and other levels?

I need feedback on the company Moving Targets. They market to new residents in your area for you, have social media marketing, texts message programs, email programs and more. The owner, Jay Siff, is a real nice guy and knows his stuff. His staff is very knowledgeable too. Is anyone using his company and how has it helped? Here's a link for more info: http://www.movingtargets.com/

An anonymous collision repairer has created a web site called, StopDRP.com. The purpose is inform consumers about their rights when it comes to getting their cars repaired. The web site creator is fed up with many unfair practices by the insurance companies and wants to inform the public. How do you feel about this sensitive issue. Are you a DRP shop and do you feel the same way?

I was speaking with a friend of mine the other day. He's a high school math teacher. He asked me if the Hi-Tech cars of today and tomorrow will attract more young people to the automotive trade? I never gave it a thought, but it just might. What are your thoughts, will technology help to bring more talented people to our industry?

It's been a long tough winter for many shops. Now that we are in spring, some shops are doing good, and for others, not so good. It's hard to determine if there are any trends. Usually after a tough winter, business rebounds and sales are up. How are you finding business so far this spring? And what are your thoughts about business and the economy?

Everyone shop owner I speak with today is concerned about the quality of the parts they purchase. And while many of us enjoy low prices on some part lines, we do not enjoy the comebacks and poor quality of many of the parts we purchase. The long term effect is anyone's guess, but it cannot be good. The loss of revenue and the potential loss of consumer confidence is perhaps the biggest worry. With another Cardone Steering Rack failure, I am forced to once again turn to the dealer for many of the aftermarket parts that I have lost confidence in I can tell you that my local CARQUEST/Advance has not turned its back on me or other shops in the area. And while they are going thru their own challenges with the Advance acquisition deal, they have been steadfast in their continued loyalty to their customers, the independent repair shops in the Putnam/Westchester New York area. They are listening and working with us, attempting to contact Cardone about their failure rate, and I also appreciate their honesty. It gives my renewed hope that we are on the right track. I just hope Cardone and the rest of the aftermarket is listening.

Val Pak may work, but is it for your business? You have to determine who your customer is and what type of business you are in. Many shops are not coupon/discount shops. The cater to higher income clientele, who are not coupon clippers. It's very hard to operate a discount business. You have to be the cheapest, continue to offer coupons and generally, you have to accept that your customers will not be loyal to you. They will jump ship for the cheapest deal. So you will have to continue being the coupon type business. Build value and understand your customer, and what brings you the greatest return. Just my thoughts...

I get the analogy, and I also get the point that everyone is looking for that great "deal". But the truth is, and we all know this, price does not always equate with quality. And, as you mentioned, a lot of what we are buying today is of poor quality. Sorry, I am faithful to the aftermarket, but some of the parts we are purchasing is not the best quality. I have made many posts on this subject and published articles too. This race to bottom with regard to pricing will end up hurting us all. In fact, it's hurting us already. Part comebacks are on the rise and if we don't do something about it, the motoring public will...they will stop coming to us. We need to change our mind set about price. Shop owners and motorists alike look for the best price, not always the best part. And, let's face is, shop owners are not getting rich selling cheap parts with low margins. Great topic...a little fuzzy on the analogy, but it works.

Are you referring to how to increase business in the early hours? Usually, the early hours are the busiest for most shops. The usual problem is running out of work before the day is over. Do you set up work by appointments, walk-ins or a combination of both?

It happens to all of us. In my 33 years in business, my shop has had a few accidents. You can't avoid it. Last year when I was on vacation, the tow driver backed into a 66 Mustang! Of all the cars in my lot, why the 66 Mustang? The only thing you can do is to discuss the matter with everyone. Make sure that there isn't something in your workflow or parking layout that could be improved. After the 66 Mustang got crush, we found out that where the car was parked was too vulnerable. We made a change to our parking spots. Other than that, speak to everyone about being careful, on road tests, when moving cars, setting cars on the lifts, etc. Good luck, we all feel your pain.

I guess the more things change, the more they stay the same. We can learn a lot from a veteran like this guy. Great story!