Joe Marconi

Gonzo, I have to tell you that your article really hit home. I often speak to my wife about this very issue. I have never had an issue or problem with a car, it's always the owner that gives me grief. Now, let me say that there are a lot of fine people out there. But, there are too many that walk the earth with attitudes that are close to criminal. I remember this one customer who would complain each time he got his bill. 50 cents for a bulb would be too much. He would throw the money at me when he paid his bill and say, "Here, take my money, take it!" It's hard to focus on the good people when there are so many nuts running around. Well written on a touchy subject.

MotoLogic is a real nice program, and layed out nice too. Easy to use and navigate. They need to fill in the gaps. It's a product from Advance Auto Parts.

Marketed correctly, an alignment machine can be a goldmine. Hunter is perhaps the best out there, it's what we have. The new Hunter is real nice, quick and easy. If you do go for it, make it part of your inspection process, when you can. For example, when we have slow day, I put one tech on the align machine to get a qucik read out for all the cars on the schedule. With the Hunter it's quick and easy. We then disucss the print out with the customer, if the alignment is out. For the winter months, it's an easy sell and you are doing the customer a real value by extending the life of the tires. You can create a package also: Alignment, tire rotation, balannce, suspension/steering check.

You do not have to rehire former employees, and you should proceed very carefully if you are considering any former employee. Your employees represent you, your company and the culture of your company. Be very careful who you hire from this point on.

It is amazing the stories people tell and how they explain the problem they are having. It's more amazing when a husband and wife start to argue with each other over who's version of the story is correct! But, as you said, in the end, it makes an interesting day at the office.

Source: Will you adapt and cope with changing automotive technology?

Will you adapt and cope with changing technology? I remember back in the mid 70s, my boss complaining that electronic ignition was going to destroy our business. “They are taking away our tune up business”, he would say. In some ways, he was right. Technology and change is something that we cannot control. In fact, “change” is perhaps the one thing we Can count on. And, as in life, it’s how we deal with change that matters. I guess the blacksmiths of late 1880s viewed their future with apprehension. Those that aligned themselves with the horse and carriage, faded into oblivion, those that viewed themselves as someone who could adjust to the change, became our first mechanics. We are at a critical crossroads again. Hybrids, electric cars, hydrogen cars and other new technologies will bring great changes to the automotive world. How will we cope with these changes? In the mid 1980s, Smith Corona, a 100 year old type writer company, vowed to never abandon what made them so successful; the typewriter. In 1995 Smith Corona filed for bankruptcy. Smith Corona looked to the past, when it should have been looking to the future: The Personal Computer Age. To secure your future, look to the future. There you will find opportunity. Oh, it will be different, but there will be opportunity for those who adapt. It is not the strongest of the species that survive, nor the most intelligent, but the ones most responsive to change. -Charles Darwin

Selling tires is not necessary, especially if your shop is small. The advantage of selling tires is that you are offering your customers another service, rather than going somewhere else. But, again, most shops can build a lucrative business and not sell tires. For large repair shops, it makes sense, since they can keep the business for themselves, while still performing all other hire level repair and service work. However, I do think that you will need a balancer and tire machine. This items are essential shop equipment. Also, have the ability to repair flats. I hope this helps.

I am not a big believer in additives to solve problems. We do promote Preventive Maintenance, and we use BG products. BG also has a Lifetime Protection Plan if you start the service before 75,000 miles. So they stand behind their products. I also tell my customers that are keeping their cars for a long time to service all the fluids BEFORE they turn color. For example, when the tranny fluid is burnt and brown, it's too late. Like I always say, "The time to start thinking about taking care of yourself is not when your in an ambulance after having a heart attack"

We have all been down this road, and if there is one thing I cannot take is rudeness and how some people don't respect what we do. If you think about it, the first red flag was the fact that he took his MERCEDES TO PEP BOYS. I am not putting down Pep Boys, but they "target low price, get it done cheap". Most of us do not operate like that, we offer the very best at a fair price. Another lesson to take care of your profile customers, and let some pass you by.

Welcome to the site, your perspective should be different, but I imagine you encounter many of the same issues everyone else does.

Will do Gonzo!

Truer words were never spoken. Take a look around at the industry and it's no surprise the public has little to no idea what it takes to keep their rocket-ship-on-wheels moving each day. I have been to many conventions and participated in many industry panels and organizations, and I can tell you that there are countless people that really care about this industry and want to make a difference. Sadly, it sometimes gets diluted with all the negative the public sees. My hope is that we are on the right path, with people like you Gonzo spreading the word, we have a fighting chance! Thanks for the update.

It is truly amazing how these companies get away with this. I hope we, as an industry, do not cave under these tactics. As I tell my customers up front. "Your extended warranty company or insurance company will most likely not pay my entire bill, you will have to make up the difference". If we all do this, we can make a difference. I do not work for the extended warranty or insurance company.

No one charges for diagnostic testing? This is a problem, wouldn't you agree? The world is changing around us. All the gravy work is slowly being removed. Even belts will be a thing of the past as more and more components will become electronic. The future will require more and more testing. Sorry for getting off topic. I just want to learn how we as an industry will survive in the future if we cannot charge for testing. Thoughts?

We learned the hard way that this can only lead to trouble. A few years back a customer insisted that we install a TPS that anther shop diagnosed (turned out to be AutoZone). We installed it and when it did not fix the problem, an argument erupted because the customer refused to pay the labor to install it. We now have a strict policy, We do not waiver from our procedures and policies. It's not worth it. Would you tell the doctor what to do? Well maybe some would, but it still isn't right.

I have been in many heated debates, with shop owners and techs, about when to change fluids. First, I think that the owner's manual and the car companies do an injustice to us and the consumer with the extended services and lifetime fluid. Nothing is lifetime. If a car gets stuck in a snow storm and spins the wheels out of control, burning up the trans fluid, that fluid is done. No engineer will or can dispute that. My real issue is how many shop owners, consumers and techs have bought into this extended service notion or lifetime fluid. While technology has come a long way, I rather take a proactive approach, rather than wait for my coolant or transmission fluid to decay to a point where it may have done damage. We inspect fluids every day, but many do not suggest changing fluids unless it's in the "Book" or if the fluid is visibly bad. When a fluid is visibly bad, it's too late. It's like tire rotations, you don't wait for the front tires to wear out on the edges before you rotate, do you? No, you rotate tires to insure they wear evenly. I don't know how you feel about this subject, but I am a proponent of changing fluids, such as transmission and coolant, BEFORE they go bad, not after we KNOW they are bad. Your thoughts?

Are you ready for the surge in business? This past winter will no doubt go in the history books as one of the toughest on record. Many shops, mine included, lost 6 or more days of work in February alone. I don’t want to think about the loss of revenue, I rather put it behind me and move on. There are some things that we cannot control, Mother Nature being one of them. However, as in all adversity, it’s not about getting knocked down that counts, it’s what you do when you get back on your feet. All indicators are pointing to a very busy spring. Will you be ready and cash in? Speak to all customers starting now about the safety of their cars after a tough winter. Put together a promotion to inspect cars for winter related vehicle damage. Here are a few tips I put together to think about: Every car that hit a pothole should have at least a safety check and alignment check. Check shocks, struts, springs and other undercarriage components Carefully inspect tires and wheels too, Think about selling alignments, wheel balance, etc. Every car that drove in snow and ice storms need to have a safety check and the transmission fluid inspected. I saw with my own eyes countless cars with the drive wheels spinning out of control. This overheats transmission fluid and may damage transmissions and clutches. Salt and other chemicals used on the roads will takes its toll on many cars Neglected maintenance, such as overdue oil changes, will become an issue, educate customers Wiper blades took a beating – should I say more on this subject? I am sure you can think of more things too. The point is you need to inform customers and take care of their cars. Take a proactive approach, rather than a reactive approach. In other words, don’t wait for the customer to come to you with a problem, inform and inspect. A doctor once told me, the time to start thinking about taking care of your body is not on the way to the hospital in an ambulance.

Crash Repair Info is a web site that consumers can go to find information on the complexities of collision repairs. The site can educate consumers on a variety of topics, which builds value, in areas of insurance, salvage parts, shop certification and more. Basically, it’s a site to better inform the consumer should they get into an accident. I don’t know if you checked out this site yet, but you should and give feedback. Is the site useful? Can he used to help market our shops? Will this site build value in the eyes of the consumer? Here’s the site link: http://www.crashrepairinfo.com/

We need to all rethink traditional media (TV, print, radio, yellow page books,etc) We took a survey of our customers and asked, How did you first find us? What form of media do you use to decide on new product purchases? What form of media do you use to decide on; plumber, contractor, new car purchase, car repair, restaurant, etc Over 90% said they came to us because of a referral Over 90% said the use the internet to research new product purchases Over 85% they rely on friends or relative when choosing a plumber, contractor, new car dealer,car repair, etc. Out of that 85% plus, 60% will follow up research on the Internet about those companies This was my survey, with my customers. I can't claim that this is the way it is with everyone else, but I am willing to bet it comes close. I am also willing to bet that we can no longer deny that social media will become a dominate player for us, with regard to promoting our shops and staying in touch with our customers. It will be different, but wasn't TV different? People once claimed that TV was a fad, radio will remain king.

Very funny! I have read those quotes before, but every time I read them I still laugh. I think we are all guilty of flubs, it's what makes us human. But Yogi was the master at it. I love when he was asked, "What makes a great manager?" Yogi replied, "Great players"

I don't anyone is saying not do to it, it's more about making sure you take one step at a time and minimize the risk. Many people have taken over low producing shops and turned it into a gold mine. If this your dream and your goal, go for it. Just create a plan and look at all things objectively. It sounds as if you are doing all your research and that's great. Again, all of us who have been there are extra cautious because of what we have been through. Keep us updated and ask for help. We need new blood in the industry. Remember, don't be shy about asking questions, your fellow ASO members are there to help.

First, you are not alone on this one. I just had a meeting with my account about the loss we incur each year when techs break things, damage parts and cause us to pay out of pocket for things that they are responsible for, not mine. The loss is ours and I don't know if you can go after him legally, but I am not a lawyer. As far as a loss on my tax return, my accoutant says the loss is already accounted for with loss of production, which translates to loss sales. It stinks, right? I don't have an easy answer. I can tell you that we need to be real carful who we hire these days. Quality techs are harder and harder to find. Too many of them have sloppy work habits and too many don't have the creditials. I also found out that we spent a few hundreds buck each month last year on mishaps, wrong diagnosis and other breakage/loss ion the shop. I have a big shop, but this is nuts. So again, you are not alone. By the way, those techs are gone now! Another reason to be a true owner and run the shop, not work in it. Hire slow, fire fast!

I don't know if you have done this already, but with regard to SOPs, the first place to start is to clearly define everyone's role in the company. From the owner to support staff. Everyone must understand how thier role is crucial to the workflow process. It's like a ball team, every player has a different role, but when played as a team, results will follow. After that, every part of the day must also be committed to paper and reviewed with everyone. From opening to close and everything in between. And, of course, policies and procedures need to be written on how a car is dispateched, brought thru the inspection process, discovery of needed work, the communuication betweem tech and advisor, quality control check after the job is complete and car delivery. Even job scheduling should be thought of: How many cars per day, what type of jobs to balance the day, what tech gets certain jobs. The more you commit to paper, the more smoothly the operation will run. AND, you must constantly review the SOPs with everyone. That's a lot of work, but it's a good start. Great post, by the way!