Joe Marconi

With rare exception, we do not install customer supplied parts. During the recession we saw an increase in people coming to us with their own parts and we tried to accommodate them, charged more labor, but in the end it turned ugly, for the most part. I can remember one guy insisted that we do not diagnose the car and install his mass air sensor, which he read on the internet and was confirmed by the parts store that pulled a mass air code. After the part did not solve his problem it tuned into an argument that WE should have known better. We do make exceptions. The other day a customer came to us with a front differential that he thought he could do himself. He was real nice and did not give us a hard time. In fact, he was embarrassed that he brought us the part. We did the job and it turned out nice. The bottom line, we make money on labor and parts. Take away the part profit, take away too much of what we need to survive.

We do. Every service advisor must understand the numbers of the business. We never make sales and money the top priority, we always make sure we are taking care of the customer and delivering world-class service. That, in itself, helps sales by the way. But the fact is a business must turn a profit and the advisors are a key component to that. We track the service advisor sales, ARO, part GP and labor GP, and we also track their car counts. We also track how effective there are at selling. This helps the advisor see areas that needs improvements and areas of strength. It also gives the advisor an opportunity to feel good when he or she had a great week. One more thing, we also factor customer survey scores into the equation.

Reality? Man, come down to my shop, hide a few cameras and find out what reality really is. Gonzo, you are right on target. All these shows are scripted and directed. That's a fact. Some are fun to watch, others I end up throwing my empty beer can at the TV. Here's what's real...you can't beat the reality that we go thru, each and every day!

Great additions Wes! Thanks!

I was instructed to get it going ASAP. New York anticipates issues if all the shops try to start on Dec 1. We are starting tomorrow. We shall see....

Great perspective Gonzo. I feel the same way. When an old car comes into the shop, such as 65 Chevy or Buick, I tell the guys, "Don't touch it, leave that one for me". It not only brings me back to my youth when I first started, but it so refreshing at times to work on something that was build in the era "B.C." Before Computers (or before Catalytic converters). Thanks Gonzo for the memories. Always look forward to Saturdays for your articles!

Six tips to increase sales this winter! Many shops in the northern part of the country go through a slow sales period during the winter months. And while there are no ways to get back those “snow days”, when business literarily shuts down, here are a few tips we can do to maximize sales this winter: Make sure with each vehicle visit, you identify any needed service due, services never done and services due next. Speak with the customer and plan out all recommended work during the next few month Flood your customers with service reminders about any work needed in the near future. Stagger the service reminders during the winter months. And don’t forget, speak to the customers at car delivery about the service reminders they will receive. This will increase your return rate. Send email winter tips to your customers starting now and throughout the winter months. Keep your shop “Top Of Mind”, in the customer’s brain. Not collecting email addresses? Start today! Consider making phone calls during the winter to those customers that were sent service reminders, but have not responded to the reminder. Consider pushing off any long term projects, such as classic car work. Most owners of classic and antique cars do not take them out in the winter. This could be used as fill in time during those slow periods this winter. Make sure you book the next appointment at car delivery. Every car that you service today will need another LOF service in the near future. The question is; will the customer come back to you? Give them a reason, book the next appointment. If you want to add any of your tips, please do so!

By production hours and comebacks. We try to spread out the work to be fair. What we don't do is to make "selling" the motivator. We make sure we maintain our culture and philosophy of providing outstanding customer service. We do promote the culture of total car care, which means with every car visit, we make sure a customer's car is inspected and serviced the best way we know how. The motivator has to be a great job done and taking care of the customer. Lastly, we also promote team spirit.

This is interesting information. Running a repair shop today is so vastly different that back when I started. I see your points, both good and bad. I think the key is, if you are an independent, is to have a plan and know the "mechanics of business". And, getting involved with a franchise that does not have a vested interested in the success of the franchisee, could be the kiss of death?

Thanks for the info. We are setting up our new machine Monday. From what I am hearing, shops are on the phone half the day, at least, with issues and problems. So, I too advise all shops in New York that are included in the State Inspection program, to get your equipment up and running ASAP.

We have been discussing the same idea at my shop. I too would appreciate any feedback or suggestions from anyone.

It' can be a struggle with customers that may not know all the services we provide. It takes a Total Car Care approach and letting people know what we do. For example,let's say we do windshield replacements, we should be checking every windshield every day. Sometimes we wait for the customer to ask, but they may not ask and assume we do not offer that service. A more proactive approach is perhaps the best wat to go.

Wes, that would be great. When I expanded and built another facility I contacted many franchise companies to gain information. I also visited auto franchise stores to get an idea of how those model differs from independendts like myself. If you could give us information that would be great. I think we can all learn and share knowledgde.

Working two positions in the shop is like playing two positions on a ball field. It's hard to be great at both. My fear is that your technical expertise may interfere with the service advisor role. I am not saying this is not a good opportunity, it can be. I am saying that techs have a very difficult time making the transition onto the service counter. We took an ASE master tech and moved him into the service dept. He excelled and now he managers the company. So, it can be done. Learn all you can about sales, building relationships, the key numbers of the business and about business in general. The most difficult part, at least for me....putting my tools down.

A recent article in the Wall Street Journal reports that car sales, especially for the Big Three, are up due to gas the lower gas prices. I wonder how this will affect our business. Light trucks and SUV models saw a significant increase. However, the car makers saw an increase across the board. There is no doubt that gas prices play an important role in the economy and consumer confidence. Let’s see if that spills over into our shops.

I was wondering how many of you are franchise owners and can you tell us about your experience being part of a franchise system. I think it would be interesting to independents to see the differences in a franchise, as opposed to creating and developing your own company. Thanks in advance!

Hire right, train right, then get out the way In his book, Good to Great, Jim Collins discusses the attributes of what makes a company not just good, but great. One of those attributes is finding the right people. Here’s a quote from the book. “They (a company) start by getting the right people on the bus, the wrong people off the bus, and the right people in the right seats.” I learned the hard way that having the wrong people can severely hurt the business. To be successful, we need to hire the right people, train those people and then get out of their way and let them do their job. Ask yourself: Do you have the right people? If you don’t, you need to make changes. If you do, make sure you do all you can to train and empower these people to perform at their best.

Great book! And great information, Thanks for this post Wes. Again, this shows the power of networking and the power of ASO.

All policies and procedures must be clearly defined and written; Uniforms, hours of operation, cell phone use, lateness and all other aspects of operating your business. In addition, you also need a workflow process where everyone is on the same page with regard to inspecting a car, brake jobs, oil changes, diagnostic work, etc., etc. We all have different ways of doing things, but there needs to be consistency in how we operate. Every shop is a little different, so I recommend doing your homework. One tip, get everyone involved. NO ONE likes change, so the more "buy-in" you create from your staff the more successful you will be.

What a story! And funny! You can't make this stuff up. It's like an Abbott and Costello routine. Really funny. Not many people can figure out North, South, East or West. I gave up using those terms in giving people directions.

There are organizations and even computer programs you can get to help with that. A shop's employee manual is specific to the individual shop. So, if I send you mine, it will not be appropriate for your business. There are also online services and manuals that you can download. Many payroll companies also help with this. You can also see if your local chamber of commerce as anyone resources. You are on the right path, good luck! Hope this helps.

Let me understand this; You will work only for and at this repair shop? You will not be able to grow this business for yourself? Where are you now and tell me more about how you earn your income.

Great addition to the site and great job Alex!

I had lunch the other day with a fellow shop owner. Like me, he’s been in the auto industry for decades. Everything we needed to know back then was contained in one manual. Any diagnostic skills were learned and remembered as needed, from memory. When computers came about in the early 80s we all learned about trouble charts, pin point diagnostics, lab scopes, multi meters and following a logical approach to solving problems. My friend asked me if having the resources as we do today, like IATN and Identifix hurt our diagnostic skills. It’s no secret that many problems that would have taken hours to solve are now revealed to us with a few strokes of a key board. But I don’t think you can compare today’s sophistication with technology from 30 years ago. It is different today, but I don’t think IATN or Identifix can take the place of a skilled technician. I do think having these online resources greatly helps us. For me, I think that IATN and Identifix are worth every penny.

Last Wednesday I brought my wife’s car in for a few repairs: a T belt, a check engine light repair, spark plugs and a few other services. The car also needed front struts and mounts. The car would hit really hard over any road imperfection. The check engine light was related to a fuel problem, and I noticed a lack of power at times. As I drove the car home after all the repairs were done, I could notice a big difference in the way the car ran and handled on the road. Yesterday my wife took the car out, went to lunch with my daughter and then out to the mall and I few other errands. She had the car the entire day. When she returned home, I asked her, “So, do you notice a difference with the way your car runs and handles on the road?” With a straight face she says, “Not really”. Not really? I could not believe my ears. How could something so obvious to me, go unnoticed by someone who drives the car every day! This got me thinking about how our customers. We work so hard and at times perform technological magic. How many of our customers notice a difference when they get their car back? I would bet many do not. It all goes back to what the customer CAN and WILL notice. And that’s how they are treated, the look of you shop, your customer bathroom, your techs, how clean the waiting area is, and the appearance of the car when they get it back. Unfortunately, the hard work under the hood or under the car simply goes unnoticed.