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Is it Time To Change the Model of the Typical Auto Repair Shop?

Joe Marconi

By Joe Marconi
in Running The Shop

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newport5 Enthusiast

newport5

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Posted

Regarding “My strategy was to price the (European) work so high, the customer would be the person saying "no" and not me.”

While that strategy makes sense to a shop owner, let me add this.  I want to encourage a panel discussion at an upcoming auto conference on improving the perception of our industry. I started a list of talking points and overcharging is one of them. And that strategy looks exactly like overcharging. When the customer checks a European repair shop, they obviously decide you are overcharging. And our industry looks bad. I believe we need to fix that. For the benefit of all of us.

Thoughts?

Side note: we're a German car repair shop in Orange County , California and German cars are EVERYWHERE !!!

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newport5 Enthusiast

newport5

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I apologize for the confusion. I had read it all. I wasn't blaming. We've all done it and I NEVER thought anything about that until I started brainstorming reasons for our bad rap. And polls have shown overcharging is an issue, even though they don't say HOW those customers decided that!!!

As if it FELT high to them???

My point was, when that customer calls a shop that specializes in European cars and they quote a regular price, the customer jumps to the conclusion that you were overcharging. Human nature.

Again, I apologize for the confusion.

Victor

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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