Mark

All great leaders possess two things: 1- They know where they are going! 2- They are able to persuade others to follow! The best leadership book I've ever read is the 360 Degree Leader by John Maxwell. That book had more of an impact on me as I've twisted and turned through this thing over the last 15+ years. But I've actually got a core group of books that I keep at arms length to help keep things pointed in the right direction, when you can't see the forest for the tree's. 360 Deg. Leader - John Maxwell Developing The Leader Within You - John Maxwell 7 Habits Of Highly Effective People - Stephen Covey The 17 Indisputable Laws Of teamwork - John Maxwell The Little Red Book Of Sales - Jeff Gitomer

This article is interesting and to be honest I have mixed emotions about. What do you think? Link: http://autos.aol.com/article/fluid-flush-fallacy/ Article: If you take your car to a shop for a routine oil change you have a high probability of being told your car needs one or more of its critical fluids flushed, changed or serviced. This started originally at the quick-lube shops and spread to the whole auto repair industry, including the dealers. Part of the reason is technology. New machines have made it possible in most cases to change the fluids quickly and easily, or so the sellers of the machines say. But the real driving force is profitability. Today I'm changing a timing belt and water pump on a Dodge Caravan. It will take all of five hours of bay time, a lot of parts and a lot of potential liability. In half the time I could do a series of flushes with little effort or liability and make much more profit. Since most people, mechanics and shop owners included, respond to economic incentives, it is coming to pass that every car going to every shop needs every fluid flushed every day. In short, what is really being flushed is your wallet. It is straining the credibility of an industry that rightly or wrongly has always had credibility problems. The Four Flushes Old-timers from the '50s, '60s and '70s always knew it was a good idea to periodically drain the radiator, put a bottle of flush chemical and water in, run it a half-hour then wash it out again with plain water before refilling it with the proper mix of antifreeze and distilled water. Or if you wanted to do a really nice job you could cut one of those plastic flush tees from a Prestone flush kit into the heater hose, allowing you to hook a garden hose up and run a continuous flush. Now these old-timers are being told their transmission fluid, power steering fluid, and who knows what else must be flushed on a yearly, monthly, or even daily regimen. Strangely, their '77 Olds Cutlass managed to run 180,000 miles without all this attention. Now don't get me wrong. I am in favor of changing most fluids at 30, 60, and 90,000-mile intervals, regardless of what the owner's manual says. But that is not what's happening. These services are being oversold to a degree that is bound to damage the reputation of our industry to the net result that consumers will not believe any of us, even when we are telling the truth. The Rundown Let's start with the automatic transmission -- the most frequently flushed fluid besides the radiator. The advent of the transmission fluid exchange machine was a great step. In the past, automatic transmission fluid could only be changed by removing the transmission oil pan, which only holds three to six of the eight to 10 quarts in the transmission. The second you started the car, the new fluid mixed with the old, eliminating much of the benefit of the service. The fluid exchange machine, which some people choose to call a flush machine, cuts into the transmission cooler line at the radiator. As the car runs, old fluid goes out into the waste tank while new fluid is simultaneously pumped in. If the shop is really thorough, the car is lifted and actually driven through all the gears while the exchange is taking place. And if the service is done properly, the transmission oil pan still has to be removed and cleaned and the filter replaced -- a solid hour and a half of work. So if a quick-lube shop is offering it to you in 35 minutes, something's not being done. Now, as to checking the dipstick for color or smell to determine if your fluid needs to be changed: At the extremes (not changed for 100,000 miles or changed yesterday), you can tell. But as far as whether it was changed 3,000 miles ago or 20,000 miles ago, no one can know, and if they say they can, they are lying. Power steering fluid in general is not listed in most maintenance schedules as needing periodic replacement, although there are some exceptions. But we have a machine for that now too, so expect to be told you need your power steering fluid flushed. Look, if every three to five years (45,000 to 60,000 miles) you change your power steering fluid, that's not a bad idea. And replacing it with synthetic fluid, if allowable, is even better. But you certainly don't need to do it yearly or even every two years. Brake fluid lives in a sealed environment because exposure to moisture will ruin it. No one ever dreamed of messing with it until Hondas became popular, and Honda for some reason does call for brake fluid replacement. Now we have (you guessed it), a brake fluid flush machine. If your factory manual calls for it, by all means, change your brake fluid. Other than that, leave it alone unless you are having brake repairs done, in which case changing it may not only make sense but be necessary if the hydraulic system has been compromised. It is not enough that you are changing your oil every 3,000 miles. Now when you go for your oil change they want to hook up a motor flush machine to clean your oil system out. Strange, my '63 Valiant didn't need that. Look, this goes under the category "If you need it, it won't help" -- and thus sales are being encouraged on vehicles that really don't need it. If an oil system is dirty enough to have deposits of sludge forming, you're only going to get the sludge out by removing the valve covers and oil pan and scraping it out. Any stirring up of the stuff without removing it is likely to do more harm than good. Stocking Stuffers I had an oil-change guy who lasted about a month. Every time a truck or sport-utility vehicle came in (the only vehicles left with a classic differential), he would call me over, waving his finger at me after having dipped it in the differential oil, saying "it needs a differential service," as if he who barely knew how to open a hood would know. Evidently it was a service heavily pushed at his last place of employ. On a military 6x6 doing heavy duty in Iraq, differential oil needs constant attention. On a domestic SUV whose only off-road experience is driving onto the grass at the soccer field, just follow the owner's manual or change the fluid every 60,000 miles. The exception would be if you tow things or if you submerge the differential by backing a boat into the water. Oh, and the transfer case fluid need only be changed at the required mileage or 60,000 miles. Avoid the Wallet Flush The easiest way to avoid having your wallet flushed is to try to stay with one shop that you trust, and keep good records. Now I know that even my best customers occasionally go elsewhere for an oil change when my shop is not convenient. So if you find yourself in a strange shop being told that the very lives of your children depend on your getting a particular service at that moment, just walk away. Well, actually, that would be a tough one. But a new customer is often viewed as fresh meat, since all their existing customers have been flushed into the next galaxy. The harder the sell, the more you must resist. And believe me, the sell can be pretty rough. They can come at you with test tubes of fluid samples, and with pH strips whose color change indicates you are seconds from disaster (all provided by the flush machine manufacturers). Even my sister-in-law, whose toughness and command of Arabic swear words sent Egyptian border guards scurrying for cover, succumbed once. And to the people in my industry, the owners and shop managers, I say, "What is it going to take? Another '60 Minutes' or 'Nightline' exposé where they go shop to shop and find out how many flushes they need after chemically certifying the fluids as new? Do you know how tough business is gonna be after that happens? Try thinking a little farther ahead than next week's bonus check." Doug Flint owns and operates Tune-Up Technology, a garage in Alexandria, Va.

Great Idea!

Great Stuff! I would love to see the lesson plan! Thanks for the promo info as well.

How did you promote it and how far in advance?

I have joined in with a local food bank and it has been AWESOME! We have a great relationship with them and my employee's jump at any opportunity to volunteer or help. It's really brought the shop together. We also help maintain the vehicle from the foodbank which helps lower their cost. The customers have contributed in all kinds of ways from food, to their change, to actually volunteering wiht us. I'm so proud of this it brings us great pleasure to help our community!

You can only change it every 13 seconds and it can't scroll, flash or anything of that nature. I'm beginning to think that "change" and "being eye level" are what's getting their attention.

Sorry I didn't catch your reply until after I'd written the last one. I'm going to see if they will let move the LED sign down to where the banner is. I've got a huge investment with the LED sign and sure hate to see it wasted.

Well I've got a couple of different banners that price point a couple of services and one that say's "We Do All Repairs" . What's become apparent as well is it doesn't really matter what's on the banner.. I have always known change is good and people generally see what specifically has changed they just notices something changed. But I've been doing this a long time and I've never seen it to this level. I've got alot invested in the LED sign and I've been contemplating seeing if the city (who don't mind collecting my taxes but don't want me to do anything signage wise that make my business more noticeable) will let me put the LED down to eye level. It's a weird one...

I have run into a interesting dilemna. Let me give you the background and then the issue. Background I have many levels of advertising/marketing, from social websites to an LED sign at each one of my locations (5), all but 2 are in different towns and markets so they all have different strategies except they all have LED signs. They have become a very valuable part of the "campaign", if you will. I staggered purchase/install out over a 3 year period and have seen great results in all but one location (it's my toughest location, hit hard right now but my fixed exp are so low that it's still profitable). Issue The LED sign virtually is ineffective. It's like no one notices it. In an effort to change things up I got a sign permit ($20mo.) to put a banner out front and it blew up! I mean 40+ more cars a week and a great customer base. MIND BOGGLING.. But hey the "sign nazi's " (sorry that's what I call them, they are horrible to deal with in any town) said I could purchase the permit monthly and all is good. Except I've got LED this sign... hmmmm.. Of course, I go back to renew the banner permit and they tell me "since you have an LED sign you can't continually get the permit, this will be your last one". So I ride it out and take it down...car count and sales bottom out.. even my regulars.. MIND BOGGLING.. So in an effort to change it up, I call the city and ask if I turn my LED sign off, can I put the 2 sided banner back up. They say yes and we're off again! For some reason this is dramatically affects my business, even my best customers only show up when the banner is out front. What would you do?

By the way my wife laughs everytime I call it "Adult Daycare". It REALLY feels like it some days...REALLY FEELS LIKE IT!

My general rule of thumb and policy is "You don't have to like each other to work together, but you do have to work together" In my experience these situations generally arise from one of two reasons (sometimes both). Work and Personal Work : Generally if there is an issue it's either an employee isn't doing their job or someone "thinks" another employee isn't doing their job. Both are fairly easy to handle if addressed. Shop policy and procedures will eliminate most of these. If you don't have one...make one! Personal: This where it gets sticky. I genuinely want all of my employees to be successful, from the "greenhorn" to the manager so I will spend a little more time addressing these. And the infamous "sit down" can help but I have taken it a step further because I think it sinks in a little better. I will sit down with both employee's and mediate the issues (the best you can) and I will write down the issues and how they are going to be addressed from this point on. I will make a copy for both and have both of them sign them. Something about writing it down and signing it makes it more real. I will explain that ANY further disruptions will result in serious consequences because after all we have job to do and... "You don't have to like each other to work together". This process will weed out the person who genuinely wants their job and as unfortunate as it is you may lose the better of the two. But at least you know who wants to work and is able to put their differences aside. It's better to have one and it be productive than two and the whole shop going down with it. With that being said, all issues need to be addressed as soon as possible. I apply the same policy as I do customer issues...immediately!

It is true that it's not for everyone. You will not hear me disagree and there are a million reasons why it isn't good for you. It looks like what you are doing is working for you and that is a good thing! I guess the issue I'm struggling with is the assumptions or perception within the industry. * Cheap oil and filters are used. I am fortunate that I have the buying power to get my COGS down but I can promise you it wasn't easy. Volume also dictates price in this area. * High Pressure Sales or Bait & Switch. Of course, we do take the opportunity to check a vehicle out. To be honest, I think it's a disservice to NOT check over my customers vehicle. But there is no high pressure, we just inform and educate, and the rest will come. It's a process and I promise you it takes patience and long term thinking. Interestingly enough my oil bays have become a great source for repair work, more so than flushs, add-ons, etc. Early on I resigned to the fact I wasn't going to "make money" on the oil change but I would in the long term, getting those 3-5 times a year to build relationships with my customers. Check out "Customers For Life" when you get a chance. It's a great read and although it's not directly related, you'll get the drift. Again this is just me and I have found it to be effective. I didn't start out doing things this way, in fact there was a time when I had maybe 10 oil changes a week.

At this point, I am regretting using the "independent" thing in my first post, because to be honest it was meant to be funny sarcasm not derogatory. Sorry guys!

By the way I just wanted to add that I am in SC, I started in Atl.

Joe, I first want to apologize for the use the phrase "lurker" maybe it's not the best terminology. Basically I've been watching and reading for a little while now and I really enjoy it. My biggest issue is I just don't have near the time I would like to write in the forums. I will make a more concerted effort to do so in the future because gentleman I genuinely respect all of you. You are all class acts, I've seen it and read it for a couple of years now. I guess that's what motivated me to post to begin with and you are correct both oil change and scan test can be debated to death. I just wanted folks to know that there was someone out there whom it works for and I am not a crook or "bait and switching" the customer from any point of view. I felt comfortable enough with these forums to do so because of the open exchange of ideas and the top notch folks on here. I digress.. I too am a dreamer. I am so motivated to change the reputation of this industry. I, like you, am a hard working honest man and nothing bothers me more the general perception of our industry (I am reminded of a story/post I read here about a customer out in the shop talking to a shopowner's son about making sure he went to college so he didn't have to work in the shop...WOW that hit home!) and how we can be our own worst enemies. I knew from the beginning that I wanted to be part of the next generation of auto shop owner's and operaters. Let me give you a quick run down of my history. At 19 I was looking for a "job" and just happened to stumble one as a lube tech in a 8 bay shop in Atlanta. It was 6 bays of repair/maint/etc and 2 bays for oil changes. We averaged about 300 cars a week, split 50/50 with OC's and repairs. I had never really worked on cars much to that point but was always mechanically inclined, so that part really just came easy. About 2 wks in I had that shining moment in my life where I had found my calling. I knew I wanted to own my own shop and I wanted to be one of the good guys doing it. I immediately dove into tech school and working on the thing I didn't prefer to do..deal with people. I'm a personalable guy and love people but given the choice (even today) I would be OK locked in my office with my laptop. I knew even at 19 that I was going to have to excel at every position in the shop to be a good owner. So long story short I did those things, and now I am a multi shop owner with 5 shops in 4 different markets, doing all things to all vehicles. Noone handed me anything, I earned it, and I have made alot of mistakes but the hard work and honesty pulled me through along with a couple of key things. * Be Honest * Treat Your Customers Like You Would Treat Your Grandmother * Good People (employees) Solve Problems! * Communications Is A Must (both with customers and employee's alike) * It's A Big Pie (we only need a sliver) There's alot more to the story but I won't bore you any further. Thanks for letting me be a part of your dream. Collectively we CAN make a difference!

Carx, Thanks for your comments, great stuff. I'm short on time this morning but will get back to you on this tonight. I think you'll find the demographics interesting and when I give you the whole story you're going to be surprised as I am!

My passion to change the perception of this industry both inside and out drives me continuously, almost to a fault. So when I read statements (not all directly by you of course) that knock down the things I'm doing, it get's the blood pumping. I am so open minded and open to new ideas so when I find something that works for me I just gotta "spread the love", again maybe to a fault. Sorry, it's just me.. You are absolutely correct, I really am an independent and you add that to my openess to try and do new things that would certainly explain my gravitation to this and you great folks. So I want to apologize if I sounded condecending. I was really eluding to that when I said I was there not so long ago. I'm a blessed guy. I fell into this industry completely by accident and fell in love with it instantly. At every level I pushed myself to be the best and I am fortunate enough that at 38 yrs of age I am where I am. I think much of the success has come from the openess to try new things (and I promise they all haven't worked, some where miserable failures) and to meet and exceed the customers expectations. The rest falls into place! At 38 I've been doing this almost 20 yrs....still have to remind myself of that. I absolutely agee about the public needing to be educated about the necessity for "diagnostic time" and I will say again it has taken me some time to come arounf on the "Free Scan Test" and we only do it occasionally but it actually has become a great way to explain how the diag and the time involved, a segway if you will. Before we lay a hand on the car, we explain that the scan test is really only a code pull that will give us a direction, and then it gives us that opportunity to tell what we will need to do from there and the time and knowledge involved. My experience has shown that a properly communicated to customer will almost always give us an hour of diagnostic time. The battle on this is from within, the technician inside me screaming. It's actually a little funny, my techs are more on board with it than I am. I think because they understand that alot of people know the parts houses down the street will do it for free and my techs would rather be the one doing it and getting the opportunities! May we all grow and prosper in the way that best suits us!

Definition of Bait and Switch: -A sales tactic in which a bargain-priced item is used to attract customers who are then encouraged to purchase a more expensive similar item. Did anything I post really ring of the true definition of "bait and switch". Nope. The truth is I offer a much better price than most on an oil change and occasionally a "free scan test" to get a customer in the door that might not have, to show them the quality of service and repair that I can offer. And guess what it's the best advertising I do! Not only did I take care of my customer in a timely professional manner, I did so in a manner they can afford 3-5 times a year. And when it's time for the repair or the 60k service, it's me they are going to remember because not only did I save them $10-$12 on every oil change this year, I did it as quickly and much more professionally than the guy around the corner. It's not bait and switch, because we give them EXACTLY what they want....quality service at a value. You may wonder why I'm pushing the issue here or why I even care. I probably shouldn't because I am doing well and I can go to bed tonight knowing that I did it the right way. But the issues and posts I see here are me 10+ years ago and I've crossed over that bridge and gotten to the other side. By the way, did I mention because I get over 200 cars a week in each location that we are one of the biggest donater to the local food bank. My employees andcustomers are awesome and appreciate a convenient place to drop them! I'm pretty confident that I'm wasting my time but whether it wants to be admitted or not. There are plenty of us out there doing things as well as or better than the "independents" and we are not taking advantage of anyone, we are not shade tree, we do not bait and switch (we offer value), we are not going under or away, and most importantly I run a strong profitable operation...for 15 yrs. PS- I bought 5 of your books for my shops today. I got them on Amazon (mostly cause I order some other things there) and can't wait to put them in my show rooms! -M

Hello Folks, I have been a lurker on your site for a couple of years now and enjoy reading and seeing things from an independent shop (yep that's what we call you guys ) perspective. I am an owner of 5 locations of a national automotive repair franchise. The questions and problems you are facing today we crossed over 8-10 yrs ago. This set of posts hit home with me because for years we have offered a value priced oil change and coocasionally a "free scan test". I find it interesting, the assumptions being made as too why we do so. I can assure you of a couple of things: 1.) We are NOT going under... 2.) We provide a Premium service, we do NOT cut corners. 3.) My management and technicians are professionals. 4.) We are hard working HONEST people. Oil Change So you ask why? Well there are several reasons but let me address the "oil change" first. What service needs to be done on a vehicle the most? Yep the oil change. So in a diluted market of "on every corner" oil change place I want that maintenance work and the opportunity 3-5 times a year to find and bill labor hours! Even it that means giving up some of my oil change price. Quite frankly guys I have $8 in an average oil change. That's with a synthetic blend 5w-30 approved oil and a quality oil filter. You've have to work it to make it work! It costs on average $12-$15 easily to advertise per customer. Guess what..each one of my 6 bay shops averages well over 200 cars a week. We get 3-5 times a year to look over the vehicle both for repair and maintenance work alike. It pays for itself and actually gives our customers the additional funds they save on the oil change to spend in other areas on their vehicle. Having done it for several years now I can say with much certaintity that it works and it's not going away. Now I will be honest and say that it does have some draw backs but they can be handled and addressed easily. And yes it does bring in the occasional "bottom feeder" but hey doesn't that go with just about anything? How about the scan test? I will tell you that it has taken me awhile to come around on the "Free Scan Test" concept. Having been a technician I thought it demeaned us. "My knowledge and experience deserves more than a Free Scan Test!" But to be honest if we keep it simple and to the point and educate the customer then in almost always turns into billing diagnostic time. My Free Scan Test is simply that.. a quick code pull. Upfront the customer is advised so and they are advised that it may need more diagnostice time. The phrase Bait and Switch crosses your mind right now, right? Look at it like this guys, they are going to go somewhere and to be honest I would rather have them come to me and educate them instead of AZ and they get sold a bunch of parts they don't need (O2 Sensors come to mind). Handled right, and some training is required, this to can bring in more business that otherwise wouldn't have come in. I guess more than anything I wanted you to know that some of these things do work and have increased my business substantially. I am a firm believer in that more cars equals more opportunities. I want as many opportunities as possible! In summary, I would challenge you to take the excuses out of why you don't want to or can't do these things and start finding reasons why you should. I run my shops like you do and do these things as well. It can be done! Everything is local. Even though I have a franchise name it is not well known where I am at so basically I have a independent shop(s) surrounded by the big box automotive repair shops and parts houses. I respect the independent shop and do not want to see it go away but if they don't get on board with some these concepts I am afraid they will. Just a thought...