Joe Marconi

Is it me, or are we finding more and more rusted and rotted brake lines than ever before? I know those of you in the south, where you never have snow, may not see this, but in the northeast we are seeing an ever increasing amount of rusted brake lines. We are also seeing an increased amount of rusted-through frames and rotted fuel lines. I have heard that many towns and cities use a different chemical, combined with salt to coat the road during and after a snow storm, but I really can’t verify what every municipality does along the rust belt. But here’s what interesting; it seems the most cars that are affected are those makes and models from the past 10 or 12 years, or so. For example; we see a lot of Chevy and Ford trucks with this problem, but we see older trucks, from the early 90’s or 80’’s they don’t seem to be as affected. Would like to hear from other shops along the Rust Belt…

How do you celebrate the holidays with your staff? Or do you at all? Each year I take everyone at my shop to a local restaurant, including wives, husbands or a guest. We used to also hold a party at the shop, usually on the afternoon before Christmas Eve, but that got too difficult since we expanded our company. I feel that it is important to have some sort of celebration during these times to show thanks for the people in your company. What do other shops do?

Great point Gonzo. One of the down sides of increasing staff is the loss of correct communication at times. Remember playing telephone as a kid? This is what we are up against at my shop and slowly finding ways to solve this issue: A tech speaks to the foreman to review what he found. The foreman talks with the service advisor, the service advisor talks to the customer and back down the people chain again. Something gets lost in the process. We are recreating our workflow, to have the tech speak directly to the advisor. But the issue is that sometimes the advisor interprets it differently. It's a work-in-progress, but you are right; we need to be sure of what we are saying and explain the details.

Car Delivery: Make a Great “Last” Impression We often speak of making a great first impression with customers, but making a great lasting impression at car delivery is equally important. Every contact with the customer is an opportunity to create a memorable positive experience. At car delivery, review the work performed in detail, highlight anything that was done at no charge, review your warranty policy, book the next appointment and most of all; express to the customer that you truly appreciate their trust in you. A positive experience will increase customer retention and help grow your business.

I really don't know what to think, not that I am a fan of the dealerships, but this type of stuff makes us all look bad. Are we to take the first mechanic as the only expert? I don't like fruad, the compressor exploded? I must believe that there are a lot of honest shops out there that are doing the right thing, each and every day. I guess the only good part of this story is that the attack appears to be mostly directed to the dealerships and next the national chains.

Power back, all back to normal, now let's see if we can play catch up with sales...

Welcome aboard Greg! Glad you joined us. Ask away, that's why we are here. This is where the rubber meets the road for all business issues and comments and questions. Joe Marconi

Frank, that was so funny! You always find a way to brighten my day. A million THANKS!!!!

I would like to know what shops are using a time clock to track techs time per job and/or start time and end of shift time. And, do you feel that the use of a time clock helps to improve productivity?

We got a foot of snow! Power down at the house, got it back last night. Power down at the shop too. We were working in the dark today with hand tools only!!! There are fallen trees everywhere with roads that are closed becuase they are not passable due to fallen trees and live power wires. It's like a war zone in my area.

Without mentioning part companies, has anyone been having issues with brake squeal and noise lately with brake pad replacements.

We recently had a customer tell us that we were nearly $100 more expensive on a Timing Belt job (Volkswagen Bug) than the dealership. I called that dealer (as a regular customer) and asked for a price on the same vehicle, only find out we were, in fact, $89.00 higher. Now, we all know the price game when people call on the phone, they usually give a bottom, starting price. Also, how complete was that price? And, what would have the price been after the car was inspected at the dealership is another story. The fact is we see more and more lowering of prices in service as dealership, especially from Toyota, Honda, Ford, GM, Subaru, Hyundai, Nissan and Chrysler in our area. The goal is to increase car counts in the service bays. Smart dealerships understand the relationship from the service bay to selling future new cars. As independent shop owners we need to be aware of this. I don’t want to enter a price war with the dealerships, but I don’t want my customer to perceive the wrong message either. Any industry that enters a price war will have deep casualties among all. Your thoughs?

ASE Online Testing To Replace Written Tests This November, 2011, ASE (The National Institute for Automotive Excellence) will offer its last written technician certification tests. All future tests will be offered in computer-based format in four two-month sessions throughout each year. Winter 2012 registration opens on January 10, 2012. Testing will run from January 17 to February 29. For more information on ASE online testing visit: ASE Web Site,

Looks like you are blessed with a beautiful family!

I'm just sitting at my desk reading your article and laughing my butt off. Gonzo, you have this talent of telling the world the "exactly" the way things happen. The funny thing is, any mechanic out there can claim this story as thier own. We all have the same stories, maybe just a little different from each other. The difference: you it tell the best!

This photo gives me the chills. I have 6 Rotary lifts, 1 Mohawk, 2 Snap On and 1 Hunter. The Hunter is by far the best, but the Rotary lifts have not giving me any problems. The Mohawk is top quality too. My Snap On lifts are always a problem with speed, locks breaking, parts wearing out and one side out of align with the other.

Welcome to ASO, looking forward to exchanging ideas and thoughts

Frank, thanks! I can always rely on you to brighten my day! Keep them comming my friend!

A recent report from Lang Marketing Resources Inc. reported that in spite of the economic climate, service stations, independent garages, repair specialists and foreign car specialists are generating about 2.6 billion more in service revenue in the U.S. car and light truck aftermarket this year vs. 2010. This revenue increase is coming primarily from the Do It For Me (DIFM) sector. In striking contrast, the same report projects that new car dealerships will lose more than $750 million in service market products. Service stations and independent garages now account for 29 percent of the total aftermarket DIFM market. What does this mean for the average shop owner today? It spells out: opportunity. This is your opportunity to continue to grow your business and be part of the growing DIFM market; a market that has chosen the independent auto service provider as their preferred choice. One important factor; the strength of the independent aftermarket it is not about price. National chains across this nation that have built their business model based on discounting and low price do not capture the hearts of the average consumer. Independent garages are typically priced higher on most basic services and repairs, but have far less issue with price. The average independent garage has proven that although price is always a concern with consumers, the actual determining factor in choosing a service facility is the relationships the shop has formed with its customers. Every shop owner today needs to ask, “Am I up ready for this opportunity and will I put together a plan of continuous growth”? The plain truth is that if your business is not growing it’s falling behind. The level of success you achieve for your company is directly determined by how you plan for the future. I want to make one thing clear; success is not measured against the success of others. Your personal success depends on your ability, the abilities of those who work with you, your determination and the steps you take each and every day to do better today than you did yesterday. You can build an empire, but that empire will be your empire. Too often people base success on the fortunes of people as Donald Trump or Bill Gates. What they achieved as no bearing on your personal success. That’s not to say there aren’t people reading this that have the greatness to become a Bill Gates. It just means that each of must work hard to achieve the best we can be and never settle for mediocrity. Never settle for being average. Anyone can be average. Striving to be average can become a curse that breeds complacency. Once complacency sets in, your business is doomed. Work hard to become your personal best. And don’t forget about the people who work with you in your company. Part of your job as shop owner and the leader of you company is to recognize the strengths of the people who work in your company and find ways to make them better. This concept will help insure your success. Growing your business requires taking the time to create a plan, determine what your goals are and outline the steps you need to take to achieve these goals. It also takes vision; the vision to see your company in two years, in five years and in fifty years. Most of all, your plan must be written down. The great Sun Tzu, author of “The Art of War”, preached that to be successful requires a well thought out written plan. If the plan is only in your head, it is nothing but a dream. Growing your business is a journey, not a destination. Growth stops the day you put the key in front door for the last time. Make that last day your choice, not someone else’s. The decision is yours; if your business is not growing, it’s simply dying. View full article