Joe Marconi

How are shops doing with training and what is the quality of training you are getting. In our area, our training is thru CARQUEST Auto Parts. CARQUEST has their own training company and they also use EAST Training from New Jersey. Each year we sign up for a block or seminars. CARQUEST has a nice program; each shop can pay one price for up to 6 techs, there are some considerations for one man shops. Overall it has been very good for us. What's happening around the country and in other countries?

Summer is just about over and we need to turn our advertising and marketing thoughts to gearing up for winter. What new plans are in the works for shops out there. What successes have shops had with old marketing ideas. The fall is perhaps the best and easiest time of the year to promote preventive maintenance, at least in the northern states. Here's one thought; Remember Last Winter, Be Prepared! Other ideas?

Thanks! Yes she is a very nice girl and they go perfect together. My son is an financial analyist for a commercial banking company. They live in San Francisco, California, we happen to be out here on vacation when he proposed and gave her the ring. They plan on getting married at a winery in Sonoma Valley.

Gonzo, we are often held to a higher standard than doctors. Think about, a doctor we tell you; I don't know what is wrong, we have to perform these tests and try this medicine and I don't know if it will help. You get charged for the visit, the tests and the meds, even if you are still sick or even worse. And you get charged whether you are cured or not! With us, we have to be spot on, give the right diagnosis the very first time and if we are not, we are in big trouble. When the car comes back, for what ever the problem is, we often eat it. Will there ever be a day when we get paid each time, every time?

I am on vacation in San Francisco visiting my son. Last night he proposed to his girlfriend! Wonderful time here and very excited. The wedding is next summer. Be back in New York on Wed

We had a customer drive thru a flooded road during the last storm. For some odd reason the A/C compressor was damaged, it sits real low on this Mercedes. The adjuster arrived, wrote up the estimate, gave me his "comparable" price estimate for the part and "his" labor for the job. I told him, "Sir, you can write what ever you like, but the truth is I an not Monty Hall and this ain't Let's Make a Deal. Here's my estimate and here's the price I am going to get, either from you or the customer". He told me I could not call the customer. I reminded him that the last time I looked, this was still America and that I am the owner of my business, not the insurance company. After a few dirty looks and a few muffeled words under his breath, he agreed to my price. We all need to stand strong. I know it's a lot different for body shops, but the more repair shops takes this position, maybe we can help us all get what we deserve!

I am actually spending labor day with my son in San Francisco. Nice to get away! San Fran's not big on bacon or meat, they like tofu and veggies, but I will do my best!

My last align machine was a snap-on, it was good. When I built my new shop, I purchased a Hunter. Very happy, great product, great support. I sunk the rack in the ground, level. This way you pull straight onto lift, no ramp. This allows all low profile cars with no chance of damage to front bumper or spoiler. I also opted for the extended rack to do extended pickups. I have the optional TPMS program and steering angle sensor also. Hunter is a great company and one that keeps pace with technology. Hopes this helps?

The huricanne is over. Not as bad as expected. Lot's of wind damage and flooding. We are out of power. luckily we have a generator. No expected time when power will be restored.

It's a great topic. And, you are right...I wonder if these know-it-all treat doctors, lawyers and other professions the same.

Six Sigma! I am impressed. I have not met anyone yet in the auto business who has knowledge of six sigma. I have studied six sigma principles and use a lot when creating my work flow processes,especially in the area of reducing comebacks.

I had one of these Know-it-alls come to me recently and wanted to discuss a problem with his race car. As he spoke I began to fade. I stared at his face, but the words didn't make any sense. I could feel he was trying more to impress me, rather than to ask for my help. After his 10 minute monologue, he ask; "so, what do you think". I told him, "Sir, no disrespect, but I have been working on cars since I was a kid. I have been fixing cars for living since 1974, but to be honest....I have no idea what the heck you are talking about". He turned around and left. Sorry, but what else could I have done or said?

It's 5:00pm...nothing yet, just a little rain, no huricane yet. But I am prepared, Generator is all gased up, got food and water and cold beer. Now we wait!

Great question. Car counts must be taken into account as another factor in determing staffing for any shop. Before I expanded, my facility was a 6 bay shop. I can tell you what my business model was, which worked quite well and maybe you can draw some conclusions. For our 6-bay shop we had 4 techs, one service advisor and a shop foreman. I helped out on the counter when needed and helped with diag work, when needed. Our car counts back then were 100-135 cars per week. We were open Mon thru Fri and half day on Saturdays. Our avergae repair order was approx $375.00. We also have a clean up person who worked every day from noon to closing to keep the shop clean. This model for us worked. Every shop is different. Don't overload your shop with service personell. The right service advisor can handle one to three techs easliy. I recommend to create a lead-tech position or foreman to help with work flow. This will help with productivity. Most important; create systems and polices that MUST be followed by your techs and service advisors. This is key to your sucess. Hope this helps.

Another thing to remember; once I touch the car and accept a part from the insurance company I am responsible. I really don't care what rules or policy the insurance company wants to follow. I don't agree with a health insurance plan either that dictates certain doctors or certain medication. Do we blindly accept thier rules?

Doing something that goes against my core beliefs IS comprising my intergrity. End of statement. I have no issues with used hub caps, mirrors and other non-safety components. But when it comes to steering, brakes and other components that I deterimne may put my customer at risk or put others of the road at risk, I will not do it. I will not accept a used steering rack from a salvage yard I have no history with. Somethings go beyond making the sale. We are not talking about using the warranty company has a income stream. What I am saying is that above all, (at least the way I see it), I will run my business the way I want to run. I will dictate the rules and I will always put People Before Profit. This is the way I do business, and it's worked quite well for over 30 years.

Gonzo, we need more Roys in this world to put things in percpective. (How's that for a Royism?)

Frank...I am at my desk falling off my chair with laughter!!! Actually, it speaks the truth. Thanks, keep em coming!!!!

Only 17 states and the District of Columbia have mandatory state inspections. Many feel that the cost of running the program outweighs the benefits. Others say, leave government out of this. Let the people take care of their own car and let repair shops manage these issues. Should there be mandatory state inspections, nationwide? I say yes. There is a movement to pass a law (H.R. 229) that would require all states to participate in a mandatory Safety Inspection Program. Here’s why I am for this. In my state, New York, we have annual state inspections. My customers come in and there are usually no issues, they pass no problem. But, we get a lot of people that are not regular customers. The owners of these vehicles bounce around from shop to shop; they shop for discount tires, discount oil changes, discount brake job, etc. These people never establish a relationship; consequently their cars are not in tip top shape. They come to me for a state inspection, and many times will fail for a cracked windshield, tires worn due to an alignment problem, broken tail light, torn wipers, parking brake not working and other safety-related items. Without a mandatory inspection, these vehicles would never get the attention they need. Here’s one more scenario; I do accident investigations, helping the State Troopers and other police departments piece together the reasons for a vehicle accident, mostly when a fatality is involved. While most of the accidents are either driver error or drivers under the influence of drugs or alcohol, a great many of the accidents I see are caused by mechanical failure. The most common reasons: worn tires, worn brakes, leaking wheel cylinders, suspension failure, and others. I’d like to hear your comments on this, both from shop owners that are from states with an inspection law and those that don’t.

Jiffy Lube Announces Extended Oil Change Service? Maybe Not! When I read the headline that Jiffy Lube is doing away with their 3,000 mile oil change service interval, I was somewhat confused. All indications state that the Quick Lube industry has experienced a decline in car count for the past 10 years. So why would Jiffy Lube make this announcement? Well, it’s call marketing. Jiffy Lube service advisors will now work with customers to figure out what is the right oil change interval for their Particular driving habits. The customer is in involved with setting their own oil change schedule. Jiffy Lube, instead of surrendering to the factory extended service schedule, has found a way to win back its business. Initial results: 47 percent of customers have decided that they drive under severe conditions and have chosen an average oil change service interval of 3500 miles. An additional 43 percent have chosen an average interval of 4,100 miles. This means that 90% of Jiffy Lube customers have opted for an oil change interval of 4100 miles or less! They found a way to beat the OE recommendation. Boy, I wish I had thought of this…

That's an interesting thought...The Russin mafia. I really don't know. What I am convinced of is that most of these companies know exaclty how to skate aorund the law and work very hard to beat up the repair shop and the customer. They have no regard for the customer because they got thier money up front. It's not just warrany companies, I don't have much respect for insurance companies either. They too like to beat up the repair shops. And, I wish the body shops would stand up and stop accepting $45.00 per hour for their work. Now, the other side of coin; BG offers a lifetime protection plan on their maintenance services. As long as the customer sticks to the program, they honor the failure for life. We have had no problems with getting transmissions and other components warrantied. Then thier Jasper, their warranties are also good.