Joe Marconi

Highlights from the NACE/CARS Convention at Las Vegas The convention had more collision industry companies and OE presence than the auto repair sector. The overwhelming majority of people attending were also from the collision side. I did get a chance to speak to many shop owners from all segments of the industry and to many of the companies on the convention floor. The seminars were very worthwhile, both technical and business and overall the Convention was very informative and valuable. Here are some of the highlights: • Key note speaker, Kelly McDonald, spoke about the diversity in not only the work place but our consumers and how we need to change our businesses in order to compete in the future market place. She also touched upon the differences in the generations and how they will differ in the workplace and the challenges we will have with advertising and marketing to the younger generations, which are vastly different from the baby boomers. • There were companies like Elite that presented seminars and business solutions for both collision shops and repairs shops. • Many new car dealer owners I spoke to were at the convention to find out about the collision side of the industry and plan to expand into the collision business and auto repair business. For some, selling cars will no longer be their number one profit center. • May business seminars focused on the customer, the future and the how we need to become customer focused and get the people in our company working toward the common good of the company. • The collision companies dominated the convention from hardware suppliers, to paint, to body structure and glass. Many on-the-floor presentations showed new techniques for collision shops. • The OE manufacture showed their support for not only their dealer franchises, but to the aftermarket collision business. The OE promoted factory approved parts vs. aftermarket parts for collision shops. It appears that the OE, ASA and the collision side of the business are aligning themselves together, from my perspective. • AutoShop Solutions, a company that can help shops with Internet marketing, sales and training. • On the floor, mini technical clinics gave the attendees a brief overview of the complex future we are facing with respect to technology. • Mitchell1 and CARQUEST presented their new features and how they are committed to the aftermarket repair business. • Repair Pal was there with live demonstrations about their online service. There was a lot more, if I remember any other important highlights I will be sure to add them. Working the Elite Booth with Bob Cooper, Karen Cooper, Kirk Gray and Mike Boden was rewarding. It gave me the opportunity to meet many industry leaders and great shop owners from around the country and Canada.

Deliver Consistent Service I think we can all agree that people do not flock to McDonalds because of the delicious, healthy hamburgers, right? But how are franchises like McDonalds successful? Well, one of the reasons is that they deliver consistent service. Notice, I did not say the best service. People are creatures of habit and tend to return to what they are most familiar with. Businesses can create this feeling of familiarity by delivering the same level of customer service by all personnel, same quality repairs and by keeping the process from phone call, to vehicle write-up and car delivery all the same. Obviously we need to strive for outstanding customer service and the very best in terms of repairs, but without a consistent pattern for the customer to latch on to, you may be not be anchoring the customer to your company. Remember, even different people answering the phone with different phone manners and phone skills can cause inconsistency in your customer service. The more consistent your business is in the eyes of the consumer, the more repeat business you will have.

We use Indetifx also and it has saved us countless hours of diag time, it is truly a lifesaver. We also use IATN which is great also. The only plus with Identifix is that they post confirmed fixes and you can ask for one-on-one technical help. Identifix owns IATN too.

Welcome to AutoShopOwner.com! It sounds like you are a "Self Made Man", that's what America is all about. I hope you find ASO informative and has value for you and your business. Looking forward to speaking with you on the forums. Joe Cofounder, ASO

I want to remind everyone that this forum is for the open exchange of ideas and opinions and we need to conduct ourselves as professionals and respect each other as colleagues. We are all passionate about the work we do and that is commendable. However, shop owners may differ how they approach a particular job. We are all business men and must make decisions how we want to run our business. We live a free-enterprise society. We may not agree with someone, but it does not mean they are wrong or right. The thing to remember is that through dialogue we can all learn and benefit through shared knowledge. I greatly appreciate everyone’s input and look forward to continued discussions in a civil and professional manner. Thank you Joe Marconi Cofounder, AutoShopOwner.com

That is a nice positive story! I like the way you are thinking. Put a plan together (on paper) and start working the details. There is never a better time then there is right now...capitalize on your passion and momentum! I was in your position a few years back, I expanded, and I can tell you it was worth it. Don't get me wrong, IT IS A LOT OF WORK, and you will second guess yourself over and over, but if were easy, everyone would be doing it. Keep the fire burning!

Our business too is about 95% retail. The fleet work I have is ok, but many of them are demanding (which is understandable). Contractors are another thing. They want bottom line prices and want it yesterday. By the time a contractor brings in his pickup, it needs a ton of work and it's a hard sell. Any work we get from the local towns has to be approved as part of their budget, so we don't actively seek that work.

So far the event has been ok for the mechanical side, very good for the collision. The Collision vendors are here in full force and there is a lot to see. The seminars are great, from the ones that I took both business and technical. The attendance has been pretty good too. The OE also is also here, and it more dedicated to what they can offer to the collision side. Some of the more well know vendors here are: Elite worldwide Auto Shop Solutions Mitchell 1 Repair Pal Customer Link Jasper Engines and Transmission Identifix Motor Age Body shop Business Ford Chev Chrysler Hunter ...there are a lot more, just can't remember right now Today is the last day, flying home in the morning.

Fantastic information for ASO, I really thank you for sharing this with everyone!

Wow, I need to show this to my wife...or...maybe not....too funny!!

It's 7:30am Las Vegas time, I am checking in. This event is huge! Gonzo I will look for auto body news and I will take pictures too. I wll make notes and give a summary in a few days. Talk to everyone soon...

To answer Gonzo’s question. We don’t do nearly enough reflashes at present time, but we are finding that the number is increasing. We probably do a few per month. We primarily do Toyota’s, GM and Fords. If you run a full service shop and want to compete with the dealer you will need to consider reflashing. We had a suburban the other day with a power seat problem that needed a reflash as the fix. If we did not have the equipment and GM subscription, we would have to send the car back to the dealer. The money is made, however, when you promote reflashes, in other words; checking for vehicles that need updates as a routine service and looking for needed program updates when a car comes in with a driveablity, performance or emissions problem. It’s like anything else, if you invest the time, education and money to equip your shop with the ability for reflash cars and you let the tool sit in your tool box, it will never pay for itself. Hope this helped…

I am flying to Las Vegas Sunday morning and will return on Thurs. As many of you know I will at be the CARS Event with Elite Worldwide. I am working with Bob Cooper and Elite as a business coach and will be workng at the ELite booth, among other things. I will log on from time to time to check in, but keep the forums going for me! Joe Marconi

Do you have any employees now? I think you need to first sit down and begin to write some sort of business plan. It does not have to be a perfect plan, but something that outlines your present position and where you want to go. Take from me, in 1991 after being in business for 11 years I was nearly broke. Why? I built and business around ME and the busier it got, the worse it got for me. Busy is supposed to be a good thing, but when you are doing everything yourself, as you describe, it will only lead to trouble. Your problem cannot be solved easily. It will take time. You need to start hiring people. Find out what a decent pay scale is for your area. Take it slow, but do it. Here’s what I did back in 1991 when I could not work any harder anymore: I outlined on paper all the job titles I held; tech, shop forum, service advisor, bookkeeper, janitor, etc. And, one by one I replaced what I was doing with an employee. I started with a booker keeper, then another tech, then a few more techs, a cleanup crew and finally I hired a few service advisors. I gave myself a 5-year plan to accomplish this. Once I put the plan into motion, my business grew and grew it keeps growing today because I cultivate people around me, good people to help me succeed. I hoped I helped you. I may have given you too much at one time, but you sound like you need the help. Good luck, keep in touch.

Torque Converter Clutch Drop Out, 98 Dodge Pickup 2500 Diesel Yesterday, we had a 98 Dodge pickup 2500 diesel that the torque converter clutch would engage and disengage at 40-45 miles per hour, when warmed up. You could clearly see the converter clutch drop out and engage again on a scanner. The first thing we noticed during our visual inspection was that battery terminals were badly corroded. We cleaned them up, road tested extensivly and all is ok. Hard to believe! Like everyone says, always start with basics.

I will send you a sample

Please keep us posted...

I love that: Get GOD back to America....priceless!

Gonzo, when I started AutoShopOwner.com sort of knew it was a good. But, I must admit, after reading posts like yours and from other members, I am honored to be called a Shop Owner. Conversing with everyone has given me a new outlook on our industry. The wealth of knowledge we can share is priceless. Keep the stories comming; we can all benefit from them.

I am still using it, it's great!

Gonzo, there has to be "clan" of people out there that must share the same genetic makeup. No matter where you go, these people find us. Change the names, the town, and the shop....same clan of people! What I do like is how you handled the situation. I tip my hat to you. You do not waver, you stand your ground. You are a through-back from a time when people performed a quality job just because it was the right thing to do. Too many businesses today are caught up with the bottom line. Well the bottom line, for me, is doing the right job with honesty and integrity. I am sure you agree.

Where did you get this? did you write it? I need to pass this on...

Maintain Eye Contact With Your Customer Maintaining eye contact is a powerful sales tool. Service people who maintain eye contact will communicate that they are genuinely interested in the person they are speaking with, which will help increase sales. Eye contact during a sales presentation is as important as what is being said. When using your computer terminal during write up, look up from time to time and make eye contact with the customer. I know many of you are not born typists, but staring down at the computer screen during the entire write up process may send the wrong message. Pause from time to time, look up and engage the customer. This one tip will work wonders by making the customer feel more comfortable.