Joe Marconi

That's why I don't play golf...something like that would happen to me too!

Cheap Prices, Great Quality, Outstanding Service Do you think you can run a successful business by offering the cheapest prices, quality repairs and outstanding customer service? I think you know the answer. In business you need to identify what type of business you want to become, which will determine what type of consumer you will need to market to. There are many businesses that brand themselves as the “Cheapest in Town”. This can work, but you can’t offer the cheapest prices, the best quality and outstanding service and be successful. You need to choose what type of consumer you want to market to. Put it this way; if you run a hi-end European repair shop, servicing BMW, Mercedes, Jaguar, Land Rover and Porsche, you cannot brand yourself as the, “best prices in town”. It just won’t work. So remember: Create your business identity (Your Brand), identify your target customer base and market to these people.

A member of the Massachusetts House of Representatives, Rep. Martin J. Walsh, who originally supported the right to Repair Act, is now urging his colleagues not to vote for the bill. Rep. Martin J. Walsh, a Democrat, was listed as one of the original co-sponsors of the Bill. According to Rep. Walsh, the claims that small repair shops are at a disadvantage are nothing further from the truth. He goes on to say that repair stations see it unnecessary to invest in a full suite of the tools and training and that the solutions are already in place. In other words folks, this politician is agreeing with the notion that the problems that we are faced with everyday in repairing and servicing our customer’s cars are all ours. We are the problem, not the auto maker. Our Problem??? We created TPMS? We created window door modules that need reprogramming after installation? We created transmissions that need reprogramming after replacement? We created idle relearn recalibration after removing the intake plenum to replace spark plugs? We created steering angle sensor recalibrating after a wheel alignment? I could go on and on, but you get the point. How do you feel about the right to Repair Act? Is it a waste of time? Are you all really happy with the direction we are headed? I know where I stand. I have been fighting for our rights for years, even at the State level, testifying before public hearings….tell me where you stand.

The insanity continues! There is a shift in this country that concerns me. It's as if there was a hidden agenda. I go back to my question; why build this mosque there? I can tell you why, it is a symbol of triumph. Now the rhetoric claims that America is the oppressor and that the terrorist attack on 9/11 and other attacks were brought upon by what America has done. Can you believe this! So I ask the Muslims and other immigrants to this country. If America is so horrible, why come here in droves? If you feel oppressed and hate this country, leave. If America is so bad, why build another mosque here? There are over 1200 mosques in this country already. Over 1200! The fact is that we (The USA) bends over backwards to be politically correct. We walk on egg shells not to offend “certain” people. Well, I am not afraid to speak my mind... speak the truth. And if anyone labels me because of it, so be it!

Excellent analysis! The balance between being profitable and competitive can be tricky at times, but being profitable is job 1. Let me add a few thoughts: Every business needs to do cost analysis to find what their breakeven is. Not that shops should settle for breakeven, that’s just surviving. But understanding what it actually costs to put the key in the door everyday will show you what you need to make a profit and how important it is to be profitable on every job. Also, identify your customer and market to your customer. Don’t worry too much about those that want the cheapest job. Competing on price alone is a recipe for disaster. I have to agree that shop efficiency is probably where many shops loose the most money.

We had a 2002 Subaru Outback today with a wheel shimmy at 55-60mph. The customer just had 4 new tires and a wheel alignment at another shop and the vibration was still there. We checked the balance, align and wheels...all ok. When we ran the car off the ground we found that the right side wheel wobbled as if the wheel was bent. We ran the car without the tire on the right side and could clearly see that the rotor wobbled badly. We removed the rotor to check the hub, it was good. We installed a new rotor and the wobbled was gone. If felt just like a tire balance problem.

Great points! Another thing, what if the customer has nitrogen in their tires????? What if you don't have nitrogen equipment????? Will you be required to supply nitrogen too, by law????

According to what I read in Tire Business Magazine, Starting Sept 1, 2010 all auto facilities in California will have to check tire pressure on all vehicles that come in for any type of service or repair. I repeat; all vehicles for any type of service or repair. The reasoning is for safety and energy consumption. How do you feel about this? Is is me or do I smell some legal issues here??????

Sad, funny...but true. Did you know that there was a Chrstian Church that was destroyed on 9/11 went the Towers fell and they have been fighting for a permit with the NY Port Authority and so far, cannot get it!!!!!! THEY CANNOT REBUILD THEIR CHURCH, BUT IT'S OK TO BUILD A MOSQUE People don't realize what is going on in this country. Why do we walk on egg shells for certain people??????

People have not changed, I think it's because we have seen so much for so many years that we are more sensitive these tough days. Ranger for hire??? I like that Gonzo...

Even in these tough economic times, when consumers are looking for the best deals, one thing remains true: you need to offer the very best in customer service and quality repairs. If you feel overwhelmed it may be because you are doing too much and carrying too much of the load. This will lead to frustration and burn-out. You mentioned getting organized; I think that is a good idea. Put a plan together to insure you are on the right track. Make sure you are staffed well and have the right people in the right places. Most of all, the key to your business is you, the leader. But, leaders must lead. Maintain a positive attitude and lead from a position of strength. Your people will feed off that and will increase your chances for success.

Now that's a great story. It reminds me of one of Sun Tzu's laws from the book, the Art of War: "Win without fighting"

We have had simliliar issues with used car sales people. All we want to do is give an honest inspection. Thinking about it....maybe it should be required that all shops hire x-Army Rangers....

Why I Oppose the Ground Zero Mosque I do not dispute the constitutional right to build a mosque 2 blocks away from where Islamic terrorists flew two jet planes into the World Trade Center Buildings, killing nearly 3,000 people. I do question the morality and intention of such act. Why there? What would we say if a Nazi organization planned on building an educational center next to the concentration camp at Auschwitz? I am a New Yorker, born and raised in the City. I watched those Towner being built, I watched them burn down to the ground on that infamous day, September 11, 2001. I have customers and friends who battled that day, risking their own lives to save others. I organized fund raisers to help families who lost loved ones. Friends of mine who were there that day told me, with tears in their eyes, as they watch their coworkers jump to their death from the windows of the towers. Maybe I am too emotional to think rational, but to me, this mosque is an act of provocation, a symbol of triumph for a twisted ideology that considers anyone but Muslim an enemy. This country was founded on principles, one of which is the freedom of religion. Another is the separation of the Church and State. I am not questioning the constitution, only the strategic location and reasoning behind this mosque.

About 5 years ago I started making notes on all customers who purchased a new car. I found that many were being offered free oil change or oil changes by the dealer. I did not want my customers to go back to the dealer, so I started my own “First Free Oil Change” for all new car purchases. Letters go out to all customers that purchase a new car, congratulating them on their purchase, and a coupon for a complimentary first oil change service. I make it a point that he needs to be their first oil change. The letter also states that they do not have to go back to the dealer in order to maintain their new-car warranty, which we reinforce when they come into us for the oil change service. This program has been very successful at getting customers to come to us after the new car purchase, instead of losing them to the dealer.

The saddest part of this story is that it happens too often to all of us. The insults and rudeness from some people is unbearable at times. I can’t tell you how many times I had to stand there while an idiot customer rants about a situation that in actuality is not really that big a deal. We had a customer come in the other day for an oil change and a state inspection. When we told him that his wipers were torn and would not pass inspection, he went ballistic and started shouting at the service advisor. He said, “that’s impossible I just spent $1,1000 on the brakes and steering at another shop, they would not have missed the wiper blades, you guys are ripping me off”. I heard the commotion and walked into the office to confront this jackass. Politely, BUT STERNLY, I told the man to calm down and stop shouting at my service advisor. I also told him that if he thinks we are ripping him off, he was welcome to leave and go back to the OTHER shop and have THEM inspect the car. (Why he came to us, I don't know). Grudgingly, he told us to put the wipers on. I know this guy will not be back, and truthfully, I don’t care. Thanks again for a great story. For me, this one was therapy…it’s easier to deal with things when I know we are all going thru the same issues.

That's a great tip, Gonzo. Maybe we should post more of our technical war stories. Afterall, if we can help each other to become more profitable in the shop, it helps our business.

A 2002 VW Jetta arrived at our shop the other day, the customer complaint…no air conditioning. The system was fully charged so we started our diagnostic tests and found that there was a pulsing voltage to the a/c clutch. The fan control module would pulse a 12 volt signal every few seconds. After a little research we learned that a faulty compressor clutch could be the fault. We ohmed the clutch coil and found it open. We replaced the compressor clutch and now the FCM sends a constant 12 volt signal and all is ok. Maybe others have seen this, but it stumped me and my lead tech at first. Apparently, if there is a problem with the clutch coil, the voltage will pulse from the FCM. It’s a good thing we did a little research to find how the system works before shot-gunning the problem.

As much as I hate it, I am going to OE cats too. I will keep everyone informed and updated. We do a lot of cats, and not just for emssions failures but also for rust thru.

Glad to hear from you! Welcome back! I understand you need to do what you need to do in order to survive, but I still am not a fan of installing customer supplied parts. Do I do it on occassion...yes. But it's not the rule and my customer understand that. I had a customer come in just today, he tried to install his own shocks and found all the bolts seized. Now, he is embarrssed and asks me to install the shocks he bought already. Of course I am not going to refuse him. Just put togther a game plan and do what is profitable. Stay away from things that are not profitable for you. Stick with with and "ride" it out. It will come around...it always does. Good luck!

Oh, sorry, misunderstood. I was concerned with the fact that we were using an aftermarket cat company and the replacememt cats we were installing were failing.

I don't think the dealerships will win the war on capturing the market share of the motoring public...but, they will surely win a lot of battles. The aftermarket is a resourceful and resilient group. We just need to focus on what we can do and think out of the box. The auto industry is huge and we need to keep things in perceptive. It will be tough in the years ahead. The car makers are purposely building cars that will force many car owners to return to the dealer. Many frustrated shops will throw their hands up in despair and give up too. The amount of money needed to stay ahead of the curve will be burdensome, at best. But we must never give up. We cannot become the blacksmiths of the early 1900’s. We are better than that. We will need to redefine who we are and what business we are in. Changes will occur, be part of it and help create it.