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Joe Marconi
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Everything posted by Joe Marconi
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The world is in constant change. Adjusting to change brings both struggle and challenges. However, never before has such great changes taken place in the automotive industry as in the recent past. For those of us who are veterans to the auto industry, we have seen a great transformation. Sadly, many will not be able to adjust to this change and many businesses will die. It’s natural. Just has in the wild, only the strong will survive. We will continue to see an increase in competition, which gives the consumer more choice. And as the automobile becomes even more complex and more reliable, the service industry will be redefined. But just as in the wild, for those who endure will reap the rewards.
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It has always been my policy to give my people the opportunity to earn a respectable wage. I feel that to attract quality people and to keep them, my company must compensate and reward the people who are producing and contributing to the success of the business. But today, money is not the only motivator with many young people. The demographics have changed. You still need to offer an attractive salary and other monetary benefits, but there are other factors to consider. The up and coming generation may not be as loyal and will look for benefits such as flex time, respect, a quality work environment and a chance to move up the ladder. These new considerations will shape a new perspective on how we hire and what we offer new hires in the future.
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Great comments Bill. You have deep understand of the human spirit. And I agree, people are most often upset by outside forces. When things go wrongs, it sometimes has more to due with things going on with their life and we become the punching bag.
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Welcome to AutoShopOwner. As one of the administrators I want to personally welcome everyone to our exciting new site. We welcome your opinions and comments. As a shop owner for more than 27 years and a veteran in the auto business for more than 30, I fully understand the needs of the modern shop owner. Together we will share knowledge and learn. The opportunities are endless. And you have my promise; AutoShopOwner will be a valuable business tool and resource. Thank you and looking forward to networking with everyone, Joe Marconi Osceola Garage New York
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I hear too many stories of shop owners who spend 30-plus years building a business and at retirment give it away or simply close the doors. Too many of us are just too busy working to plan for the future. It’s a shame that for many there is no legacy, just closed doors. Don’t we deserve more? Haven’t we earned the right to a legacy?
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Some say you should build your future business to be ready to sell it today. What are your plans for retirement? Do you even have a plan? What is your business worth? None of us will work forever, (well, maybe some of us will). What's your plan?
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Probably the best-spent advertising dollars is right in your own backyard. Giving back to the community not only make great press, but helps your business reap future rewards. What community involvement has been a goal mine for you?
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The value of networking cannot be overlooked as a way to increase profits. There is so much knowledge from your peers. The people in this industry are so willing to share their experiences. It makes sense, get involved.
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I believe in giving technicians the opportunity to make a salary that they can be proud of. Techs should be on a performance based bonus plan, which rewards them for exceeding certain goals. How many are in agreement that improvements in productivity and profits can be achieved by a performance based payment plan?
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What process do you have to minimize comebacks? How do insure that a job is performed to best of your ability? Keeping comebacks down to a minimum is crucial for success. Do you have a process where cars are inspected before delivery?
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Most of us are in favor of ASE certification. But that’s voluntary. Would mandatory licensing help our industry? After all, even barbers need a license to cut hair. Would licensing improve the image of our industry and attract more quality people? Or would mandatory licensing add bureaucratic burdens on an industry already burdened by rules and regulations? -
We all know the customer is not always right. But sometimes it really doesn’t matter. Now, I’m not saying that from time to time, it’s best to let an unreasonable customer walk. What I am saying is that you should make every effort to salvage a relationship even if you think the customer is dead wrong. The customer’s perception is their reality. If you argue, you loose every time. Wouldn’t it be better to find a resolution and move on?
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Probably the most important step in the service process is what happens when the customer pays the bill. Who is handling the payment process? Where is the car located for pick up? Will the customer get a follow up phone call? Was there a review of the work and an attempt to book the next appointment? We all know the repair is important, but the customer can’t see that new timing belt your tech just installed. How she is treated at car delivery can determine if that person will return.
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Walt Disney preached, “Treat your customers as guests”. Your service department must be as inviting and as warm as when you invite friends or relatives into your home. Is service excellence lacking today? Are they just marketing words?
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One way to improve moral and gain loyalty from employees is to get them involved in the process of decision-making. It’s not all about money. People work better and are happier when they know that their employment is important to the company. I suggest holding regular meetings and ask the advice and opinions of your people. You might be surprised at the results.
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Would you go food shopping, pack all the food away and only eat half of it? Wouldn’t that be a waste of both time and money? Are you guilty of this? Not with food, but with part inventory? When parts sit on your shelf too long, you’re throwing money away. How do we control our inventory? How do we determine what and when to buy and how much?
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Your policy and systems must be in written form. Everyone you employee must know what is expected of them. Dress code, job descriptions and procedures are just a few things that need to be clearly defined. What methods do you use to insure your people are all on the same page?
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To compete today you need to use what technology has to offer. Calling all over town for prices and availability can slow down production. Do you homework. Find a supplier that offers online ordering of parts and you will increase your shop productivity. Systems like Mitchell Manager allows you to generate an estimate, log into your local parts supplier, check availability, order the parts, put the parts on the invoice and check your profit margin! If you have the ability to link to a parts supplier via the internet, I urge you to do so.
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To attract quality people we need to offer a great compensation package. We need to consider; a reasonable salary, vacation time, sick time, retirement plan, health/medical benefits and an inviting work environment. The requirements of our business are very demanding. Tough complicated work, huge tool bills and long hours. It’s also a matter of respect. Aren’t we obligated to offer our people the benefits they deserve?
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Terminating someone’s employment is never easy. Knowing when to fire someone, at times, is even harder. The next time you’re thinking of firing an employee, but just not sure, ask yourself these questions. One: If this person came to you and said he was leaving, how would you feel? If you feel happy, that person should be let go. If it would upset you, then more work is needed to salvage the relationship. Two: if this person were applying for a job today, would you hire him? If the answer is absolutely no, then it’s time to cut him loose. What methods do use in determining when to pull the trigger?
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Perhaps your most important tool…the telephone. But who is answering it? Are they trained and qualified? Would you assign just anyone to your alignment machine or tire machine or brake lathe? Absolutely not! You train the right people on your equipment to qualify them to operate it correctly. If they are not trained properly, profits suffer. How about your phone? Are the right people talking to your customers?
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I believe that it’s not what we think that matters when it comes to customer service. We need to find out what is important to the customer and give it to them.
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They say you have one chance to make a lasting impression. What does your company do to make that customer experience unique and want to return again?
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They say you have one chance to make a lasting impression. What does your company do to make that customer experience unique and want to return again?
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Scheduling for profit is an art. If you schedule too many jobs you run the risk of not being able to up sell and allow for emergencies. Book too little and your techs may be sweeping the floors by 3:00. What method do you use?
