Joe Marconi

Good points, and agree. One thing to consider. I am from update New York. Most of the time you can't get an Uber or Lyft, they are not available. But if there were, that is a viable option.

Most communities have a variety of repair shops, dealerships, and franchise models. Do you consider them the competition, or colleagues? Do you think it's worth it to get to know other auto businesses in your community? To share and exchange business ideas and strategies?

There seem to be mixed opinions on what Business System is the best. And also, not all business systems fit a particular repair shop model. There are a lot of new players in the past few years: Auto Leap, Protractor, Teckmetrics, Shop Boss, Shop Monkey, and more. Are you happy with your system? What features are important to you?

Loaner cars have become more popular, and as you state, it needs to be managed correctly. Do you see increasing your loaner cars, or starting up shuttling customers home again in the future?

Here is an excerpt from a report from Lang Marketing: Read and enjoy! Six Major Takeaways Lang Marketing expects that new car and light truck volume will remain in low gear from 2020 through 2023 compared to the previous four years (2016 through 2019). Lower new vehicle annual volume will trigger five significant aftermarket changes that will boost the volume of aftermarket products from 2022 through 2030. By increasing used vehicle prices and shifting miles to older vehicles, lower new vehicle sales will boost aftermarket product volume through 2030. An increase in the average age of vehicles and more older vehicles on the road, both resulting from lower new vehicle sales, will provide a tailwind for aftermarket product growth. Although there will be fewer vehicles in the repair-age sweet-spot between 2026 and 2030, this will create a mileage shift to older vehicles and an increase in the upper age boundary of the repair-age sweet-spot, which will be positive for aftermarket product growth Lower new vehicle sales will slow the growth of Electric Vehicles on the road, increasing the use of ICE vehicles and pumping up their aftermarket product volume. Source: Lang Marketing Resources, Automotive Aftermarket Consulting, Research and Analysis

I have heard mixed messages from around the country concerning parts. Are you seeing acquiring parts getting worse or better?

I am from New York, so I can't speak in every state. In addition to owning a repair shop, I also did mechanical accident inspections, working with local police departments, law firms, and local district attorneys. Most accidents were due to excessive speed, drugs, and alcohol. If I found that there was a mechanical fault, such as bald tires or faulty brakes, there would be a personal lawsuit. However, if the car was just inspected by a repair shop for a mandatory vehicle state inspection, or just had a repair done that may have caused the collision, the shop that performed the inspection or repair was investigated.

It appears you are going through some of the same things we are, here in the U.S., although your economy may be a little worse than ours. And it also appears that your story and history are much the same for so many shop owners. I think we have been too cheap for too long, and as an industry, we need to take a real hard look at our price structure. That does not mean we can charge whatever we like. But, we need to be competitive and profitable. More and more are getting into the tire business, they see it as a way to thrive in the future. Our business is changing before us, and we need to think in terms of what services we can do to maintain car counts. I would like to hear from other shop owners to see what their view of the future will look like.

Plus, you guys drive on the wrong side. (Just kidding)

What you say is so true. We are at a crossroads in our industry much like the old blacksmiths of the late 1800s. Those that looked at the automobile as death to their businesses, didn't make it. Those that saw opportunity became our early auto repair shops. What we need to focus on is not what was, but try to prepare for what's coming. I have been in the auto business for nearly 50 years and technology has always been both an obstacle and an opportunity. What is coming will change our business model, that is for sure. But we need to find ways to capitalize on what's coming and adjust our business models to meet the needs of the future. It will not be easy, but I have faith in the independent shop owners. Why? We have confronted adversity before and always found a way to survive and thrive.

Great points JimO, especially with regard to the time it takes to do a proper oil service these days, and the time needed to reset the maintenance lights. This all leads to rethinking the costs and what to charge the customer. I do think that we need other ways to get our customers into our shops. Years back we would see customers 4 to 5 times a year for an oil change service, and the oil change was a lot simpler.

That is a great question. Out of the 50 states in the U.S., only 16 have a safety inspection program. So, most cars in the U.S. are not regulated at all by a safety test. I am from New York, and we have an annual safety and emissions test. The emissions test is just an OBD check. Safety standards are set for tires, brakes, steering, suspension, lights, wiper blades. Many states have done away with the required safety inspection, not sure why. The annual safety inspection in New York has always been a great way to ensure that cars are safe on the road. One thing, as in your country, there are repair shops that "bend" the rules too.

Let us never forget what happen on Sept 11, 2001: On September 11, 2001, 19 militants associated with the Islamic extremist group al Qaeda hijacked four airplanes and carried out suicide attacks against targets in the United States. Two of the planes were flown into the twin towers of the World Trade Center in New York City, a third plane hit the Pentagon in Arlington, Virginia, just outside Washington, D.C., and the fourth plane crashed in a field in Shanksville, Pennsylvania. Almost 3,000 people were killed during the 9/11 terrorist attacks, which triggered major U.S. initiatives to combat terrorism and defined the presidency of George W. Bush.

Eric, I see that you are from "Across the Pond." Welcome and great points of view. I like when we get perspectives from other parts of the world. How did you find Auto Shop Owner?

Frank, that's for the recognition, and you make a great point. When I started my business in 1980, I was a trained technician and ran my business that way. And oh boy, the mistakes I made from thinking as a tech when talking to customers. it cost me big time! Now, as you pointed out, I went thru a TON of training and learned the art of speaking to people and building relationships, among other things. I know it IS possible to have techs speak and discuss things with customers, and there is a place for that. But the shop must have a protocol on the do's and don'ts. Hope this makes sense.

I agree with all the comments. For the last few years I was in business, we were very careful what we scheduled as a wait. And if the customer gave us push-back and had to wait, then it was explained up the front what could occur if something goes sideways. BUT, customers still got upset. For that reason, wait customers were reduced to only certain simple services, and mostly on newer cars.

Even with tracking your employees, I still say that only a limited select few services can be performed on the road. Technology and the necessary tools are just a few of the driving forces that makes it very difficult for mobile repairs.

A great message. The customer's perception is the one we need to understand. It does all come down to marketing, and letting some terms go.

How do you cross-train your employees on every aspect of the customer experience? Also, techs will greet customers, work on their cars, and then perform the car delivery process?

Ha! You get right to the point! You make great points, Frank!

I don’t think there’s an auto repair shop in the country these days not looking to hire. At the top of the list is finding qualified technicians. However, while auto repair shop owners may be on the hunt for new workers, they shouldn’t forget the people they employ now. A recent Gallup poll found that while job seekers consider pay compensation and benefits package their primary consideration, it isn’t why many employees feel disengaged at work and may be looking to quit. A recent Gallup poll revealed these three main reasons why employees are disengaged at work: Not seeing opportunities for development Not feeling connected to the company’s purpose Not having strong relationships at work Shop owners, study the above bullet points and think about what you can do to get ahead of any employee who feels disengaged at work and may be looking over the fence for greener grass. Create a work environment where people feel wanted, praised, and recognized for their work. Make sure your employees feel connected to the company’s goals, vision, purpose, and mission. Lastly, build a career path for your employees that combines the needs of the business with the future goals of the individual. What it comes down to is culture. A strong workplace environment with high morale and the right culture will send a strong message to your employees and go a long way in helping to retain key employees.

Seats Are Filling Up for October's Fly With The Eagles Course in Indiana! Only a Few Seats Remain for Elite's Fly With The Eagles, October 4th-6th in Indianapolis, IN! *Mitchell 1 and JASPER clients - ask about your additional discount!* If you can't attend all 3 days, don't worry! You have the option to reserve single-day seats as well. The Fly With The Eagles course will give in-depth training on how to make your business more successful. Learn exactly how to: Improve your skills in time management, leadership, and goal setting · Fully understand your shop’s financials and key performance indicators · Find and hire superstar service advisors and technicians · Turn your existing employees into self-motivated superstars · Fill your bays with the right kind of customers through new marketing programs · Utilize your step-by-step Action Plan to ensure your ongoing success This series is presented by Joe Marconi and Kevin Vaught, who have both experienced extraordinary success as shop owners as well, so it’s no surprise that Fly With the Eagles is heralded by many industry leaders as the most powerful shop management series available to shop owners and general managers. Register soon, because space is becoming extremely limited!

Years back it was common to perform oil changes every 3 to 5,000 miles, and we would see customers 4 to 5 times a year. Today, you are lucky if you see customers once a year for an oil change service. So, what are you doing to maintain customers on a more consistent basis?

Great information, and great tip!

There seems to be a lot of mixed reactions since COVID on customers waiting for service. For many shops across the country, most customers drop off their cars for service these days. What's your strategy? Does it depend on your business model?