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Joe Marconi
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Everything posted by Joe Marconi
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Digital Vehicle Inspections (DVI) are becoming more and more common these days. I think this is a good thing. What I am concerned about is how the the DVI report is being used. I am not a fan of sending the digital report to the customer to be used in place of the service advisor speaking and explaining the results of the report first. Would a doctor send the MRI, lab tests, and x-rays directly to the patient without the doctor first discussing the results? In fact, there are times when the doctor never shows the report results. In my opinion, the DVI is a tool, and it's not meant to take the place of good old fashion person to person discussion, which is called customer service. Agree? Disagree?
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The only time I have done an exit interview is when a really good employee gave me his/her two-week notice. If I fired someone, I didn't bother to sit down with that employee, it was too uncomfortable for me. Maybe that was wrong? People quit for a number of reasons. All of us quit our jobs to further our personal careers as shop owners. Some people quit to pursue other careers. Some quit because they believe they are working in a toxic work environment. I do think there are lessons to learn with every employee that is leaving your company, for whatever reason. Do you perform exit interviews? Are there lessons to learn?
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How to Keep Your Bays Full, All Year Long!
Joe Marconi commented on Joe Marconi's blog entry in Joe's Blog
I know, it's not rocket science. -
We all know there are times of the year that are better than others and times when business is slower than what you would like it to be. While every company goes through highs and lows, there are things you can do to help keep your bays full all year long. One of the best ways to achieve a more consistent car count is to make sure that every customer that leaves your shop today has their next future oil change or factory maintenance appointment booked. Please don’t tell me you have tried this process and it doesn’t work for you; it does work. You can’t get out of your dentist’s chair before booking your next teeth cleaning! Let’s face it, the days of the 3,000-mile oil changes are long gone, so if you are waiting for the customer to book their own appointment, good luck with that strategy. You need to be proactive and book the customer’s next service appointment. I would also recommend booking your customer’s next tire rotation, which will be approximately every six months for most customers. Here’s the essential component of this strategy: Make sure all customers you have booked for a future appointment are logged in your calendar. And make sure that each customer receives a phone call or text a week or so before the appointment date; if the customer can’t keep that date, no problem! Simply book another day! This isn’t rocket science, but it does take a proactive approach on your part. Start today, and you will reap the benefits of this strategy in no time at all. What about electric cars? Well, they need services and repairs too. I will address that in a future blog, so stay tuned!
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Anyone Attending the Elite Invitational next week?
Joe Marconi replied to Joe Marconi's topic in Events & Trade Shows
The Elite Invitational was a huge success, with many great shop owners attending. The guest speakers were amazing, and the customer panel gave us their perspective on how they view auto repairs, the independent repair shops, and the new car dealers. An information-packed event!
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Remember COVID? Many shops suffered because of their lack of cash reserve. While no shop could fully prepare for an economic event like COVID, it is crucial that you build a cash reserve. What cash reserve do you have? How much cash reserve should a typical shop have?
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What are YOU doing about the Tech Shortage?
Joe Marconi posted a topic in Human Resources, Employees
Got your attention? Good. The topic of the tech shortage has been discussed, kicked around, and debated now for decades. It is nothing new. So, what are YOU doing about it? If we wait for some "entity" to solve our tech shortage, we will be waiting forever. Here is what I think, and tell me how you feel about this: All shops need to start an apprenticeship program Shop owners need to attend career days at the local high schools Shop owners need to reach out to tech schools and post-secondary auto tech schools and let them know of their apprenticeship program Shop owners need to improve the work environment to increase their employee retention rate Shop owners need to sit down once a quarter, do the math, know what they need to be profitable, and put a plan together to raise their employees' wages, including their own! Thoughts? Comments? Opinions? -
With high inflation appearing to be an issue for the foreseeable future, I feel it is critical for shop owners to continue to promote the value and benefits of doing business with you. Are your customers holding off on needed services or repairs? How are shops dealing with inflation? And don't forget, inflation affects YOU too.
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I will be at the Elite Invitational next week and also making a presentation on "Identifying Your Ideal Customer." If you are attending the event, please let me know. I would enjoy getting together. For more information, click the link below.
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Let us all take time this Memorial Day weekend to remember and honor those who have died while serving in the United States Armed Forces, protecting this great nation!
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There are a lot of components to this, and I just want to throw a few things out there. First, let me say that these issues may go deeper than what I am reading. When dealing with employees, it all starts with having the right people. When an employee has issues that seem to linger without a resolution, there may not be much you can do. People are who they are. I think you are doing the right thing by sitting down with everyone and getting their perspective on things. Be open and show you care. Every shop needs to do the math and make sure that the company is profitable enough to make any increase in pay. If at all possible, come up with a plan that gives the employee a competitive base wage with the opportunity to earn more, much like you are doing right now. There are many ways to incentivize employees, but it all starts with knowing how the employee feels, and what are their goals and needs. But remember, the wrong people will drain you, so make sure you have people that are worth your time, efforts, and money. Boy, I hope this helps. Please keep us posted.
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As a business coach, I am often asked, "What's the best ratio of Service Advisors to Technicians?" The answer, in my opinion, is not straight forward as you think. It depends on the type of work you do, your weekly car counts, and how your team is structured. My shop was general repair, with car counts of about 120 per week. We did a good mix of service work. We had six techs and three service advisors. I found that this was the perfect ratio for me. One of the Advisors was also the manager but was involved in writing service. You need to look at your particular operation. Do you have support staff that helps at the counter and on the phone? Are the bulk of the jobs you do heavy repair, such as heavy trucks? Are your car counts low with a high ARO, such as EURO specialists? And, do you have a parts person helping to procure parts? All these factor into the equation. With that said, What is your perfect ratio for your shop?
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Marty Long from Hills and Dales Auto in Ohio hosts an annual car show each year. He gets over 200 cars to sign up for it. A great community event and great marketing to promote your shop. Of course, you need to have room in your parking lot. But maybe smaller events can achieve the same thing? Have any other shops held community events?
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With run-away inflation and the never-ending increase in gas pricing, auto repair shops in the Northeast are cautious. While 2022 so far has been very good for most, the fear is that the forces that eat away at the consumer's discretionary spending will also affect their ability to pay for recommended services and repairs. How are you dealing with this? What strategies could we share?
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A recent survey from The Muse found that 72% of people that left their jobs are not happy, and nearly 50% would consider getting their old job back. So the question is, would you rehire someone who left you recently, and is now not happy? Source:
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Is ADAS on Your Tool/Equipment List?
Joe Marconi replied to Joe Marconi's topic in Automotive Shop Tools & Equipment
I know, a lot to consider. And makes you wonder what other technology will be coming in the future years. My biggest worry was learning fuel injection and electronic ignition. Boy, thinking back when we had points, condensers, carburetors, 4-wheel manual drum brakes, no power steering.....the good old days???? Not really sure. -
Frank, I think just about everyone is thinking about how to save in so many areas. Going out to eat is more, gas is more, groceries are more, Etc. To fill up a tank these days for most is about $100. That is insane. With that said, shop owners need to remain the voice of reason and come up with sound positive solutions. I know it's hard, but getting sucked into the consumer's drama will only make things worse. Thoughts?
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As of today, May 18, 2022, the price of gas is over $4.00 per gallon in every state of the U.S., with prices in states like New York and California way over $5.00. Are you seeing a decrease in consumer driving? Do you think this will hurt the summer season when so many people plan road trips, that help auto repair shops with all the related services and repairs? Lastly, what's your plan to help your customers, and also help you to maintain sales during the road trip, and vacation season?
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May 17, 2022—Drivers of Mercedes ML-, GL-. and R-class SUVs from 2006 through 2012 are being asked by the automaker to stop driving them immediately, according to a WQOW report. Corrosion within power brake systems could weaken the brakes causing more drives to have to use more force when braking which could lead to accidents when vehicles aren’t stopped at a considerably safe distance. Mercedes has asked vehicle owners to have their brakes inspected for brake booster corrosion. If the brakes are performing normally, the automaker will require owners to have the brakes re-inspection within two years. If the brakes need repair, the booster will be replaced at no charge. Mercedes will provide free inspections and towing of vehicles for inspections and repairs, as well as help with setting drivers up with alternate modes of transportation while their SUVs are being repaired.
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Is ADAS on Your Tool/Equipment List?
Joe Marconi replied to Joe Marconi's topic in Automotive Shop Tools & Equipment
All great points! There is a lot of training available these days. The ones I have used are the following: World Pac training CTI (CARQUEST Technical Institute) NAPA ATTS - Automotive Technician's Training Services In addition, speak to companies such as Hunter and Snap-On to see what they are developing. Good luck!
