Joe Marconi

It's important that everyone play by the same rules.

Our industry has many shop owners well into their 60s and 70s, some even older. For many, they have taken a secondary role and have handed the business off to a younger family member. For others, they know that there are more years behind them then in front of them and planning their exit plan or succession plan. A question for all the senior shop owners out there. What are your plans for future? Sell the business? Keep it in the family? Continue to work as long as your can? Or something else?

A great warranty can be used as a marketing tool. It gives the customer peace of mind and shows you stand behind your work. I would post it everywhere; on the customer's invoice (usually on the bottom), on your website and on a company brochure. Some shops have a separate document they give to the customer. This is a nice touch and makes the warranty really stand out. It also communicates that the warranty is a cut above everyone else's. One thing, to really hit a home run with any warranty, make sure it is mentioned when making a sale and also when the customer picks up the car. Great question and again, a great warranty is a great marketing tool.

Your situation is a tough one. And I am not happy with what I read and read between the lines. I truly hope things improve with you and your shop. Every work environment must have high morale and a team atmosphere. I have worked in the shop with 100 plus degree weather along with my techs and it can only be done if everyone has the right attitude and the right leadership. When you have teamwork, high morale and strong leadership, the heat does not affect everyone as much. With poor morale, no team spirit and no true leader, the heat will kill you.

The best run businesses are those that know what they do best. I am not opposed to adding services, just be sure you it's in line with your business model. Also, trying to be everything to everyone will back fire. So, my advice is to sit down and determine what services and repairs fit your business model and make sure that what ever you offer, you do efficiently. You added oil changes a few years back; that's great. One suggestion I would make is to also add preventive maintenance services. People keep their cars longer these days and offering services that protect and extend the life of their cars is well worth considering. Best of luck!

Great effort on such an important topic. If the entire industry, including shops, get involved with growing our own techs, we will solve the tech shortage. We also need to create a work environment and pay plans that attract talent to our industry.

We had our 2nd Family Service Day Event this past Saturday, June 30th. It was amazing! We help 7 families from the community. Every family was so grateful. Some even cried. Family Service Day originated in 2009 with a Williamsburg, Virginia based company, American Pride Auto, owned by Charlie Marcotte. The idea was simple: offer support to single parent families and deployed military by offering the gifts and talents we have been given, the ability to repair and service vehicles, for free. Family Service Day is a great way to get involved with your local community. All my employees volunteer their time. We had two radio stations there doing live remotes, food and games for the kids. Shop owners, I recommend that you find out more about Family Service Day. Below is a link for more information: http://www.familyserviceday.org/

Has any signed up or know of this product? "Truvideo" BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc. I think that this has its place in the multipoint process. Below is a link for more information. Your thoughts? https://www.bgprod.com/programs/truvideo/

On July 4, 1776, the thirteen colonies claimed their independence from England, an event which eventually led to the formation of the United States. Each year on July 4th, also known as Independence Day, Americans celebrate this historic event. Let's all celebrate this day and remeber that we live in the great nation on the planet!

Shop production is a hot topic these days. High production results in higher sales and profits. But there seems to be so many obstacles to overcome to achieve high production levels. I was discussing production with a few shop owners, and one shop owner mentioned that he recently hired a shop foreman; an “A” tech in his early 50’s. The foreman uses his knowledge and skills to organize the work flow. For younger techs, it’s even more important that they know how to work and keep productive. What are your thoughts? Does anyone else have a foreman or similar position? And how does this role affect production?

July 4th is this Wednesday. And as a shop owner, it means that sales may suffer. But, there is more to life than sales. Celebrate July 4th; commemorating the adoption of the Declaration of Independence! Speak with your employees about their plans for the holiday. This will send a message that you care about them as people, and that it’s not always about business. With the right attitude, you will build morale and you will make up those sales. And let’s face it; we all need a little time off now and then.

@Joe Marconi Buying lunch on Saturdays, and coffee and donuts during the week does show appreciation for your employees. It also set the right tone and improves morale. I can tell you that the greatest thing I learned about being in business is that your success is found through the success of others. The job of the leader is to ensure the success of others.

Automotive mechanics is perhaps the most challenging career. What we need to know and to keep pace is monumental. It's rewarding too, but tough at the same time. You bring up great points Gonzo!

I am writing this on my last day of vacation in California, spending time with family. It took me a few days to totally relax, but made it a point to not look at emails or call the office. We all need downtime. I know there will be a ton of work to be done when I return, but I also know that the time away has recharged my batteries and I will be more productive. Being away from business and spending time with family puts things into proper perspective. You realize that a lot of the things you stress over, are really not as important as you think. Take time to enjoy life. We all know how quickly time passes us by. And remember, no one on their death bed ever said they wished they spent more time at work.

I recently made a call to my Internet provider to discuss and issue I was having. After multiple attempts at trying to explain my problem, the customer service rep on the other end of the phone had no clue how to solve my problem. She was nice, extremely polite, and had the voice of an angel. She was well-trained, but not in the art of problem solving. Great customer service is not about being nice to people, it’s all about understanding the customer’s needs and coming up with solutions to their problems. Train your service personnel in the art of proper etiquette, but also in the art of problem solving. Empower your people to also make decisions. Set limits, but give them the authority to solve issues without every problem reaching your desk.

Wow, so true! I never thought about it, but you are right! Too funny!

So true. I can say from first hand experience that I was a tech that owned a job, not a business. It took me years to figure it out, but when I did, my world changed. Having a background as a tech is not a bad thing, but it does properly prepare you for the world of business.

At this very special time of the year, I would like to wish all the very best life has to offer. My gift from all of you are the amazing posts and contributions each of you have made to help each other and help the industry. It makes me proud to be among such an elite group of shop owners! Thank you all! Merry Christmas! Happy Holidays! Joe Marconi

An amazing Gonzo Classic! Thank you and Merry Christmas

National Pearl Harbor Remembrance Day, also referred to as Pearl Harbor Remembrance Day or Pearl Harbor Day, is observed annually in the United States on December 7, to remember and honor the 2,403 citizens of the United States who were killed in the Japanese surprise attack on Pearl Harbor in Hawaii on December 7, 1941. Let us never forget!

Always enjoy that article. Thank you for posting it!

Each year at this time I advise shop owners to set aside time to look back at the current year and start planning for the year ahead. The more due diligence you perform, the more successful you will be. Below is a short list of things you need to do. Remember, the time you spend now, will pay off next year. Review all your numbers, year to date - Did you hit your goals? Arrange a meeting with your accountant and review your projected sales and determine any tax implications Speak to your accountant about investing in any end-of-year equipment purchases or any other large purchases in order to save on taxes. Please do not listen to your tool truck guy or equipment reps. Sometimes having cash reserve is much more important that reducing taxes Have a meeting with your key employees; determine what you will need in the coming year and begin to create a budget Set your new goals for 2018 and beyond, both personal and business Create a Wish List, those things your would like to accomplish, both in business and personal - This will help keep you focused Consider needed future training for all employees Review all insurances: Life insurance, liability, etc. Perform a facility inspection: Identify any needed work, upgrades, OSHA concerns, etc Create an emergency crisis plan in case something happens to you or a key employee; and make sure your loved ones and family have a copy of the plan

Let us always remember and honor those that served in the military to protect the greatest nation on Earth - The United States of America Veterans Day is an official United States public holiday, observed annually on November 11, that honors military veterans; that is, persons who served in the United States Armed Forces. It coincides with other holidays, including Armistice Day and Remembrance Day, celebrated in other countries that mark the anniversary of the end of World War I; major hostilities of World War I were formally ended at the 11th hour of the 11th day of the 11th month of 1918, when the Armistice with Germany went into effect. The United States previously observed Armistice Day. The U.S. holiday was renamed Veterans Day in 1954.

There has been a lot of controversy recently with flat rate pay plans. Below is a link to an article about a technician's strike that was held in Chicago. Although the strike and issues in the article centered around dealerships, the article brought up good points about flat rate pay, and the low hourly pay many techs receive. It points to reasons why many techs are unhappy, leaving the industry and why we have issues attracting quality people to our industry. I don't want to start a firestorm, and there are many forms of flat rate pay...but, is it time to rethink flat rate pay plans? And also, we really need to compensate our employees at a standard that is in line with the training, the tools that are required and skills needed these days. I think it is worth your while to read the article and start a conversation on this topic. http://www.autonews.com/article/20171023/RETAIL05/171029996/