Joe Marconi

I would strongly recommend that any shop owner thinking of going to flat rate to check with their state and local labor laws. There are states that require an employee to get paid for every hour they are required to be at work. In addition, overtime rules may apply also. Any pay plan you create MUST be reviewed and approved by a labor law attorney. I have heard of horror stories about shop owners that put into place a pay plan, only to found out down the road that the plan was not legal in their state. Fines and back pay may kill you financially.

Welcome to AutoShopOwner.com, looking forward to your contributions on the forums.

Got to admit Gonzo, while I can agree with you, the days of the basket case are getting harder and harder. But, I do agree with the emotions it stimulates!

Yes, who are your critics? Could you elaborate?

Make the customer area consumer friendly and inviting. It does not have to have an "automotive" feel to it. Although, I have seen many retro auto customer areas that are really nice. I have changed my waiting areas many times throughout my 36 years in business, and the more professional the look, the more people will feel comfortable with your business. You are judged by how consumers are treated and what the consumer can see. While the entire facility needs to be clean and pro-looking, from the consumer's perspective, it's the customer service area that counts the most. Make sure the area is clean, organized and equipped with a really nice bathroom. Don't overdue the walls or counter with too much. Sometimes, less is more. With promotions, limit this too. It's better to have the customer focus on one or two promos, then a wall or counter cluttered with promotions. Lastly, offer treats and beverages. Again, this does not have to been overdone. We offer freshly baked cookies, energy bars, coffee and water. Our cookies have become our signature Customer Area Treat. But believe me, it's not extravagant. But it's consistent. Which is another key point to marketing. And your customer area is you rkey marketing strategy.

Another great perspective Gonzo. Some of the fault falls on our shoulders. For too many years, repair shops have been giving too much away. For example; A customer schedules an Oil Change service, and then adds..."Can you also check the battery, an intermittent tire light, a noise in the rear, a brake squeal and a rough idle at times?" The balance of knowing what to charge for and what to include is a dilemma for many shop owners.

Well, not always. I am not an expert in the science of the Internet marketing thinking, but from my experience, consumers shop online to get a deal and to find out about a business in a non-threatening way. In a business such as ours, we need to build strong community-based relationships. Repair Pal brought us people from 20 miles away. These people were looking for the best deal by a reputable shop. Not a bad thing, but when your concern is with price, price will always be a forefront of the conversation. There is something about being associated with a "Repair Pal" or other online companies that gives you some accreditation, so the customer is always left with one question: "How much does it cost?"

I have tried Repair Pal, I gave it six months. Repair Pal did make the phone ring and we did get work from it. My only issue is that the type of customer Repair Pal brought in did not match my profile customer. They were very price conscience. So we ended the program. Repair Pal does have a great phone recording feature, which I really liked. I have spoken to many shop owners about Repair Pal, some love it and others don't. Sometimes you have to bit the bullet and try it to see if it is something for you.

Below is a link to a Lang report about how repair shops compare to dealers, tire stores and chains. Interesting reading. It's not surprising that dealers are fighting hard to gain our market share... http://campaign.r20.constantcontact.com/render?m=1101171307072&ca=be6ce32d-37d7-4fda-8ae8-a7f2b715196f

Thanks! Yes, looking forward to being there. It's a great event!

As we close the first quarter of 2017, it’s time to review our strategies and goals. Did we hit the mark? Did we achieve our goals? These are some of the questions we will ask ourselves. Business planning and looking forward is something that all shop owners must do. We review data, make projections and set goals. But, there are times when adjustments must be made to any set of objectives. Why? Life has a way of getting in the way at times. In the world of business, there is one thing you can count on: Everything changes over time. Think of it this way. You plan a road trip across the country. You plot out the number of hours per day you will be driving, where you will stop, times for rest and refueling, etc. On day two, you hit a pothole and damage a tire; putting you behind by half a day. On the third day, unexpected construction forces you to make a detour. This also puts you behind a half a day. The takeaway: There will always be things in life that will test your resolve and force you to readjust and realign your plans. Business is no different. Create your strategy, create clearly defined written goals. But know that life does get in the way at times. So be prepared to make course corrections on your journey.

I will be at the conference also. I will be giving two presentations: Avoiding and Overcoming Shop Owner Burnout, and The True Cost of Comebacks. Hope to see everyone there!

We are real exited about the May event. It's a lot of work, but the rewards are amazing. This is a great event and one that I would urge others to join in. Helping people in need is a great give-back to the community and will separate you from your competition. Shop owners, I recommend that you find out more about Family Service Day. Below is a link for more information: http://www.familyserviceday.org/

Racquet ball, Tennis and spending time with family.

Years back I would tell people, "Give me your keys, forget you own the car, I will call you when I know something." People today simply will not accept that. You bring up great points Gonzo. The average consumer has been changed by the "instant gratification" world we live in these days.

Tough situation, but I agree with you. Take the emotions out of the situation and you will do what is best for everyone. Trust me, every shop owners can share a similar experience.

If there is one thing I have learned in my 36 years in business, it’s that people make the biggest difference in terms of success. No matter what equipment you have, or tools or information system. It’s the quality of your employees that will determine your success. Think about this. If you were the coach of a football team and your goal was to win the Super Bowl, what would be your first goal? To assemble the best players possible, a team of superstar athletes. The fanciest stadium on the planet does not win games. It takes great players and a great coach. And a great coach understands that he needs to surround himself with superstars. Your repair shop is no different. If you want to attain great success, it will be achieved not only by your work, but by the work of others around you. Your success is truly determined by the having the right people and then by bringing out the best in them.

Meeting are an excellent way to get everyone on the same page. We have team meetings, service advisor meetings and technician meetings. We review company policy, new business, problems and issues and ways to improve as a team. We also review our goals and ask for input from the group. Just don't make the meetings a beat up session and make sure everyone has something constructive to offer. You never want the meeting to be a place to complain or tell war stories.

Now that is funny!

You are correct. I have been preaching booking next appointments for years. My wife's hairdresser can't leave the beauty salon until she books her next appointment. And she will get a phone call and a text reminder. Take from someone who's been around for decades, today you need to take a proactive approach.