Joe Marconi

I don't know all state laws, but in New York once you give your car to a repair shop, the business is responsible for care of that are. Leaving the keys in the car is not really an issue by the way. Just because the keys are left in a car does not make it an excuse for an insurance company not to cover it. Also, not sure about all the laws in each state with proper documentation. However, the law usually sides with the consumer. It's the responsibility of the business owner to follow the right protocol. Not sure why this issue is such a big deal. The shop and insurance company should take responsibility. And the notion of a pre-existing condition is a joke.

There are a lot of positive indicators for the future of the independent automotive repair shops. (See below). As shop owners, we need to be proud of the fact that we are still the number one choice of the motoring public. But positive indicators are not enough. Plan now for your future. Be proactive when it comes to your business. Understand your numbers and determine what you need to be profitable. Take care of your employees. Continue to provide the necessary training and above all, provide the absolute best possible customer service. From the Auto Care Associations 24th edition of the Auto Care Aftermarket Factbook: *In 2014, more than 840,000 technicians were employed - a 3.4% increase over the previous year. *The light vehicle scrappage rate in 2015 was 4.4%, the lowest level in 13 years. *In 2014, the number of general repair shops actually increased slightly over the previous year. *The number of licensed drivers in the United States continues to climb steadily and sat at just over 212 million at the end of 2013 *Vehicle maintenance costs are second only to gasoline when it comes to total vehicle operating costs. *The independent aftermarket share of the total market has been 70% for the last four years and is expected to remain steady through 2018. Source: Motor Magazine, John Lypen Editors Report, February 2016. To read the complete article, click the link below: https://www.motor.com/magazine-summary/editors-report-feb-2016/

Gonzo, this problem is getting worse for a number of reasons. Shops lose so much time (and Money) by going through the proper test procedures that some rationalize that skipping steps or shot gunning (or hand grenade)is a viable strategy. I don't want to open up the "Can of Diagnostic Worms", but the shops that train regularly, have procedures in place and charge properly for testing are the shops that produce quality repairs. And are profitable. Shops need to slow down, create a methodical approach to all diagnostic work and learn how to communicate to the customer the need to perform, and charge, for tests that will lead to the proper repair. Gonzo, I am hoping I didn't open up that "Can"....know what I mean???

There is a proposed bill in Mississippi that would cap labor rates for collision shops. In my opinion, any bill that would regulate and/or dictate the maximum labor rate a shop can charge is s step in the wrong direction. In addition, as an industry we don't earn enough. The Automotive Service Association (ASA) opposes this bill. What are your thoughts on this? Here's a link for more information: http://asashop.org/mississippi-bill-would-cap-labor-rates/

I agree Gonzo. We are not alone and ASO brings us together even closer! And thank you for your weekly article contributions. We have an amazing membership, always willing to help one another in the most professional and ethical way.

Thank you Adam for your kind words.

You are so right. I go on the forums and I can't believe all the participation and the great discussions going on. AutoShopOwner.com has exceeded my expectations, and it's all due to the great members.

Thank you, it is. I am proud of the group of great members. We have formed a strong bond.

Best of luck Gabe! and welcome to AutoShopOwner.com. There is a ton information on the forums and blogs. Read thru it and please participate in the discussions. Here is the first tip: Create your business plan and develop your business skills. To be successful, you will need to be proficient in areas of Finance, Employee Management, Workflow Processes and Goal Setting. Again, best of luck and welcome to ASO! Joe Marconi Co-founder, AutoShopOwmer.com

I am proud to announce that AutoShopOwner.com will soon reach 3000 members! And the thanks goes to you, the members of ASO. The posts and content are top quality and relevant to the auto repair industry. The discussions are great resources for shop management, advertising, marketing, employee management and much more. My goal for 2016 is to increase membership to 4000. And with your help,we can do it. Spread the word, but most important; keep posting comments and participating in the forums. Again, thanks to all members for making AutoShopOwner.com the number one go-to online source for repair shop owners. Joe Marconi

Gonzo, in my experience, there are more mechanics willing to help a fellow tech, than those who will not. It's amazing how techs my complain about long work days or any hardships while getting "paid", but will help a fellow tech the entire weekend on a project car and work for FREE! The truth is, no one knows it all and everyone needs help from time to time. It's comforting to know that we can always reach out for help, and in turn, we are willing to help others.

A common discussion this time of the year is how business slows down in the mid-winter months. Not that you can always predict it. I have experienced some winters that were banner sales months. But in general, business does slow down for a number of reasons, especially in the colder climates: Credit Card bills from holiday spending, home heating bills, tax season, lost days due to storms and more. So, the question is, how does a shop prepare? Here's a few things that I do. Perhaps you add your owner strategies, which would benefit all ASO members: * Prepare in advance and flood your customer base with service reminders, winter promotions and other recommended services during the slower months. Try to increase traffic to your shop during the months that are typically slower * Review the history on all vehicles the day before the appointment. Look for previous notes and recommended service and repairs. Be prepared to discuss at write-up. * Make sure all cars get a multi-point inspection - identify needed service and repairs * Review the service history for all vehicles. Check for services due, services due soon and services never done. Again, this can be done prior to the appointment date and discussed at the write-up * At write-up, don't forget to ask, Is there anything else we can do for you today? Wipers? Tire Rotation? An oil change? * If you use email promotions, create email blasts around winter events, for example: "Its Valentines Day! Show your car some love!" Include a few winter tips and links back to your website and to book appointments OR... "Winter Driving Advisory: Is your car prepared for the upcoming storm?" Include a few tips; wipers, tires, washer fluid top off, heater working right, antifreeze, battery. And of course, links back to your website and appointments. * Check your CRM for customers that did not show up for their recommended service or repair. CALL THESE CUSTOMERS. Here's a tip; start calling your best customers, those are the ones most likely to come in. * Go back and review all invoices for the past 4 weeks. Look over the work orders and check service history too. You will find work that was missed, not sold and services that are due. Call these customers too. As you can see, a proactive approach is better than hoping people will come in. What strategies to you have?

This is a different tip this week, but important. There have a lot of phony scam phone calls claiming that the IRS is starting a law suit. If you receive a phone call claiming to the be IRS, hang up. The IRS does not use an automated phone message to start any correspondence, audit or law suit. Also, please pass this information to friends and relatives.

I remember when Sears was advertising a lifetime warranty on wheel alignments. It would annoy me when customers would ask, "Do you warranty your alignments for life?" I agree with you that there was a time when you paid for a premium product, and the company stood behind the quality with an amazing warranty. Snap On Tools for example.

Source: Improve Your Repair Shop Production with the Power of Praise!

According to a Gallup poll, 99 out of 100 people say they want a more positive environment at work. The study also says that employees are more productive when they are around positive people. If you stop and think about it, this speaks volumes. A positive workplace produces happier employees, which ultimately improves shop production. And one of the best ways to promote a more positive workplace is with praise and recognition. Everyone wants to be recognized for the work they do and want to know that what they do matters to the overall success of the shop. Without enough praise and recognition, employees become disengaged. When this happens, morale will suffer, and so will your business. Poor morale affects every aspect of your business, including customer service. As a shop owner, I know how difficult it is to run a repair shop. You spend so much time handling issues and problems. Sometimes it's hard to put aside the issues and find the good that's around you. But the reality is that if you want a more productive and profitable business, you need to have positive work environment. And that begins with hiring the right people, and then making sure that employees receive adequate praise when warranted and recognition for a job well done.

Gonzo, it is truly amazing how you take the ordinary things that happen and turn it into an interesting article. Years back a customer came in complaining of a smell. She said it smelled like something died in the car. Well, something did die. A mouse worked it's way into the vents and ended up in the heater motor. I had the pleasure of going on the hunt, finding dead Mickey, removing it and cleaning it. I will never forget that smell.

This is a classic! What an enjoyable read. Thank you for posting!

Source: Shop Owners: Has your repair shop reached success?

As a young child, my father would tell me that it doesn't matter what you choose to do in life, just work really hard and become the best you can possibly be. That was sound advice 50 years ago, and it's sound advice today. As shop owners, we are on a journey, not a destination. And, your success will always be determined by what you achieve, and not by the achievement of others. It really doesn't matter what the shop across town has achieved, or how many locations you have, or the amount of cash you have in the bank. Comparing yourself to others is not where your focus should be. Now, please don't misunderstand me. We can learn a lot from the success of others. And we should study how others have achieved greatness. What I am saying is that everyone has a different perspective on what that greatness looks like. Here's the bottom line: Commit to personal excellence, commit to continuous improvement, promise that you will help others around you achieve their personal success, maintain your integrity and ethics, don't accept being average, and above all, be the best you can be. If you do these things, you will attain success.

I agree with M-Spec. We don't know all the reasons for his multiple jobs. Now, with that said, I look for reasons NOT to hire. What I mean by that is we tend to make allowances and tell ourselves that we may be able to cure or somehow make this person a good fit. This may not be so. I totally understand that qualified techs are hard to fine, but do your homework. Have a long meeting/interview with him. Find out as much as you can about the person, not the tech. If you can provide a workplace in which he feels secure and motivated, then the odds of him staying are a lot greater. But, if he is the type of person that fizzles out on his own (for whatever reason), you will be the next shop on his resume. Many Master Techs get burned out too because the shop puts so many demands on them to be the savior of the shop. It takes a team to win a game, not one superstar. As with any potential hire, take your time and do your homework. The more you do in the beginning will pay off down the road. Good luck!