Joe Marconi

For me it is pricing. I think as an industry we are too cheap for what we do, what we need to know and how we service our customers. Labor charges has to be more in line with today's demands on overhead, tool expense and training. Plus, we will always battle the tech issue until we can attract quality people. I am not saying it's all about money....but it does factor into it. Collectively we need to convey to the customer value, not price. We need to deliver world class service and not lead with price or market our business by price alone.

Here's a short article in Body Shop Business about introducing your child to the Auto Body Business as a career. What are your thoughts? http://www.bodyshopbusiness.com/editors-notes/?eid=284835314&bid=1165152

With to regard to flat rate, or book time (from any source), shops take into account that many jobs will take longer and the time is adjusted accordingly. The customer is made aware of the rust issue. It's just a way of life up north.

Welcome to AutoShopOwner.com. Don't be a stranger to the forums. The member have so much to share and are always willing to help their fellow shop owner. Welcome again and best of luck!

Source: Will Minimum Wage Hikes Affect Auto Repair Shop’s Technician’s Pay?

Gonzo, I am from the Rust Belt. Work in it every day. When I was young and didn't know any better, it wasn't a big deal. I learned early on how to use a "heat wrench." The oxy/acetylene torch bailed me out every single day. Then, when I got married, we spent our honeymoon in Florida. This was the first time getting out of New York. I could not believe my eyes. All the old cars still on the road....and no rust! Every part of the country deals with it's own set of anomalies. For us in the North, it could be worse.

Any tip from a customer to the tech or employee is their's to keep. I do the same thing with regard to many good will gestures at no charge. That is good business, and that will help grow your business. You will win by your customer relationship building.

There is been a lot of discussion lately across this nation about raising the minimum wage. I am not going to debate that issue today, but I will go on the record that I believe it may affect our industry and how we pay out technicians. With companies such as Wall Mart, McDonalds, Starbucks, Chipotles, and many more increasing wages, this will send a message to the workforce that wages need to be more in line with the needs of the worker. Pay scales for techs are all over the map depending on where you are in the country. But, the age old issue is that we need to attract quality entry-level people to our industry. With chatter that entry-level positions in the fast food chains and other big box stores may exceed $10.00 per hour and even reach $15.00, we need to take a look at what we pay our people. The bottom line here is truly the “bottom line”. Shop owners cannot simply raise wages unless the shop’s profits are enough to support the raise. Shop owners need to take a long hard look at their pay plans and ensure that you offer competitive wages, but importantly, offer a work environment and career paths that will attract quality people. Your thoughts?

I tip my hat to you for your honesty. It speaks volumes to who you are as a person!

The news is filled with articles on self driving cars. The key question is how will they impact the auto collision business. Here's another interesting article from the Wall Street Journal, published in Body Shop Business. http://www.bodyshopbusiness.com/are-driverless-cars-safer-cars/?eid=284835314&bid=1153192

Kukui Corporation, an automotive marketing software company, was ranked 76th on Inc. Magazine’s annual Inc. 5000 list of America’s fastest-growing companies. Kukui has 86 employees and had a reported revenue of $4.2 million last year and has a growth rate of 3,493 percent over the last three years. Below is a link to an article in Ratchet+Wrench Magazine http://www.ratchetandwrench.com/RatchetWrench/August-2015/Kukui-Ranked-in-Top-100-of-Americas-Fastest-Growing-Companies/?utm_source=KnowledgeMarketing&utm_medium=RW%20-%20Newsletter%20Emails&utm_term=RW%20-%20RW%20Insider&utm_content=RW_TheRWInsider_20150817&utm_campaign=Become%20Your%20Customer%27s%20Auto%20Consultant&eid=211700044&bid=1152850

This is so true. I too have seen this over and over.

Words of wisdom and experience.

Gonzo, are you sure you weren't at my shop the other day??? These stories sound very familiar.

Years back it was common to hear, "Leave your problems at the door." Essentially that meant that your home life and all its issues should not cross over to work. The truth is, it's not possible to simply turn a switch and forget about what's happening at home. For example, what if a tech's child is sick? What do you think that tech is thinking about throughout the day? Your employees have to know that you care about them as people, not just workers. Recognize that things will occur and there are times when your employees will need your understanding. When the people around you know that you care about them, they will care about you. This builds employee loyalty and a healthy work place.

Most shops do pay their employees based on their level of expertise, among other factors. A master tech with L1 in my shop and in the shops that I know, gets paid more that an entry level tech or a tech without that certification. Any business has to take into account the qualifications of a particular tech. Another point to consider; when an employee sees that the others around him are not pulling their weight or don't have the same passion or integrity, a breakdown on morale will occur. What really bothers me is the questionable tactics you point out with the other techs. That is something I would not stand for. You are in a tough spot, perhaps it's time for another sit-down with the shop owner, or time to move on.

I have been this road too. "My husband does all my work" I wish I had a nickle for all the times i have heard that!

Below is a link to a news video. It's about a mechanic that failed to do a proper inspection, and is now faced with manslaughter charges. Investigators said Jalbert inspected Donald and Elizabeth Ibey's 1992 Chevrolet Corsica in May 2014, but didn’t inspect the car well enough before passing it. Elizabeth, 83, died in a car crash two months later. Her death could have been prevented, investigators said. http://www.wptz.com/news/dmv-mechanic-charged-with-manslaughter-in-drivers-death/34659076

Ok, first of all, great post and the best of luck to you! I hope this starts a lot of posts, because I am sure that the ASO members will have great advice for you. Here is my advice. You need to have a plan. It's not enough to be a great tech. I was a great tech before I went into business and struggled for 10 years before I finally realized that it's your knowledge in business that's also important, not just your knowledge in mechanics. You will need to have a clear understand of financial numbers, employee management and other areas such as marketing. Check and see if there are any organizations in your area, like the Chamber of commerce or a Small Business Organization that you can sit down with someone and discuss your ideas. As I said, you need to have well-thought out plan. Learn all you can about business. The more the better. Hope this helps.

Maybe it’s the 40 years I have spent in this business, but these days I have little tolerance for certain things. One of those things: Catching a once-trusted employee lying to me. To be fair, the years have also taught me to be more patient, more positive and help bring out the best in others. I find myself going the extra mile, spending time helping others and teaching others what I have learned through the years. In order to be successful in your life, you need to help others around you succeed in their lives. So, perhaps it’s the fact that because I do spend so much time mentoring, I felt betrayed when this young tech did not tell me the truth. After all, look at the opportunity I am giving him? The circumstances are not important. His actions are. When confronted, he openly admitted that he lied. The manager sent him home for a day to think about his actions. He is back at work and “appears” to have gone through an epiphany. But, we shall see. Another thing the last 40 years have taught me: Above all maintain your integrity and core values. Oh, and learn to forgive.

Source: What do you do when a catch an employee in a lie?

A true Gonzo Classic! Enjoyable to read. Thanks for posting!

Great topic! I don't expect my techs, or service people, to be clean up people. BUT, I do expect them to be responsible for their own space. If they make a spill, they must clean it up....and not clean it up 3 days later. If a tech uses the transmission flush machine...put it away before he starts the next job. Techs must keep their tools organized after each job. Service advisors should keep their work space clean too. Everyone is responsible for their own space. The reason for this is simple: Sloppy work habits always lead to sloppy jobs, and that means more comebacks. As far as the overall shop is concerned, the office and the bathrooms; I have a clean up person to take care of that. In the end, the only way for your techs and service advisors to maintain production is having them do their job.

First, it is interesting that we are discussing phone book advertising. For most shops, this form of advertising is not effective, since the increase in online searches overshadows any other form of traditional advertising. As with any form of advertising, the best way to track the effectiveness is to ask all first time customers how they found you. But the key is ask a follow up question; "In addition to the radio ad you heard, has anyone else referred you to us?" Many times the customer will say, "Yes, my neighbor Tom Smith recommended you, and I also pass by your shop every day." Tracking phone calls is good, but unless you turn the call into an appointment, you will not know the true picture. Lastly, you must track these first time customers and get information. And ask a lot of probing questions. Hopefully, your management software system has a field you can enter the information. If it does, you can generate a report for all first time customers. If not, create your own system. This type of customer interview also helps to establish a relationship. I hope this helps.

Openbay has partnered with AutoZone Inc. to enable Boston-area consumers to comparison shop and book automotive repair and maintenance services with a network of local professionals directly from autozone.com. I don't know how you feel, but is this really where we are headed? An online service, now partnered with a Parts Company, that gives prices over the internet and comparisons to other shops. Am I stuck in the past, or concerned about our future??? Here's an article on the topic: http://www.ratchetandwrench.com/RatchetWrench/June-2015/Openbay-Partners-with-AutoZone/