Joe Marconi

I know the story...yes a real American Hero!

Source: Consumers ARE going back to the New Car Dealership!

Got your attention? Good! This past Sunday I took a booth at the local Business EXPO in my town. I like doing these things for the obvious reason - It helps to promote my company's brand in my community. But the other reason I do it is to speak with the average consumer to gain information. One of questions I ask is this: "What model car do you drive and where do you go for service?" It is amazing to me how many people go back to the dealer for service work. And here are some of the reasons: It's a lease car, I didn't know you could take my car to you for service It's a new car, don't you HAVE to go back to the dealer? I don't know where to take my car, so I stayed with the dealer I have free maintenance (we all what "free" means) I don't want problems if I need warranty work My salesman told me when I bought the car that I had to used dealer parts and service Aren't the dealer mechanics better trained? By the way, when I asked about the level of service and convenience, all of them rolled their eyes and said something like this, "Well, it's the dealer, you know what you get." MAN! I can't help thinking that if they came to YOUR shop you would win them over just on your level of customer service! So, as you can see, we are in a fight with the dealers. The great news is that we are still the number one choice of the motoring public. Let's fight to stay that way. We, as independent aftermarket shops, do not aggressively market ourselves against the dealer. Maybe we should start? Your thoughts?

I was worried about that too. It's been nearly six years since we installed the flush mount rack and we have not had one incident.

For years I had my alignment machine mounted on the slab. There were always issues with low profile cars and we damaged a number of spoilers and front bumper covers driving cars up the ramp. When I expanded and built my other facility, I opted for the flush mount. There were a lot of added costs, and it has to be done right, but it was the right decision. You drive straight onto the rack with any car and you are ready to go. It's a clean look too. My vote: if you can, install a flush mount.

You make a good point. It is far better to take care of the people that want to do business with you and appreciate you. It's funny, my best customers are ones that are never pushy and always thank us for what we do.

The average consumer is a victim of what they don't know. They really don't know all the associated costs behind diagnostic testing: The scanner, the training, the information systems, the software updates, the complexity of the testing procedures, the tools needed, and you need a highly-trained tech - All of which costs money. Perhaps the consumer sees no difference between a check engine light and a brake noise?

This may be a rerun, but it packs a powerful punch. The issue with charging for diagnostic testing always turns into a heated debate. I do not want to get long-winded here (because we all know I can), but the bottom line is that a shop must charge for diagnostic testing. If not, the shop will never get ahead. Too much labor is eaten away and you can never recover. One of the issues is the lack of standardization among the industry. If it became common practice, and we all charged, it would be a different world. One last thing: Doctors do diagnostic tests that sometimes does not lead to a conclusion. We don't argue with them, do we? But, someone pays for that x-ray or MRI. I better stop here....Thanks Gonzo.....now where did I put that blood pressure medication....

You cannot be all things to all people. If you try, you will fail. You feel bad because you care, that's a good thing. The other day a car was towed in late afternoon. The customer pumped diesel into his Prius. We told him that we would not start on the car until the next day. He called 6:30 the next morning to see if the car was done! I know, I picked up the phone! When I tried to explain that this not a routine repair, he got angry. In fact he came by around 9:30 and DROVE his car away. Mind you, he did not start the car up at the gas station after realizing he filled it with diesel. We told him that was good, and advised him to NOT drive the car. Well, he did. I feel bad too, but you know...he is the issue, not me. All part of a day's work...right?

Welcome to ASO! Don't be a stranger. Great place to share and exchange ideas and learn.

Years back, when I was looking to hire a technician, my first criteria would be the person’s skill level. In fact, I mainly based my decision on the tech’s skill, ASE certifications, and experience. The result? High turnover. Now, I look for character first. Is the person I am looking to hire the right fit for my shop? Does this person have right character? After that trait I look for talent. With the right character and talent, we can teach them the skills. Obviously the tech needs to be technically proficient, but hiring people based on skill alone is not the recipe for a long term profitable business plan. The most important component when hiring is ensuring that the person you are hiring is the right fit for your company.

Source: When hiring, look for character, talent and then skill

Sorry, I never have.

Great article and 100% correct. Sometimes we spend too much effort to bring out in someone what's not in them to begin with. Give me talent, the rest we can teach. Great stuff Gonzo!

I want to wish the very best this holiday weekend. Spend time with who matter most, family and friends. Happy Easter and Passover. Joe Marconi

If you have not read “The One Minute Manager” by Ken Blanchard, you should. And, if you have read it, and it was a long time ago, read it again. It’s a short book you could probably read in a weekend. But don’t let the size of the book fool you. This book is as good as any other book when it comes to employee management. For me, the biggest lesson from the book is to “catch people doing things right” and praise them for it. Too often we focus on what goes wrong. While you need to address mistakes, slipups and errors, you should put more emphasis on what goes right. This will lead to people “wanting” to repeat that same behavior. Why? Simply because you took the time to recognize them. So, start today…go out in the shop, walk around, and find someone doing something right and praise them for it!

Source: Catch People Doing Things Right!

A jury found Chrysler responsible in the death of a 4-year-old Georgia boy in a fiery Jeep crash and ordered the auto maker to pay $150 million in damages. The reason is that the location of the fuel tank is behind the rear axle, making it negligence by Chrysler Corp. My question to all members is; is there really a safe place to locate a fuel tank? There are a lot of shop owner/techs reading this. Isn't the gas tank vulnerable no matter where it is??? Please: I want to know your thoughts on this. http://www.wsj.com/articles/georgia-jury-hits-chrysler-with-150-million-penalty-in-death-1428018912

Sorry, although I have presented many seminars and courses with my work with Elite, I have never been involved with a votech school or college. But, I would like to hear from others if they have first hand experience. Great post!

Best of luck to you and welcome to AutoShopOwner.com. Don't be a stranger. There are so many shop owners member that you can learn from and exchange ideas. Networking is the key.

The International Automotive Technicians Network (iATN) announced the launch of iATN Auto Pro Careers, a new service that allows industry professionals to create profiles and search for new jobs, while also giving employers the opportunity to post open positions and search for qualified candidates. By the way, if you do not belong to the IATN, you should join. It's a great resource for technical information. Here's a link for more information: http://www.searchautoparts.com/motorage/references-service-information-service-repair/new-iatn-auto-pro-careers-service-simplifies-

Shop liscensing has been a debated topic since as long as I can remember. The North Carolina General Assembly on Tuesday introduced Senate Bill 454 that would require collision and mechanical repair shops to be licensed to conduct business in the state. Below is a link to the article in Ratchet + Wrench. What is your stand on shop liscensing? http://www.ratchetandwrench.com/RatchetWrench/April-2015/North-Carolina-Introduces-Shop-Licensing-Bill/?utm_source=KnowledgeMarketing&utm_medium=RW%20-%20Newsletter%20Emails&utm_term=RW%20-%20RW%20Insider&utm_content=RW_TheRWInsider_20150402&utm_campaign=%20North%20Carolina%20Introduces%20Shop%20Licensing%20Bill&eid=211700044&bid=1040900

Very funny!

From my experience, there are very few DIY'rs that can really do what we do. You cannot be a weekend warrior and expect to be at the same level that someone who does it everyday, commits to on-going training and is surrounded by a team of other techs, with the right tools and information. BUT, the one phrase that I cannot stand from a DIY'rr is when they say, "I do all my own work". That's when I have a little fun. I reply with, "Oh, really. What type of alignment machine do you have in your garage, and what brand tire changer to do have, and what make tire balancer do you own". They usually mumble a few words and leave.