Joe Marconi

I was speaking to a shop owner friend the other day and he was complaining that car counts have been declining. I asked him how often he gets out in the community. He told me he is too busy to leave the shop. He comes to work, works all day and goes home. He has been doing this for years. Then he revealed to me that he does not even know the names of the store owners around him. I said to him, “Don’t you think you should know your neighbors?” After a few seconds of silence, it dawned on him that there are dozens of local businesses, schools, a hospital and shopping centers; all with potential customers. We get caught up in our own little world. Our shop dominates our existence. We often forget about the potential right around us. What forms of community based marketing to you engage in?

The other day, one of my service advisor’s came to my office to discuss the past week. We made an agreement that we would meet in private at least once a week to discuss his successes and challenges, and also discuss ways to improve our service. After telling me all the good stuff, he informed me of a situation where he dropped the ball, which resulted in a very upset customer. My initial thoughts were anger and disappointment. The last thing we need these days are unhappy customers. But, thankfully the years have taught me a few things about employee behavior and employee management. I remained calm and thanked him for bringing this up and we discussed ways to correct the situation. I told him that while we need to celebrate the success stories, it is crucial to our long term success to admit when things have gone wrong. I made a bigger deal about him coming clean, than the successes he had that week. If I were to erupt in anger, he would have shut down. Also, he would not come to me the next time we had a customer issue. By thanking him and praising him for being honest, he now knows that people can make mistakes, and that we will work together to correct the problem. No one wants to hear bad news, but it’s a lot better than not knowing. What you don’t know, you can’t correct. And that’s a recipe for disaster.

I remember a few years back, I was with a few friends and got a flat tire on my car. You should have seen their eyes when I struggled to first find the jack and then struggled how to use it. One of my friends said, "Hey Joe, you ever change a tire before?" It was funny and embarrassing.

Good point. Let me rethink that...

Smart strategy. I have to remember that!

Amazing. Just when you think you have heard it all..... A classic example of someone over-analyzing something. I wonder how he talks to his friends and family. Oh, and don't forget to plug up any unused 110 outlets in your home....you never know Gonzo....you never know....

A customer wanted to speak to me the other day to let me know of a situation he had on the road. He said that there was a car that was tailgating him, and it turns out that the driver of the car was one of my techs. The customer was driving to my shop to pick up his other car and saw my tech pull into the shop. The customer was upset and said he was surprised that one of my employees would drive like this. I thanked him for bringing this to my attention, and said I would look into it. BUT, the customer said one thing that did not sit well with me. At one point he said, “Maybe he thought I cut him off?” In the meantime, my tech went up to one of my advisors to let him know what happen. We sat down with the tech and I could sense he was upset. I asked what happened and he said, “I was road testing a car, and a car pulls out in front of me. I nearly locked up the brakes and then I backed off. It happened real quickly.” After listening to both sides, it was clear in my mind that what happened was a mistake on both sides. This tech has never shown me anything but respect and is a soft-spoken guy. I believe him. The truth? Well, I have learned that each side will state his position and the truth is usually found somewhere in the middle. Equally important: Don’t be too quick to judge the employee, listen to all sides, ask question and focus on what happened. Correct the performance. People make mistakes. If you have the right people, look to improve and move on. Lastly,when the employee knows you have their back and looking out for their best interest, this will go a long way with morale.

Sounds like they have the wrong people. A business begins and ends with people.

Man, sorry to hear that. Hope you get back to full health real soon. Things happen and I guess things could be a lot worse.

Welcome to ASO. Looking forward to seeing you on the posts.

What great answers! Let me add that you need to also have the right people, and the right training programs. It's too difficult to go it alone, and with the right people around you, you can achieve things that you would not alone. And also, know your key customer. Don't try to be all things to all people. Great post!

In the book Good to Great, there is an entire chapter on having the right people in your company. Basically it says, "Get the right people on the bus, the wrong people ooff the bus, and once you have the right people, put them in the right seats." Imagine a surgeon on his cell phone while he is removing a brain tumor? You cannot tolerate this. Set policy. Enforce it.

I am a JETS fan, and have been since 1969, the last, AND ONLY time, they won a Superbowl. But, I still enjoy the game. I would like to see Denver win the Super Ball. Manning is a true old school warrior, one that I can relate to. Your Pick???

This is a common problem. And one that cannot be totally solved within these posts. But, with that said, let me tell you, your business has to run with or without you there. It all starts with hiring the right people. Then, with the right people, you must communicate your culture, your ethics and what your company (your brand) stands for. You need to have regular meetings to let everyone know what your vision is. It all starts with you. You must be a coach, a mentor and leader. Shop owners must be business leaders. Please, with all due respect, take with all sincerity from my heart....if you are not happy with the way things are when you are not there, take a look at how you can improve yourself first. I know Exactly what you are going thru. Why? I have been there.

Gonzo, if I didn't know any better, I would bet that this article was inspired by a Twilight Zone marathon. But, where ever you get your inspiration, it is nothing short of Amazing! You continue to produce articles that we would like to say, but cannot put into words the way you do. I feel like am repeating myself, but I am genuine when I say this this....Thank you for your contributions. Saturday without Gonzo, is just another day.

As co-founder of AutoShopOwner.com, I could not ask for nicer compliment. Jeff you have made my day and reinforced my commitment to all the members and to the auto industry. Our goal from the beginning was to create an online experience where shop owners can share and exchange ideas, and also a place where we can all help each other. Thank you and all the members of ASO for making this site the go-to site for auto shop owners around the world. Joe Marconi

If anyone is interested in becoming a hybrid shop, read the contract. Make sure this is for you. One thing that is unclear is the protected territory, which differs for each area, depending on the hybrids in your area. At this point, I am still performing my due diligence.

It's tough everywhere. What makes matters worse, the best techs have jobs. I think we need a new approach. We need to adopt what pro ball teems do...they recruit continuosly. That may not satisfy immediate concerns. Craiglist works, speak to all your contacts, contact trade schools, contact Veterans administration and any employment agency. Good luck.

So, he brought you a contract/warranty to sign? That is a first with me. I would rather the shop create its own documentation and not be subjected to someone dictating to me the terms. It's my business, and I determine the terms. This contractor must not trust others, would he accept a contract from you, if he does work for you?

Gonzo, you're articles are a big part of the big picture.

As we close out another year, I want to take a moment and extend my sincere appreciation to all ASO members. AutoShopOwner.com has exceeded our expectations, and all the credit goes to to you, the members. You have provided great content, helped your fellow shop owner and shared your experience and knowledge. I am truly amazed at the dedication and commitment shop owners have to not only their own business, but to the auto industry. I wish each of you a happy New Year and the very best life has to offer!

Great comments and well said!