Joe Marconi

My manager bill and myself have been digging through the files to see what move we need to make. Essentially, you could be correct. We need to decide a few things; Do we need an AAA Approved status? After all, it was only a year and a half ago we joined the program. Is it a badge of honor? Yes it is. You need to qualify. And, if we give it up, how will customers perceive it and what other shop in the area will become a AAA Approved shop? Don't forget, we have a lock on the territory. Right now, I have more questions than answers.

Well, to be honest, not as I expected. While I do believe it adds a level of consumer confidence, it has not helped in gaining new customers. In fact, what it did do is bring attention to all my existing AAA customers to ask for a discount. The discount was never a thought in my customer's mind, now it is. The other issue is that in NY there are AAA towing and AAA auto approved shops. The AAA tow companies ask shops for "kick backs" to get the car towed to your shop. I won't go down that road. At this point I am disappointed.

We do see a fair amount of Hybrids. I am going to look into it. But, to be honest, with what I am doing with Elite, I would need help from others. I can see my company expanding with the right people. Perhaps another shop dedicated to this Venture, and not adding the Hybrid shop to my existing shop. No one knows if the Hybrid Shop will be a success, but I think that it is worth looing into. I will need income from the company into retirement. But, I really cannot be the number one guy moving forward. If this is right for me, I will have to have the right people around me in order to make it work.

Well said, you are so right!

First, welcome to AutoShopOwner.com. There is a ton of information and a lot of great shop owners that are willing to share their knowledge and experience. Having only one lift is an issue. You need to put a plan in place to grow. It can be slow, but you will find it hard to move forward with only one lift. Welcome again and looking forward to share and exchange ideas and comments.

I have been following the Hybrid Shop for some time now, and it really does intrigue me. You buy into a franchise agreement and become part of a growing network of dealers dedicated to work on Hybrids, particularly in the area of restoring and reconditioning the main batteries. These battery packs can cost anywhere from 3 to $9,000 at the dealer. With their proven process, they bring the cost down to around $1500. Plus, you get the potential to get all the other work from these Hybrid customers. They are selective in who their grant their dealer agreements with and the cost for program is around $69,000. I would like to ask everyone their opinions on this concept. It appears it is taking off. Heres a link for more information http://www.thehybridshop.com

We use BG products. BG has great products and a great lifetime protection program, which you should consider promoting too. For vehicles under 75k, you can add a lot of value to what you sell. Selling preventive maintenance is key. People are keeping their cars longer, way beyond the warranty. And why not give your customers peace of mind. Great post!

Many Americans mistakenly believe that Veterans Day is the day America sets aside to honor American military personnel who died in battle or as a result of wounds sustained from combat. That's not quite true. Memorial Day is the day set aside to honor America's war dead. Veterans Day, on the other hand, honors ALL American veterans, both living and dead. In fact, Veterans Day is largely intended to thank LIVING veterans for dedicated and loyal service to their country. November 11 of each year is the day that we ensure veterans know that we deeply appreciate the sacrifices they have made in the lives to keep our country free.

We all know the value of making a great first impression. The way you greet your customers has a direct affect on sales and your overall success. But, why is it even more important to impress a first time customer? Think about your favorite restaurant which you have been going to for years. You are a loyal to that restaurant and continue to patronize it without even thinking about it. But do you go out of way to promote that restaurant? Probably not; and unless someone happens to ask you, you don't go around your neighborhood telling everyone about your favorite restaurant. Your long-time customers are no different. You have done a great job over the years and built long-lasting relationships. You have created a level of experience that they have to come accept. And to some degree, take for granted. This is not a bad thing. Its just a fact. This is one of the reasons why you need to continue to deliver that level of service your customers have grown accustomed to in order to keep them. Now, lets take a first-time customer. Their anxiety is usually high. Your shop is all new to them and they don't know what to expect. They may have had a bad experience at another shop. If you dont do something so extraordinary, they will not be impressed. And if they are not impressed they will leave your shop with no reason to promote it, and no reason to return either. But, if you really do WOW them, if you go the extra mile and create an amazing experience, they will leave your shop with a feeling of elation. When the level of experience for a first-time is so extraordinary, they will leave your shop and become song birds for you. They will tell their family about you, their friends and their coworkers. Each new customer is an opportunity to grow your business. If the experience with a new customer is less the ordinary, so will your business.

Source: Do you know why it is so important to impress a first-time customer?

I can see how you can into trouble with the matrix. That's a great point. Our oil changes for conventional oil runs in the $49 to $59 range, for most cars. We charge more for large SUVs, Light Trucks and luxury cars. I think we need to better define the LOF and a maintenance service. What we do is to sell the idea of preventive maintenance and promote seasonal maintenance packages. So 4 times per year we offer a Seasonal Maintenance which will include an Oil Change service. The package starts at $79.00 for conventional pass cars. We perform a list of inspection item inspection, an engine additive and the tire rotation, if needed. People buy this for peace mind and it's more profitable that doing a LOF with the included multi point. I bring this up to point out that if we bring value to what we are selling and package it with value, people will pay for value. If we sell a commodity, which the oil service has become, we are always limited to what we can charge. I hope this makes sense, if not let me know so I can explain better.

All time classics. It is amazing some of the things people say and do. Great stuff, and very enjoyable to read.

The controversy of oil change services always stirs up a heated debate. Many shops still use the LOF as a means to attract and keep customers. Other's say that when you advertise a cheap oil change, it sets the benchmark for all your other services, and may bring in the wrong customer. I cannot state with all honesty what is right for all shops across the country. I will say that as an industry, our prices in general are too low. And if we do focus on price, we tell the consumer to please judge us on price alone. In the Northeast there is a company called, "Bob's Discount Furniture". He's on TV every night asking people to buy from him based on the price of his furniture. Most of us would go out of business with this strategy. Look at your business, understand the numbers, identify what customer type will give you the greatest return and create a business that caters to this customer. You will find that people come to you not because of price but what you really offer...and that's service, quality, peace of mind and the relationship.

Yodle calls me at least once a day. Has anyone used this, or heard of it, or can provide any feedback? I would appreciate it. Here's a link to the Yodle site. http://www.yodle.com/?utm_source=google-paid-search&utm_medium=cpc&utm_term=yodel&utm_content=Yodle%20-%20Core%20-%20General&utm_campaign=Branded%20Yodle%20-%20Exact

Mandatory vehicle safety inspections have been debated for years. States that perform a mandatory safety inspection, cherish the opportunity to insure that motorists are driving safe vehicles. States that don't require it leave it up to auto repair shops and car owners to insure that cars are safe for the road. On Nov. 14, the Automotive Service Association (ASA) and the Automotive Aftermarket Suppliers Association will host the Vehicle Safety Inspection and Maintenance Forum in East Norriton, Pa. The purpose of the forum is to discuss the importance of periodic motor vehicle inspection programs and what can be done to protect these programs, the ASA said in a release. Does a Vehicle Inspection Program help business and is it needed? For more information, here's a link: http://www.ratchetandwrench.com/RatchetWrench/November-2014/ASA-to-Host-Vehicle-Inspection-Safety-Forum/?utm_source=KnowledgeMarketing&utm_medium=RW%20-%20Newsletter%20Emails&utm_term=RW%20-%20RW%20Insider&utm_content=RW_TheRWInsider_20141104&utm_campaign=Be%20Prepared%20to%20Sell%20Your%20Business&eid=211700044&bid=959389

No, sorry.

I was attending a recent TECH NET council meeting a few weeks back and one of the topics discussed was Exit Strategies. One of the members spoke about finding a key person in your company, if there is no one in your family to consider. There are many shop owners out there that are near retirement. It would be a good idea to share a few ideas. I know many shop owners may not even have a plan. My lawyer approached me about a year ago and insisted that I sit down with him to plan out my future. I am 59, been in business for 34 years and been in the auto repair business since high school. If your story is similar to mine, it's something we need to start planning. Thoughts? Comments?

Automechanika Chicago, the U.S. tradeshow dedicated to high-end training and new product discovery for service and collision repair shop owners and technicians, currently reaches 150 exhibitors and is on track to reach the expected goal of 400 exhibiting companies for the 2015 inaugural event. Over 8,500 attendees are expected to attend Automechanika Chicago which will take place April 24 – 26, 2015 at McCormick Place West, Chicago, Illinois. Companies already committed to Automechanika Chicago include SATA, BOSCH Automotive Services Solutions, WORLDPAC, ZF Services, Hitatchi Automotive Systems Americas, Honeywell Turbo Technologies, Schaeffler Group, and many more. Here's a link for more information: http://www.searchautoparts.com/automechanika-chicago/automechanika-chicago-event-news/automotive-industry-shows-strong-support-auto

Here's a quote for Election Day: "Nobody will ever deprive the American people of the right to vote except the American people themselves and the only way they could do this is by not voting" Franklin D. Roosevelt

Welcome to AutoShopOwner.com. If you joined looking for knowledge about the automotive business, you are in the right place. The members contribute a ton of knowledge, and I have no doubt you too will contribute. We are all in this together and that's the strength of ASO.

This has been a record year for automotive factory recalls. Some 40 million cars have been recalled already. And while we would assume that this would have a negative impact on new car dealers, the increased traffic to the dealers has actually helped dealers with new car sales. Below is link for to an interesting article in Aftermarket Business. I wonder how this strategy can be used to our benefit? http://www.searchautoparts.com/aftermarket-business/market-trend-analysis/dealers-look-build-customer-relationships-auto-recalls?cid=95879

A few years back, my service advisor was speaking to a customer about the condition of her tires. He explained in detail that the tires on her car were worn to the point that she needed to replace them and recommended she do this before the winter. He explained all the safety benefits, the differences between all-Season tires, winter tires and standard radials, and also gave her a few top brand choices. He did a great job. He did everything but sell the job! Let’s fast forward. On her next visit, her oil change service, my advisor noticed a brand new set of Bridgestone tires on her car. Perplexed, he asked the customer why she did not buy the tires from us. She replied, “You told me I needed tires, you never once said you could sell me tires.” She believed my service advisor and was thrilled he took the time to educate her. But, he forgot one important part of the sales cycle; Asking for the sale.

Source: Be Careful you’re not making a sale for your competition

Gonzo, I truly admire how you take a theme and transform it into a story that we can relate to and enjoy at the same time. You bring awareness to things that we look at, but don't see. Thanks for continuing to post your article. They add so much to these forums.