Joe Marconi

The same thing happened when I began my business. I first thought it was a good thing and I did not want to insult anyone, but eventually it affected production. You need to do what is best for the business. It's both a liability and production loss to have people hanging around in the shop. Be nice but firm. Explain the reasons why. Those that don't understand, don't worry about. This is a business, not a school yard.

I told you so. Just kidding. I don't know of any software for what you are referring to. Most shops built there own checklists that are specific to their shop. If you are building repair procedures, I could see how that can get a little lengthy. I think that should be left to the information systems we have access to: Alldata, Mitchell Repair, Identifix, Etc. Procedures, polices and checklists are to systemize the workflow process to bring consistency to the workflow. Most important are diagnostic inspections that are specific to your shop. Other procedures include the workflow process from vehicle write up, to dispatch, vehicle inspection, quality control, and then car delivery. You should even have a checklist for facility maintenance. Check the entire building, lighting, equipment operation, lifts, etc. I think you are the right track. For the business to run without you, you need every aspect of the day to day operations clearly systemized. But don't overdue it if repair procedure are already published. Just have a process in place that for certain jobs (such as a heater core) the tech must refer to the repair manual. I hope this helps.

Thank you. I enjoy writing about the industry and my experiences.

Nice change, enjoyable article, and one that I can relate to as a parent and a shop owner. All my kids drove an old jalopy that I hand-picked. Perhaps the most terrifying day as a parent was the day my oldest son got his driver's license and took my other son and daughter for a ride. I stood there watching the car fading into the sunset with my three kids in it. I must have been nuts!

I am curious, how many shops use Tire Rack as either a supplier for tires or are a listed installer on the Tire Rack site, where consumers can buy tires and then send the tires to your shop, and you charge a fee for the mount, balance, etc.? http://www.tirerack.com/index.jsp?s_kwcid=AL!3756!3!50931993373!e!!g!!tire%20rack&ef_id=UlrzGgAAAG8rYjMF:20141018105351:s

Are you referring to paying a tech just for recommending certain services or repairs? If that is the question, it's no. We do pay them for the multipoint, whether there is a charge to customer or not. And we pay our techs a performance based bonus. Motivating techs is another thing. Work out a compensation plan based on production/efficiency. Get the service advisors involved too. One of the best motivation for a tech is when the advisor can sell the work the tech discovers. So, pay them something for the multipoint and help the advisors sell the work. That's a win for all.

There no denying that the Baby Boomers are getting older and nearing retirement, if not retired already. In order to prepare and grow, we need to look toward the younger generation and learn how to market to them. The shops that realize this will be better home in the future. Below is a link to an article in Ratchet+Wrench about marketing to the millennials. It's worth the read. http://www.ratchetandwrench.com/RatchetWrench/August-2014/Marketing-to-Millennials/?utm_source=KnowledgeMarketing&utm_medium=RW%20-%20Newsletter%20Emails&utm_term=RW%20-%20RW%20Insider&utm_content=RW_TheRWInsider_20141015&utm_campaign=How%20to%20Market%20to%20Millenials&eid=211700044&bid=947400

You should be proud!

Amazing! What a voice!

We all know that Cardone has issues with regard to part quality. And I made it known how I felt about the issue. But, it would not be fair if I didn’t recognize the efforts Cardone is taking to correct their problems and regain the confidence of the shop owners. This past week, I met with a rep from Cardone, along with two other reps from Advance/CARQUEST. The meeting was to address the quality issues I had with Cardone steering pumps, gears and steering racks. The Cardone rep was very informative and updated us on efforts they are implementing to improve their products. I appreciate Cardone and Advance/CAREQUEST coming together to discussing this important issue. One of the key take-aways was that I really felt that they were genuine and interested in improving relations with independent shop owners. My hope is that Cardone builds products that are up to the standards and quality aftermarket shops are looking for. But, as I stated, it was encougraing news, and I appreciate Advance/CARQUEST for setting up this meeting and to Cardone to spend time to address these issues.

Many of you know that I write a monthly column in Ratchet + Wrench Magazine. The magazine feature articles on shop management and business related articles. In my opinion, as shop owners we need to read publications such as Ratchet + Wrench. I think too many of us tend to maintain our technical knowledge, but may fall short with regard to the business side of the of running a shop. Ratchet + Wrench has great articles and also feature actual shops across the country. If you do not subscribe to the magazine, the link is below. And to be fair and balanced, there is another magazine, Shop Owner Magazine that is also dedicated to business, and is worth reading and subscribing to. Here are the links: http://www.ratchetandwrench.com/ http://www.shopownermag.com/

This is a questions that's been bounced around a lot lately. Below is a link to a video from Motorage featuring Brian Canning that is worth watching: http://www.searchautoparts.com/motorage/shop-management-operations-service-repair/who-responsible-tech-productivity?cid=95883

Yes, your other point about researching a job is well-taken. But again, if I read a medical procedure and a doctor reads the same procedure, who would you want to perform the operation? Great topic, great post....as usual Gonzo.

Customer satisfaction is a key component to insuring our success as shop owners. Too often we are not in touch with the customer and how their view our shop. In addition, what we do after the sale is crucial to our future business. Here's a link to an article in Motor Age written by Brian Canning worth reading on how to improve customer surveys and at the same time improve your customer's retention and confidence in you. http://www.searchautoparts.com/motorage/shop-owner/shop-management/perfecting-shop-customer-satisfaction-survey?cid=95882

Gonzo, right on target! You state that everyone should have some knowledge of how their car operates. I agree, but to what extent should someone take that knowledge and attempt a repair or service. For example; everyone should have some basic knowledge of how their own body works, in order to remain healthy. But we wouldn't watch a video on how to remove a tooth and then attempt to do it, would we? I know this I a far-fetched analogy, but as you state, reading the manual or watch a video will never replace the skill of a trained, talented mechanic. Oh, thanks for using the term mechanic. Don't know if you did it intentionally, but I like the old term.

This is a great idea. I wonder how we can pull this off? Suggestions?

Source: Are Low Car Counts the Real Issue?

Car count is a key performance indicator (KPI) showing you the health of your business. But before we blame low car counts for the reason why we are not achieving our sales goals, we need to take the time to look at all the numbers; analyzing labor and part margins, average repair order (ARO) production issues, other critical KPI’s, customer retention and workflow processes. Only after a thorough analysis can we begin to work on the issue of car counts. This is not to suggest that a shrinking car count is not a problem. Many shops are experiencing declining car counts for a number of reasons: increased competition from dealers and mass merchandisers, improved car quality, decreased factory scheduled maintenances, decreasing vehicle visits, and other of factors. The key thing is to track all key numbers and vehicle visits per year, per customer. If you see your car count trending down and you are not meeting your sales objectives, and all other KPIs are in line, then you need to address this issue. But, are you really losing customers? You may find that that customer visits per year is the problem. With increasing scheduled oil services and the perception that cars don’t need maintenance, this is a big problem. And it may be the problem for a declining car count. A more proactive approach, selling preventive maintenance and other services will help. In addition, bump up your marketing efforts, especially with you existing customer base. And lastly, make sure you stand out by providing world class customer service.

That is funny!

Sorry, have not heard of it and have no knowledge of it. But, would like to meet fellow ASO members!

Gonzo, to my point...we cannot make the insurance company dictate policy. To a degree it's happening in the medical field and it will end up hurting us.

First, I think as a industry we give too much away in regard to inspections and diagnostic testing. While I do agree with the approach of charging for inspections, I think the first step for any shop is to define what is routine and what requires extra time and should be charged for. Let me give you an example. If you go to the doctor for a check up, there are routine basic tests he will do; check blood pressure, heart rate, listen to your lungs, etc. That's part of the doctor's basic inspection. But, if the doctor sees the your blood pressure is high, he will order other tests that you will be billed for. We need to take this same approach. So, for an oil change service, you typically check the lights, wipers, tire pressure, fluid levels, etc. That's routine. But, if during the road test the tech finds that the car pulls to one side while braking, then there needs to be an inspection done to find the problem, and that needs to be billed to the customer. (This is what we do in our shop) And lastly, I also agree that if the customer has not been in for service in a while, there is nothing wrong with selling an inspection up front. Will it prequalify your customers. Probably, but many companies do. Take a look at Starbucks.

Sorry... Try this: https://automechanika-chicago.us.messefrankfurt.com/chicago/en/for_attendees/welcome.html

Interesting topic today, Gonzo. It is been on my mind a lot too about the future of our industry. The autonomous car will come. To what degree and how it will evolve is anyone's guess. You bring up great points, especially about the driver taking control under certain situations. One thing's for sure, for us "older guys", we may be looked upon the same way the blacksmiths were viewed 100 years ago. Interesting thought? PS: Always enjoy your articles!