Joe Marconi

Due to our frustrations with part quality from the aftermarket on some lines, we have resorted to going to the new car dealer for some parts. A decision that does not sit well with me and one that I may end up regretting. To me, it's like supplying my enemy with ammunition. Recently we had an issue with a steering gear, purchased at a local Chevy Dealer, that did not function correctly and we had to redo the job. When discussing the issue with the dealer, we were told that they are seeing an increase in their part comebacks too. These are GM reman units. We are we going with this? As I have stated time and time again in the past; will this race to the bottom with looking for the best price end up to be our demise? We have to get back to quality. Our industry reputation is at stake. We really need to have a coalition of all the part companies and repair shops across the country to come to terms with the reality. We need to rethink "price" and seek "Quality" Let's face it, as an industry we are not getting any richer with lower priced, poor quality parts anyway. So, let's take a deep breathe and dig ourselves out of this mess. This is not an Advance Problem, or a CARQUEST problem, or a NAPA problem....this is an industry-wide problem. And we need to start fixing it, today.

I announced a few months back that I have accepted a position as a columnist with Ratchet + Wrench, a publication dedicated to shop management and other shop business issues. This has been a great experience so far, since my goal has always been to help the industry in any way I can. Below is a link to my article in the Feb 2014 edition. If you are not getting R+W, please do. I am sure you will enjoy it. And, please look for future articles. http://www.ratchetandwrench.com/RatchetWrench/February-2014/Get-Paid-for-Diagnostics/

Below is a link to an article from Ratchet and Wrench Magazine. Apparently, the great recession has done more damage to the consumer pocket book than a lot of us expected. The DIY market has increased as a result. The repair sector for us will improve, but to what extent is not known yet. http://www.ratchetandwrench.com/RatchetWrench/February-2014/Study-DIY-Increases-as-Repair-Industry-Rebounds-from-Recession/?utm_source=KnowledgeMarketing&utm_medium=RW%20Newsletter%20Emails&utm_term=RCHT%20-%20R+W%20Insider&utm_content=RW_TheRWInsider_20140217&utm_campaign=Study:%20DIY%20Increases%20as%20Repair%20Industry%20Rebounds%20from%20Recession&eid=211700044&bid=820317

Source: 10 Ways to Lose Employees

10 Ways to Lose Employees One of the things that I have learned over the years is how much influence the boss has in regard to morale and employee retention. And looking back, I have made mistakes in that department, too many mistakes. The past few years I had to take a long hard look at myself and realize that in order to maintain a healthy work atmosphere, I have to set the tone and the mood for the shop. My actions, my mood, whether happy or sad, will spread through the shop like a virus. Now, that virus can be bad or it can be a good. So, I put together a few things to consider and the impact on your employees. Oh, and by the way, we have reasons why we dont walk around each day with a big fat smile on our faces: bounced checks, comebacks, taxes, rent increases, workers comp increases, family issues, on and on. But, the reality is we put ourselves in the position of leadership and we have an obligation to our employees for not only their greater good, but the greater good of our families and for ourselves too. 10 Ways to Lose Employees: 1. Never say good morning or good night to an employee or ask how he or she is doing 2. Never ask an employee about their family or what they did over the weekend 3. Only address an employee when he or she has a comeback or made a mistake 4. Never ask an employee their opinion on any matter 5. Never smile 6. Speak constantly in a negative tone 7. Never give praise 8. Never recognize the accomplishments of anyone 9. Never sit down with your employees and have an open discussion 10. Walk around like you are a cast member from the "Walking Dead" Well, there you have it. I am sure there are more. Feel free to add your own Ways to Lose Employees. We can all learn. Oh, by the way, have I asked you lately, "How's the family doing?"

Thanks for the tip Gonzo, I will be sure to share this with my techs.

Perhaps the most disturbing with the new car dealers is their quest to gain our market share. They are competing on price. This will end up hurting their brand and how we are positioned. A customer brought in a flyer from a local Toyota dealer and I could not believe the pricing, a lot cheaper then what I charge for LOFs, Brake jobs, wheel alignments, tire rotations and more. Will this dictate pricing for the consumer? Does the motoring public look at the dealer what service and repairs should cost? Will the consumer know the difference?

Times have changed. I got my start the exact way you described in your article. I actually left college in my third semester for the job I had pumping gas, at min wage. Little by little I got a chance to help out the older mechanics, and, as you said, the rest is history. One thing I do remember, I listened to the old guys in the shop. I respected what they knew and what they did. It's hard to tell sometimes if today's young bucks are listening. I hope they are, what we have learned, many times, you can't find in a book...oh sorry...online.

I want to bring up something about part pricing. Do shops charge the "list" price or do shops know what they need to be profibable and charge accordingly? Aftermarket part companies have always inflated their list to give the illusion that there is more of a margin. And, are new car dealer list prices only 10 to 20% over what we pay done intentionally? Just want to throw this out to to see how other shop owners feel about list price. Is there too much of a focus on what we pay for parts? Should we be equally focused on what we charge the customer, in order to be profitable. Playing "Devils Advocate" here...

The snow storms of the northeast have affected business. We have lost at least 1 to 2 days per week since the beginning of the year. How are other parts of the country doing and how has the winter been so far?

I really don't know, except for factory training. I know that Bosch and GM have training and certification and offer it to the aftermarket, but you have to be part of their program.

I know of a few shops around the country that had success with them. But, you need to check local laws. We tried it a local mall and we were told to clean up the ones that fell off and that it is not allowed. What ever works is ok with me. I tell people: Test a program and measure the success. You never know when an idea takes off, it's different for everyone.

Welcome, you have found the right place. Don't be a stranger, looking forward to the conversations.

I agree 100%. I think the reason why your articles are so relevant is that they bring to the surface the issues we deal with on a daily basis. There's a common thread at work. And in a strange way, reading about is more often helpful, even it is not funny.

First, never let someone get to you like that. I know it's hard, we have all been through it. Some people are so rude and ignorant, the words that come out are uncalled for. I remember many years ago an mean SOB complained and yelled at me over the price of repair and then took out is wallet, reached into it and proceeded to throw the money at me. He said, "Here, take my money" , I replied back, "I EARNED THAT MONEY". Thank God he paid cash, because I told him to never come back. Then again, as you say, there are times when people will fool you and end of great. Great article...tough subject...one that we can all relate to!

M - F: 8 to 5:30 Sat: 8 to 2 There was a time in the 80s that I closed on Saturdays. But now I see it as a means to set up the coming week. Being open on Saturdays also depends on the demographics of your shop. I have a good friend with a shop in a business district, on Saturdays it's like a ghost town. In my area, everyone commutes and Saturday is their day to catch up. We do rotate so that everyone can look forward to have a 2-day weekend. Open Sundays? Please, I pray it does not come to that!

Every person that finds you shop is a potential customer, the key here is "potential" customer. Good will is something that we do all the time. however, we have a big shop and I won't take a A tech off of doing a T Belt job to put air in someone's tires. But, if they are coming to me and I can help, I help. We are in the service business. Give and you shall receive. Look at it from a different perspective. A shop owner not far from me had a man who came in asking for a gas can. He gave him one and filled the gas can and drove him to his motorcylce. He knew he looked familiar but could not recognize him. It was Bernie Williams from the NY Yankees. Do you know what he spent with him after that?

I am going to throw you a curve ball. While I am a master tech, and achived that by an early age, it was my commitment to learning about business that made the real difference. Being a mechanic and knowing about cars will only get you so far. In fact, if you dont have the right people around and if you don't have the skills of running a business, you will find it very hard to run a business. The skills of running a business are vaslty different than the skills of repairing cars. Being a great mechanic actually held me back, early on. I loved cars, I still do, it is my passion too. But, once you commit to starting a business, you need to understand that you are now a business owner, and your commitment is to running the business. My advice, learn all you can about buisiness, in addition to learning about cars. I hope this helps...Good Luck!

Danny is a pro at this...great advice!

Its no surprise to anyone in the business that it is getting increasingly harder to find qualified entry level techs. Trade schools are producing graduates, but where are they? And, how qualified are they? We need to address this industry problem. Timing is right; more and more people are realizing that the trades are great alternatives to professional markets that are saturated with lawyers, accountants and financial positions. Where do you go to find techs? How many are home-grown anymore?

I have both the OTC and the Branick, some of my techs like the OTC, other techs like the Branick.

Check the local police dept or sheriff's office and ask about the laws on passing bad checks. In the future, if you feel this is an issue, there are companies that offer check guarantee processing. There is a cost to run a check, but for some the peace of mind is worth it.