Talking Shop: Weighing In on In-Shop Cataloging
Paper catalogs have their place, but in-shop electronic catalogs are changing the repair shop/store dynamic. For the past 35 years, Harry, the archetypal, second-generation shop owner, has been telephoning Joe, the archetypal counterman, to order parts. And for 35 years before that, it was Harry’s father Clyde who owned the shop and was placing the
The Future Is a Gas
I’ve seen the future and it’s a gas – hydrogen gas, that is. At a recent General Motors press conference at Northwestern University in Evanston, IL, Larry Burns, vice president of GM Research & Development, described the future of automotive technology. Today, there are about 750 million cars and trucks on the face of this
Finding and Hiring New Recruits
What are the three most important factors in a business’ success? Location, location, location? Nope – they are staff, staff, staff. Personnel experts contend that poor hiring decisions are the main causes of absenteeism and poor productivity, which ultimately result in employee turnover and profit loss. The smaller your business, the more important each person.
Beware: There’s a New Kid on the Block
You just never know who your next competitor will be. Think beyond the import specialist shop down the road and the franchised service outlet around the corner. Think retail. Think J.C. Whitney & Company, the giant direct marketer of name-brand automotive parts and accessories, providing “everything automotive” with more than 100,000 items covering more than
Viewpoint: The Bi-Polar Aftermarket Image
Last month’s editorial titled the “Pricing Game” spured an unexpected discussion with fellow readers on the current state of the image of the aftermarket and what should be done to create a more uniform message that benefits all involved. There have been numerous threads on iATN making this problem sound like an “us against them”
Fleet Management and Warranty Companies: What’s the Difference?
In the case of a warranty company, the company has a direct vested interest in the costs of the repairs. Such companies sell a repair contract on a single vehicle where certain items on the vehicle are specifically named. The company will pay for, or toward, the repair of those specifically named items within the
Universal Coolants: The Ultimate Answer?
For nearly a decade, vehicle manufacturers have been introducing and using a variety of extended-life coolants. The only thing these coolants have in common is that they all seem to differ in formulation and color. There are orange coolants, green coolants, blue coolants, red coolants, yellow coolants, even pink ones. The proliferation of different coolant
Customers for Life: The Key to Earning Customer Loyalty and Trust
Nothing about your business is guaranteed. The number of repair orders you write each day, the number of vehicles you service per month, the amount of money you’ll spend on tools, equipment and supplies, the amount of time you’ll spend working on and in your business, or your year-end profit. You know all too well
What’s the Scoop on ’20 Groups?’
Membership Could Help Improve Your Shop’s Bottom Line
Taking the Word ‘Customer’ to a Higher Level
I always remember as a child my mother telling me to keep my room clean or to put the toys away in the family room. The reason for keeping the house extra clean was to make the place look nice because we were having guests come to visit. A couple weeks ago, I was at
Carley’s Corner: Sorry Charlie, No More Free Auto Repair Advice
As technical editor for Babcox, I frequently receive e-mails and letters from readers who ask me for free auto repair advice. Most of these requests are not from professional automotive technicians, but from motorists who have seen one of our publications while visiting a service facility somewhere. One guy in particular seems to think I’m
The Pricing Game: Technology Puts Part Prices in the Hands of Your Customers
What is the right amount for parts mark up? 20%, 35%, 100%, or do you just go by the retail price of a part as determined by the manufacturer, jobber or WD? This is a tough question in terms of business practices and ethics. This gray area can get a lot of people in trouble.