Well first, they said, all the owner wants is more and more for the same pay, AND we are working in cramped quarters as we have very limited parking that’s just not enough. We went back to the owner and related these opinions. Tell us how to change this, he replied.

I went to the shop manager and explained that we needed $20,000 per week in completed work. He had a few complaints that we were able to fix by the second week and we hit $17,600 – but we only did it one more time in the next month. This shop manager had hit, what he was convinced was, MAXIMUM, so it was time for a change. We put the shop manager in another area.

The new manager requirement was to average $20,000 per week, for wages paid. The sales were there – we just needed production. The new manager pay was presented to him so he would make (the same as the other manager) as long as he averaged $20,000 per week and would be given a bonus over that amount.

We built in a bonus compensation program to reward all the mechanics at $21k, $22k, $23k, etc. We found our new average went to $23k almost immediately, but seemed to peak within the next months. We met with the shop manager and asked what was keeping us from doing $25k? He related that they were working in cramped quarters and had very limited parking. That sounded familiar.

Was the new shop manager, now producing 22-23 instead of 15-20, that much better, or was the incentive program doing it? It also appeared that when the shop manager hit a point where he was able to bonus he allowed the limitations to return. This shop now does in excess of $30k regularly, in spite of cramped quarters and limited parking.

Then the Sales Manager decided that now he was selling more – and that should be worth more in his paycheck. Now if this employee is paid a salary for 5 days work then compensation for increased sales does not come into play.

If, however he is minimum salaried plus commission on excess of base, he is due some extra compensation. IMPORTANT POINT OF ORDER- BEFORE you set wages for any employee. You must be absolutely sure that you also set the requirements for performance at that level of pay. We don’t just see how it goes. We give goals and parameters for each pay level.

I once visited an Auto repair facility that had the entire shop area CARPETED. You read right – Carpeted. I ask the owner his reasoning and he related that he was after the high end cars, Mercedes, BMW, Lexus, Porsche, Bentley, Lamborghini, etc. They want their cars cared for and pampered and the carpet shows we care. I said how do you keep it clean?, he answered ‘we just don’t let it get dirty’. If it does, the mechanic cleans it – after all, it’s a CONDITION OF EMPLOYMENT!

This is something every owner needs to consider. When business is good we don’t mind having extra people around to pick up the extra slack – however it produces a level of production that is not necessarily their best work or their best production. When business falls the owner is reticent to cut back help, because he doesn’t want to be caught short WHEN IT RETURNS.

Therefore the erosion is continuing until you re-establish efficiency ratios. You must be willing to say, to your job applicant: The wage is $1000. per week and for that I expect $20k in business completed and deposited per week. After 20k is attained, for the first thousand in excess of your base, there is an extra $50 bonus. For the second thousand (in excess of base) – $60. For the third, $70.

This is an ascending bonus and works to assist completing good weeks. But caution, it can backfire if you do not watch it. A salesman can see he is going to have a bad week he may sandbag for next week and then run it as high as possible. I have found that under these conditions you must measure everything in monthly figures. IE: $20k X 4.3= $ 86k. Bonuses start after this is accomplished.

Ray Hauenstein

* It is also good to show that to the customer and charge him your low rate thus impressing him on your helping to keep costs down. It’s really up to you.

* Cash Sales Policy – Very few owners know about all the cash that is generated in the shop. Cores that are sold for cash after the shop is charged for them on monthly statement.

* Parts that are ordered and not used, but not returned and eventually used for unreported profits. Scrap and used parts that are sold when the manager or boss isn’t there. Post signs in office and shop -

* “If you do not receive a company invoice for your purchase it’s free” another is “Coffee is free and we don’t have a fund for it- ask for a receipt or it’s free!

Too much stuff is sold and it goes into pockets. Stop the flow of free money in your shop -it’s stealing, pure and simple!

* Use your customers – Many seniors live in retirement or group homes. Make one of your Senior customers the rep for his park or building. Give him cards, fliers and coupons. He writes his name on the back and gets a little spiff or free services for what he creates.

* Containing Comebacks – Sadly they occur, some naturally, some by accident and some through laxity and sloppiness. Watch the frequency and when lack of concentration occurs combat it. Make it the job of someone to log each occurrence and see that it’s fixed.

* Industry Reputation – People will be suspicious of you because of the industry history. Attack the problem by talking about honesty and accuracy with your shop crew and customer.

* Cross Train – Obviously this is beneficial to prevent vacations and sickness from hampering you getting work out. Everyone should learn to diagnose. Teach them how to get a confirmation from another worker – it’s another set of eyes.

* Commercial Warranties – Many commercial companies put much more mileage on vehicles than to private owners so change the warranty times to suit the duty.

* Working Hours- stagger work times to accommodate a longer day without working everybody all the time. Allow lunch hours and try to get them away from shop.

* A Personality – You need to be the personality- not your help. Be there, meet customers, picture on way, quality statements framed on the wall in lobby.

* Proper Scheduling – A terrible thing to live with is the salesman who promises work to early. Make sure your customer doesn’t have to wait or hang around and then you have to keep people overtime to get the job out. Fridays need to be controlled.

* Saturday Morning – Some shops save this time for coupon services so they don’t interrupt regular work during the week. Coupons are also good to confine to a small number a day. IE: every morning open to 10 a.m. or Saturday mornings. Take in jobs for Mondays start.

* Customer respect and their vehicles – No squealing of tires, driving home for lunch, running errands with their vehicles. The customer deserves better.

* Lot Vehicles – In hot times of year be careful not to leave windows open. When it rains you cannot always remember to close them. Keep oil off paint and from the inside. Place mats and steering wheel covers. Clean the windows before delivery.

* Language – Sloppy language demeans your shop and you. There is absolutely no reason to permit it EVER.

* Drop ins – Friends drop in to see friends and see nothing wrong with it. Coach them-limit the time and occurrences.

* Phone Calls – Watch the personal phone calls-they will make them, just control excess.

* Keep bays full- an empty shop is uninviting. It will actually turn people away.

Special Offer

If you have a management question that you would like to ask our resident Guru “Ray” Please send him an email at:
rayh@mastershopcoaching.com

Article: Ray Hauenstein, All rights reserved

www.mastershopcoaching.com

Marshall Kelly (editor)

1. A new radiator where we replace it with an aftermarket unit guaranteed for 3 years.

2. A radiator reseal in which we remove it and send to a shop that will flush and reseal it and guarantee it for 1 year. And,

3. Putting in stop leak and watch the fluid level to see if it seals. If you are keeping the vehicle choices 1 & 2 are the wisest. If you are considering replacing the vehicle we can proceed with #3. If you choose #3 and you are planning to sell your vehicle it probably will bring a little less money.”

When should this conversation all be done?
Obviously not without a full checkup, because the hoses may be contributive or even the water pump and then there is the thermostat. Don’t diagnose quickly at the fender.

Teach calmness and what I call ‘no big deal’ discovery. No matter what is wrong – don’t make it a big deal. It’s just a radiator problem and can be resolved in 3 ways with minor expense.

Everything is in a stage of continual wear out. Some parts wear out abruptly and some gradually.

Replacement of parts is a natural process of any vehicle. No matter what the repair cost is – is will likely cost less here, because we discount our repairs = always have! Just relax and let us find out the right options to correct the problem and then get you on your way.

At this point we must discuss honesty. It’s just a matter of truth, accurately presented.

“Your tires should be replaced immediately Mr. Jones, they’re ready to blow out any minute and you will cause a terrible accident or run over and kill somebody. I sure wouldn’t let my wife drive that car even out of the driveway”.

“Your engine is ready to blow and when it does it’s going to cost you thousands of dollars”. Now I admit that’s a little ridiculous, but get the point here – planting anything unnecessary into the presentation to enable you to close the deal is not looking after the best interest of the customer.

He should always be in control of the decision without sensationalism or trickery. He needs to feel that he is safe here and that comes from how you treat him.

Your shop needs a command structure. If you are the CHIEF then appoint who is in charge of sales and customer attention.

Who is in charge of test drives and diagnostics?

Who is in charge of installation?

Any new people are then trained by one of these. Working together is a requirement – not an option.
Your shop needs an information structure.
This is a point in which all work is noted on a whiteboard and all scheduled work needed and parts to be ordered and job deadlines are posted.

Don’t even think that you are all good enough to work without it -you are not.
You are wise to insist on continuing education and certification

Plan and budget 1% or 2% of quarterly profits to send your crew to a community college or tech school for updating.

As the owner contact your high school automotive training departments and make yourself available for trips to your shop and to speak to the students. Good new employee source.

(Next month): 15 Things that will improve your operation

Special Offer
If you have a management question that you would like to ask our resident Guru “Ray” Please send him an email at:

rayh@mastershopcoaching.com

Article: Ray Hauenstein, All rights reserved

www.mastershopcoaching.com

Marshall Kelly (editor)
———————————————————————————

A special note from Deanna at ShopController

If you haven’t used ShopController, it is a very user friendly program. I don’t know how many customers have told me how easy it was for them to learn, even when they’re new to computers.

I’ve even had customer’s that said they’ve always done everything by hand and always will, to later tell me they don’t know how they ever lived without the program!

We have four levels of ShopController and can help you determine which one will work best for you. If you’re a new shop and need just the basics, we have that! If you’re growing and need a little more, we’ll help you grow! If you’re established and need help organizing your information, we can do that!

We’re a very “welcome to the family” type company and would love to help you in any way that we can. We always take suggestions and are continually trying to make a better program for YOU! Give us a call and we’ll show you how we can help. 800-898-2038

——————————————————-
ShopController has just added a new “Third Party Integration for Email Marketing“ (Video)This is an awesome enhancement to our flagship product.

With email marketing you can pick groups such as Lubrication, Tuneups, Brakes etc and selectively email reminders to your customers in an interval configured setting.

You will also have the ability to email Newsletters to the complete/selected list of customers with a built in email editor.

Note: The email marketing module is available by subscription) Call us for details. 800.898.2038

Click here to become an affiliate for ShopController
———————————————————————————

Carfax Upgrade: Add license Plate and State for vehicle info, Real Time

Free upgrades to ShopController (version 8.0) – Save time and money while increasing car count. ShopController has been upgraded and now includes CARFAX® QuickVIN™ & Service Link™ applications.

These powerful tools help increase productivity in the shop and get your name in front of more customers. To activate at no cost, simply call 888-655-5362.
CARFAX® QuickVIN™

The tedious, unreliable process of recording Vehicle Identification Numbers (VINs) of cars you service is no longer an issue. Typing a vehicle’s license plate and state into the CARFAX QuickVIN application instantly produces the VIN.

You’ll be able to move more cars through with the ability to generate over 100 VINs per hour using this simple feature already built into ShopController.

With CARFAX QuickVIN, you won’t have to worry about technicians mistyping the VIN or handling expensive, often malfunctioning electronic scanners. Correct VINs mean more accurate part ordering and better quality of service.
CARFAX® Service Link™

Start using CARFAX Service Link – the free enhancement to your ShopController software designed to connect you with customers and keep you ahead of the competition.

Activating CARFAX Service Link means your shop’s name, location, phone number and website appear on all CARFAX® Vehicle History Reports™ that include your repair record.

This drives traffic to your website and generates more phone calls. Plus, partnering with CARFAX boosts consumer confidence and builds loyalty to your facility.

CARFAX Service Link helps keep vehicles coming back to your shop even after they change owners. Records of service from your facility may help improve vehicle value at trade-in or resale, making your repair facility more attractive to potential customers.

CARFAX Service Link lets your facility gain exposure to the millions of people who are saying,
“Show me the CARFAX.”™
Call 888-655-5362 to learn more and to activate this free upgrade(Version 8.0), courtesy of ShopController. Or call ACS at 800.898.2038

————————————————————
Thank You,

Marshall Kelly (Editor)

This sales figure produces no profit for the company. The managers wages for this for the 44 hour week (5 and ½ days) is minimum wage ($6.55) X 40=$262.00 + 4 Overtime hours @$9.82=$38.28.

Adding the 2 together totals $300.28 before taxes. Then bonuses are paid on some percentage (5%-6%-7%) of every $1000 of sales over break-even. This program keeps everything indexed to sales performance and insures just as much good effort that you need toward the end of the month.

Most pay the manager too much, then after 2-3 months dismiss him because he doesn’t perform to the level of his pay. The answer is keep him indexed. Your entire sales cost should not exceed 5%. Monthly Bonus Sharing is another great way to pay employees.

Everybody gets a minimum wage program plus a share of the profit for the month. The profits are based on the amount of overage there is above expenses. Mechanics can be paid another way- with minimum wage 44 hour a week program plus $14-$15-$16 per hour for every book time hours they perform.

CONCEPT of your company is reflected in the process and treatment procedures you train your employees to use when handling your customers. Teach how to start with a clipboard, as you start with a customer using a checklist and discuss his observations of what he is suspecting is his problem.

A check sheet is best that a technician can add comments to during checkout. Walk to the vehicle with customer making notations of conversations and observations. Ask who has serviced the vehicle last and how long it has been.

Record the mileage and recent work done.

If a noise or something occurring while driving seems to be the problem – arrange for the authorized test drive technician to be briefed. Ask for permission to check other systems while examining the problem area.

May I offer you a free brake check and tire inspection while we have your vehicle on the lift?’ If the customer is leaving the vehicle get all appropriate info and permissions.

Total Vehicle Care is a great concept

This is a checkout procedure that makes the owner aware of the ‘real’ condition of his vehicle. The purpose is to prevent breakdowns and keep repair costs at a minimum. A simple repair to a faulty battery cable will prevent a stranded condition.

Fluid checks find parts that are leaking and overheating. Engage the customer in a feeling of security by teaching the concept to your employees and show them how to explain the safety in the full checkout procedure. Some shops present it as a 19 point safety check you get free with every Lube/Oil & Filter. The more you check – the more defects you will find.

Consider a $20-$30 used car checkout fee for those thinking of buying a car from a private party. You look the car over – check systems and fluids and give them an opinion of its overall condition. I know shops that do this and they find that word of mouth brings even more customers. Be the authority they trust in vehicles.

Article: Ray Hauenstein, All rights reserved

www.mastershopcoaching.com

Marshall Kelly (editor)

Most people are self centered – EGO CENTRIC. What they want counts – what you want is of no interest to them. How do you get people off of being self protective and get them to trust and look for the good?

This is not just to get people to like and trust you – it is to get the student to become more mature and trust others.

Your employee subjects must believe in you.

They may feel they have been lied to before and so trying to get them to try again may be a hard sell. It may be that the one that tried to ‘motivate’ them did it poorly, or really did try to use them.

The goal is to teach your employee how to create success by empowering them to be genuine, operating in such a way that will ATTRACT people to them. PHONY-NESS will show here.

A lie will only hold up for a little while. Don’t ever trifle with peoples trust. You are going to show your people how to meet people’s needs – not to con them.

One of the first things to do is to find candidates that will follow instruction.

Many have already developed their trends and habits by working for other neighboring shops. Trying to incorporate them into your team without changing their attitudes is difficult. Don’t let them bring somebody else’s program into your shop. You have your own.

Screen them for all the usual attributes you want but pay particular attention to co-operative friendliness and willingness to grow and learn.

Some at this point will send their people to a Dale Carnegie course (How to win friends and influence people) and that’s satisfactory, however the faith and respect they develop in the course needs to be in you, the owner. So, you train them. Having been a Carnegie instructor, I will assist you.

Always stay in control.

This is not a place where new employees bring in their own ideas try them out on the customer. This is a place where a concept is explained to the crew and then put into practice. The concept will be covered in a moment. But first let’s discuss pay structures.

Every employee feels he is worth more and that will be true once the program structure is in place and it produces fruit and meets goals.

Once the handling of a customer is adequate and the work is sold and accomplished perfectly and major effort is made to take responsibility for quality and details then efficiency is maximized, problems are minimized and profit is realized. Now much is written about pay programs.

Let us understand pay options the way the Dept of Labor outlines it. Hourly wage is a standard way of compensation and is based on a 40 hour week. Any additional time is to be compensated at hourly rate X 1.5. Salaries are acceptable providing they are also confined to 40 hours per week.

The same Overtime rule applies to salaries. Dividing the salary amount by 40 hours yields the wage per hour. Then hours over 40 are multiplied at 1.5 that rate for every hour over. But I thought salaried people were exempt from overtime. ONLY, IF the salaried employee manages 3 or more people and doesn’t do what they do.

Please remember what a salary is: it says to the employee ‘even if you do not work all 40 hours I will still pay you this amount’, but it doesn’t work the other way. Many times the employee is stuck working many overtime hours, without extra compensation, but because he/she does not know – they never collect.

If however, they find out about the law, even after leaving your employ, they can go to state or Federal Labor Board and file for back pay. I have had clients get nailed on this and it isn’t pretty.
Just pay the overtime or stagger hours so everybody works 40.

Piece work is another favorite. At the end of the pay period the hours worked in that period must be divided into earnings and minimum wage must be covered.

With piece work the employee is free to come and go as he desires even through the work day as the hourly and salaried cannot. Commissioned people are entitled to the same protection as the piece work people with minimum wage guarantees. (To be continued)

Article: Ray Hauenstein, All rights reserved

www.mastershopcoaching.com

Marshall Kelly (editor)
———————————————————————————
ShopController Management Software
“Update”

Shop Controller Subscriptions Offer an Affordable Model for Shop Management Software

The Shop Controller crew are pleased with the results they’ve been getting with the new subscription program they recently initiated. During the recent economic recession, it became obvious that many shop owners who were just starting out or working to recover their business just couldn’t commit a large sum of money to new software, no matter how urgently they needed it.

While appreciating the many loyal customers who have purchased the Shop Controller license and continue to welcome new customers who prefer this method, they realized that another option was needed.

So Marshall Kelly decided to bite the bullet and take a big chance in offering a subscription option. This held a lot of risk for the company in the near term, but offered tremendous value to his customers, with the promise of long term stability for the company.

While still offering the full suite of Shop Controller software at the one-time license plus annual service agreement, monthly subscription pricing has also been put into place. The results have been phenomenal. According to Marshall, the new plan is an unqualified success.

Response to the subscription program has been overwhelming. Subscriptions are set up with just a one-time installation fee and then a monthly subscription charge based on the level of software the shop owner decides on. Subscriptions offer the advantages of immediate cost reduction, predictable payments, and long term savings.

The service agreement that normally requires an annual charge is included at no additional cost (except for the “Lite” version. )To make a great deal even better, subscribers don’t have to worry about system updates, both minor AND major updates.

Most software, including Shop Controller, includes minor updates in the license purchase price. Major updates on the other hand, require a full or discounted purchase. These updates are included at no additional charge with the subscription plan.

Subscription fees vary from $39 for Shop Controller Lite to $139 for the Platinum version, but the Platinum version is currently being offered at a promotional price of $99.
Call 800.898.2038 and sign up today! Download the
evaluation at www.shopcontroller.com

———————————————

ShopController has just added a new “Third Party Integration for Email Marketing” This is an awesome enhancement to our flagship product. With email marketing you can pick groups such as Lubrication, Tuneups, Brakes etc and selectively email reminders to your customers in an interval configured setting.

You will also have the ability to email Newsletters to the complete/selected list of customers with a built in email editor.

Note: The email marketing module is available by subscription) Call us for details. 800.898.2038

To join our affiliate program Go To
www.shopcontroller.com and paste link into your browser.

———————————————————————————

Carfax Upgrade: Add license Plate and State for vehicle info, Real Time

Free upgrades to ShopController (version 8.0) – Save time and money while increasing car count.ShopController has been upgraded and now includes CARFAX® QuickVIN™ & Service Link™ applications.

These powerful tools help increase productivity in the shop and get your name in front of more customers. To activate at no cost, simply call 888-655-5362.
CARFAX® QuickVIN™

The tedious, unreliable process of recording Vehicle Identification Numbers (VINs) of cars you service is no longer an issue. Typing a vehicle’s license plate and state into the CARFAX QuickVIN application instantly produces the VIN.

You’ll be able to move more cars through with the ability to generate over 100 VINs per hour using this simple feature already built into ShopController.

With CARFAX QuickVIN, you won’t have to worry about technicians mistyping the VIN or handling expensive, often malfunctioning electronic scanners. Correct VINs mean more accurate part ordering and better quality of service.
CARFAX® Service Link™

Start using CARFAX Service Link – the free enhancement to your ShopController software designed to connect you with customers and keep you ahead of the competition.

Activating CARFAX Service Link means your shop’s name, location, phone number and website appear on all CARFAX® Vehicle History Reports™ that include your repair record.

This drives traffic to your website and generates more phone calls. Plus, partnering with CARFAX boosts consumer confidence and builds loyalty to your facility.

CARFAX Service Link helps keep vehicles coming back to your shop even after they change owners. Records of service from your facility may help improve vehicle value at trade-in or resale, making your repair facility more attractive to potential customers.

CARFAX Service Link lets your facility gain exposure to the millions of people who are saying,
“Show me the CARFAX.”™
Call 888-655-5362 to learn more and to activate this free upgrade(Version 8.0), courtesy of ShopController. Or call ACS at 800.898.2038
————————————————————

Thank You,

Come back often for useful, current information that helps your business and your customers. And don’t forget to visit our companion businesses on the web; Master Shop Coaching and Performance Site Builder.

Both Master Shop Coaching and Performance Site Builder are great tools for any shop owner or manager. PSB puts your shop on the Internet for a minimal cost and with a great looking, professional website.  MSC is your coach and mentor and can increase your shops’ sales and success or help with a change in strategy to bring in more customers and help with managing employees, finances and marketing.

Regardless of which of our sites you visit, we are here for you as an auto repair or truck repair business owner or manager.

And don’t forget our sponsor, Shop Controller, the easiest way to manage your business with efficient software. Shop Controller handles every facet of an auto repair or truck repair business.

Excerpt from Lesson 4, MasterShopCoaching – 09.14.2010

Few things are as evasive as excellence. This is because it cannot develop on its own. It must be conceived in the heart, intended in the will and pursued by the character. As those of us who work with concepts find, everybody wants success and will think they will achieve it.

Achieving success is a process of personal development that attracts good things to you. Building that personal development desire is tough, for many times the sacrifice to attain it is too uncomfortable.

Being willing to comply in order to attain is not natural and defenses arise and sooner or later the aspirant will reason that it is taking to long, or they are being taken advantage of. When one is protecting oneself, the nobleness of giving and creating can be lost.

So, as you engage in learning how to motivate, you will have your hands full. Many times you will plant the objective in your trainee and even though he will ascend to the process, he can sour some times in it and suspect he is being used and manipulated.

Stop and think about it. You are going to try to convince him that being congenial and sharing and creative and unselfish are attributes that will attract people and goodwill and trust to him. Now before you try to sell it to him – you must trust it yourself!

I was exposed early in life to a father in law to be, that looked at me as a kid who didn’t know much. How did I intend to marry his daughter and provide for her? He was a big intimidating, gruff, cautious guy.

I needed to win him over. The process of winning him over was going to be long and hard. I would sit and ask him questions and appear to bathe in his wisdom. After all, what dad in law is ever really listened to? They think – who cares what I think-nobody listens?

I would wait on him and be very interested in everything he would do and everything he had to say. After all, I recognized that I needed to change the way he saw me. Now, this is going to work,

I told myself, just keep it going. For some time I saw no evidence that anything was working. He was dubious and sometimes got on my case. I thought I had failed, but I now know he was testing me to see what I would do. Do you have any idea how tough he was making it?

I reasoned more than once that his wasn’t going to work. He was too opinionated and bull-headed. Unreasonable and selfish. Did I hang in there? I had to. My own Dad was coaching and teaching me not to give up. It took some time but GRADUALLY he came around.

I had sold him that I thought he was smart-wise-charming-funny-tough and a good man. ‘You see this is the world of politics and political savvy’. I finally convinced him that I appreciated him and his abilities. And guess what? In the process I discovered – I really developed an appreciation for him.

I began to see he was gruff, but real and I began to like him and respect him. The same thing I was trying to accomplish in him – happened to me!

QUESTION- HOW MANY PEOPLE WOULD LIKE YOU IF THEY COULD GET TO KNOW YOU?

How many friends would you have if you took the time to know them? I did not lie to him or compliment him when he was wrong. I disagreed with respect. He got to the point where he appreciated me for the young man I was and he began to trust me.

This is the essence – YOU TEACH PEOPLE HOW TO MEET OTHERS NEEDS, for in doing so, YOUR and THEIR NEEDS GET MET!

Ray Hauenstein (Author)

www.mastershopcoaching.com

Free upgrades to ShopController (version 8.0) – Save time and money while increasing car count.ShopController has been upgraded and now includes CARFAX® QuickVINTM  & Service LinkTM applications. These powerful tools help increase productivity in the shop and get your name in front of more customers. To activate at no cost, simply call 888-655-5362.
CARFAX® QuickVINTM

The tedious, unreliable process of recording Vehicle Identification Numbers (VINs) of cars you service is no longer an issue. Typing a vehicle’s license plate and state into the CARFAX QuickVIN application instantly produces the VIN. You’ll be able to move more cars through with the ability to generate over 100 VINs per hour using this simple feature already built into ShopController.

With CARFAX QuickVIN, you won’t have to worry about technicians mistyping the VIN or handling expensive, often malfunctioning electronic scanners. Correct VINs mean more accurate part ordering and better quality of service.
CARFAX® Service LinkTM

Start using CARFAX Service Link – the free enhancement to your ShopController software designed to connect you with customers and keep you ahead of the competition.
Activating CARFAX Service Link means your shop’s name, location, phone number and website appear on all CARFAX® Vehicle History ReportsTM that include your repair record. This drives traffic to your website and generates more phone calls. Plus, partnering with CARFAX boosts consumer confidence and builds loyalty to your facility.

CARFAX Service Link helps keep vehicles coming back to your shop even after they change owners. Records of service from your facility may help improve vehicle value at trade-in or resale, making your repair facility more attractive to potential customers.

CARFAX Service Link lets your facility gain exposure to the millions of people who are saying,
“Show me the CARFAX.”TM
Call 888-655-5362 to learn more and to activate this free upgrade(Version 8.0), courtesy of ShopController. Or call ACS at 800.898.2038

ShopController Management Software “Update”

ShopController has just added a new “Third Party Integration for Email Marketing” This is an awesome enhancement to our flagship product. With email marketing you can pick groups such as Lubrication, Tuneups, Brakes etc and selectively email reminders to your customers in an interval configured setting.

You will also have the ability to email Newsletters to the complete list of customers with a built in email editor.

Note: (The email marketing module is available by subscription) Call us for details. 800.898.2038



The Bookends of Success by Dr. John C. Maxwell

NASCAR drivers know the importance of starting in the right place. Before a race even begins, they compete with one another in the hopes of earning the best starting position. At qualifying runs, held the week prior to the official race, each driver speeds around the racetrack in a timed performance. The driver with the fastest time earns pole position – or the right to begin the race in front of the other cars. A driver in pole position doesn’t have to be concerned about passing anyone in order to win the race. All he or she must do is hold their position in order to win.

Conversely, a driver who does poorly in the trial run must begin the race in the worst possible position – at the very back of the pack. Stuck behind the other racecars, the disadvantaged driver has virtually no chance of winning. To finish first, he or she would have to pass every other car on the track during the course of the race.

In addition to starting strong, a NASCAR driver understands that his or her performance depends on finishing well. In a 500-mile race, leading for 499 miles is meaningless if a driver isn’t in front at the checkered flag. Regardless of a driver’s skill maneuvering the car early in the race, if he or she crashes or loses focus toward the end, the driver will forfeit the lead and lose the race. Nobody wins points for their position in the middle of the race; rather, each driver is assigned a place based on how he or she finishes.

THE BOOKENDS OF SUCCESS

Great leaders understand the two bookends of success: starting and finishing. We generally think about them in terms of doing a task or project. However, what’s true in our approach to projects is also true in our approach to each day. How we spend our mornings and evenings has a tremendous bearing on the course of our leadership.

I use my morning to set up a game plan for the day. During this time, I allow no interruptions. I never schedule breakfast meetings, and I isolate myself from distractions. I do not permit myself to strategize years down the road or to project my thoughts months into the future. Rather, I narrow my focus to the upcoming 24 hours. I ask myself: “Just for today, how can I be a success?” Viewing life in 24-hour increments, I place a premium on each day. I try to make each one a masterpiece.

During the evening, I reflect on my day. By reflecting, I translate my day’s experiences into learning opportunities. This process solidifies in my mind the lessons I’ve discovered or bits of knowledge I’ve uncovered. Reflecting also gives me the space to assess my progress on the goals I made during the morning.

Relaxation is another important part of my evening routine. I make a point to put my leisure time into activities that replenish me by refueling my energy. For me, such activities include spending quality time with my wife, reading a book, or studying Scriptures. Relaxation puts me in a good emotional state, lifts my spirits, and reminds me of the joys of life.

When I neglect to carve out time in the morning to plan my day, I notice adverse effects. First, I don’t live my day on purpose. Instead of choosing where to invest my time, I cede control of my schedule to whatever circumstances happen to arise. Second, I squander my energy. Since I don’t outline clear goals for my day, I float from one activity to another without getting anything done. Finally, when I skip my morning planning time, I feel overwhelmed. Since I’m ambitious, I have a propensity to bite off more than I can chew. If I don’t focus my attention, the weight of my numerous involvements begins to drag me down.

When I am not intentional about setting aside evening time for relaxation, I encounter negative symptoms, too. First, I get uptight. My times of reflection and relaxation act like valves that release stress from my life. If I don’t guard those times, I get tense, my thoughts are more negative, and my health suffers. Second, I lose passion. My leisure times fuel me. If I am not intentional about putting time into my favorite activities, then life loses its luster. Third, I miss chances to grow. When I don’t reflect on the meaningful moments from each day, I rob myself of the benefits of experience.

SUMMARY

Yesterday is gone, and tomorrow is out of reach. That’s why today matters. Leaders who value each day know the importance of starting well and finishing strong. In the mornings, they focus their energies on key tasks, and in the evenings, they replenish themselves. By mastering the bookends of success, leaders position themselves to make an impact every day.

Sponsor:         ShopController Shop Management Software

                                  ……….Free Evaluation………

ACS would like to announce the Newest version of ShopController:  a completely revamped application.   The last year has seen a complete revision of the software including a lot of new additions.

ShopController developers have done an awesome job in the changes that have been made includ-ing the upgraded fleet module. they also have a special service to meet with you online and do a “Gotomeeting” so we can help you evaluate our software.

ACS has completed integrating the Wrencheads Nexpart catalogue with online ordering into ShopController. We are now a certified partner.  In a few days we will also have the integrated labor guide. We now have an interface to the NexCat catalogue for parts pricing with aftermarket pricing. Shopcontroller has the ability to bring this data into its invoice and Estimates.

Next: WorldPac integration should be ready this week.

ShopController has completed the Import Utility to bring data from digital price lists and also data from Quickbooks into Shopcontroller for Quickbooks users that purchase Shopcontroller Software.

   ACS has also upgraded the Carfax Vin Decoder to include the full Truck information upgrade for large trucks. The software now comes in(click to review)  four levels for the needs and budgets of the vehicle service market.  Visit www.shopcontroller.com for more details or Click HERE for a free evaluation of ShopController software..

ACS would like to mention a couple of things about the desktop operating systems. Microsoft is having a lot of issues with the Vista operating system. When putting together a new computer, ACS reccomends that you buy it with XP professional and when the bugs have been worked out, then upgrade to Vista. If you do your research on the web you can find out the issues that are causing problems.

Sponsor / Partner…….. Discount Payment Services

Discount Payment Services was reccomended by ACS (ShopController Software) ACS gave us this resource because they reviewed their merchant service account and the review saved them several hundred dollars. Part of the problem was that ACS did not do a regular review and has changed how their merchant service is handled.

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   DPS, on the other hand, are paid a share of the revenue earned from passing our costs directly on to the merchant. That means we don’t markup our rates.

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In this world of always wanting the latest “Thing”, there is a lot of discussion in the vehicle service industry when shops are starting up or when existing businesses decide it is time to upgrade their hardware.  This is normally not a problem unless it includes a change in the operating system. 

Software providers are having a lot of frustration when a shop upgrades from an older operating system to the new” Vista” platform. This operating system is, for lack of a better word, in a “Beta” or “pre-release mode”.

While trying to use third party software such as QuickBooks, or Management Systems, and working with network configurations, the consensus is that most businesses should wait at least one year so that most of the “unbearable” issues have been addressed.

One of the main concerns for third party software is that, although everything works well before upgrading, they play the “Blame Game”, when changing operating systems and to say that it is the third party software vendor’s problem.

They forget that, there was no problem before the upgrade was completed, an dismiss it is a third party issue.

The new Vista operating system is brand new and has not been out long enough to have most of the problem issues handled. The key word if you are intent on upgrading to Vista is “Patience” with all of the other software vendors.

Software vendors tell us that “there is one area that never fails to amaze them” and it is in the area of their customers not “BACKING UP DATA FILES”.

One story told to me was that there was a customer that had a problem with a electrical outage and that when it happened the database in the management system was wiped out.

This particular customer had not backed up in three years. Can you imagine trying to put three years of data back into a software application??

Database issues are really miss-understood. If you search Google for “database corruption”, there are hundreds of ways that a database can become corrupt.

Vendors tell me “there is no code in a software application that will cause corruption in the database”.

When I was doing research on the subject there was one site that will “try” to fix your corrupt database.  The cost starts at five hundred dollars with “NO” guarantee.

Backing up daily should be the top priority. It only takes minutes to copy a data base backup back into a software application and you are back in business.

Marshall: Editor

There are some good resources on the Automotive sponsored site AMI (Automotive Management Institute) and Autoinc (ASA)asashop.org. I would like to ask anyone that has articles or information you might have, to possibly share these resources with our automotive community.

There also are awesome coaches and consultants in this niche who have really done a great service to shops who are committed to making changes in the way they do business.

Dan Kennedy, the marketing guru made a statement in one of his newsletters that really struck a note with me and that was, My business is different so that way of doing things will not work for me. He says that this is simply not true. (99% of the time).

Staff comments: “A Funny”

I did not know this …Did you? (Author unknown)

 I have been driving (legally) for over  forty years. One would think I would have noticed the little secret on my dash that was staring me right in the face the whole time.  I wonder if you have?

Quick question, on what side of your car is your gas tank?  Since I’ve owned my vehicle for more than three years, I know it’s on the left (driver’s side). If I’m in a strange car, I have uncomfortably stuck my head out the window, strained my neck and looked (or pulled up to the wrong side at the gas station).
I’m going to share with you a secret so you will no longer look like Ace Ventura on your way to the gas station or put your neck at risk of  injury.

If you look at your gas gauge, you will see a small icon of a gas pump.  The handle of the gas pump will extend out on either the left or right side of the pump.  If your tank is on the left, the handle will be on the left.  If your tank is on the right, the handle will be on the right (see photo below).  It is that simple! I don’t know how you feel right now but when I found out this morning I felt DUMB!

Why don’t the dealers share such important information with car buyers?  I don’t understand why this isn’t in the drivers education manual (yes, I looked).  I don’t get why any mechanic I have ever been to or know has even thought of mentioning this to me.  Can the only possible explanation can be that all these people don’t know!

Go out and share a best kept auto secret with your friends, and IF you KNEW this, why didn’t you tell me??!!

   Discount Payment Services was recommended by ACS (ShopController Software) ACS gave us this resource because they reviewed their merchant service account and the review saved them several hundred dollars. Part of the problem was that ACS did not do a regular review and has changed how their merchant service is handled.Sponsor—–ACS: ShopController Shop Management Software (New & Improved)…..

Looking at how other successful businesses have made great strides in growing their bussiness and trying new ways to revive or escalate thier sales and revenue. We have to make changes so the old term of “If you keep doin what you are doin, you will keep gettin what you got” will not be our motto.

 Diligence: The Key to Accomplishment
 By Dr. John C. Maxwell

When studying the accomplishments of Benjamin Franklin, it’s hard to believe one man could have contributed so much to society during his lifetime. Consider a list of Ben Franklin’s notable achievements. Over 200 years later, many of them influence our daily lives.

• Invented bifocals, the lightning rod, and an odometer for carriages
• Founded America’s first public library, public hospital, volunteer firefighting organization, and fire insurance company
• Founded the American Philosophical Society
• Wrote Poor Richard’s Almanac, one of the most popular books in early America
• Wrote America’s first political cartoon
• Held position of Postmaster General of the American Colonies and dramatically improved the United States’ postal system.
• Owned colonial America’s most prominent printing network
• Served as America’s first ambassador to France
• Was the oldest person to sign the Declaration of Independence
• Proposed idea of Daylight Savings Time
• Made groundbreaking scientific discoveries in the field of electricity. During his experimentation he coined the following terms: battery, conductor, charge, uncharged, negative, minus, plus, electric shock, and electrician

What made Benjamin Franklin such an extraordinary individual? Natural genius? Charm? Charisma? While Franklin may have had each in abundance, his diligence stands out as the quality most responsible for his greatness. His maxims on hard work are still ingrained in America’s vernacular.

Early to bed, and early to rise, makes a man healthy, wealthy and wise.
Diligence is the mother of good luck.
Lost time is never found again.
Plough deep, while sluggards sleep, and you shall have corn to sell and to keep.
One today is worth two tomorrows.

OUR PROBLEM

Everyone can be diligent, but few are. Why? True diligence runs contrary to human nature. In fact, the trait common to all humans is our desire for instant gratification. We want as much as we can get, as fast as we can get it, with as little effort as possible. That is our nature. We all have a natural inclination to follow the path of least resistance. We seek out shortcuts, hoping to get maximum return on minimum investment.

Perhaps nothing highlights our trouble being diligent better than dieting fads. The secret to a healthy body is to eat less and exercise more. It’s that simple, yet we can’t seem to discipline our diets or find our way to the gym. Instead, we fuel a $50 billion weight-loss industry in a vain search to bypass the consequences of a poor diet and sedentary lifestyle.

WHY IT’S WORTH FIGHTING FOR DILIGENCE

Earn an advantage

Since the average person lives for the moment, a leader gains ground on the competition by being diligent. When others are slacking or cutting corners, a diligent leader is building a firm foundation for success. By sacrificing temporary pleasure for long-term profitability, a diligent leader stands above the crowd.

The secret of your success is determined by your daily agenda. The most successful leaders accept no excuses for taking action each day in the direction of their dreams. When energy is low, the diligent forge ahead anyway. When emotions are negative, the diligent rise above their feelings. When obstacles block the path, the diligent climb over them. Through time, discipline promotes the diligent above their peers.

Gain control

When a person’s life spirals out of control, it seldom results from a momentary lapse of judgment. Rather, an accumulation of bad decisions lead to a series of negative consequences. For example, look at Michael Vick’s predicament. Although blessed with loads of ability, Vick did not diligently surround himself with positive influences, and he ended up sabotaging his career. Instead of enjoying an iconic life as a sports superstar, Vick will be locked behind bars where he will be powerless to control his football future.

The diligent select the life they want to live rather than responding to a life dictated by circumstances. For instance, if a leader wants to retire early and have a secure future, then he or she will diligently save and invest with that goal in mind. If a working father desires to have a healthy family life, then he will prioritize time with his children and find ways to express his love for his wife. The diligent see a desired destination, and they stick to the path that leads there—even when the road is hard.

Win Respect

Leaders draw others to them from the attractiveness of a life well lived. Diligence through time yields results, and those results stand as testament to a leader’s character. Followers flock to a profitable leader who has proved his or her worth over an illustrious career.

Similarly, leaders search for talented individuals who consistently demonstrate excellence in their work. Most anyone can have a brilliant moment, but the best workers leave a track record of success by diligently contributing in whichever roles they are given.

“This article is used by permission from Dr. John C. Maxwell’s free monthly e-newsletter ‘Leadership Wired’ available at www.maximumimpact.com. ”