• ASA Annual Meeting 2019 and the Celebration of Excellence
  • Gary Keyes, AMi Recognition
  • Brin Klein, ASA Alpha Award
  • Frank Leutz, Communicator of the Year
• Upcoming Town Hall Academy #120 on Technician Pay. Friday, May 15, 2019
• Behind the scene story on the podcast interviews with Giuliano Zuccato
  • Mustang Man Episode 172
  • Chrysler Crossfire and the Horse of Destiny Foundation, Episode 243

It’s often said that if you choose a job you love you will never have to work a day in your life. Joe Marconi can say that with sincerity, Joe owns multi-branch operation Osceola Garage in Baldwin Place and Croton Falls, NY. His dream after graduating high school was to someday open up his own automotive repair business and that dream became a reality on October 1, 1980.

Joe was born and raised in the Bronx; he relocated to Putnam County, NY and founded his company on the culture and philosophy that he was taught growing up: Treat people with respect, take care of your customers as family and always go the extra mile. These principles quickly became the secret to Joe’s continued success.

Joe is also a part-time business coach and trainer for Elite Worldwide and co-founder of autoshopowner.com. Listen to Joe’s previous episodes HERE.

In January of 2017, John Long purchased an interest in Total True Automotive dba Schertz Auto Service, Schertz, TX,  for which he worked since July of 2005.

Growing up John was not interested in vehicles even though his father had always fixed their cars.  John’s passion was sports especially hockey.  John played anything and everything growing up.  He is still a huge sports fan and sports numbers junkie.

In his late teens, John started to gain more interest in vehicles and just after his 21^st birthday he accepted a position working at National Tire & Battery as a service advisor.  He knew nothing about tires or vehicle systems and how they worked, but he learned as much as he could.

In 2005, John and his wife decided it was time for a move. He arrived in San Antonio late on a Friday night after driving 24 hours straight and interviewed with Mark Roberts on Saturday morning.  Mark hired John, and for the next several years he helped grow the new mechanical repair shop business. Listen to John’s previous episodes HERE.

Gary Keyes is the owner of E & M Motors Auto Service in Stuart, Florida.  Gary started as a tech, right out of high school back in the service station days in Miami. He also worked in a Toyota dealership for 10 years and decided he was smart enough to open a shop himself. He says he is still learning.

Through the value of networking, as a member of ASA, he found and purchased E & M motors.   Networking with peers, he says, is one of the most powerful benefits of association membership.

Gary is also a trustee of AMi and earned his AMAM (Accredited Master Automotive Manager) certification. Gary is also an ASE Certified Master Technician Since 1978. Listen to Gary’s previous episodes HERE.

Talking Points:

• To improve the end product and to reduce comebacks, you must build quality into the repair process. Quality control checklists at the end of the repair can only do so much.
• Quality, not quota, is the strategy you need to adopt to reduce comebacks.
• You have to Slow Down in order to Speed Up.
  • You need the ability to throw down the STOP card
• Comeback prevention starts at the front door.
• It is all about communication. Writing enough information to the technician will make for a better diagnosis.
  • You cannot accept a work order that says ‘Check Engine Light’, or ‘Dead Battery’.
• Instead of Quota (production), it needs to be Quality. You need a culture of caring and quality that will go a long way to manage comebacks.
• You should always be looking to improve. Your processes will drive a well-managed quality program.
• You must log every comeback and discover if it was communication, process, part quality or training, among other come back reasons.
  • Must log where the part was purchase and brand. You need to be able to spot trends.
  • What were the costs up to and including a rental car etc. See below link for a comeback cost analysis download.
• If failure rates are too high on a product line, this group would change parts brands. But they would let the supplier know that they were having a problem.
• Quality of parts today is in question and you need to pay attention to comebacks so your costs and reputation are managed.
• Top failures that can lead to comebacks in order of the experience of the panel.
  • Communication. 50%
  • Part Failures. 40%
  • Technician Errors. 10%.
    • They take their jobs seriously and do not ever want a comeback.
• Do the math on comebacks. See the cost report (link below) that shows an example of the cost of a steering rack comeback.
• In the eyes of the customer, no matter what type or kind, even if a missed oil change sticker, shows a breakdown in the process. The customer may think what else did they miss?
• You need to follow up with each customer on each job. Probe the customer and understand the post-transaction. So important for first-time customers because their anxiety level is high. This helps to ease it when you call back 48 – 72 hours after the repair.
• Your overall reputation of quality, honesty and integrity can lessen the blow of comebacks.
• A bad review or experience can snowball and get out of control if you don’t manage.
• A good Quality Control process after the repair is important to tighten up the quality of the repair process. Many times the person who does it should not be the tech who worked on the car.
• To repeat the right behavior, give the tech a high five and praising when there is a perfect QC done on the vehicle. This will reinforce the type of behaviors you are looking for.
• Spend a lot of time on internal procedures and processes so that post repair quality control is nearly perfect every time. Follow the procedures 100% of the time. No exceptions.
• Vince Lombardi Quote: “Perfection is not attainable, but if you chase perfection we can catch excellence.”
• It starts from the top and the culture you determine for your company. Every team member is a key component to the success of the company.
• Put the emphasis on quality not quota. Success is in the details.
• Your quality will be determined on how you lead others. People will want to be praised and be included in how the company functions.

Referenced in the episode:

Concierge Service – The Next Frontier. Town Hall Academy Episode 008

Bobby Bassett from Gates on Cooling System Come Backs

Download the AASA and ASA Joint Task Force: The Cost of a Come-Back

This episode is brought to you by Jasper Engines & Transmissions. When a car’s engine or transmission fails, it’s not the end of the road. A remanufactured drivetrain product from Jasper Engines & Transmissions will give your car a new lease on life. JASPER has over 2000 Associates, three manufacturing facilities, two distribution centers and 45 branch offices across the country. They’re all working to produce, transport and deliver the perfect product. That’s what they do best… keep customers happy. Visit jasperengines.com

[Pictuered above Joe Rakowski, Joe Tranchitella and Dave Wagner]

ASA-PA Super Saturday Training Event, Saturday, October 14th, 2017. Held at the Automotive Training Center in Warminster, PA

Two distinct training tracks for business owners and technicians with a compliment of industry vendors.

• Vendors – 31
• Classes – 19
• Attendees – 248
• Covering 13 different states and Canada

Super Saturday Leadership Team:

Joseph Rakowski
Event Chairman
Savage Automotive and The Hybrid Shop
Philadelphia, PA

Joe has a computer and electrical background.  From 1990 – 2003 he fixed flight simulators for the Navy and Marines.  During that time period, there was a lot of base closure’s and squadron’s deactivated. Joe needed to change careers, so when the phone call came from his pop it was perfect timing.  Joe’s dad had a business opportunity. The guy he worked for thirty years, wanted out. So Joe and his dad bought the business and his on-the-job training began.  Joe never went to an automotive school, every bit of his learning was OJT. It worked out great for Joe and the shop because cars became so computerized that it was right up Joe’s area of expertise.  The shop started programming and doing a lot of work that no other shops wanted to do.  Joe works to keep his shop ahead of the curve, by staying up with equipment, training and technology.  In the last couple of years Joe has migrated into the office and he really only gets to play with Hybrid batteries.

Joe Tranhitella
Event Co-Chairman
Joe & Sons Auto Repair
Perkasie, PA

Joe’s dad, known as Joe Senior, opened J&F Texaco in 1969. There Joe’s love for cars exploded.  As a very young kid Joe loved cars, so because of his dad’s shop, his automotive life was about to begin. Joe started by pumping gas, washing windows & pushing a broom. He also had a small car detailing business during the summers at the shop and he also had a lawn service business for 20 years.

In 1985 Joe started working for his Dad full time. He got his safety & Emission License and attended many Allen Test Product Classes.  As any son knows working with your Dad can be tough. In late 1989 Joe and his dad parted ways but still communicated…especially for Mom. In 1992, Joe and his dad got back together as business partners. I renamed the shop:  Joe & Sons’ Auto Repair.

In the mid 90’s Joe started to take ASE tests. He became an ASE master technician & a certified Emissions Repair Tech.

In 2006 Joe signed-up with coaching company ATI. He was active with that organization for over 3 years because he knew that he needed to learn more about running the business.

Joe attended his first Super Saturday event in 2013.  He partnered with Joe Rakowski and Dave Wagner because they always spoke highly of the importance of education at events like Vision and the TST Big Event. So in late 2015 he became involved with ASA and in 2016 Joe went to his first Vision with the ‘Savage Crew’. He was hooked.

In July 2017 Joe bought & started a second location, “Joe & Sons at Seven Corner Auto Repair”.

Dave Wagner
Event Co-Chairman
Automotive and Hybrid/EV Technician
Savage Automotive
Philadelphia, PA

Dave Wagner is a technician working at Savage Automotive Technologies in Northeast Philadelphia. There he has continued his education. Dave is an ASE CMAT, L1, L2, L3, the Assistant Coordinator for Delaware Training Group and an EV/Hybrid tech. Dave started as so many techs did changing oil at his uncle’s shop on weekends when he was 12 years old. He started the professional side of his career as a tech in dealerships in 1996. Dave is currently working with a mentor to become an instructor to help teach and motivate others to want to learn what this industry has to offer.

Trainers at Super Saturday that have been on the Remarkable Results Radio Podcast:

• Barry Barrett
• Jeremy O’Neal
• Eric Ziegler
• Wayne Colona
• Joe Gonzalez
• Jim Morton (upcoming)

Other names mentioned in the interview that has been on the podcast:

• G Jerry Truglia
• Dave Wagner

In attendance who has been on the podcast:

• Greg Buckley
• Jerry Holcom
• John Burkhauser
• Chris Cloutier
• Gary Keyes
• Keith Katz

Be socially involved and in touch with the show:
Facebook   Twitter   Linked In   Email

This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com

Gary Keyes is the owner of E & M Motors Auto Service in Stuart, Florida.

Started at a service station. (remember them?)
Gary started as a tech, right out of high school back in the service station days in Miami. He also worked in a Toyota dealership for 10 years and decided he was smart enough to open a shop himself. He says he is still learning.

Networking.
Through the value of networking, as a member of ASA, he found and purchased E & M motors.  He tells the story. Networking with peers, he says, is one of the most powerful benefits of association membership. It paid off again when he hired a tech from up north who wanted to move to Florida; he tells the story of how that happened.

Trustee for AMi.
He’s also a trustee of AMi. Gary recently received his AMAM (Accredited Master Automotive Manager) certification. As a major commitment to his technician training he will close his shop during Vision High Tech training and expo, a show in Kansas City. He says the benefits of a year’s worth of high quality training at one time is a huge benefit.

Gary Keyes is an ASE Certified Master Technician Since 1978.

Here are a few questions asked of Gary Keyes:

How many customers schedule online?

Future plans. What about succession planning?

Who owns the vehicle data in the age of telematics and the connected car?

Gary has given a strong commitment to the industry:

• Member of the Board of Directors for ASA Florida- Automotive Service Association of Florida
• Past President of ASA – Automotive Service Association Miami Dade Chapter
• Past President of ASA Treasure Coast Florida chapter 2000-2004
• General Director of the Automotive Service Association -ASA national 2011-2015
• Member of the Board of Trustees for AMi – Automotive Management Institute
• Member of Federated Car Care Advisory council
• Serve on the Automotive Technology Advisory committees for both Indian River State College and Martin County High schools.

Business Overview

Link to E & M Motors here.    Link to AMi here.    Link to ASA here.

Be socaily involved and in touch with the show:
Facebook   Twitter   Linked In   Phone 716-320-1567   Email

This episode is brought to you by Federal-Mogul Motorparts and Garage Gurus. With brands like Moog, Felpro, Wagner Brake, Champion, Sealed Power, FP Diesel and more, they’re the parts techs trust.  For serious technical training and support – online, onsite and on-demand – Garage Gurus is everything you need to know. Find out more at fmmotorparts.com  and fmgaragegurus.com