ACtion Magazine - September/October 2012 - (Page 6)

Outlook Andy Fiffick MACS Chairman Four Words Mobile Air Conditioning Society Worldwide (MACS) Andrew Fiffick Chairman & CEO chairman-macs@macsw.org Elvis Hoffpauir President & Editor-In-Chief elvis@macsw.org Jim Taylor Editor jt@macsw.org Marion Posen VP Sales & Marketing marion@macsw.org Laina Casey Graphics & Design Manager mcasey@macsw.org Corporate Offices Mail To: P.O. Box 88, Lansdale, PA 19446 Ship To: 225 S. Broad St., Lansdale, PA 19446 Phone: (215) 631-7020 Fax: (215) 631-7017 E-mail: membership@macsw.org don’t know about your area, but here in Northeast Ohio the automotive repair industry is in a state of confusion. I don’t know what to think of our larger competitors and their thinking. In a nut shell, they are giving away their services, their value and their knowledge for free. What’s worse: they are tarnishing our industry with each passing day. One national chain is actually offering nearly everything for free in our market. Buy one tire and get one free. Free brake pads, alignment checks, A/C inspections, free LOF, wheel balancing, tire rotations, brake inspections, DTC checks and the list goes on. This has ignited an advertising war, and now the local chains and shops are jumping to also offer free services just to keep their bays full. One local chain sent out a direct mail piece with nine different “free” offers. Others are following in the same path. I can imagine what the public thinks about our industry. At best, I believe they are thinking: 1. That shop must be in trouble if they are desperate enough to give away their services for free. 2. Heck, vehicles must be easy to fix if anyone can do it for free! 3.What a bunch of morons! Do they believe I think I can really get something for free? How degrading! Of course nothing is for free, and the offers come with a long list of conditions and requirements. Once the consumers figure out there is really no deal at all they are angry and begin to believe our industry is corrupt and dishonest; a black eye for us all. Furthermore, they devalue our industry and degrade our creditability. Shame on the shops, owners and managers out there that rely on these tactics to increase sales. In my own organization, we have been seeking new technicians for several of our shops and you would not believe the horror stories we hear during the interview process. From national chains, local chains and new car dealerships, our interviewees have told us they are under increasing pressure to sell repairs, maintenance and services the clients really do not need just to meet quotas and take home a decent pay. They are embarrassed to work at the facilities and are seeking honest jobs with a fair wage! Many shops require quotas each week. They need to sell or recommend a certain number of LOF changes, transmission services, brake jobs, cooling system services, alignments, oil system flushes, P/S or brake flushes, and more. The quotas must be met regardless of how many appointments are scheduled or what year/make/ model or condition of vehicle comes into the shop. Additionally, the average sales order must also meet a minimum requirement. The entire operations staff is paid on commissions and special incentive plans from top to bottom. This practice breeds an unhealthy environment and makes honest and trustworthy people adjust their moral compass just so they do not get written up, demoted, fired or take home a less-than-decent paycheck. The worst part of this is the owners and operators knowingly enact and enforce these practices just so they can line their own pockets at the expense of consumers and employees. Maybe I live in the dark ages, but we still believe in serving the client and taking care of them and their vehicle’s needs as if they were family. We operate our shops more like Goober in the old TV show “Mayberry RFD.” Goober went out of his way to help you, save you money and would never sell you something you don’t need. Goober operated his fictional shop with strict values of honesty, integrity and professionalism; a lesson for us all. Our business plan has been developed to follow these four words: honesty, integrity, morality and professionalism. Because of this, our business has grown nicely 6 ACTION • September/October 2012 continued on page 8 I September/October 2012 Volume 12, Number 6 ACTION magazine is published eight times per year by the Mobile Air Conditioning Society (MACS) Worldwide, 225 S. Broad Street, Lansdale, PA 19446. While MACS Worldwide takes reasonable steps to make sure that the information reported in ACTION is accurate, errors can still occur. The accuracy of all information contained in ACTION should therefore be independently evaluated by the reader. Since conditions of its use are outside of the control of MACS Worldwide, MACS Worldwide assumes no liability for the use of such information or any damages incurred through its use or application. Nothing contained in such information is to be construed as contractual or provide some form of warranty on the part of MACS Worldwide. The opinions expressed in guest editorials are not necessarily endorsed by MACS Worldwide. MACS Worldwide is not responsible for any claims made in or by advertisements or press releases published in ACTION. All company names, products and product names, emblems, logos, images, trademarks, service marks and trade dress appearing in this magazine are the property of their respective owners and are protected under federal laws of the United States and international agreements. Unauthorized use is prohibited. The ACTION logo and MACS globe emblem are property of MACS Worldwide. Reproduction of contents without permission is prohibited. Send requests for permission to copy or reprint to Editor@macsw.org or to ACTION Magazine, Box 88, Lansdale, PA 19446. Non-member subscription rates: one year (seven issues) – U.S. $25; Canada/Mexico $40; international surface $45; international air $55. Send subscription mail, including address changes, to ACTION, P.O. Box 88, Lansdale, PA 19446 or editor@macsw.org. For advertising information contact Marion Posen: marion@ macsw.org or 215-631-7020 x304. H.G. Roebuck & Son, Inc. 4987 Mercantile Road Baltimore, MD 21236 ISBN 1949-3436 2004-12 IAMA Awards Winner

Table of Contents for the Digital Edition of ACtion Magazine - September/October 2012

ACtion Magazine - September/October 2012
Table of Contents
Outlook
In Bin
Expansion Valve
Leonard’s Law
Under The Southern Cross
Cooling Corner
Virtual View
News & Updates
Got Diesel?
Shutter Up!
Association News
Quick Check
New Products & Services
Last Watch
2013 Training Event Program

ACtion Magazine - September/October 2012