January/February 2014 - AASP-PA

Transcription

Pennsylvania Automotive & Insider News
AUTOMOTIVE
www.aasp-pa.org
January / February 2014
PartsTrader: Coming Soon?
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The Changing Face of the
Parts Industry: Part 2
Alliance of Automotive Service Providers of Pennsylvania
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Pennsylvania Automotive & Insider News | JANUARY / FEBRUARY 2014
January / February 2014
AUTOMOTIVE
Pennsylvania Automotive & Insider News
AASP-PA CHAPTER & MEMBER NEWS
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Welcome New Members
Upcoming Dates to Remember
Invitation to Quarterly Meetings
TechTrain 2014
Lift for Sale
Emissions Inspector Certification
Emissions Inspector Re-Certification
FEATURES
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AASP-PA Year in Review
How AASP-PA Came To Be: A History Lesson
More on PartsTrader
The Changing Face of the Parts Industry: Part Two
The 7 Most Common Marketing Mistakes
First Aid in Your Shop
R2R Victory
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Presidents Report - Intangible Benefits
AASP-PA Status Report
Legislative Update
Training Report - TechTrain Rides Again - March 21-23, 2014
Collision Division - CSI is More Than a Dusty Plaque on the Wall
Mechanical Division - Right to Repair
Towing Division
App of the Month - ALLDATA Mobile
IN EVERY ISSUE
President
Dave Bausinger
DAVE’S PRO AUTO
124 South Market Street
South Williamsport, PA 17702
(570) 320-0030
(570) 320-0031 (fax)
[email protected]
Collision Division Director
Greg McVicker
BUDD BAER, INC.
88 Murtland Avenue
Washington, PA 15301
(724) 914-6624
(724) 914-6628 (fax)
[email protected]
Vice President
Dave Mowery
NEIL’S GARAGE
218 East Main Street
Middleburg, PA 17842
(570) 837-2200
(570) 837-1866 (fax)
[email protected]
Towing Division Director
Don Wolbert, Jr.
WOLBERT AUTO BODY & REPAIR
47 East Crafton Avenue
Pittsburgh, PA 15205
(412) 922-8998
(412) 922-8021 (fax)
Secretary
Allen Wetzel
WAYNE WETZEL & SON
595 South High Street
Selinsgrove, PA 17870
(570) 374-9621
(570) 374-6849 (fax)
[email protected]
Treasurer
Corey Whisler
BLUE MOUNTAIN CAR CARE
198 Newville Road
Newburg, PA 17240
(717) 423-6933
(717) 423-0127 (fax)
[email protected]
Mechanical Division Director
POSITION VACANT
Executive Director, AASP-PA
Jeff Walter
2151 Greenwood Street
Harrisburg, PA 17104
(717) 564-8400
(717) 564-5215 (fax)
[email protected]
National Delegate
Ken Lenhart
LENHART’S SERVICE CENTER
11540 Route 30
North Huntingdon, PA 15642
(724) 863-4000
[email protected]
Alternate National Delegate
Greg McVicker
BUDD BAER, INC.
88 Murtland Avenue
Washington, PA 15301
(724) 914-6624
(724) 914-6628 (fax)
[email protected]
The Official Publication of the
Alliance of Automotive Service
Providers of Pennsylvania
2151 Greenwood Street • Harrisburg, PA 17104
www.aasp-pa.org
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AASP-PA is proud to announce a new partnership with the world’s #1 Lubricants
supplier, Shell Oil Company. This partnership will allow AASP-PA members access
to the full Shell product portfolio. In addition to great prices, members can also
enjoy access to Shell’s marketing programs and
promotions which include:
• Free point of sale merchandise (including window
stickers and floor mats).
• Free enrollment of customers into the Quaker State
10-year/300,000 mile engine warranty.
• Frequent consumer promotions to increase customer
retention and loyalty.
• Consumer Rebates to encourage customers to up-grade to premium products (higher mileage
oil, synthetic blend and full synthetic) which improve oil change profitability for AASP-PA
members.
• Shell Ecobox - Innovative new packaging designed to reduce the number of quart bottles needed
to be stocked in member locations.
For more
information
on the oil program,
please contact the
AASP-PA Office at
717-564-8400
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Presidents Report
Intangible Benefits
Dave Bausinger
President
If you are like me, you belong to many different associations and community groups that offer
you some kind of benefit. It may be to make contacts with other business people, to help out
with a cause or charity that you feel strongly about, or it may just be that you belong for social
reasons, but you have reasons for belonging to the groups and associations you choose. Unlike
many of these groups, AASP gives you information specific to your type of business, auto
repair and service, along with other ancillary services. Some of the benefits you get from being
a member of any of these groups are intangible benefits, something you can’t find in a book or
on the web. You simply have to be there and be involved with that group to get those benefits.
AASP is one of those groups that I have found has benefits far beyond what are advertised.
Your State Association offers many benefits for you to use at any given time. Maybe you only
use one, but some members use many of the benefits that we offer. I myself use several of them
to help run and continue to grow my business. However, the number one benefit I get from
this association is the networking that happens at chapter meetings or at the quarterly delegate
meetings. Yes, I learn something about how our industry is changing or what is happening on
the state level in Harrisburg, which I appreciate a lot, but I find out more and more about what
other shops are doing that helps them run their business on a day to day basis. I find more
information that helps me to run my shop more efficiently or more economically.
How many times have you been eating at your chapter meeting or at the delegates meeting and
you hear about what someone started doing in their shop that has brought in more customers?
Or maybe they have a problem with a vehicle, and you talk about what fixed it? All of a sudden,
next week you get a vehicle with the same problem and you remember John had a solution.
You don’t remember what he said was wrong with the car, but you can call John and ask him
what he found as the problem. John explains what his shop had to do to fix the vehicle. Yes,
there are computer programs that can give you some of this information, but they don’t always
have the answer to your problem. No matter how hard you look, you can’t find the answer, but
a simple phone call to John helped you solve a problem you may have been spending several
hours trying to find a solution for. This is one benefit that you can’t assign a value to, and it
makes my membership in this association priceless.
I have developed many friendships around the state which have helped me grow my business,
as well as my personal outlook on life in general. Knowing that other people in the automotive
industry have the same issues and problems that I do and are willing to help me solve those
problems, or at least give me a listening ear, is something I appreciate more than any of the
other benefits we offer.
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AASP-PA Status Report
Jeff Walter
Executive Director
I’m very happy to report that after 9 years, we have our rental space occupied. This has taken
many months to get accomplished, but as I write this, we’re in the home stretch. We had to
do some renovations to make the space suitable for the new tenants and they were somewhat
extensive. The good news is as the price of the renovations were going up, so was the rental
price and after 9 months those renovations will be totally paid for and from then on the
association will benefit greatly from this added income. I’ve been informed by the principles
of this 3 billion dollar a year company that once they get into a place, their history is to stay a
long time. They’ve been in places 15 years already and that’s great news for us!
Your association staff has been busy since the last quarterly meeting. We finalized the Tech
Train weekend and have secured some great instructors! This year we will have two keynote
addresses. We will have one on Saturday morning and one on Sunday morning. So something
different this year and both are dynamic speakers. The mailings went out the beginning of
January and email reminders are going out every 2 weeks. You can pay online for Tech Train
at our new online store through our website.
Amanda has been working hard on the website and we are pleased to have completed the AVI
On-Demand training benefit that you can access through the members only page. Members
receive an instant 10% discount on all AVI’s products and with proof of purchase we’ll give
you an additional 5% rebate of your purchase price to discount your next year’s dues. AVI is
working to make sure all of the specials they have throughout the year are available through
our AASP-PA training portal. This is a great benefit with one of the top suppliers of training in
the country, so please use it to save yourself some money.
Also through our website, we have an online store to purchase AASP-PA merchandise, and new
memberships can also be purchased online. We’re working on being able to offer membership
renewals next. Any questions, call the office and ask for Amanda.
Talking about membership renewals, when you got your invoice for the renewal, hopefully
you noticed the many ways to pay. As always, the paid in full check always works, but we do
ACH from your checking account quarterly and we have 2 options for paying by credit card.
We are working on becoming more electronic in our communications with our members, but
I always have this fear that someday you might look at your incoming AASP-PA email heading
and just delete it along with the thousands of junk emails we all get every day.
Let me tell you what we send. We send information multiple times on upcoming events,
important information for your business, legislative call to action news, and helpful articles
from our benefit partners.
So please don’t ignore our emails and at least open them to see if it pertains to you.
It’s been exciting to work with everyone and 2014 is shaping up to be one of many great
opportunities and I’m sure some big challenges, but overall I think it will be a great year for
AASP-PA.
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legislative Report
With the New Year comes the second part of the two year Pennsylvania legislative session. In
some ways, things will continue to look and work like they did last year in the halls of the State
Capitol, but in the big picture, there will be entirely different dynamics at work.
This year Pennsylvania voters will elect a Governor, 25 state Senators and 203 House members.
The state’s Congressional seats will also be on the ballot. That reality with be the determinant
of what issues the General Assembly does or doesn’t take up in the coming months.
John Kulik
PA State Lobbyist,
AASP-PA
Last year’s legislation season ended with a dramatic win for Governor Corbett as the
transportation funding bill was passed and signed into law.
Discussions are now taking place among legislative leaders to ascertain whether agreement is
possible on phasing out the state store system and reforming government employee pension
funds.
The biggest challenge will be the passing of the state budget. Budget analysts are
already projecting a deficit of over a billion dollars that will have to be addressed by either cuts
or tax increases.
It is unclear as of this writing as to what issues may arise that would affect AASP-PA members. Certainly, we are continuing to be vigilant for any surfacing of the auto emissions inspection
issue.
We have begun to focus on the garageman’s lien issue and putting together positions for actions
to benefit the collision industry.
Last year, ASAP-PA members demonstrated the effectiveness of grassroots activity in fighting
the changes to the inspection program. The challenge is to build on that energy and experience
to not only oppose bills but to advance legislation that helps the industry. This is the ongoing
mission of your association.
Do you Want to know
what’s happening in your
association right away?
Sign up for our emails!
Contact Amanda Henry at (717) 564-8400
or email her at [email protected]
and share your email address with her.
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Check out our website at:
www.aasp-pa.org
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training report
TechTrain Rides Again—March 21-23, 2014
Peggy Doubrava
Training Director
Our annual training weekend geared towards automotive shop owners and their employees is
just around the corner. TechTrain 2014, held at the newly renovated Holiday Inn in Grantville
PA, offers a weekend of top notch seminars from national industry trainers. This year TechTrain
offers eight management seminars, six mechanical seminars, four buffet meals, plus Saturday
night entertainment…all for one low price. Hop on board to give your business the tools to
thrive!!
All reservations and payments are due by March 12.
Early Bird Registration by February 18 to save $50.
Special room rate of $93 until February 18.
**Saturday Breakfast Keynote Speaker— Ross McArthur of Net Driven will present “The Digital
Showroom – Evolution of the Automotive Service Industry”. Give your business the technical
edge it needs to obtain new customers and retain existing ones, from the most trusted provider
of digital marketing strategies designed exclusively for the automotive industry.
**Sunday Breakfast Keynote Speaker—Richard Flint, a world renowned personal development
coach presents “Recharging the Human Spirit”. Richard will outline the steps towards recharging
your inner battery, which will then increase productivity in your business and strengthen
employee morale. AASP-PA is more than proud to have Richard at this year’s event!!
**Saturday Evening Entertainment—Dinner includes a fun filled “Casino Night”.
**Member Only Benefit—AASP-PA members have the option to register for Saturday or Sunday
ONLY.
**Family Friendly Weekend—Our registration form has a special section for reserving meals
for non-attendees. Spouses, children and guests are welcome and will enjoy the Holiday Inn’s
spacious pool atrium.
2013 TechTrain Attendees…
“Excellent. Best money ever spent.”
“Dynamic presentation. Time well spent.”
“Gave me the shot in the arm I needed.”
“Meals were excellent.”
“Information that you can put to use.”
“Great info. Good people. If you’re in PA you should be here in March.”
The TechTrain brochure is included in this issue beginning on page 16.
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Collision Director
CSI is More Than a Dusty Plaque on the Wall
Each month the collision repair industry spends a fortune on customer service data. From
online surveys to follow up phone scripts, customers provide a treasure trove of feedback and
ideas about our businesses. The question is what do we do with it?
Greg McVicker
Collision Division
Director
Much of the existing CSI data comes from the programs formed out of necessity to appease
our insurance industry relationships. I have heard many a shop operator complain about the
hoops they jump through to stay “in compliance” with CSI metrics put in place by insurance
companies.
We are starting to see a shift thanks to social media and more advanced claim platforms to a
more open model of CSI that allows for third party CSI data to be used as well.
Regardless of where the information is coming from, we have to utilize this valuable resource
as a guide post in our business strategy. Instead of viewing CSI data as a compliance issue, we
need to envelop the information into our business strategy.
Unless you have been locked in the paint booth for the last five years, you know that today’s
consumer is using social media as a primary tool to decide where to do business. Especially
in a service industry such as ours, finding a way to listen to shifts in customer demand is a
powerful competitive advantage. The good news is many of us are already collecting the data,
now we have to find ways to more effectively utilize it.
Consider this, when was the last time a customer complained that they had trouble getting to
your shop in time to pick up their car due to their work schedule? Did that feedback spark a
conversation about your hours of operation and appropriate staffing at peak times? Or did it
get filed away?
If a customer mentions that they had trouble getting update calls because they can’t take calls
at work, would that spark a conversation with your information providers about text and
email updates?
Obviously not every customer request or comment is financially or operationally possible,
but the lesson here is that those comments need to be seriously reviewed on a regular basis
in order to make sure that you are making it as easy as possible for your customers to do
business with you. I challenge all of you to schedule a regular review of your CSI data with
your staff and challenge yourself to find ways to make that feedback part of your strategy
moving forward.
If you have any thoughts or comments, feel free to email me at [email protected].
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Mechanical division
VACANT
If you would like
more information
on how to become
the Mechanical
Division Director,
please contact Dave
Bausinger at (570)
320-0030
Mechanical Division continued on page 26...
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Towing Division
Don Wolbert, Jr.
Towing Division
Director
Hello, my fellow AASP-PA members. My name is Don Wolbert Jr. I was asked to be the new
Towing Division Director for the association. I wanted to take this time to introduce myself
to everyone. My family owns Wolbert Auto Body and Repair. We have been in business for
over 40 years in a suburb called Crafton located right outside the city of Pittsburgh. We belong
to Chapter 11 of the association. I have been working for my family for about 10 years now.
I started working for them when I graduated from Robert Morris University with a business
degree. My position in our shop is shop manager along with running our tow truck for the
last five years. I am WreckMaster certified in level 2/3 which has taught me many techniques
to use in the field.
Now that you know a little bit about my background on how I got into this field, I want you to
know that I am honored to have been asked to be the association’s Towing Division Director. I
want to help keep everyone informed of what is going on in our industry, along with keeping
us very professional. I would like for us to be seen in a more professional light and status
than how the public perceives us as tow truck operators. So I look to you fellow members for
any ideas or concerns you see in our field that need to be addressed. I will work hard to keep
up with the changes in our industry and keep you all informed. That way we can keep our
businesses running in the world of tow truck operators. Thank you for this opportunity and
if you have any questions or want me to look into any particular issues, you can email me at
[email protected]
Don Wolbert Jr AASP-PA Towing Director
Your customers trust you to provide, fair, honest and
high quality serivce. You need a payments processor
who provides the same. Heartland Payment Systems
can process your transactions quickly, efficiently and
cost-effectively. So you can concentrate on what’s
most important - your business.
Card Processing I Payroll Services
Call Chad Preuss at 402.502.1514
or email [email protected]
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APP of the MONTH
ALLDATA Mobile
ALLDATA Mobile provides a new way to access repair information. Users can navigate through an easy-to-use
information grid and connect to a vehicle through the OBDII port using approved hardware.
Benefits:
• Zoom in to view diagrams and schematics (including wiring diagrams) like never before.
• Eliminate computer sharing and working from printed articles.
• Auto-populate the VIN then go straight to specific ALLDATA repair information.
• Read standard P-Codes from the vehicle then link to the ALLDATA diagnostic article.
• Store P-Codes tied to the vehicle’s VIN to maintain an accurate vehicle history.
Please note that you must be a subscriber of ALLDATA Repair S3000, ALLDATA Repair, ALLDATA Collision S3500
and/or ALLDATA Collision in order to use this app. For more information, please visit their website at
support.alldata.com/alldata-mobile Please also note that this app is not available on smartphones, only tablets (ie. iPad,
Android Galaxy Tab II, etc.)
If you have a suggestion for a future App of the Month,
please contact Amanda Henry at [email protected] or by calling (717) 564-8400.
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Upcoming Dates to
Remember
AASP-PA Board Meeting
February 7
AASP-PA Office, Harrisburg
AASP-PA Delegate Meeting
February 8
Holiday Inn, Grantville
2014 TechTrain
March 21-23
Holiday Inn, Grantville
AASP-PA Annual Board Meeting
May 16
AASP-PA Office, Harrisburg
AASP-PA Annual Delegate Meeting
May 17
Radisson Penn Harris Hotel
Pittsburgh Pirates Game
August 9
PNC Park, Pittsburgh
September 12 AASP-PA Office, Harrisburg
September 13 Radisson Penn Harris Hotel, Camp Hill
November 14 AASP-PA Office, Harrisburg
November 15 Holiday Inn, Grantville
Welcome New Members
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NE
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Lorie Minnich
E WHEEL C
W 2014 ONLIN
Ultimate Auto Body of York
Dover
ATALOG!
By Amanda Henry
A lot can happen in a year’s time. That saying holds true
for AASP-PA too.
An era ended when Jerry Schantz retired this past fall. And
in the process we received a new executive director, one
who has been a part of the automotive industry and AASPPA for years, Jeff Walter. Other staff changes included the
return of Pam Thomas, who is now our part-time secretary.
We also said goodbye to Carrie Weber and Ken Seal, both
field directors for the state. And Randy Sterner was named
the field director for the state.
Other changes were made to the office and our operations.
We began utilizing our members’ email address on file and
began sending most communication electronically. Not
only has that added a cost-savings to the association, but
it has also enhanced the speed in which members receive
important information and updates. We have created an
online store for members to purchase all of their AASPPA materials, including inspection signs, posters, and
shirts. And lastly, we
have at long-last rented
the vacant office space
in the building. The
new occupants will be
moving into the space
within the next few
months.
trainings/classes purchased. Additionally, upon sending
proof of payment for an AVI class to AASP-PA, you will
receive a 5% discount on the following year’s membership
dues. And new this year, we are offering a multitude of
payment options for your membership dues. As always,
you can pay your dues up front or you can pay them on
a quarterly basis with automatic deduction from your
checking account. However, you can now also pay your
membership dues on a monthly basis with a credit card.
We have a lot planned for the new year as well. TechTrain
is scheduled for March 21-23 this year and will be held at
Holiday Inn in Grantville, PA. More information can be
found in this issue and on our website. You can also register
online this year at our online store! We have also begun
scheduling our warmer weather events, including the
Pirates and Phillies baseball games, clay shoots, and other
social events. Check your email for news on these events
as well as important information about the association and
your industry as a whole.
We were also able to celebrate a great victory when the
emissions bill fell. This was in large part due to the force of
our members contacting their legislators to the point that
we were asked to stop contacting them!
New member benefits were also offered this year. FlexPay
Plus is an instant credit payment solution for your
customers. No credit is needed and approvals are instant,
helping your customers get back on the road. Duncan
Financial Group now offers our members a 401K program.
DFG representatives have the knowledge and experience
to create a plan that’s
right for you and your
employees. We were
also proud to announce
the partnership with
AVI.
AVI offers
online training and are
providing our members
a 10% discount on all
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Alliance of Automotive Service Providers-Pennsylvania Annual
TECHTRAIN
MARCH 21 - 23, 2014
HOLIDAY INN
GRANTVILLE, PA
For Automotive Shop Owners
& Their Employees
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2014 TECHTRAIN K
EYNOTE
SPEAKERS
The Digital Showroom - Evolution of the Automotive Service Industry
Ross McArthur
Saturday 7:30 a.m. - 8:30 a.m.
Twenty years ago consumers shopping for auto repair followed a very different shopping process than they do today.
Previous generations used the phone book and called shops asking about prices and product features. Today, customers are
being educated about automotive related purchases online as opposed to in your showroom. This shift requires your business
to adapt to get new customers and retain existing ones.
About Ross McArthur:
Ross McArthur works at helping independent automotive businesses thrive! He is Net Driven’s Director of Sales - North America.
Mr. McArthur has worked for fortune 500 companies including Michelin as a corporate sales partner where he was responsible for
industry education, driving sales and was a recipient of the “Polaris” award. Additionally, Mr. McArthur has worked for the Target Corporation on their marketing team
and brings a combination of automotive and technical expertise to the industry. Ross earned a Bachelor of Science in Business Administration from Central Michigan
University and currently resides in Scranton, PA.
About Net Driven:
Net Driven® is the most trusted provider of digital marketing strategies designed exclusively for the automotive industry. Their mission is to help independent automotive
businesses thrive!
The Net Driven proprietary 3-step solution combines:
• High-performing websites to drive more leads.
• Industry-proven Internet marketing tactics to drive more visitors.
• Consulting, support, and analytics to drive more sales.
They build better brand experiences for their dealers so they can connect with more customers.
As an industry leader, Net Driven® delivers the highest return on investment by helping dealers compete and succeed against the competition.
Recharging the Human Spirit - Richard Flint
Sunday 7:30 a.m. - 8:30 a.m.
In today’s marketplace, one of the most challenging issues organizations are facing is the weakening of people’s morale. Like
a battery, people’s spirit needs to be recharged routinely for them to be effective.
The result of recharging the human spirit is emotional calmness and people connected in a united spirit through a common
agenda. This results in an organization that is prepared to do business, not just produce a product.
Don’t be mistaken, this is not motivational hype. Richard teaches organizations how to regain its internal strength, productivity and ability to deliver
quality with all it does. During these tough economic times it is important to recognize the purpose of “spirit,” break down the mistakes that people make
that cause them to lose control of their life, and identify what factors are weakening morale and how to rebuild it.
About Richard Flint:
As one of America’s top personal development speakers and coaches, Richard has been successfully mentoring and quietly helping professional organizations, businesses
DQGLQGLYLGXDOVLQFOXGLQJ'XSRQW6RQLF1$'$33*,QGXVWULHV$$$0RWRU&OXEDQG%$6)$XWRPRWLYH5H¿QLVK*URXSIRURYHU\HDUV
Considered a well-guarded secret by companies and organizations due to his results, Richard Flint motivates, inspires, teaches and helps people and companies
metamorphosize into their ‘Power To Be’, so they can Do or Have anything they want.
With his decade’s long professional experience in counseling and teaching at the University level, he knows business organizations are made of individuals. He has
the unique ability to ‘see’ and then train each person to perform to their strengths, while each one synergistically creates the momentum for the group to move forward.
Many entrepreneurs, individuals and organizations have found his individual coaching exactly what they needed to propel them to the next level, both personally and
professionally.
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2014 TECHTRAIN M
ANAGEMENT
SEMINARS
The Accountability Factor - Rick White
6DWXUGD\DPQRRQ The stress level of shop owners and mangers is at an all-time high. Pressure from customers, vendors and employees are just a few of
the stressors affecting owners on a daily basis. In this class we will deal with THE number one cause of stress - an overall lack of
accountability. In an easy to follow step-by-step format we will show shop owners and managers how to eliminate this business killing
disease once and for all creating an increase in sales as well as a pleasant work environment for all.
Best Practices on How to Connect to Today’s Consumers - Ross McArthur
6DWXUGD\DPQRRQ There is a huge shift in consumer shopping behavior. This means that you need to think differently about your website and the data it
provides. Just like in years past, the business that provides the consumer with an education is likely to be the business that the consumer
buys from. Various studies indicate that online consumers are looking for the following information online: consumer reviews, detailed
description of the service, manufacturer rebates, product/service images, warranty data, and product/service comparisons. Are you getting
found by these consumers and is your website providing that information? Is every aspect of your business— auto repairs, tires, and used
cars—accurately represented on your website?
+RZWR%XLOGD3ODQWR+LW<RXU*URVV3UR¿W:LQ1XPEHUBryan Stasch
6DWXUGD\DPQRRQ This seminar will walk you through a simple plan to get your shop to win! Most owners focus their shop on breaking even or just paying
WKHELOOVVRWKH\GRMXVWWKDW%U\DQZRUNVZLWKWKRXVDQGVRIVKRSRZQHUVHYHU\\HDUDQGKHOSVWKHPUHDFKWKHLU¿QDQFLDODQGSHUVRQDOJRDOV
DOOE\EXLOGLQJWKHULJKWSODQIRUWKHLUVKRS%ULQJ\RXU3/VWDWHPHQWRUDWOHDVWNQRZ\RXUDQQXDOH[SHQVHVDSHQFLODQG\RXUWKLQNLQJ
cap and be prepared to look at your shop in a way you never have before.
The Customer Connection - Rick White
6DWXUGD\SPSP Every shop has a handful of “raving fans.” Why aren’t there more? The goal of every business should be to create and KEEP happy
customers. Unfortunately, the customer experience often gets lost in the day to day transactions that make up the running of our business.
You tend to focus on daily cash outs, invoices, receivables, payables, and probably employee payroll. We will explore the value of a single
happy customer and provide tools to help you service, keep and duplicate your very best customers.
The value of a single happy customer goes far beyond the dollars that they will spend this year. This class helps shop owners, managers
and service advisors understand the true value of exceeding customers’ expectations and will provide a roadmap for consistently creating
“raving fans!”
How to Get your Employees to Perform to the Level you Expect - Bryan Stasch
6DWXUGD\SPSP This seminar will give you the road map to help reduce the stress that comes along with managing and motivating employees. Get more
production from your people and free up your time to do the things you love to do in your shop!
Wanted! Leaders that Lead! - Richard Flint
6XQGD\DPQRRQ The role of a Leader is to lead! As simple as that sounds, it is not something that happens just because someone is in a leadership position.
Researched and written by request for a Leadership Forum, WANTED: Leaders that Lead! is a compelling and instructive look at the NEW
role of Leadership in today’s transitional and temperamental market.
The simple truth is, anytime a marketplace goes through a shift, it will expose strength and weakness of organizational leadership.
A company, at its core, is not stronger than the leaders it has and today, leadership has a new role and a new face it must wear.
Look for Richard’s proven techniques and priceless information including:
• 5HPRYLQJWKH723URDGEORFNVWKDWSUHYHQWOHDGHUVIURPEHLQJVXFFHVVIXO
• ,QWHUSUHWLQJWKHUHGH¿QLWLRQRILeader, Leadership, and Company.
• %UHDNLQJGRZQWKHVHFUHW³PXVWKDYHV´IRUEHLQJDQHIIHFWLYHOHDGHU
• Examining the 5 support beams that connect Leaders to their people.
• Identifying the mind-blowing insights into working with the 3 personality types leaders are confronted with daily.
How to Increase Sales at the Front Counter - Chris Frederick, Jr.
6XQGD\DPQRRQ This seminar will give you and your service manager some simple and easy ways to increase the amount of jobs your customers will want
to buy. CJ Frederick gets the opportunity to work with thousands of shops every year and learn what they do to increase their average repair
order while maintaining customer satisfaction. The basis of the class will be best practices in educating customers on the value of services
while maintaining the honesty and integrity of the shop.
How to Get More Customers to Walk through your Door - Chris Frederick, Jr.
6XQGD\SPSP This seminar will discuss current best practices in increasing car count through effective marketing. Word of mouth marketing is still a
great asset to grow a shop; however, word of mouth marketing has changed. Learn how to use the word of mouth marketing of the past
through new channels to continue to grow your customer base.
18
18
2014 TECHTRAIN M
ECHANICAL
SEMINARS
Honda Driveability Diagnosis - Dan Marinucci
6DWXUGD\DPSP Sure, Honda EFI looks nice and simple - until it stings you with strange symptoms and self-diagnostics that don’t always give you the
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ZKHUHWRORRNDQGZKDWWRWHVW¿UVW
Diagnostic Strategies on Broken Down Cars - Symptom to System Based Diagnostics - Bill Fulton
6DWXUGD\DPQRRQ Using all diagnostic equipment this seminar will cover: Scan tool, DVOM, DSO, Amp probe, standard light test, pressure transducer,
schematics, and ignition scope. The discussion will include case studies on real world problem vehicles, schematic based electrical testing,
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Electrical Trouble-Shooting 101 & Schematic Based Diagnostics-Real World Diagnostics by a Real World Technician - Bill Fulton
6DWXUGD\SPSP This seminar includes understanding the why, when and where of the three types of voltage checks - open circuit voltage checks, dynamic
voltage checks and voltage drop tests; functional testing using all of the DVOM functions; using OHMS law in real world applications;
parasitic draw testing on computer controlled systems; reading, understanding and signal tracing electrical schematics; current ramping
loaded circuits using the amp probe with your DVOM; power probe functional testing; starting and charging circuit testing strategies;
computer controlled alternator testing; PCM ground circuit loading strategies; diode testing principals - hands on OHM’s law exercises; and
transistor biasing strategies.
Gasoline Direct Injection - John Gillespie
6DWXUGD\SPSP *DVROLQH'LUHFW,QMHFWLRQ*',V\VWHPVDUHEHFRPLQJFRPPRQSODFHRQODWHPRGHOFDUVDQGOLJKWWUXFNV7KLVYDULDWLRQRIIXHOLQMHFWLRQ
GHOLYHUVWKHIXHOFKDUJHGLUHFWO\LQWRWKHFRPEXVWLRQFKDPEHUPXFKOLNHDGLHVHOXVLQJFRPPRQUDLOV\VWHPV7KHSRWHQWLDOEHQH¿WVRI*',
DUHLQFUHDVHGIXHOHI¿FLHQF\DQGSRZHU2IFRXUVHWKH*',IXHOFRQWUROVWUDWHJLHVDUHGLIIHUHQWWKDQQRUPDO03),V\VWHPVDQGPDLQWHQDQFH
opportunities present new challenges to the aftermarket repair facility. This class will cover these topics which will enable you to effectively
service and maintain GDI systems found on GM, Toyota, Isuzu, Mitsubishi, VW/Audi, Saturn and Mazda’s.
The Mechanics of Modules - Peter Orlando
6XQGD\DPQRRQ This seminar deals with how the vehicle platforms are expanding from mechanical devices to a modern “Windows” mobile using module
and software designs to handle many tasks. This new technology is moving into more and more vehicle systems which will challenge the
software technician. The software technician will need to learn new diagnostic processes for communication logic, Bus diagnostic, and scan
tool communication issues.
Lighting our Future - Peter Orlando
6XQGD\SPSP Friday Registration
SPSP
Saturday Breakfast with Keynote Speaker
7:30 a.m. - 8:30 a.m.
Saturday Morning Seminars
DPQRRQ
Saturday Lunch
1RRQSP
Saturday Afternoon Seminars
SPSP
Saturday Full-Day Seminar
DPSP
Saturday Cocktail Hour
SPSP
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Begins at 7:00 p.m.
Sunday Breakfast with Keynote Speaker
7:30 a.m. - 8:30 a.m.
Sunday Morning Seminars
DPQRRQ
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QRRQSP
Sunday Afternoon Seminars
SPSP
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ROOM RATES
SCHEDULE OF EVENTS
“It’s just a bad headlight, right?” Maybe, but what if you change the bulb and the headlight still doesn’t work? This seminar will deal with
KRZWKH2(0¶VDUHORRNLQJDWPRUHHI¿FLHQWZD\VWRLQFUHDVHIXHOPLOHDJHE\DGDSWLQJPRUHHI¿FLHQWOLJKWV\VWHPV/LJKWLQJV\VWHPVIRU
decades have been controlled by switches and load devices. Current technology has made just changing a simple headlight into a light duty
nightmare for many technicians. This class will discuss methods on how to diagnose and test these lighting systems. We will review:
manual and automatic headlights, High Intensity Discharge HID lighting, daytime running lights DRL’s, Turn and Brake systems and Lamp
Out sensing technologies.
The Holiday Inn is giving our group a room rate of
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&KHFNRXWLVDP7KLVURRPEORFNZLOOEHKHOG
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AASP-PA Event.
19
19
AUTOMOTIVE TECHTRAIN REGISTRATION FORM
MARCH 21-23, 2014
Please use a separate copy of this registration form for each attendee
Name __________________________________________________
Spouse’s Name (if attending) ______________________________
Company Name _________________________________________
Address ____________________________________________
City, State, Zip __________________________________________
Email Address ________________________________________
Phone _________________________________________________
Fax ________________________________________________
Attendee Registration
Non-Attendee Registration
Includes 1-4 seminars, Keynote speakers, 4 meals and Saturday evening entertainment
AASP-PA Member Registration @ $360 each
_______
AASP-PA Member Registration @ $410 each
_______
Non-Member Registration @ $410 each
_______
Non-Member Registration @ $460 each
_______
(if postmarked before February 18, 2014)
(if postmarked after February 18, 2014)
(if postmarked before February 18, 2014)
(if postmarked after February 18, 2014)
AASP-PA Member Saturday or Sunday Only
Sat (includes breakfast with Keynote & Lunch) @ $250
Sun (includes breakfast) @ $230
Spouse, children and guest NOT attending seminars
Saturday Breakfast @ $20 each
_______
Saturday Lunch @ $30 each
_______
Saturday Dinner @ $60 each
_______
Sunday Breakfast @ $20 each
_______
Total Due to AASP-PA: __________
Registrants, will you be attending:
Saturday Breakfast
Saturday Lunch
Saturday Dinner
Sunday Breakfast
_______
_______
☐ Yes
☐ Yes
☐ Yes
☐ Yes
☐ No
☐ No
☐ No
☐ No
Seminar Selections
Please rate, in order (#1 being highest), the class you would like to attend for every session. If your first choice is not available, we will place you in the next available seminar based on your rating.
8:45 AM - 4:30 PM
Saturday Full Day Seminar
Honda Driveability Diagnosis (Dan Marinucci)
________
8:45 AM to 12:00 Noon
Saturday Morning Seminars
Diagnostic Strategies on Broken Cars-Symptom to System Based Diagnostic (Bill Fulton)
The Accountability Factor (Rick White)
Best Practices on How to Connect to Today’s Consumers (Ross McArthur)
How to Build a Plan to Hit your Gross Profit Win Number (Bryan Stasch)
________
________
________
________
1:00 PM to 4:30 PM
Saturday Afternoon Seminars
Electrical Trouble-Shooting 101 & Schematic Based Diagnostics
Real World Diagnostics by a Real World Technician (Bill Fulton)
Gasoline Direct Injection (John Gillespie)
The Customer Connection (Rick White)
How to Get Your Employees to Perform to the Level you Expect (Bryan Stasch)
________
________
________
________
8:45 AM to 12:00 Noon
Sunday Morning Seminars
Wanted! Leaders that Lead! (Richard Flint)
How to Increase Sales at the Front Counter (Chris Frederick, Jr.)
The Mechanics of Modules (Peter Orlando)
________
________
________
1:00 PM to 4:00 PM
Sunday Afternoon Seminars
Lighting our Future (Peter Orlando)
How to Get More Customers to Walk through your Door (Chris Frederick, Jr.)
________
________
All Reservations and Payments are Due by March 12, 2014
Early Bird Registration due by February 18, 2014
•
Fill out completely and return registration and payment to AASP-PA at:
2151 Greenwood Street, Harrisburg, PA 17104, fax to (717) 564-5215, or register online at www.aasp-pa.org
Hotel Information:
Will you be making a reservation at the Holiday Inn?
☐ Yes
Payment Method:
☐ Check (please make check payable to AASP-PA)
☐ Credit Card (please fill out form below)
☐ Visa
☐ Discover
☐ Mastercard
☐ No (Please note: Special Room Rate will be honored until February 18, 2014)
_____________________________________________
Card Number
Print Name as shown on Card: _______________________________________________
______________
Expiration Date
__________
Security Code
Billing Address: __________________________________________________
Signature __________________________________________________________________________________
Cancellation Policy
Full refund will be given, less a $25.00 processing fee, if cancellation is received in writing by March 12, 2014. No refunds will be given after March 12, 2014.
20
20
How AASP-PA Came To Be: A History Lesson
By Amanda Henry
While updating the membership brochure, I was reviewing
the “History of AASP-PA” section. I’m a bit of a “history
geek”. I can’t tell you a lot of random historic facts, but
history does interest me greatly. So I decided to dig deeper
into the history of how AASP-PA came to be.
The further back I went, unfortunately also meant the less
information that was available. This however, is what I was
unable to unearth:
Sixty years ago independent garage owners were on their
own when it came to navigating the industry. Then in 1955,
Ralph James of Oklahoma, along with other independent
garage owners, formed Independent Garage Owners of
America (IGOA). The early goals included educational,
technical and management programs; bonding of shops;
registering of mechanics; safety inspection laws; mechanic’s
lien law group benefits; and liaisons with the government
and other associations within the industry. Later in 1955,
a group of garage owners in Lancaster County affiliated
with IGOA by forming the Independent Garage Owners of
Pennsylvania, Inc. (IGOP). During the early 1960s, IGOP
grew when 15 units (chapters) in the state joined the ranks.
In 1972 IGOP’s name changed to Automotive Service
Councils of Pennsylvania (ASCP) after merging with
the Pennsylvania Auto Body Association (PABA). The
merger established a division for auto body and included
more members and eight more chapters to our growing
association.
unexpectedly in September of 1998, with instructions that
it was to be returned with signatures by November of 1998
or the affiliate state would be expelled from ASA.
The six-page agreement was heavy on legalese that
described ASA’s goal for a “stronger, more-uniform, nationwide association with better fiscal controls. And, a united
voice on important automotive issues.” The “agreement”
also reduced the ability of the affiliate states to provide any
input on any future changes due to the statement “at the
discretion of the national board.”
It seemed, from the “agreement” that national wanted to
take total control over the affiliate states; to the degree
that they would set the agenda in all automotive issues.
Additionally, affiliate states were not to be involved or
aligned with any agency or issue to which national had
In 1986, a consolidation of the industry’s two U.S. leading not given prior approval. Essentially, that meant that if
associations at the time Automotive Service Council, Inc. national would have felt that the Pennsylvania Emissions
(ASC) and Independent Automotive Service Association Bill was not important, ASA/PA would not have been able
(IASA)) led to another name change for our state to fight to have the bill defeated.
association; we would now be known as the Automotive
There were several failed attempts to discuss and question
Service Association of Pennsylvania (ASAP).
the “agreement” with ASA National. It became apparent
that ASA had no intention to clarify, explain or negotiate.
We again changed our name, and this time our affiliation
And after polling ASA/PA members, the state found that
too, on January 1, 1999. This was the result of “irreconcilable
80% of members would not join the national group under
differences” with ASA National. This was due to a
the terms of the new “agreement.”
document in which ASA National had asked the top state
officers from each state to sign and return. This document Being clear that most automotive service issues are set and
became known as the “Agreement.”
regulated at a state, not federal, level, it was important to
our members to be able to argue and lobby for what they
This “agreement” sent to all ASA affiliate states “shocked,
felt was important to them, what would affect them and
amazed and shook members from coast to coast.”
their livelihood, not what national would decide
The “agreement” attempted to change the rules of the
game, bursting upon the industry suddenly and quite
AASP-PA History continued on page 33...
21
More on PartsTrader
By Amanda Henry
When is PartsTrader coming?
PartsTrader has announced that they will be in every
state by the end of 2014. As you can see from their newly
updated map, Pennsylvania is now pending. Meetings have
been scheduled by PartsTrader throughout Pennsylvania
in February, beginning February 10 -11 in Pittsburgh,
February 12 in Northeastern PA, and February 12-13 in
Philadelphia. To register your attendance to one of these
meetings, please visit the PartsTrader website at www.
partstrader.us.com
In a statement made by PartsTrader, “a suppliers order
volume through PartsTrader could move a company into
one of three higher monthly pricing tiers (then the $19/
month plan).” However, dealers that ONLY supply parts
to their wholly owned collision facilities will pay only the
minimum monthly rate, no matter the order volume. The
monthly subscription fee from PartsTrader to suppliers
will be determined by the following:
Monthly Order Volume*
Monthly Rate
$0 - $2,000.00$19
$2,000.01 - $6,000.00
$39
$6,000.01 - $12,000.00
$99
Over $12,000.01$199
* Based on a three-month average
• Participating
suppliers are defined as either
companies with a PartsTrader supplier user ID
or each unique distribution warehouse location
processing PartsTrader orders. At PartsTrader’s
discretion, companies with a delivery radius larger
than 200 miles may be subject to a customized
pricing program.
• Participating suppliers are tied to the states in which
they were invited by a repairer to use PartsTrader.
• Suppliers
participating in each market launch
determined by repairer state will have had the
opportunity to use the system at no cost for six
months before their initial subscription fee is due
and payable.
PartsTrader Announces New Fees
At the beginning of December, PartsTrader released their
fee schedule for suppliers. Beginning February 1, 2014,
PartsTrader will begin charging fees for the use of their The Industry Fights Back
application, according to the policies listed below:
Throughout the United States the industry seems to be
fighting back against PartsTrader and State Farm.
• Repairers will not pay fees to use PartsTrader
• Suppliers will be charged a flat monthly subscription
•
•
•
22
In the last issues of Pennsylvania Automotive & Insider
rate based on order volume and that rate will start News we told you about Mississippi fighting back against
as low as $19/month, and be no more than $199/
PartsTrader and State Farm by filing a lawsuit in the Hinds
month
County, MS Chancery Court in an attempt to prohibit the
There will be no other charges applied for insurer from forcing any Select Service shop in the state to
transactions or user access at this time
use PartsTrader.
All suppliers will be given an opportunity to try
PartsTrader for six months at no cost before their The attorney, John Arthur Eaves said, about the case, “The
initial subscription fee is due and payable. Those actions in Mississippi and in the court system are based on
suppliers who support states whose markets launch two principles. One, you cannot interrupt or destroy or
dates were 6 months prior to February 2014 will tortuously interfere in a business relationship that already
receive their first invoice beginning with that exists between vendors and body shops. The second thing
month.
is that this is an imposition on you to breach your fiduciary
This communication is provided according to duties to your customers, who often get lost in the
Section 9 of PartsTrader’s Terms of Service.
PartsTrader continued on page 23...
...PartsTrader continued from page 22
conversation.”
On November 20, approximately 75 different Florida
repairers, suppliers and other vendors came together to
discuss the controversial program and identify solutions to
resist “short pays” within the industry. With the discussion
came filing an injunction against PartsTrader at the Polk
County Courthouse by Ray Gunder (owner of Gunder’s
Auto Center) on behalf of himself and other Florida
collision shops. The injunction was filed with assistance
from the same attorney that is assisting with the suit in
Mississippi, John Eaves as well as Brent Geohagan.
subd. 1(6), which prohibits insurers from specifying “the
use of a particular vendor for the procurement of parts or
other materials necessary for the satisfactory repair of the
vehicle.”
AASP-MN is also pursuing the issue with the Office of the
Attorney General for possible solutions. They have also
consulted with attorneys to investigate any possible causes
of action that could be addressed with the courts in the
state.
Additionally, the Indiana Auto Body Association (IABA),
working in collaboration with AASP-MN, are urging
collision repairers across the country to sign a petition
(available at www.change.org/petitions/dear-state-andGunder feels that this is “just another attempt by State federal-attorney-generals-legislators-and-federal-tradeFarm to intrude into our business and further cut into our commision-stop-insurer-mandated-programs) to have the
profits. What I have been fighting this whole time is that, by Federal Trade Commission stop PartsTrader and similar
taking profits away, it’s forcing good men to do bad things insurer-mandated programs. In an email blast sent by
which ultimately affect the consumer with poor, unsafe and IABA in October, they outline the reason for the petition:
shoddy repairs, putting their families in harm’s way.”
To make change happen requires action, but it often begins
As for attorney Eaves, he says that he is selectively targeting by the smallest of actions.
states where the injunction is needed most and where a fair
hearing will be held. Additionally, he feels that Florida is History has shown that changes begin not by the war to
a key state when it comes to national politics. “Everybody end all ways but by the individual battles that define the
across the nation watches what happens in Florida. Even injustice and dedication to the need for that change by
in the court system, this is a campaign to take back this those willing to accept the challenge.
industry from insurance companies and campaign for
safety. Also, Florida has some very influential legal Today, the industry is faced with one of its greatest
precedents and very influential politicians, and we think it challenges that many feel is so important that it will require
all the efforts of our trade association and their members,
is a very symbolic place for this to be filed.”
as well as everyone else within our industry.
The suit in Florida is taking a slightly different approach
than the one in Mississippi because the laws are a bit The industry news is filled with State Farm’s PartsTrader
different from state to state. While both suits are focusing commentaries, but even though in itself it is a fundamental
on the 1963 Consent Decree, Florida is focusing more on infringement upon our industry, the issue is also greater
than just this one program.
the precedent and public policy of the decree.
“This is the second state to file an injunction, and there
will be more. We will continue to take this fight across
the country,” Eaves stated. “State Farm has committed
to rolling PartsTrader out to 50 states, so the injunction
is to prevent damage before it occurs. Our belief is that
this is like a virus – once it takes hold in a state, it causes
irreparable damage because it destroys those relationships
between shops and vendors.”
This issue is about programs that insurers are now mandating
that change our well-established business relationships,
place vehicle owners in jeopardy and interfere with the free
market system.
It is also about the aggressive pressure property casualty
companies are placing on repairers for their monetary gain,
placing the vehicle owners at risk and tortuously interfering
with collision repairers’ business.
Meanwhile in the Midwest, AASP-MN has filed a formal
complaint with the Minnesota Department of Commerce
requesting administration and legal action to prevent
State Farm from mandating shops within the state to use
PartsTrader. AASP-MN based their complaint on State
Farm’s alleged violation of Minnesota statute 72B.092,
23
The Changing Face of the Parts Industry: Part Two
by Jeff Walter
As promised, this is the second article related to Advance
Auto Parts’ acquisition of General Parts International, the
owners of CARQUEST and WORLDPAC. This acquisition
was finalized just days before the writing of this article. I
want to touch on a few points related to this buyout and
wrap it up with what it might mean to the way we purchase
our parts in the future.
they fully integrated into their company and others like
AutoPart International, who they own but have operated
autonomously ever since.
This might be an indication that’s how the above way might
work because they’ve made statements that they’re keeping
First, if you read any of the many articles related to this the CARQUEST and WORLDPAC names because they
major acquisition, the price probably boggles the mind - a realize the worth in the wholesale market. I can tell you
2.04 billion dollars cash acquisition. When I contemplated from my interaction with some of their key people that
on that number, it set me back in my chair, but then add they’re concerned how this will be accepted by our industry.
the word cash to it! As I pondered this, I remembered my
So until the dust settles, I think we need to move slowly
Aftermarket Leadership 2.0 training where we discussed
to make changes. With any merger there is consolidation
this very issue. We just didn’t know who or when it was
of locations and personnel. You’ll find that what you’re
going to happen, but it was definitely predicted in our class.
told today might not exist a month from now. It always
With that said, I don’t think anyone in our class would’ve
happens in these scenarios and can be frustrating at times.
predicted it to happen as fast as it did.
There could be some positives out of this for sure. Your
How did AAP have that much cash at their disposal to local CARQUEST jobber could end up with a vast array of
complete this acquisition? There are a lot of terms for how products at their fingertips to help you be a more profitable
companies like Walmart, Home Depot, O’Reilly Auto business. Wouldn’t that be nice for a change!
Parts, AutoZone, and AAP are able to have a lot of cash on
Finally as we move into 2014, be aware unless something
hand, but to make it easy, we’ll just use the term “extended
drastic happens, this kind of acquisition is bound to
terms”. These companies work out deals with the suppliers
happen again. This earthshaking move will be responded
in which the parts that are on their shelves today have
to by the marketplace as I’m sure every auto parts retailer
extended terms of 180 days to 365 days. So with the size of
and program group are planning their moves to counter
AAP, you begin to understand how those terms translate
the AAP/GPI merger. Hopefully this will be positive for
into huge sums of working capital! From my research, this
our industry.
isn’t a new phenomenon and every time we purchase a
product from places like Walmart and others, this practice
is at work.
In our world when you purchase a part, you
have anywhere from a couple of days to 30
days max to pay for that part. Imagine if
you could order a part, install it, and then
have as much as 365 days to pay for it. Can
you say Cash Flow! Before you get excited,
it’ll never happen for us because we don’t
have the volume of sales needed to pull it
off. There is a risk to how all this works and
some economists have raised concern, but
as of now, the “big three aftermarket parts
distributors” are full steam ahead.
Next, where does our side of the industry
fit into this? AAP has a long history of
acquiring other companies, some of which
24
The 7 Most Common Marketing Mistakes
By Michael Fleischner
5. Relying on a Single Communication. On average,
consumers are hit with over 2,000 marketing messages
everyday. In fact, recent studies have indicated that
consumers need to see your marketing message an average
of 12 times before they take notice. If there is any truth
Too often novice marketers, even marketing veterans, to the claim in part or in whole, it means that you must
make costly mistakes that result in poor performance of communicate to prospects on a regular basis. Placing
their marketing campaign. Common marketing mistakes a single ad in the newspaper or sending a single email
can be avoided with adequate planning, attention to detail, cannot deliver effective results. Determine the media
and ongoing measurement and evaluation.
that prospects use to gather information and develop an
If you’re considering a traditional marketing campaign, ongoing campaign that works within your budget.
an Internet marketing campaign, or something that’s 6. Not Measuring Campaign Effectiveness. Over time,
never been tried before, be sure to avoid these common your business is going to do a lot of marketing. Even if
marketing mistakes.
you are a small business wondering how you›re going to
communicate to a prospective audience, you›re going to
1. Timing. You may have a great list, a fantastic offer, and eventually have some type of communication. Regardless of
even a well designed marketing piece, but if your timing is the marketing campaign size or expense, you need to track
off, so too will be your results. As an experienced marketer, your results. This can be done with a simple spreadsheet or
I have seen some very expensive marketing campaigns a multi-million dollar CRM system. The bottom line is you
that were very compelling but failed to produce results. need to record what works and what doesn›t so that you
This is because the campaign reached consumers at a time can improve your results in the future.
in which they had no interest in buying the product. For
example, trying to sell snow shovels in July would not be 7. Failure to Continue the Dialogue. After consulting for
considered good timing.
a number of large companies, I›m still amazed at how many
fail to communicate to customers on an ongoing basis.
2. Failure to Test Your Headline. As the first thing your Often times, consumers or businesses only hear from the
prospect usually reads, the headline is essential for luring seller when its time to buy again. If you have an established
your prospective buyer into the message, your offer, and the customer base, chances are you’ve worked hard to acquire
action you want them to take. Regardless of the medium, them. You should be spending some of your marketing
you should continually test your headlines (or subject lines) budget to retain them. Be sure to open a dialogue with
by running split tests and evaluating response. This ensures customers, solicit their feedback, and communicate with
that your marketing message attracts the largest number of them regularly. This will help to build your business over
prospective buyers.
the long-term.
3. Failure to Test Your Offer. In direct marketing, the offer If you’re new to marketing, have experience as a marketing
is directly correlated to 40% of your response. If you have professional, or simply want to improve your current
the right offer, people respond. There are other factors to marketing results, be sure to learn from the mistakes
consider as well, but providing a compelling offer is required of others. To be successful, continually work towards
in most instances. Offers can range from discounts to improving your marketing effectiveness. Avoid the 7 most
«hurry while supplies last», but the commonality remains. common marketing mistakes, and you’re on your way to
Test your offers for optimizing response.
delivering tangible results.
When marketing your product or service, you need to have
a firm understanding of your audience, the message you
want to deliver, the offer you’re willing to make, and the
optimal timing for your marketing campaign.
4. Having a Good List. Having the best offer and awardwinning design is not enough. For many types of marketing
campaigns, success is directly tied to having a targeted
list. With today›s sophisticated list generation tools,
you can acquire lists that are highly segmented based on
demographics, psychographics, buying behavior, and many
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and pound foolish. If you›re wondering where to invest
your marketing dollars, spend them on developing a good
house list (names you acquire on your own) or by renting/
purchasing a well segmented marketing list.
Michael Fleischner is an Internet marketing expert and the president
of MarketingScoop.com, the Internet’s biggest source of marketing
information and free marketing resources. He has more than 12 years
of marketing experience and has appeared on The TODAY Show,
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Special thanks to MarketingScoop for reprint permission. To find more
articles on marketing, please visit http://www.marketingscoop.com/
articles.htm
25
...Mechanical Division continued from page 11
“We are excited that consumers and independent repair facilities around the Nation will have the same
access to the information, tools and software needed to service late model computer controlled vehicles
as is required under the Massachusetts right to repair statute,” said Kathleen Schmatz, President and
CEO of the Automotive Aftermarket Industry Association. “We believe that the resulting competitive
repair market is a win-win for car companies, the independent repair industry and most importantly
consumers.”
“Much like with fuel efficiency economy and greenhouse gases, a single national standard regarding
vehicle repair protocols is imperative,” said Mike Stanton, President and CEO of the Association of
Global Automakers. “A patchwork of fifty differing state bills, each with its own interpretations and
compliance parameters doesn’t make sense. This agreement provides the uniform clarity our industry
needs and a nationwide platform to move on.”
“Since the first Right to Repair Act was introduced in Congress in 2001, CARE and the automotive
aftermarket have worked to ensure our customers continue to have the right to choose where they buy
their parts and have their vehicles serviced,” said Ray Pohlman, President of CARE. “This agreement will
ensure vehicle owners will have competitive and quality choices in their repairs while strengthening the
auto repair industry nationwide. This agreement illustrates what can happen when organizations focus
on putting customers and consumers first,” Pohlman said.
###
The Alliance of Automobile Manufacturers is an association of 12 vehicle manufacturers including BMW
Group, Chrysler Group LLC, Ford Motor Company, General Motors Company, Jaguar Land Rover, Mazda,
Mercedes-Benz USA, Mitsubishi Motors, Porsche, Toyota, Volkswagen Group of America and Volvo Cars
North America.
The Association of Global Automakers represents international motor vehicle manufacturers, original
equipment suppliers, and other automotive-related trade associations. Members include American
Honda Motor Co., Aston Martin Lagonda of North America, Inc., Ferrari North America, Inc., Hyundai
Motor America, Isuzu Motors America, Inc., Kia Motors America, Inc., Maserati North America, Inc.,
McLaren Automotive Ltd., Nissan North America, Inc., Subaru of America, Inc., Suzuki Motor of America,
Inc., and Toyota Motor North America, Inc.
The Automotive Aftermarket Industry Association is a Bethesda, Md.-based association whose more than
23,000 members and affiliates manufacture, distribute and sell motor vehicle parts, accessories, service,
tools, equipment, materials and supplies. Through its membership, AAIA represents more than 100,000
repair shops, parts stores and distribution outlets.
The Coalition for Automotive Repair Equality (CARE) is a national organization that represents companies
in the automotive aftermarket. CARE member companies include AutoZone, Advance Auto Parts, NAPA
and O’Reilly Auto Parts.
You are invited . . . . .
You are invited to attend any Quarterly Delegates Meeting this year. Come to see your association in
action. Attend the business meeting and the division meetings (collision, mechanical, and towing).
Hear the national report, the association financial report, and the legislative report. Listen to guest
speakers who cover new benefits or who inform us on current issues affecting our industry. Lunch is
provided at no charge to you. Dates for 2014 include February 8 in Grantville, May 17 in Camp Hill,
September 13 in Camp Hill, and November 15 in Grantville. Please notify the office that you will be
attending. Directions and meeting materials are available upon request. Be informed, get involved.
We hope to see you at our next meeting.
26
First Aid in your shop
Foreign Body in Eye
1) If object is large or deeply stuck, seek medical
attention immediately - DO NOT REMOVE
2) For small particles or something under the upper
eyelid:
a. Clean around the eye with a wet cloth
Abrasions
b. Rinse the eye with saline solution or warm
1) Clean the area thoroughly and remove any dirt
water
2) Use a semipermeable dressing to cover the wound, use
3) For something in the corner of the eye of under the
adhesive tape over bandage
lower lid:
3) Change dressing every few days
a. Pull down the skin above the cheekbone
b. Remove item with the corner of a damp cloth
Broken Bones
Seek medical assistance if:
1) If the foot or hand at the end of the injured extremity
1) Patient still feels like there is something in the eye
is blue, call 911 immediately
2) Has abnormal sensations of pain
2) Do NOT straighten the extremity if it is deformed
3) Vision has changed
3) Stabilize the extremity with padding
4) Continues tearing after washing out eye with warm
4) Ice the injury in 20 minute intervals
water or saline solution
5) Give an over-the-counter anti-inflammatory drug
5) Has a cloudy spot on the eye
6) Elevate the injured extremity
7) Seek medical attention
Inhaling Chemicals
1) Call 911 immediately
Chemical Burns
2) Remove patient from area
1) Brush away any remaining chemical and rinse the
3) Monitor for responsiveness and breathing
affected area with cool water for 10-20 minutes
4) If present, treat chemical burns (see instructions above)
2) Remove clothing or jewelry that was contaminated by 5) If patient can sit upright, remind them to take slow,
the chemical
deep breaths until medical help arrives
3) With a dry, sterile dressing (or clean cloth) wrap the
affected area gently
Inhaling Smoke
4) Give patient an over-the-counter pain reliever
1) Get patient to fresh air immediately
2) Have them sit down
1) Patient shows signs of shock (fainting, pale
3) After their coughing has subsided, have them drink
complexion, shallow breathing)
water to clean out the lungs
2) Burn has penetrated through the first layer of skin
4) Place a damp wash cloth over eyes and forehead
3) Burn occurred on the eye, hands, feed, face, groin or
buttocks, or over a major joint
1) Coughing continues
4) Pain cannot be controlled with pain relievers
2) Inability to breath
If you are unsure whether the chemical is toxic, call the
3) Patient displays lightheadedness or weakness
Poison Control Center at (800) 222-1222
Thermal Burns
Chemical in Eye
1) Assist the patient in “stop, drop and roll”
1) Irrigate eyes for at least 15 minutes with warm water
2) Remove any smoldering material from the patient
2) Remove contact lenses if possible
3) Remove any hot or burned clothing. If clothing is
3) Seek immediate medical attention
sticking to the skin, cut or tear around it
4) Take off jewelry, belts or any tight clothing
Deep Cuts & Lacerations
5) Hold burned skin under cool (NOT cold) running
1) Apply direct pressure to the area to stop the bleeding
water until pain subsides
2) Clean the area with warm water and gentle soap
6) Cover with sterile dressing or clean cloth
3) Apply antibiotic ointment to reduce infection
7) Do NOT apply ointments as they can cause infection
4) Place a sterile bandage on the affected area.
8) Give over-the-counter pain relievers
1) Cut is deep or over a joint
1) Patient shows signs of infection (increased pain,
2) You cannot get the cut clean or bleeding continues
redness, swelling, fever, or oozing from the burn site)
4) Injury is a deep puncture type wound or a bite
2) Redness or pain lasts more than a few hours
(human or animal)
3) Pain worsens instead of lessening
by Amanda Henry
Anytime you are unsure of treatment, contact 911
27
R2R Victory
by Jeff Walter
As news of this agreement came to me January 22nd, I was
both happy and sad at the same time. Don’t get me wrong,
I’m cautiously elated, but time will tell how this all works
out. On the down side, way too much money had to be
expended, roughly around 13 years wasted, and a lot of
relationships between associations were severed. The last
part of that sentence is probably by far the worst part of
what happened during the debate of this issue. We were
all guilty of letting one issue define us, letting that issue
get in our way and fracture our industry. This has caused
reluctance to join together to fight other issues, and because
of that, we all lost out over the last 13 years. Like any great
war though, how we recover from it is in our hands as we
move forward.
together and make it work.
R2R, in my opinion, was always a good idea, but I had two
concerns that always plagued me. One was it went against
my conservative views that government should stay the
heck out of my life and business. Two, even if R2R was
approved years ago, there isn’t a shop or an all-makes allmodels new car dealer who could afford the tooling. With
this agreement, you pay for the service information you
need off the cloud (which you pass on to the customer);
in theory your laptop becomes the OEM service tool for
the make you’re working on for the length of your paid
subscription. Can anyone say return on investment?!
Now back to the training or the lack of training issue that the
other side always raised as being the issue why R2R wasn’t
needed. Bad news people, they were right to a certain level!
There is no time for gloating or righteous indignation now.
All those feelings have to be put aside to make the industry
better as a whole and work together for the common good.
This new agreement will only work for those of us who
It can’t be decided how to proceed without everyone’s input.
make the investment in training. Don’t think for a moment
It can’t be decided by one state, one executive board, or one
because the tooling should be less expensive that you can
person.
put that extra money you’ll save in your pocket and run.
I have an idea where we need to go from here, and we have What I can promise you is, if we as an industry put every
very little time to achieve some success with it. The goal effort into making this agreement work, ROI is what we’ll
is Training, or, better yet, dealing with the apathy in our make every time we repair these electronic wonders we call
industry that keeps shop owners and technicians from automobiles!
seeing the worth in training! Maybe it’s because they didn’t
So I call on everyone to get involved. We have until 2018
see a way of getting their return on investment. Before this
before this is in full effect if they’re using the Massachusetts
agreement, I’m not sure I could give them a clear “you sure
R2R as their model, so time is ticking. So take a chance,
can” answer to that. Now we do! No matter what side of this
jump on board the train no matter what side of the issue you
issue you’ve stood on, the vehicle is now in place to make
stood on because now we have an opportunity to benefit
it economically feasible for a shop to work on all makes
all in the industry, but only if you make an investment in
all models. Is it perfect? HECK NO, but was the country
TRAINING! I promise you profits are what await you if
perfect after the Revolutionary War or the Civil War? It’s a
you get onboard.
start, and in theory it should work, but we all have to come
28
For Sale
Shop Pro 7000
manufactured by Worth Equipment Parts & Service Company, Inc.
o
b
o
0
90
$3
Specifications
Wheelbase
Ramp Width (C)
Clearance Between Posts (D)
Overall Length (including 36” Ramps)
Overall Height
Overall Width
Lifting Capacity (lbs.)
Motor
Voltage (Single-Phase) 60HZ
Lifting Time (Seconds)
Maximum Clearance Under Runway
SP7000
160”
19”
93”
17’2”
81”
106”
7000
1HP
110
50
67.5
Features
• Extended lift height to provide
enough room for vans & SUVs.
• Precision individual spring locks
with 10 locking positions to let you
set your vehicle at several different
heights with safety.
• Aircraft quality tested lift cables.
• Rigid anti-spread column design for
added stability.
For more information or to arrange purchase, please contact Jeff in the
AASP-PA Office at 717-564-8400
29
30
2014
Emissions Inspector
Recertification
POTTSTOWN CLASSES
ALLENTOWN CLASSES
Registration Fee-$110.
Class begin at 6:00 p.m.
Registration Fee-$85.00.
Class begins at 6:00p.m.
BETHLEHEM CLASSES
WILLIAMSPORT CLASSES
Pottstown
Albitz Garage
July 10
September 4
September 11
October 23
November 6
Allentown
Best Western
None scheduled at this time
Bethlehem
Homewood Suites
Williamsport
Lycoming County Vo-Tech
Class begin at 6:30 p.m.
Classes begin at 6:00 p.m.
WESTERN PA CLASSES (Registration Fee - $85. All classes begin at 6:00 p.m.)
Belle Vernon
Hampton Inn
August 6
October 20
Washington
Ramada Inn
August 5
September 24
Greensburg
Ramada
July 16
August 26
October 20
Pittsburgh
Comfort Inn
June 17
September 16
CENTRAL PA CLASSES (Registration Fee - $90. All classes begin at 6:00 p.m.)
Reading
Vince’s Auto
July 29
Mechanicsburg
Zimmerman’s Auto
Fredericksburg
Fredericksburg Community Ctr
Harrisburg
AASP-PA Office
Mountville
Sleep Inn
August 12
Ephrata
Barry’s Paint Shop
July 22
York
HACC York Campus
June 11
September 17
October 15
Gap
NAPA Store
Hanover
Weaver’s Body Shop
 You can recertify up to six months prior to your expiration date and still keep your original certification month.
 Students registering will be mailed a confirmation letter and will receive a book at the class from the instructor unless specified in the box below that the
book is needed prior to class, in which case $3.50 should be added to the registration fee to cover shipment
 Class size limited to 25. Classes fill up. Register early.
 No-shows do not receive a refund. You can transfer to another class, if one is available.
 If you have any questions, contact Peggy at (800) 588-9272, ext. 109 or [email protected]
Attendee Name(s) ________________________________________________________________________________________
Business Name _____________________________________
Shipping Address for confirmation letter (and book if $3.50 shipping charge is included.):
Street Address _____________________________________
CLASS CHOICE
Location __________________
Date ______
Two Methods of Payment:

Mail a check payable to AASP with this registration form:
AASP-PA - 2151 Greenwood Street - Harrisburg, PA 17104

Fax this form, complete with credit card information to (717) 564-5215.
Card will be processed about 1 week prior to class.
 Visa
 Discover
Home
City/State/Zip ______________________________________
Telephone (day) ________________ Fax _________________
Which card  Mastercard
Business
Exp. Date ______
SHIP BOOK PRIOR TO CLASS?
YES
NO
If yes to shipping, enclose registration fee total PLUS
$3.50. If no to shipping, book will be received in class
from instructor
Amount $
Last 3 digits on back ___ ___ ___
Card Number _____________________________________ Signature ____________________________________________
Print name on card ___________________________________ Billing Address ______________________________________
31
32
...AASP-PA History continued from page 21
was important. So, the House of Delegates for ASA/
PA refused to sign the “agreement,” accepted their
expulsion from ASA and began to fly a new flag
(along with other states) using the name Automotive
Service Professionals (ASP) of Pennsylvania. In the
end, 13 other affiliate states made the same choice,
and also began using the name Automotive Service
Professionals. The name was later modified to our
current name of the Alliance of Automotive Service
Providers (AASP).
As Jim Bastone described in 1999, “We want to be the
best member driven association in our industry. We
want to work with our industry partners to help all of us
grow. All have the same goals in sight without concern
for personal gain. When we talk of a national presence
we are not talking about the massive bureaucracy of
ASA. One precept will be the driving force, it cannot
be forgotten…’we must all work together to make a
difference.’”
Nussbaum Equipment
Serving the towing equipment needs of our customers since 1957.
New & Used Rollbacks and Wreckers in stock, as well as accessories and parts.
1628 Lancaster Avenue • Columbia, PA 17512 • (717) 684-0189 • www.nussbaumequipment.com
ashington Area Credit Union
The full-service financial institution for AASP-PA members and their employees.
We offer savings and share draft/checking accounts, loans, financial management/debt
counseling, wealth management, financial advising, and more.
Washington Area Credit Union
724.222.8064
1245 Park Avenue Washington, PA 15301
www.watfcu.org
33
AASP-PA SERVICES DIRECTORY
AASP-PA Magazine Advertising
Amanda Henry
717-564-8400
AASP-PA Training
Peggy Doubrava
717-564-8400
CHAPTER PRESIDENTS
Chapter 1
J. Richard Witmer
717-898-7812
Chapter 3
Jim Bastone
412-361-3554
Chapter 4
Bruce Gherlarducci
412-221-9865
ASAE Bank Card Processing
800-433-0387
Chapter 7
Wayne Fleishman
215-222-5703
Auto Diagnostic Hotline
651-628-5702
Chapter 8
Bret Fadely
717-792-1596
Chapter 9
Ron Eiker
717-597-8627
Chapter 10
Rick Riggle
724-834-8460
Chapter 11
Greg McVicker
724-914-6100
Chapter 14
Clint Reider
814-781-1032
Chapter 15
VACANT
Health Insurance
Banyan
888-374-4342
Check Guarantee System - Certegy/Welcome Check
866-496-2637
Field Director, Pennsylvania
Randy Sterner
717-798-5392
Garagemens/Workers Comp Insurance
Keystone Insurers Group
888-531-0994
Chapter 17
VACANT
610-349-2635
Chapter 18
VACANT
Chapter 21
Don Stitzer
814-422-8672
Chapter 22
David Lossie
814-454-8408
Chapter 23
John Leibelsperger
610-944-7344
Chapter 24
Judy Walter
717-766-7656
Chapter 25
VACANT
Chapter 26
Allen Wetzel
570-374-9621
Chapter 27
Joshua Tillett
717-865-2388
Chapter 28
Louis Murante
610-759-6121
Chapter 29
VACANT
Chapter 30
VACANT
Chapter 31
Dave Bausinger
Credit Card Processing
Larry Rood
Long Term Care Insurance
Pennsylvania State Lobbyist
877-792-4432
John V. Kulik
Pre-Employment Background Checks/Drug Screening
Mike Green
FlexPay
717-564-8400
412-517-1212
412-328-8063
Pennsylvania Automotive is published by the Alliance of Automotive Service Providers of Pennsylvania, Harrisburg, PA 17104,
(717) 564-8400. All Rights Reserved. Reproduction by any means in whole or in part without written consent by the Alliance of
Automotive Service Providers of Pennsylvania is prohibited. The views and opinions expressed in Pennsylvania Automotive are not
necessarily representative of those held by AASP-PA.
2013-2014 AASP-PA COMMITTEES
These are your committee members for the year 2013-2014. You are invited and encouraged to
communicate through your Chapter President or directly with the office.
Association Car Committee
Gary Bankos
Jim Bastone
Audit Committee
Ron Wagner
Joe Colucci
Jeff Strausser
Bylaws & Policy Committee
Chris Chrisman, Chair
Jim Bastone
Gary Bankos
Chet Elia
Ken Lenhart
(717) 848-2749
(412) 486-7335
(412) 364-2222
(570) 995-9296
(610) 253-6565
(610) 948-4414
(412) 486-7335
(717) 848-2749
(610) 375-0276
(724) 863-4000
Customer Relations Committee
Tom Fadley, Chair
(717) 792-1596
Education & Training Committee
Lou Murante
(610) 759-6121
Greg McVicker
(724) 914-6624
Finance Committee
Corey Whisler, Chair
Chris Chrisman
Dave Mowery
Allen Wetzel
(717) 423-6933
(610) 948-4414
(570) 837-2200
(570) 374-9621
Job Corp Committee
Tom Fadley, Chair
Legislative Committee
Chris Chrisman, Chair
Greg McVicker
Membership Committee
Lou Murante
Dave Mowery
Nominating Committee
Ken Lenhart, Chair
Gary Bankos
Tom Zech
PAC Committee
Jim Bastone, Chair
Bret Fadely
Planning Committee
Corey Whisler
Greg McVicker
Jeff Strausser
(717) 792-1596
(610) 948-4412
(724) 914-6624
(610) 759-6121
(570) 837-2200
(724) 863-4000
(717) 848-2749
(717) 792-3679
(412) 361-3554
(717) 792-1596
(717) 423-6933
(724) 914-6624
(610) 253-6565
570-320-0030
INDEX TO ADVERTISERS
Company
Page
Banyan Consulting
32
Bolt On
24
Electric Power Savers
14
Heartland Payment Systems
12
Jack Williams Tire Company
Jasper Engines & Transmissions
Keystone Insurer’s Group
IBC
32
OBC
Oil Program
33
Washington Area Credit Union
33
Wheel Collision Center
14
Young’s Lubricants
IFC
Zarwin, Attorney at Law
For advertising information, contact Amanda Henry
Office: (717) 564-8400 • Cell: (717) 303-6166
CHECK OUT OUR WEBSITE: WWW.AASP-PA.ORG
34
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January/February 2014 - AASP-PA

Transcription

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