Automotive Service Councils of California

MT. DIABLO—CHAPTER 20

ASCCA CHAPTER 20, Volume 13, Issue 10– APRIL 2018 APRIL 7, 2018

www.ascca.com 1 Diagnostic Skills Challenge 2018 OFFICERS & BOARD Wednesday, April 18, 2018 - 5:30 pm PRESIDENT Steve Elstins………….925-676-8376 [email protected] Hosted by Simply Superior BOARD CHAIR Mary Kemnitz ………...925-356-0683 [email protected] 2 Tax Reform TREASURER Mary Kemnitz ………...925-356-0683 [email protected] Thursday, April 19, 2018 - 6:30 pm SECRETARY Ginger Exner with Beri Kasper, Kasper Accountancy [email protected] MEMBERSHIP DIRECTOR and Red Devil Restoration Project Dave Kemnitz ………. 925-356-0683 [email protected] with Scott Gillespi and Bud EDUCATION DIRECTOR Bobby Sturgeon ……..510-215-3976 At Zio Fraedo’s, Pleasant Hill [email protected] MEETING COORDINATOR With too many years of public accounting, Beri Kasper’s Entire Board! experience includes five years with a national firm, five years with a local firm… CHAPTER REPRESENTATIVE Rich Lezcano...………925-680-6946 and in 1992, she started her own full service accounting firm in Concord, California [email protected] where she claims she has the best and worst boss ever! Beri’s primary expertise has been providing quality financial statements, account- ing and tax services to private companies and their owners. She also serves as part time VP of Finance and Audit for a 1000+ employee Multi National IT Service Company located in Pleasanton. Her passion is Rotary. She is active in the Concord Diablo Rotary Club and has served on the Board in many capacities. At the meeting….she will be our Tax expert….hoping to enlighten and eliminate some of the question marks surrounding the Tax Reform act of 2017.

3 Automotive Aftermarket Industry Legislative Day Tuesday, April 24, 2018 - 8:00 am Page 2 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

ASC-CA Chapter 20 MISSION STATEMENT “To promote professionalism throughout our industry by upholding our state code of ethics and sharing our successes and failures with our members and future members”. “To elevate and unite automotive professionals and give them a voice”.

Mt. Diablo Chapter 20 President’s Message - April 2018

Dear Chapter: If you missed last month's meeting you missed a great one. We all said so long to Doug Mueller. He was such a huge part of everyone's ongoing success whether you took his classes or not. He was always there for all of us and many of us also used his help and resource with Auto, Electric and Fuel. Good luck Doug and enjoy your retirement. Assemblyperson Catharine Baker did a dynamic job with her presentation, touching on fuel tax issues and beyond. Great meeting. Big announcement to the chapter. Contra Costa College auto science chair and chief instructor Bobby Sturgeon has joined our Board. This is great news as there was a vacancy created by Hans Hiller moving on in the educator chair position. Bobby will be a great addition and he brings a lot of enthusiasm and energy. The auto shop program at Mt. Diablo high school is being reignited as well and that will be discussed at the upcoming chapter meeting on the 19th. It looks like there is interest in our industry again from our young people and that is great news for everyone. See you all at the next meeting. Steve E.

A full house turned out to roast Doug Mueller Assemblywoman Catharine Baker

Page 3 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

Chapter 20 Members News and Info

Devil Mountain Diesel recently moved and doubled in size. They are hopeful to keep growing and to help out as many people as possible. 1500 Third Ave, Walnut Creek, CA 94597 Tel: 925-954-8582

The March meeting was a sad goodbye to Doug Mueller, long time member, shop owner, instructor and most of all, "industry leg- end". The room was filled to capacity with fellow shop owners and past students of TecHelp. With the help of Hans Hiller, we gave Doug quite a roasting and Doug couldn't help but join in and he regaled us with stories of his trials and tribulations through the years. Doug, we will miss you! You truly were the "best" and the foot- print you left behind will be a big one for anyone else to fill.

Thank you for giving so much through the years! Mary Page 4 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

RSVP to Rich Lezcano

State goal: We have chosen to push for a large turnout in Sacramento for the Legislative day. This is where the rubber meets the road in our organization. ASCCA will meet early in the morning, about 8:00, and we’ll have our state lobbyist, Jack Mo- lodonof, give us a run down of the Bills we want to speak to our local legislators about. We will discuss talking points to give you confidence in having your meetings. We are the legislators’ constituents. They work for us. When you start from there, it is much easier to have the discussion. Chapter goal: We have also decided to push our Chapter 20 members to join us. We are offering to pay for your train ride up to Sacramento. Contact Rich Lezcano today! It is an opportunity to really get to know your fellow members and support our position at the Capitol. After the day speaking to legisla- tors, we return on the train where the bar car becomes our hang out. More fellowship. And we only lost one person last time. Jack Molodanof giving the run down

In Catharine Baker’s office 2015 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 5

Page 6 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

Red Devil Restoration - Project Proposal

Changing Lives By Transforming Rides By Mount Diablo High School Resource Officer Scott Gillespie #514

Our mission is to utilize existing resources at Mount Diablo High School and leverage them toward addressing the

needs of at risk youth, providing resources for trades- bound students and preparing interested students with hands on experience and education that will benefit them in college, careers and life in general. This project is intended to become a part of the MDHS culture and leave a legacy of partner- ship between the students and the Concord Police Department for years to come. Goals: - Purchase and begin work on an auto-restoration project in the MDHS auto shop - Educate, train and mentor students in the restoration process in an effort to provide them with an experience that will move them closer to college preparedness, prepare them for careers and develop life skills needed to advance beyond high school. - Identify and address needs surrounding at-risk youth at Mount Diablo High School. - Auction off the completed project, repay invested funds and purchase the next project. Page 7 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

February 15, 2018 Stop Advertising, Start Educating with Chris Maggard of AutoVitals

A Driving off into the Sunset Party for Doug Mueller! March 15, 2018 and Assemblywoman Catharine Baker on repealing the gas tax and other auto-related issues

April 18, 2018 Diagnostic Skills Challenge Student teams test their diagnostic skills

April 19, 2018 Tax Reform with Beri Kasper of Kasper Accountancy

May 17, 2018 Motivational Speaker Mary Schmidt on job burnout and mentoring

September 20, 2018 Cobra Museum with Bill Haas and Maylan Newton

October 18, 2018 Labor Law and OSHA compliance

All meetings subject to final confirmation by scheduled speakers and Board. If you need more information about ASCCA Chapter 20’s meetings, please contact Steve Elstins, West Coast Muffler, 925-676-8376 OR Mary Kemnitz, D&H Enterprises, 925-356-0683

A Gentle Reminder

No-shows cost your Chapter money! The chapter pays for the number of meals ordered, which is why the ‘head-count’ counts! Plan ahead - Consult the Speaker Calendar in the newsletter - and … Show up! ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 8

CHAPTER 20 MEMBER LIST

Ace Auto Repair & Tire Ctr Commans, Walt Five Star Automotive Mekatron Concord S.P. Automotive Supply George Chavez ASE W. States Consultant Brian & Janice Andrews Ian G. Miller Steve Markus 2560 San Ramon Vly Blvd. 5312 Quail Ridge Terrace 1440 Concord Ave. Ste C 1771 Concord Ave 3410 Pacheco Blvd San Ramon, CA 94583 Anaheim Hills, CA 92807 Concord, CA 94520 Concord, CA 94520 Martinez, CA 94553 925-609-7827 925-687-8300 925-372-4930 925-743-1552 714-974-3208

Acalanes High School Contra Costa College Frank's Auto Service Mendelson Autobody Simply Superior Auto Body Ted Mendelson Grant Cusick Bobby Sturgeon Margaret & Dave Frank Rich & Jennifer Lezcano 38 Beta Court, Ste A5 1200 Pleasant Hill Road 2600 Mission Bell Drive 1255 Boulevard Way 2110 Market Street Lafayette, CA 94549 San Pablo, CA 94806 Walnut Creek, CA 94595 San Ramon, CA 94583 Concord, CA 94520 925-838-2343 925-935-2600 510-215-3976 925-942-3677 925-680-6946

Fuenzalida, Bob Monkey Wrenches, Inc. Alhambra High School D&H Enterprises Solano Way Auto Repair Ch 20 Member Emeritus Ted Curran Brian Wheeler Ken R. Fritzberg Dave & Mary Kemnitz Cars R Us 8130 Brentwood Blvd 150 E Street 2197 Solano Way 2689 Monument Blvd 2269 Bromfield Court Brentwood, CA 94513 Martinez, CA 94553 Walnut Creek, CA 94596 Concord, CA 94520 Concord, CA 94520 925-634-4145 925-313-0440 925-683-2310 925-676-2890 925-356-0683

Moraga Motors Airbag Service & Techzone Gene’s Auto Repair Standard Motor Products Matt Patterson Devil Mountain Diesel Tracy Renee Ron Schumacker Jason Loelieger 530 Moraga Road Joe Schwartzbine 32 California Ave, Ste A 37 Tennessee Street 1460 Arvilla Drive Pleasanton, CA 94566 Mark Fuenzalida Vallejo, CA 94590 Moraga, CA 94556 1500 3rd Avenue 707-642-1900 925-376-0692 Sacramento, CA 94582 800-763-8588 916-606-0985 Walnut Creek, CA 94597 All-Flow Muffler & Auto 925-954-8582 Gilmores Auto Service Orinda Motors Superior Auto Parts Danny Larson Phillip Sanders Allen Pennebaker 3900 Pacheco Blvd Diablo Auto Specialists 2151 N. Broadway 63 Orinda Way Don Smith Martinez, CA 94593 Tim Stussi Walnut Creek, CA 94596 Orinda, CA 94563 1055 Detroit Avenue 925-229-3044 1413 Carlback Avenue 925-939-9430 925-254-2012 Concord, CA 94518 925-771-2231 Walnut Creek, CA 94596 Auto Electric & Fuel Hagin's Automotive, Inc. Orinda Shell Auto Care 2655 Monument Blvd. # B 925-932-6701 Andy Hagin Kathy Mitchell TecHelp Concord, CA 94520 Jon Brown Dick & Ryan's Auto Repair 3725 Alhambra Ave 9 Orinda Way 925-680-2888 2655 Monument Blvd. # B Trevor Stoneham Martinez, CA 94553 Orinda, CA 94563 Concord, CA 94520 1679 1st Street 925-228-5115 925-254-1486 Autotron Service Center 888-747-8888 Ryan Tunison Livermore, CA 94550 Hunt & Sons Scott Phillips, CPA 925-457-4668 3688 Washington St. Ste F 925-373-9055 Tim Lockhart 3011 Citrus Circle, Ste 204 Pleasanton, CA 94566 Timmons Auto & Truck Rpr 485 Industrial Way Walnut Creek, CA 94598 925-484-2400 Digital Financial Group Dave and Lisa Timmons Benicia, CA 94510 916-274-0600 Shannon Devery 2855 Contra Costa Blvd BG Fleming Distrib. Co. 1329 Hwy 395 N., Ste 10 707-747-9500 Pleasant Hill, CA 94523 Christopher Smith Gardnerville, NV 89410 Precision Auto Repair JJ Auto Repair Tyler & Renee Edgren 925 -938-9665 1011 Suncast Lane 626-476-9016 Victor & Teresa Gonzalez 164 A Wyoming Street El Dorado Hills, CA 95762 Tuolumne St Auto & Elec 6300 Brentwood Blvd, #A 916-223-0559 Dublin Car Tek Pleasanton, CA 94566 John McLaughlin Brentwood, CA 94513 Tim Johnson 925-462-7440 635C Tuolumne Street Burrough & Sons Automotv 925-513-5927 6008 Dougherty Rd. Randys Mobile Mech’l Svc Vallejo, CA 94590 Tom Burrough Dublin, CA 94568 Lehmers Concord Randy Wilferd 707-648-3434 5154 Sobrante Avenue 925-829-9300 Caroline Anderson 2750 Cloverdale Ave. El Sobrante, CA 94803 Walnut Creek Automotive 1905 Market Street Concord, CA 94518 510-222-3330 European Auto Repair Bill & Jeff Boaman Concord, CA 94520 925-288-0766 Carlos Showing 1532 Mt. Diablo Blvd Central Automotive 925-827-2077 1573 Third Avenue Rich’s Auto Service Walnut Creek, CA 94596 Rob & Susan Service Walnut Creek, CA 94597 Louis Volpone 925-934-8600 1425 Autocenter Drive Liberty High School 839 Ygnacio Valley Rd Walnut Creek, CA 94597 925-944-5606 Jonathan Dorr West Coast Muffler & Tire Walnut Creek, CA 94596 925-932-6604 European Autotech 850 Second Street 925 -937-3434 Steve Elstins Chris Murad Brentwood, CA 94513 2090 Market Street Chris’ Engine & Auto Repair 31 Beta Court, Ste J 559-977-0181 SC Fuels Concord, CA 94520 Chris & Denise Terry San Ramon, CA 94583 Mark Williams 925-676-8376 4770 East 2nd Street 925-820-6460 M Service 2075 Alum Rock Benicia, CA 94510 Dante Paulazzo San Jose, CA 95116 50/50 Xtreme Auto Glass 408-625-6059 707-746-5143 Farmers Insurance Group 2008 Mount Diablo Blvd. O’Neill Tasleem Slav Boston 657-236-8175 2098 Market Street Walnut Creek, CA 94596 Clayton Valley Auto Svc 620 Contra Costa Blvd,#212 925-932-8744 Concord, CA 94520 S.G. Auto Repair 925-676-2000 Nancy Stich Pleasant Hill, CA 94523 Sergio Garcia 1505 Rishell Drive 925-519-6670 16400 San Pablo Ave Concord, CA 94521 San Pablo, CA 94806 925-682-2281 510-964-1541

Page 9 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

ESi Concord 2018 class schedule!

Pricing: $149.95 per person or $249 for two or more. Pizza dinner included. OR....go to https:// www.ascca.com/esi-special-offer-courses for ASCCA member discount - $95 per attendee

The next ASCCA Team Weekend is May 19-20, 2018

Join the ASCCA in Sacramento for the May Team Weekend: Embassy Suites Sacramento River City Ballroom and John Sutter Room 100 Capitol Mall, Sacramento, CA 95814 For more information and to register: https://www.ascca.com/events/ ascca-2018-may-team-weekend ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 10

PRELIMINARY SUMMARY OF BILLS for Automotive Aftermarket Industry Legislative Day

Matthew Peralta, ASCCA Deputy Executive Director

AB 1743. (O'Donnell). Career Tech Education Incentive Grants. Support. • The bill would allow students to gain college and career readiness skills through access to high quality career technical Education (CTE) by extending current funding for the Career Technical Education Incentive Grant Program. • The bill provides funding ($500 million per year) for the CTE Incentive Grant Program with a 1:1 local match. • CTE courses such as automotive shop programs have the potential of engaging students who may be otherwise disengaged and at-risk of dropping out. Automotive shop programs provide hands on learning, problem solving skills and employability skills that lead to good paying automotive jobs, but there are challenges with these programs. Many automotive instructors are retiring and not being replaced, and the only solution is to close the auto shop program where teachers not available. • Automotive shop programs need funding for teachers, updated equipment, tools and curriculum to continue to support these important programs and for the future of our workforce.

AB 2908 (Berman). Tire Regulatory Fee. Oppose. • This bill would give CalRecyle (which oversees the tire recycling program) the ability to create a new per tire fee up-to-$1.00, on top of the current $1.75 per tire fee already charged in California, meaning a total of $11 for a new set of 4 tires. • Additional tire fees may cause some low-income drivers to continue driving longer on unsafe, balding tires. • AB 2908 was preceded by two previous bills, essentially the same—in 2017 by AB 509, and in 2016 by AB 1239. Both bills failed in large part because of the new tire fee. • The big problem with the tire fee--aside from it being another fee--is that the current tire fee brings in approxi- mately $35 million annually. • CalRycle is unable to spend the millions of dollars it collects every year from the current tire fees. It’s simply unfair, especially on our low income working families, to increase tire fees when CalRycle is not able to spend down the existing surplus funds.

• CalRycle should spend its existing money responsibly, rather than impose a new tire fee.

AB 2392 (Santiago)-Oppose Unless Amended.

As written, AB 2392 is intended to address abuses with some towing and storage businesses; however, it is overboard and unnecessarily captures automotive repair facilities. Automotive repair dealers are not in the business of towing and storage. There may be limited instances when a repair facility must store a vehicle, but that is not the business they’re in.

At the time of this bill summary, amendments are anticipated from the author that will modify our Legislative Day talking points.

SB 993. (Hertzberg). Taxation. Concerns. • This bill intends to make major tax reforms including the expanding the sales tax to all services, including automotive repair labor which is currently excluded. • Extending the sales tax to services will increase the costs to small businesses. Continued on next page Page 11 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

Announcing ASCCA’s 2018 Raffle! Sponsored by AESwave ASCCA is currently selling raffle tickets to win an Autel MaxiSYS ELITE with 2-Year Software Update (MSRP $4,595.75). Tickets are $25 each and the proceeds will benefit ASCCA and your local chapters ($5 of every ticket sold will go to the local chapter). The drawing will take place at the May Team Weekend event in Sacramento on Saturday, May 19, 2018.

To read more and buy tickets, go to: https://www.ascca.com/ascca-2018-raffle

BILLS for Automotive Aftermarket Industry Legislative Day Continued from P.10 • The bill will have a disproportionate impact on low-income individuals, whose older cars need repairs more frequently. Increases the cost of vehicle service and repairs making it less affordable for working families who need transportation for work and taking kids to school. • This bill also challenges the effectiveness of clean air programs such as smog check. A sales tax on automotive labor will have a negative impact on policies estab- lished by the State regarding clean air and climate changes---the BAR touts the importance of properly maintaining a vehicle to promote healthy air through cleaner vehicles. • It will increase the cost for auto body repairs and may cause some vehicles that can be safely and properly repaired to be unnecessarily “totaled”. • With higher automotive repair costs consumers are more likely to forgo regular maintenance and repairs, leading to potential vehicle safety issues. • It will encourage the underground economy, those who cannot afford to pay additional taxes which creates an unfair advantage for legitimate small businesses that abide by the rules. ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 12

The customer experience or CX is the sound of all So it's not price that bring people experience a customer has with a supplier of goods and to them, but it's the overall experi- or services over the duration of a relationship. They can ence. The question is can we take include the wireless discovery attraction interaction, any of these companies’ great purchase, used cultivation and advocacy. It's the ability experiences and add them to our of a company to deliver an experience, not just a product already great customer service? or service, but an experience that sets you apart in the Let's look at what I call touch points - these are moments eyes of the client. With the cleanup accommodation of when we work with our clients that are opportunities to goods and services, in other words, we seem to make provide, not only great customer service, but the experi- everything a commodity not a service. We have to do ence that sets us apart from everyone else. different things to make our customers pick us over the multitude of people to do what we do. Whereas the price • The first touch point is our marketing. difference used to be something that made a difference, We spend vast amounts of money marketing our brand it's no longer the real reason people buy from us. or name of our expertise, but do we think of it as an Customers are demanding more customer service. In experience for the customer? The information we the United States, it is so poor that mediocrity stands out. provide, the pictures on the advertisements, the words So what we have to decide is how to make our business we use, will help us determine the experience the deliver a great experience to the customer. Most of us customer has. They need to be positive, bright and up- are fixing cars properly, most of us are delivering good lifting. Change your marketing on a regular basis so it customer service but are we delivering an experience? doesn't get old and stale. Changing the way you market Over 80% of the businesses called state that they offer and advertise are all part of delivering a great experience great customer service and great customer experience whether with the website, direct mail, or social media; try but only 8% of the customers feel the same way; that's a to deliver an experience that makes you different than all huge disconnect and opportunity for us to excel in our the other repair shops that are doing the same thing you marketplace. Delivering an experience is one of the most are with trying to get a customer to use your products important aspects in achieving success for companies in and services. Make your advertising appealing, specific all industries. and direct. Make sure to provide basic information: What we deliver as a customer experience is not always phone number, website address, as well as your physical what the customer wants. We can deliver what we think address and even a small map to help them see how they want; their desires are different than ours. We need convenient you are. to look at the difference and deliver what they want within • The next touch point is going to be the phone call! reason. One thing that seems to be universal is that Most of your customers are going to call you on the most customers don't think we listen to them. If you go phone. Your sign advertisement, your name was back and really explore the last interactions you have referred to them, they googled you, or searched for you with your customers, we made mistakes because we on the Internet. What's the experience when you answer didn't hear all the things they said, all the concerns they the phone… what is it the customer will hear? Is it I’m too had, so the experience was poor because we didn't hear busy and you're bothering me? Or is it don’t ask me them. The first step and a great customer experience are stupid questions I don't have time for that? Or are you to be a better listener. happy to hear from them; do you genuinely want to help Think about the great customer experience companies. them, are you interested in helping them solve their Disneyland is known as the happiest place on earth, also problem? I'll put money in your pocket? Because your the cleanest amusement park I've ever been to, also customer makes that decision. Sometimes into 5 to 10 having the nicest people; it is quite an experience. Then seconds of the phone call. If you're not smiling when you there are companies like Starbucks and Nordstrom. answer the phone your body language, yes body lan- Nordstrom is legendary for their customer service. The guage, conveyed by the speed tone and warmth of your Internet shoe giant Zappos, one of the largest retailers on voice tell the customer what you're really thinking. I call a the Internet, Amazon. The most common thing with all of lot of repair shops and I can tell by the way you answer these companies is the experience of using their services the phone if you have a good day or bad and I know your or products, using their websites, their people, is it's a customers can tell the same thing. So let's answer the great experience and none of these folks are the cheap- phone with a smile in our voice and on our face and be est in our marketplace. Nordstrom and Disneyland prepared to help them through a difficult time. cannot be called cheap by any means! Continued on next page ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 13

In most cases delivery of the vehicle includes going • The next touch point over the repair order explaining everything you did, After the phone call I bring my vehicle in and I'm going everything you repaired, and even the things not re- to leave it with you. Make it simple, reassuring, easy, paired. Showing the parts that were replaced, walking convenient. In other words the easier it is the better the them out to their clean conveniently parked automobile experience. Most of your customers are in a hurry to get and thanking them with a handshake will mean more to work, or the kids to school. The faster and easier than fixing the car properly to many people. Also make their drop off is the better the experience will be for your sure you deliver what I call “The promise of warranty”. customers. Make sure you go over your warranty! How long it is, • What's my experience at this point? what it covers, what it doesn’t cover - this is a huge asset to the customer. It provides protection and Are you easy to find, is the signage well done, is it clear security of the money they spent, but most of us spend and readable? Can I get into your parking lot and find a very little time in reviewing this warranty. I feel it’s one parking space? Is the office well marked so I know of the most important parts of delivering the vehicle. where to go when I walk into your receiving room? What do I see? What do I smell? Is the person in the When you deliver the vehicle there should be no office happy to see me or just sitting behind a desk and surprises. You should have already talked to them doesn't move when I walk in the door? If somebody about what’s wrong and what you need to do to fix it walks in your office and you're sitting down you should along with how much it’ll cost and then deliver it on stand up and walk towards them yourself; smile be- time. The number 1 complaint that I hear about most cause if you just sit there behind your desk or sit at the service facilities is they didn’t meet their promised time. counter and don't make any effort the customer feels So always remember under-promise and over-deliver. that you don't care. And make sure your body language • Our next touch point - Our follow-up. is positive, open and friendly. Your customers are com- Sometimes the after the sale and repair process is more ing to you because they have a problem, they need your important than anything that came before it. Every help they don't want to talk to somebody that is having a customer should get a thank you in an email. A hand- worse day than they are. The time and effort you spend written thank you is better. I believe that all customers in taking the car, explaining the process, how you do should get a personal phone call. I don’t think the things and what they can expect from you, such as a service writer should make those phone calls because thorough inspection and a phone call to go over the in- they won’t be told the truth. If you can, the owner spection and talk about the vehicle’s condition, so they should make that phone call - that makes it a very have a clear expectation. When you do call and talk to special call. If the owner can’t, than have somebody that them about the vehicle make sure to be prepared; don't the customer doesn’t deal with on a daily basis make waste their time, have your notes written, your estimates the phone call; they will be honest with the person they done and practice, so when you present to them you don’t look in the eye every time they bring the car in. If sound confident and knowledgeable. When I contact a there’s a negative remark then the service writer should customer to talk about the vehicle the first thing I asked follow up immediately and do what’s necessary to make them is do you have a moment to talk about your car? it right. Respect their time and they will appreciate what you do for them much more than if you just start informing We want to make sure to send in their maintenance re- what’s wrong and how much it'll cost. When giving them minders, recommended service reminders and remind- the update on their vehicle telling about what the inspec- ers about any work we talk to them about but did not tion revealed, make sure you have a prioritized list high- complete. Don’t overlook this. Many people forget est to lowest importance; be respectful of their time and about their cars as soon as they drive out your driveway money, be prepared have empathy for them and above and your reminders will drive them to action. This is one all else be helpful. A key phrase is “I want to help you of the most important and often the most overlooked budget your time and money to provide safe dependable and underutilized tools we have to keep customers reliable transportation”. Most customers want that very coming back. I also like to include in my follow-up what I thing! So give it to them. call non-sales point of contact. What this is is something that says I was thinking about you without asking them • The next touch point - the actual delivery of the for money. Some of the most common would be like vehicle. birthday cards, holiday cards of any type, don’t just think Make this experience as grand as possible. When they the end of the year holidays, Fourth of July, Thanks- leave your shop they want to feel good, not only about giving, Valentine’s Day - anything that makes you differ- trusting you to repair their car but that they spent their ent while standing out from all the other repair shops in money wisely and didn’t waste it. your area. Continued on next page

ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 14

And of course, the most important thing if there is a problem, handle it immediately when a customer calls you and says I have a problem. Simply start with bring it down now- you’d be surprised how far that goes to improving that custom- er’s experience. You should talk about that you stood behind your warranty and didn’t hassle them or fight them about it to far more people than if you gave them the car repairs for free. Find a way of making the customer have an experience they’ll remember and talk about when they bring their car in for car re- pair. From how great your facility looks to how good your coffee is. The fact you have water for them, the right magazines, the cars clean when they get it back and delivered to them in a little unique way, that’s what they’re going to remember and talk about. If you don’t believe me think about who you do business with and why you spend money with them and I think you see they do things that make the experience a little nicer, a little smoother, a little faster, that’s the position you want to be in. If you have a great experience then price falls very far down their buying list. Mostly customers buy because of trust relationships and then the experience. Fourth or fifth on the list will always be price. And it doesn’t matter the cheaper you are there will always be somebody cheaper. So the best thing you can do is provide an experience that says I’m not going anywhere else because I enjoy what they do for me. Please remember all of us at ESI are here to help you achieve success. If you’d like help in developing the right experience feel free to give me a call or send me an email I’d be more than happy to spend time with you. My phone number is 888-526-3039, Email me at [email protected]. If you would like to be on our email list for seminars in your area or shows that I’m speaking, Please go to our website www.ESI seminars.com - there’s a link to be put on our mailing list. Now go out and have a spectacular month.

Location: Fuddrukers, 1975 Diamond Blvd, Concord ~ Schedule: http://www.ctionline.com/ click on “Class Schedule” at the top of the page. Email [email protected] if you have any questions. Page 15 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Chapter 20 appreciates its Associate Members and Branch Members BG Fleming Distributing Co. Christopher Smith 916-223-0559 [email protected] Hunt & Sons Tim Lockhart 707-747-9500 [email protected] Farmers Insurance Slav Boston 925-519-6670 [email protected] Scott Phillips, CPA, Inc. Scott Phillips 925-274-0600 [email protected] SC Fuels Mark Williams 408-625-6059 [email protected] 657-236-8175 S.P. Automotive Supply Steve Markus 925-372-4930 [email protected] Standard Motor Products Joe Schwartzbine 916-606-0985 [email protected] Superior Auto Parts Don Smith 925-250-1321 [email protected]

I wish to give special recognition to five of our members Dara Bakhshandeh, John Eppstein, Brad McComps, Chris Branton and Stuart Terry for their unprecedented labor in developing and getting final approval for the first ever Independent Shop two year degree which will launch this Fall at Cuyamaca College. This is a huge step forward towards providing our industry with new technicians and future owners. The impact of their efforts will last for years to come. Up until this time, only the vehicle manufacturers had this type of program, but now independent shops will be able to help train a new generation of technicians. Thank you all for your hard work, but even more important, for your vision. Jerry Kubitsky, ASCCA Ch 24 San Diego, April 2018 newsletter

Hans’ Training Resources ESI – Maylan Newton - Service advisor and Owner management training 888-338-7296 Worldpac Training – worldpac.com/training – Offers both management and technical training, local classes avail- able Car Quest CTI - Offers technical training 1 class every 2 months, contact your sales representative for more de- tails. Techelp - Longer term training to bring your people up to speed with late model electrical systems and classes for smog update and new licensing. Contact Jon Brown: 888-747-8888. Or see his schedule at www.tec-help.com ATG – Automotive Training Group www.atgtraining.com – Advanced training various topics. 800-233-3182, RLO Training/Bottom Line Impact Groups www.rlotraining.com ATI – Autotraining.net – Offers coaching services for shop owners Elite – Eliteworldwidestore.com – On line and service advisor training SSF offers European training topics (MZB, BMW, Porsche) https://www.ssfautoparts.com/ Page 16 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 17 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018 Page 18 Page 19 ASCCA CHAPTER 20, Volume 13, Issue 10 – APRIL 2018

Mission Statement/Core Purpose/Code of Ethics

MISSION STATEMENT: To provide business resources for our members and to advance the professionalism of the Automotive Repair Industry. CORE PURPOSE: To elevate and unite automotive professionals and give them voice. CORE VALUES: Integrity, Compassion, Professionalism, Unity BHAG: Make the public aware that ASCCA means skilled professionalism and inspired customer trust. CODE OF ETHICS: 1. To promote goodwill between the motorist and the automotive industry. 2. To have a sense of personal obligation to each individual customer. 3. To perform high quality services at a fair and just price. 4. To employ the best skilled personnel obtainable. 5. To use only proven merchandise of high quality, distributed by reputable firms. 6. To itemize all parts and adjustments in the price charged for services rendered. 7. To retain all parts replaced for customer inspection, if so requested. 8. To uphold the high standards of our profession and always seek to correct any and all abuses within the automotive industry. 9. To uphold the integrity of all members. 10. To refrain from an advertisement, which is false or misleading or likely to confuse, or deceive the customer.

The Jeff Stich

Memorial

Scholarship CARS is a 501(c)(3) nonprofit. We make it easy to make a difference. https://careasy.org/nonprofit/asc-educational- foundation-inc

Contact information for

ASCCA’s attorney, Jack Molodanof: 916-447-0313 ~ [email protected]

If you would like to make a donation: ASCEF (Automotive Service Council’s Educational Foundation) Jeff Stich Memorial Scholarship www.facebook.com/ 700 R Street, Suite 200 Sacramento, CA 95811 ASCCA.Chapter20/

ASCCA State Office’s contact information: One Capital Mall, Suite 800, Sacramento, CA 95814 Telephone: (916) 444-3568, (800) 810-4272; Fax:(916) 444-7462 Gloria Peterson - Executive Director, Ext 108, [email protected] Mary Putterman - Membership Services, Ext 116, [email protected]