September 2007 in This Issue
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DRIVEDRIVE LINELINE News and Updates From Jasper Engines & Transmissions September 2007 In This Issue... JASPER 4-Speed Takes Montoya to Customer Profile: Preferred Auto Sonoma Victory Care, Inc. pg. 2 Juan Pablo Montoya utilized a JASPER deflection between the engine/clutch and 4-Speed Transmission in his #42 Dodge to transmission axis. Bob Cooper: claim his first NASCAR Nextel Cup Series The input drive to output shaft retains its victory. designed axis centerline to within 0.0015” Think Each Complaint Montoya passed Jamie McMurray with under race conditions. The entire independ- Doesn’t Have seven laps to go to win the Toyota/Save Mart ently aligned rotating assembly allows for Much Effect on 350 at the 12-turn Infineon Raceway road nearly 99% transmission efficiency under Your Bank Account? course. dynamic loading. You’re Kidding Montoya was one of eight drivers running The transmission’s sliding clutches to Right? pg. 3 the JASPER 4-Speed Transmission at Sonoma shift control assembly was redesigned to that weekend. Also running the transmission retain perfect alignment for reduced wear JASPER Brings were: and more precise shifts. Service Truck to The JASPER 4-Speed also includes an Road Course #20 - Tony Stewart #00 - PJ Jones exclusive patent pending shift control design Races pg. 4 #96 - Ron Fellows #55 - Terry Labonte that allows for reduced ratio for detent and #44 - Dale Jarrett #40 - David Stremme interlocking components which greatly JASPER Receives #41 - Reed Sorenson improves shift reliability, quicker shifting, Verizon Supplier and virtually eliminates a missed shift. The Environmental Montoya, who jumped to NASCAR from shifter housing can be easily disassembled Excellence Formula 1 late last season, started the 110-lap for service with very few tools. Award pg. 5 race 32nd, and became the first Cup driver to Gleason Manufacturing, which manufac- win on the California road coarse starting fur- tures premier gear cutting CNC New Car Smell ther back than 13th. His first Nextel Cup win machines, was selected as the pro- Wears Off... came in his 17th start. duction manufacturer of the gears Payments Linger “Sonoma is one of the toughest tracks the and shafts for the JASPER 4-Speed. for Years pg. 6 Nextel Cup drivers visit,” says Mark Harrah of Jasper Transmissions, LLC. “Drivers com- (continued on page 7) plain about transmissions when they race at Giving Back... pg. 7 Sonoma, but we received nothing but compli- ments about the JASPER 4-Speed.” Already a proven winner on the race track in the NASCAR Craftsman Series Truck with Jack Sprague, along with several top-10 fin- ishes in Truck and Busch races, this transmis- sion, developed by JASPER, includes Published by: several patent pending improvements Jasper Engines & including the ARC input shaft design. Transmissions This design allows for complete isolation of P.O.Box 650 spinning transmission parts to clutch/engine Jasper, IN 47547-0650 components. The ARC input shaft design Phone: 1-800-827-7455 Eight NASCAR Nextel Cup teams used the Fax: 1-812-634-1820 allows for up to .98 degrees of dynamic JASPER 4-Speed at Sonoma, California, this year. www.jasperengines.com Preferred Auto Care, Inc. Preferred Auto Care is based in Cape JASPER products in them as well. Coral, Florida. It is a facility that provides “Recently we purchased an Allison 1000 all automotive and light-duty truck servic- Series transmission for one of my tow es, as well as quality JASPER remanufac- trucks and are very pleased with the per- tured products. formance and reliability,” says Wes. In 1983, at the age of 19, Owner Wes As for the product itself, Wes says he Dale had zero automotive experience, and doesn’t have to be ‘sold’ on JASPER. was in a Community College studying for He’s seen the quality first-hand by taking an Engineering Degree. “I took a night a recent factory tour. “Everyone from the job pumping gas,” said Wes, “and after a tour guide, to management, to Associates year and a half, the owner put me on the and techs on the factory floor made me day shift and I was hooked.” feel so valued as a customer that it almost Wes finished his two-year degree, but overshadowed the quality and attention to chose the automotive field instead. In the detail I saw. Every person I spoke to 1995, Preferred Auto Care was founded at took so much time making me feel as its present address at 1119 Cape Coral proud to sell their product as they were to Parkway East in Cape Coral, Florida. build it.” The business is on a corner lot in the Preferred Auto Care does not generate heart of downtown Cape Coral. There are business through advertising, but by word four service bays under 2,000 square feet of mouth. Wes feels the customer is his of work space and a small waiting room. best form of advertising. “60% of our Because of city code restrictions, Wes can- customers (including fleets) don’t even not physically increase the size of his ask price... just ‘when,’” says Wes. “If a building, so he has focused on building his repair is $100 or $1,000, they know that internal business, which over the years has their bill reflects exactly what was needed increased ten-fold as compared to the prior to get them back on the road.” ownership’s operation of 20 years. “We’ve Wes and his staff make it a point to done this through service and honesty,” always smile and actually listen to their says Wes. customers. They ask lots of questions, “If you NEVER lie, you never have to and try to educate customers so they can remember what you said... Be honest and get the best service from their vehicles, straightforward,” added Wes. “We always and his shop. advise the customer what it takes to get Technical training plays an especially their vehicle back on the road NOW, but important role at Preferred Auto Care. we also advise the customer what is need- “Over the years, cars have become more ed to KEEP their vehicle on the road next and more difficult to repair,” says Wes. week, month, year, etc.” “Technicians that don’t train are getting Preferred Auto Care has been a faithful out of the field. The rest of us need to installer of JASPER remanufactured educate the customer that we aren’t engines, transmissions and differentials for ‘grease monkeys’ anymore. We truly are the past five years. His tow trucks have professionals.” Customer Because of city codes, Preferred Auto Care in Cape Coral, Florida, cannot physically grow 2 Profile in size, but it has grown significantly in its internal business. Think Each Complaint Doesn’t Have Much Effect on Your Bank Account? You’re Kidding, Right? by Bob Cooper, President, Elite Worldwide, Inc. Now let's look at the time you spend • 25 minutes of customer Bob Cooper on the “internal” communication that communication - $38.00 comes along with each complaint. This has functioned is the time you spend with your techni- • 30 minutes of internal as the developer, owner and an cians and service advisors discussing communication - $45.00 operator of some the cause, the resolution, and the pre- of the most suc- vention of future complaints. Here at • Direct Marketing cost to replace cessful auto Elite we feel 15 minutes is a realistic 1 of 5 - $6.00 repair shops in number when it comes to this “internal” North America. communication, and then we'll also • Loss of productivity (30 minutes) - He has been need to consider the same amount of $90.00 nominated for entry into the time, at a minimum, of your employee's “Who’s Who in American time. So your “internal” communica- Total: $179.00 Business.” He is a member of tion will cost you at least 30 minutes the prestigious National with each complaint. Speakers Association, and he is Now let's shift gears and talk about Now if you think $179.00 is a big one of the nation’s leading the cost of customer attrition and the number, please bear in mind we're talk- authorities on both personal and cost of marketing that will come along ing about customer “complaints” not career success. Today, Bob with each customer complaint. In warranty “repairs.” In addition, we speaks nationally as well as regard to “customer attrition,” regard- haven't taken into consideration the eco- internationally to many trade less how well you handle the customer nomic damage to your reputation, the associations, universities, pri- complaint, you run a higher probability damage to employee morale, the loss of vate banking groups and of losing that customer than losing an income that's associated with the loss of Fortune 500 companies. otherwise satisfied customer. the customer or the direct cost of any So going under the presumption that repair. That's also why the industry When it comes to customer com- you run a good business, and with the superstars all follow the same path. plaints, most shop owners and dealer- assumption that you'll be able to retain They invest in training, they go the ships seem to have a sense that there's 80% of the customers that complain, extra mile to deliver extraordinary serv- some economic price they'll pay, but you'll still be losing 20% of those that ice, they use high-quality vendors like when asked how much each complaint do. Subsequently, you're now faced JASPER and they follow up with each may cost, they typically have no idea! with the marketing cost of replacing and every customer.