Ratchet+Wrench - May 2024

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Shops That Perform 40% Maintenance Are More Profitable

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MAKING THE JUMP

Even amid a technician shortage, some shops shy away from dealership technicians. Not Andy Bizub of Midwest Performance Cars. He talks about why these technicians can be hidden gems if properly integrated into the shop.

BY CHRIS JONES

Finding the needle in the haystack

Texas will end mandatory state inspections. Is this becoming a trend?

How to hire your first service advisor CORALEE ZUEFF

Paying a tech $100K a year may be easier than you think KATHLEEN CALLAHAN

How acknowledging your mistakes builds trust with customers

Teaching advisors to say “Yes” to customers

A CONTINUING LEGACY

Jessica Carrino of Sparks Tire & Auto didn’t plan on a career in auto care. Now she wouldn’t have it any other way.

BY KACEY FREDERICK

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GOING BELOW THE SURFACE

The top talent isn’t always at the top of the stack

BY CHRIS JONES

David Robinson. Scottie Pippen. Kevin Johnson. Reggie Miller.

Apart from being NBA Hall of Famers, what do these four men have in common? They were all selected in the 1987 NBA Draft, with David Robinson being No. 1 overall, followed by Pippen (No. 5), Johnson (No. 7), and Miller (No. 11). What they also all have in common is that despite their high draft position and subsequent successes—Pippen went onto become a six-time champion and Robinson a two-time champ—none of them were the Rookie of the Year in this draft class. That honor went to point guard Mark Jackson of St. John’s University who was drafted by the New York Knicks at No. 18—a diamond in the rough. It marked the first and only time in NBA history where the Rookie of the Year wasn’t a top pick.

I tell you this story to remind you that anomalies exist. The Mark Jacksons, the Tom Bradys, the Manon Rhéaumes of the world—NHL fans will remember her—hard-working individuals with a chip on their shoulders looking for a chance to prove themselves in a world of seemingly better qualified competition.

Mining for diamonds isn’t easy, but it sure is worth it.

In this month’s feature “Beat the Dealer” (p. 22), Andy Bizub, owner of Midwest Performance Cars, and his business foreman, Brandon Ludwikowski, tell how they find and polish topflight dealership technicians. The leap from the dealership into independent repair can be challenging for some techs. Bizub and Ludwikowski detail how they’ve been successful in integrating dealership technicians and getting high efficiency from them.

In The SOP (p. 18), Danica Motors Service Manager Coralee Zueff talks about how to find service advisors and help them get acclimated to the position. She encourages shop owners to get creative and leverage the past lives of their new advisors to help them see the bigger picture to better serve the shop and its customers.

While every shop owner wants their next hire to be a generational talent, it’s sometimes those scrappy, hard workers in the middle rounds with something to prove who warrant a closer look. Give it to them

CHRIS JONES, EDITOR CHRISTOPHERJ@ENDEAVORB2B.COM

THE DRIVING FORCE FOR AUTOMOTIVE SERVICE PROFESSIONALS

The Auto are Alliance is a new and growing network of like-minded individuals dedicated to helping one another thrive in the ever-changing and fast-paced automotive service industry.

The Auto are Alliance is a collection of associations, both state and regional, that all serve the same mission and purpose: to serve their members with unique, relevant and timely benefits and resources.

Management & Technical Training

Shop Management Software

Parts Rebate Programs

Mentorship and Support

Marketing Resources

EPA & OSHA Hotline

Wage and Hour Hotline

Employee Assistance Program

We aim to strive f or and promote professionalism an d excellence withi n the independent au tomotive service industry though ou r alliances

JUMP START

THE INCREASING DISAPPEARANCE OF STATE SAFETY INSPECTIONS

Texas is the latest state to forego required safety inspections. What does that mean for shops and their customers?

BY KACEY FREDERICK

Of the millions of drivers in the state of Texas, each one has had to have their vehicles inspected by a certified inspection station. Beginning in 2025, however, Texan drivers will stop paying for inspections and instead be charged that money for registration fees.

The elimination of required safety

inspections not only impacts road safety but the operations of repair shops across the state. With Texas being far from the only state to do away with annual safety inspections, Thomas Eanes, general manager of Veteran Auto Repair in Wichita Falls, Texas, discusses what repair shops can do in the face of this change.

The Inspection That Cried Wolf

Eanes credits improper inspection procedures as the main culprit behind the Texas decision. He’s seen shops neglect to report when a vehicle has failed the inspection test, opting instead for repairing the issue and then putting it down as if it

had initially passed. As a result, the state receives misleading data suggesting a much lower rate of safety issues cropping up than what is being seen.

Lawmakers began to question whether safety inspections were having any real impact on safety. Maintaining the program has been no small cost for Texas, which has had to hire people from across the state to keep these inspection stations in check.

This is something that can require a great deal of time and resources, such as when performing ‘ghost inspections’: a practice in which a state employee sends in a vehicle to an inspection that is set up for failure. If the inspection station failed to detect and note the existing issues, they would be fined.

“So this is a win-win for the state,” describes Eanes. “They’re also not having to pay out the money for these computers and stuff that they send to all the different inspection facilities–but now they’re grabbing that $7.”

The $7 Eanes refers to is the fee drivers pay for state inspections, which goes

to the facility performing the test; but, beginning next year, that money that was being paid to local businesses will now be added to vehicle registration fees collected annually by the government.

“There will be some money that was lost to some of the shops, more specifically, the shops that actually performed it correctly (and) did it right; there was a failure, and then it goes back in and (they) retest it as a pass,” Eanes says.

Shops that offer safety inspections will also lose a valuable source of customer outreach. For a town with a lot of people coming and going–like Wichita Falls, which houses a military base–a simple search for places offering safety inspections is what can introduce your business to a new customer. For Veteran Auto Repair, that’s how some of their business is gained.

Passing the Buck to ... Who?

Even though required safety inspections are being done away with, vehicle safety laws will still apply: if a police officer catches you with a busted taillight, you can still be pulled over and fined for that.

But for many drivers, it’s more financially beneficial to ignore the problem and bank on not getting caught when there’s a chance they may not.

Of all the state’s law enforcement divided by every driver on the road, the chances of them being able to find every safety violation are slim. Worn brakes, inadequate tires, bad oil: these are all relatively simple things, but not something that could be easily noticed while passing by.

If an officer manages to spot a vehicle violating safety standards, it could often be cheaper for the driver to get ticketed than to seek out the repair, with concern for safety falling to the wayside.

“Some of these newer cars, the third brake light is actually an LED assembly that’s almost $1,000. And this is on a GM vehicle,” Eanes says. “So, are you going to go out and spend $1,000 on a five- or 10-year-old vehicle that’s got that light setup on it, or are you going to keep taking your chances on the $50 fine?”

With the price of automotive parts and repairs already being a huge burden

on individuals and families, the choice to simply delay and ignore the problem until it’s unavoidable can be tempting. Without requiring safety inspections, what ways are there to encourage drivers to still practice upkeep on their vehicles?

Having been in the industry since he was 18 years old, Eanes’ 36 years in the automotive field have found him everywhere from dealerships to managing various shops. In that time, he’s seen a slow decline in automotive education for young people, leading to many growing up and learning to drive while neglecting the essential safety functions of their vehicles.

During Eanes’ time working at dealerships, he would conduct programs for vehicle owners to help educate them on the vehicles they had just purchased. He would get in touch with everyone who had bought a vehicle from them in the last month–used or new–and would obtain owners’ manuals for each vehicle and invite them to come and sit in on an informative session.

He would provide attendees with food

and drinks and begin by going over simpler functions: how to operate the CD player, how to use cruise control, or how to program a garage door opener. As the class progressed, Eanes would transition into discussing what could impact their safety. They learned how to measure their tires’ tread depth, the importance of wearing a seatbelt, and the risk airbags can pose.

The gap in what the drivers knew and didn’t know quickly became clear to Eanes, and it’s something he’s seeing more and more, leading him to hope for a push in educating drivers.

Committed to Safety

Ignorance is bliss–but for a driver, it can become increasingly dangerous the older they get and the more careless they can become.

“You get someone who’s been driving for 40 years, 50 years: they think they’re the Mario Andretti of driving on the road. They know it all, they’ve done it all, they can handle their car, no matter what,” says Eanes.

With the cost of car ownership already being so high, it isn’t surprising that people who aren’t as involved with automotive work won’t make it a priority to keep everything in check. It can be easy to ignore something until it becomes a problem, but when it does, it can be much worse than simply receiving a ticket: it can mean injury or death.

“They say there’s one death every minute of every day in a motor vehicle accident,” Eanes states. “You got cell phones: some of it is careless driving or not paying attention. But there’s gonna be a lot out there that’s safety stuff; that if you had better tires, maybe you wouldn’t have hydroplaned and went off the road. If you had better brakes that work correctly, you may have been able to stop better.”

Statewide required safety inspections are something that helps keep drivers accountable, but in their absence, repair shops have a duty–now more than ever–to ensure their customers aren’t driving a vehicle that threatens anyone’s safety, including their own.

California Auto Technician Holds Informative Workshops for Women

An automotive technician in San Diego, California, is using her skills to introduce other women into the trade, reports Fox 5 San Diego.

In 2008, Talena Handley participated in the Honda PACT program, and a year later became an automotive technician. From 2008 through 2010, she worked in several racing series such as Rolex, F430 Challenge, and Redline.

Since then, she’s launched Girlie Garage: an automotive consulting and education program that helps new and young drivers learn about their vehicles and how to take care of them.

Girlie Garage’s mission is summed up in its slogan: empower, education, consult. Handley aims to equip young women with the knowledge they need to avoid being taken advantage of and so that they can have informed discussions about their vehicles with other techs.

Handley conducts three-hour workshop sessions where attendees learn about basic automotive safety and maintenance, how to communicate with a technician, and how to handle

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emergency situations. In addition, she also offers automotive consulting to help drivers make the best decisions for their vehicle and budget.

“They have the words and the lingo to make sure that they’re having those educated conversations with mechanics,” said Handley of her workshop sessions.

U.S. House Subcommittee Holds Hearing on Electric Vehicle Fire Risks

During a recent hearing held by the U.S. House Science, Space & Technology Committee’s Investigations & Oversight Subcommittee, the fire risks presented by electric vehicles and how to handle them was discussed, according to a press release from the Automotive Service Association.

During the Feb. 29 hearing, Subcommittee Chairman Obernolte (R-CA) stated that EV fires can be more intense than those caused by internal combustion engine vehicles, spiking to temperatures much hotter and emitting toxic chemical gases. A lack of guidance and resources on the issue from the federal government was cited as something that needs to be improved.

Part of the hearing was dedicated to strategies for combatting EV fires. Subcommittee Ranking Member Foushee (DNC) suggested pursuing further studying into lithium-ion batteries: looking into why they have the reactions they do, if there are better ways to design the batteries, and developing tools and techniques to handle battery fires.

Dan Munsey, fire chief for the County of San Bernardino, California, was the first of two witnesses that spoke before the subcommittee. Munsey expressed concern for the safety of auto repairers and said that consumers must be informed on how to safely charge EVs and what modifications should be avoided.

The second witness, Dr. Judy Jevarajan, said that it may be viable to remotely access EV batteries in order to identify battery cells that are still active and to easily update its software. However, Dr. Jevarajan also pointed out potential cybersecurity risks with the idea.

Following the hearing, ASA Board of Directors Chairman Scott Benavidez commended the subcommittee for having

a discussion on EV fires, highlighting the risks it poses to the auto repair industry, as well as how first responders could benefit from partnering with independent repair shops.

“Repairers possess high baseline expertise in automotive issues, which make us ideal partners for first responders trying to prevent or extinguish EV fires,” said Benavidez. “ASA calls on the federal government to coordinate with the independent automotive repair industry in its efforts to address the growing concerns surrounding fires caused by electric vehicles.”

NHTSA Launches Probe into More Than 50K Hondas Over Emergency Braking System

The U.S. National Highway Traffic Safety Administration has launched a preliminary probe into certain Honda vehicles following reports of a malfunctioning emergency braking system, reports Reuters. Vehicles affected by the problem include Honda Insight hybrid vehicles and Honda Passport SUVs from model years 2019-2022, representing a total of 250,712 vehicles.

The problem appears to be with the automatic emergency braking system activating at inappropriate times. According to 46 complaints received by the Office of Defects Investigation, the problem has led to three crashes or fires and two injuries.

The preliminary probe is the first step in an NHTSA investigation and consists of reviewing consumer complaints and manufacturer service bulletins to determine if there is an inherent safety risk in the vehicles. Honda has expressed that it is working cooperatively with NHTSA while also conducting its own internal investigation.

Longtime Massachusetts Auto Shop Owner Honored by Local Leaders

A shop owner in Lynn, Massachusetts, received recognition from local and state leaders for the nearly six decades of service he’s provided to the community, the Daily Item reports.

Rod Deland has owned and operated R&R American for the past 56

years. Having a genuine passion for his work, he has worked throughout his career to stay up-to-date with automotive technology, regularly attending educational classes and keeping his shop walls covered in shelves of books and manuals.

Though there’s no other career he’d rather be in, he’s reached the age where he feels ready to retire.

“I got up one day and said, ‘50 hours a week? I’m 76, I’ve had enough,’” said Deland.

Having become a staple of Lynn, this past weekend Deland was presented with citations from Mayor Jared Nicholson, State Rep. Dan Cahill, and State Sen. Brendan Crighton, commemorating his contributions to the community.

Rep. Cahill described R&R American as being an iconic part of the town, while Sen. Crighton was touched by the candy and toys they provided to his children at the event.

“I stopped by on your last day … I was just so touched by your reflections on so many decades of service to this community, particularly your pride and all the folks you’ve helped along the way,” said Mayor Nicholson.

Deland has undoubtedly earned his retirement. When asked what he plans to do next, his reply was “what he wants, when he wants.”

Advance

Auto Parts Donates $50K to Mobile Health Care Services in Florida

According to a recent press release, the Advance Auto Parts Foundation made a $50,000 donation to Care Resource, a nonprofit providing medical care to South Florida residents.

Along with a grant from the Health Resources & Services Administration, the gift from Advance Auto Parts has allowed the organization to acquire a mobile health unit, making it possible for at least 2,000 additional people in Broward County to receive care each year.

In return, Care Resource presented the Advance Auto Parts Foundation with its Community Appreciation Award and inducted the company as the newest member of its Keystone Society.

“Every person deserves the opportunity for a full, healthy life, which is

why community health is a key pillar for our Advance Auto Parts Foundation,” explained Advance Auto Parts Foundation President Elisabeth Eisleben. “Together, with Care Resource, we are making a tangible difference in the lives of individuals and families, ensuring that no one is left behind in accessing the vital healthcare they deserve.”

Ford Moves Away From Electric Vehicles to Hybrids

Ford is delaying its plans for electric vehicle production in favor of pushing more hybrid models, according to Jalopnik.

A report from the Guardian revealed that Ford will be pushing the launch of its new electric pickup truck back by one year to 2026, and its three-row electric SUV has been delayed by two years to 2027.

Instead, Ford said it plans to bulk up its selection of hybrid vehicles, with hybrid powertrains expected to be offered across its lineup by 2030, according to a report from Reuters.

With hybrid sales up 45% in the first half of 2024 and EV sales slowing down, the decision for Ford to refocus more on hybrids isn’t surprising. The U.S. Environmental Protection Agency loosening its timeframe for automakers to adapt to EV production has also lessened the pressure on manufacturers to accelerate the push for EVs.

Vehlo Acquires Shop Management Software Shop-Ware

Vehlo has acquired shop management platform Shop-Ware, according to a press release.

Created in 2013 by Shop-Ware CEO Carolyn Coquillette, the software provides a customer communication interface with access to digital media, live chat, online approvals, and payments. Its Parts GP Optimizer utilizes advanced machine-learning techniques to improve individual parts sales.

Vehlo CEO Michelle Fischer noted that the company was impressed with Shop-Ware and believes it will be a valuable addition to its lineup of shop management solutions.

Coquillette will continue to work within

Vehlo’s aftermarket leadership team to lead Shop-Ware.

“This alliance allows us to harness the sought-after partner synergies underlying this industry to foster the longoverdue digital transformation,” said Coquillette. “Via this acquisition, Vehlo will scale its influence and market share, and we are thrilled to work together across the portfolio of outstanding companies and people to accelerate our cumulative growth even further.”

Increasing Doubt Surrounds Major Automakers’ Electric Vehicle Production

The electric vehicle transition is not going as seamlessly as hoped, with several automakers now revising their plans for rolling out EV models, reports CNBC.

Though early adopters of EVs bolstered its place in the market, that trend may soon be slowing down as manufacturers attempt to sell EVs to a more mainstream consumer base.

As companies including Ford, GM, Mercedes-Benz, Volkswagen, Jaguar Land Rover, and Aston Martin move towards scaling back their plans for EV production, Tesla CEO Elon Musk remarked this past January that the company is preparing for a significantly lower rate of growth.

Marin Gjaja, chief operating officer for Ford’s EV unit, describes the rise in popularity of EVs seen in 2021 and 2022 as being a “temporary market spike.” Though the demand for EVs is still on the rise, it’s not as dramatic as it initially seemed.

In response, automakers like Ford are putting hybrid vehicle production into full gear. GM plans to offer plug-in hybrid electric vehicles alongside EVs and ICEs. Companies including Hyundai Motor, Kia, and Toyota Motor are all looking to have a diverse range of electrification options in their vehicles.

Automakers are putting more of a focus on consumer adoption, global emissions regulations, and EV charging infrastructure, using it as a determiner of where their EV plans will go next. In addition, the upcoming U.S. presidential election is causing automakers to be more reserved with EV plans, as Donald Trump is expected to do away with Biden’s fuel economy mandates.

TOP 5 MARKETING TOOLS USED BY AUTO REPAIR SHOPS

A snapshot of how auto repair shops are targeting customers and prospects

BY CHRIS JONES

Customers want your services, and every shop has a different relationship with marketing. As indicated in the 2023 Ratchet+Wrench Industry Survey Report, 10% of shops outsource marketing, 40% handle those operations in-house, and 32% share the role with an outside service provider.

Here are the top five ways shops are targeting their customers and prospects:

Did You Know? 37% of shops not marketing at all have an average annual revenue of $500,000

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HIRING A GREEN SERVICE ADVISOR

Coralee Zueff, service manager at Danica Motors, talks about the basics of hiring newbies in the front of the house

BY CORALEE ZUEFF AS TOLD TO CHRIS JONES

Coralee Zueff is the service manager at Dancia Motors where she began as a service advisor in 2014. Zueff’s love for the automotive industry started in adolescence when she took an automotive class in high school. During her work as a service manager, Zueff discovered a passion for training service advisors, and in 2021 she authored “Five Star Service Advisor” as a primer on conducting outstanding communication on both sides of the counter. She’s also started speaking at automotive industry events. Here, Zueff discusses how to find and train service advisors for those dipping their toes into the water for the first time.

As told to Chris Jones

There are a lot of different avenues you can go to find a service advisor. I’m a fan of getting in touch with your local trade schools or with your local high schools to see if there’s somebody there who would be a good fit. In these instances, shop owners can grow their teams and train them how they see fit. With students, you can talk to them about your auto repair shop and what they would do when they work in the position. You could allow the students to visit the shop and do some shadowing—it’d be a good trial with no pressure on the shop owner or student.

Another place to find advisors is to visit local car clubs, car shows, and other places where people who like cars spend their time. Having a love for the automotive industry is very important because

that will come across when they speak to your customers, but you can find someone good at sales and train them in automotive. They could potentially be selling anything—refrigerators, furniture, roofing. If you train people with no automotive experience, it’s important to be patient and not discount the impact of having the advisor see the work you’re asking them to sell.

HELP NEW-TO-THE-INDUSTRY ADVISORS CONNECT THE DOTS

I was training a group of service advisors. We were working on selling brake fluid flushes and the shop hadn’t sold brake fluid flushes in two years, and we talked about the consequences of not doing brake fluid flushes—the expense and

headache the customer is going to have, the risk for accidents, and whatnot. This group couldn’t sell a brake fluid flush for the life of them. So, finally, they went into the shop, saw one being performed on a car, and then the greenest girl there—she had just come from customer service, not from an automotive background—saw this procedure being performed, and likened it to somebody getting a medical procedure or getting an IV fluid exchange. She said, “Oh, it’s just like (an IV); the old fluid is going out and the new fluid is going in.” And that afternoon, she sold the first break fluid flush for the group. Some people are visual learners. They need to see things, see how it works, and then put it in their own words. It helps them to

use examples from other parts of life like health care or the food industry.

THE WRONG HIRE FRUSTRATES THE TEAM

Hiring the wrong person can do quite a bit of damage because as service advisors, they are the face of your shop to the customer. They are making the work orders, ordering the parts, and everything. So, if that person doesn’t understand how your shop does things, they can cause great financial damage. They also need to communicate well with the technician. If they don’t give the technician what they need to diagnose a vehicle, if they don’t order the parts the technician needs, or if they’ve quoted the wrong parts, that frustrates the technician and holds up the

shop. So, it’s very important to remind your new advisor that they shouldn’t be afraid to ask questions. I know an advisor may be afraid to ask a question and will try to figure things out on their own, but that creates the potential for a mistake. Give them room to ask any questions and make allowances for some growing pains that come with the job.

TRAIN INTERNALLY AND THEN EXTERNALLY

Finally, training is important and there are a lot of different options out there. After they’ve learned how you want things done in your auto repair shop, there are many great courses available and conferences that they can go to. It’s important to make sure your new advisor keeps growing.

Coralee Zueff not only works in automotive but also plays in automotive. During the week, she uses her knowledge and experience from over 20 years in automotive sales, service, and parts to increase profit and decrease conflict with both customers and fellow employees. On the weekend, Coralee can be found at the local race track autocrossing her VW Golf R. Her book “Five Star Service Advisor” is often a No. 1 bestseller on Amazon in five countries and counting. Plus ... she’s Canadian.

connect@coraleezueff.com

Coralee Zueff Service Manager at Dancia Motors

MEASURE, MANAGE & MASTER

How to Afford a $100K Technician

Finding the money to pay a top-performing auto tech may be easier than you think

BY KATHLEEN CALLAHAN

We constantly hear about the industry’s technician shortage, and many minds are working toward finding a solution. This is about another challenge we face—once we have good technicians, how do we keep them? I believe there are two main ways: shop culture and competitive pay.

Shop culture begins with the owner. Gone are the days of carrying a big stick and leading through the “my way or the highway” technique. Today, most successful operators realize that a positive culture creates better attitudes and more productivity and profit. We used to live by the Golden Rule: Treat others how you want to be treated. Today, we realize the Platinum Rule is better: Treat others how they want to be treated. This is critical for future success, and I’ll dive into this deeper in a future column (stay tuned!).

It’s challenging to have a low-stress culture if you’re worried about money and how you’ll pay to keep that great staff. Buckle up, grab your calculator, and let’s get into some numbers. It’s not as scary as you may think.

It seems every technician wants to make $100,000 a year now. I don’t think that is unreasonable, provided they can produce enough work to earn it, and you’re charging the right amount to pay it.

To get a tech to $104,000, let’s see what that would look like:

Christine is asking for $2,000 per week and can bill at least 40 hours a week with 100% productivity. Yay! Her loaded cost would be $2,800 ($2,000 x 1.4) if your effective labor rate is $100. Once she produces 28 hours of labor, she’s paid for, and the remaining labor dollars, $1,200, are yours. That’s $62,400 annually.

You’ve read about my insistence that a coach is critical for growing your business. Let’s say they teach you how to implement processes that increase your ELR to $150. Christine is now profitable after 18.7 hours, and you earn $3,195 weekly and add $166,140 to your annual bottom line.

You can afford to pay a technician well and still pay yourself. When everyone is financially secure, stress decreases, morale improves, and productivity improves. Getting coached taught me how to implement the necessary processes in my shop that took my ELR from occasionally hitting $100 in 2020 to consistently being over $150 in 2023. I’m sometimes a slow learner and implementer, but you don’t have to be. With the proper guidance, you could improve your bottom line, beginning with your next repair order. Please feel free to reach out to me and ask questions.

Kathleen Callahan has owned Florida’s Xpertech Auto Repair for 20 years. In 2020, she joined Repair Shop of Tomorrow as a coach to pursue her passion for developing people and creating thriving shop cultures. Callahan is the 2018 Women in Auto Care Shop Owner of the Year, nationally recognized by AAA for three consecutive years, testified for Right to Repair on Capitol Hill, and is vice chair of Women in Auto Care.

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STANDARDS OF EXCELLENCE

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Beat Dealer

HOW

TO FIND,

HIRE, AND TRAIN DEALERSHIP TECHNICIANS FOR SUCCESS IN INDEPENDENT AUTO REPAIR

BY CHRIS JONES

utomotive aftermarket research firm IMR reported in 2023 that 33% of auto repair shop owners indicated that their second biggest industryrelated challenge was finding and employing technicians—up nearly 2% from 2019. In an automotive landscape where finding qualified independent repair technicians keeps auto repair shop owners up at night, one segment of workers could alleviate these challenges— dealership technicians.

Andy Bizub, owner and chief strategy officer at Midwest Performance Cars, which has three locations in and around Chicago, has found these dealership technicians particularly advantageous to his business. In dealership techs, he gets automotive specialists with OE-specific training and high efficiency. But hold your horses before you keyword search ‘dealership auto technician’ on Indeed. There’s a process auto repair shop owners should follow when hiring dealership technicians.

UNDERSTANDING THE DYNAMIC BEHIND DEALERSHIP TECHS

For Midwest Performance Cars, bringing on a dealership technician starts with making sure the alignment is right. Independent auto

PHOTOS BY MN PHOTO STUDIOS

repair shops are operationally and culturally different from dealerships. Whereas independent repair shops emphasize the customer journey through attentive service, vehicle education and advocacy, and overall satisfaction, dealership technicians are designed to be like assembly line workers— highly efficient, detached, and focused on completing prescribed work with the autonomy of an independent contractor and not as a member of a team. It’s something shop owners should understand about a dealership technician’s makeup before interviewing and hiring.

Bizub asserts that it’s important to help dealership technicians embrace a team-first mentality, and while the technicians he has hired have been successful, that’s not always been the case. “That’s a real issue because you do have people who are are steeped in that dealership culture of ‘I’m on my own. I’m a lone wolf’ and it’s eat what you kill. There are some people who (have) been in that and they can’t make the jump,” Bizub says. “We have to realize that not everybody is going to fit into everything.”

Compensation plans are another change dealership technicians learn is different when moving to independent repair shops. In one interview, a candidate asked Bizub how many hours his shop takes back from technicians at the end of the week. The question caught Bizub off guard. Taking back hours, he learned, is the practice of dealerships to reclaim 10% of the hours a technician works at the end of the week to compensate for warranty work or comebacks. Bizub reassured the candidate that his shop didn’t adhere to such practices under any circumstances; technicians get paid for the number of hours they work. “I asked around after that and actually found out that is not an uncommon practice at dealerships,” Bizub says.

HIRING

DEALERSHIP TECHNICIANS

Bizub likes to keep a deep bench and this includes a pile of resumes on hand. He says

his process is to perform a round of interviews with the candidate that begins with one of his three other managers, preferably the manager at the shop where the staffing need exists. The interview is conversational—a chance for the technician and the manager to feel one another out. The candidate is asked about themselves, their professional goals, and why they’re looking to leave their dealership. “Ideally we don’t want someone who’s just going to move for $2 an hour more,” Bizub says.

If the candidate is perceived as a good fit, they’re invited for a second and more substantial interview. This round includes Bizub, the shop manager, and the lead technician.

“(The interview) tends to be more another conversation and really kind of delving into what are their goals, what are the motivations, how do they feel about training, what kind of training have they had, what’s been their experience? What are the pros and cons of the training that they’ve gone to? Any suggestions about the way things work in the industry as a whole,” Bizub says. “We really try to keep it kind of wide open, right, because we want to get the person we want, (we want) the person to be at ease. I’m going to open up and really see who we’re dealing with.”

The technician is presented with various shop scenarios and asked how they would address them. Bizub is looking not only for technical prowess but personality and soft skills. He says with 10 technicians across his three shops, he likes to see candidates comfortable in their own skin. “We’re not trying to create automatons; we’re trying to bring people who are going to bring add additive things to our business,” Bizub says.

Bizub hired a rock star dealership technician who moved to Chicago from Houston—“Very unusual. Nobody moves into Illinois”—for personal reasons. Bizub walked him through a lengthy interview process since the technician was coming from a

“highly reputable” shop in Texas. Bizub says that while the technician had weaknesses, he exceeded expectations in important areas and was hired to help improve the efficiency of his younger technicians. Today, that technician is the foreman at Bizub’s main shop. He has plenty of similar success stories with finding and hiring dealership technicians. While dealership technicians have strong transferrable skills, auto repair shop owners need to be prepared to train them to fit the culture and get them acclimated into a more intimate working en-

TIPS FOR ADDING DEALERSHIP TECHNICIANS

1. Conduct a thorough interview process.

2. Have a plan and set reasonable expectations for progress.

3. Pair them up with one of your existing experienced technicians.

4. Prepare and guide them through the culture change. It’s not going to be learned by osmosis.

vironment. It’s a chance Bizub is willing to get the specialists he needs for his European shops. “We know that it’s going to be an investment on our part to bring that individual up to speed on what we’re doing. So, we’ll pair them up with one of our experienced techs and continually monitor their progress,” Bizub says. “We know we’re going to be getting 100% productivity out of them for some (time), but not a long period of time, and it’s expected. Have a plan and have reasonable expectations. It’s part of our investment in that person.”

MAKING THE LEAP

TIPS FOR SUCCESS FROM A FORMER DEALERSHIP TECHNICIAN

Brandon Ludwikowski is the business foreman at Midwest Performance Cars. Once upon a time, the UTI graduate was a lube technician at a Toyota dealership. He joined MPC as a porter, worked his way up to foreman, and into his current role where he owns a stake in the business. He offers his advice on how shop owners can succeed with dealership technicians.

HOW WAS YOUR TRANSITION FROM DEALERSHIP TO INDEPENDENT AUTO REPAIR? WHAT WAS CHALLENGING FOR YOU?

One of the challenging things was it was a little bit more relaxed in a way where there wasn’t t a whole lot of structure. Now that could have been the old owner, but it seemed there was no real structure whereas coming from a dealership, they instill that structure into you; you have a set schedule, this is what you need to do. I think that helped me a lot when going to an independent.

WHAT SKILLS DO DEALERSHIP TECHNICIANS BRING THAT YOU FEEL ARE A GOOD FIT FOR INDEPENDENT REPAIR SHOPS?

A very specific way of doing things. When a car comes in, we have this exact way of checking the oil level, we have this exact way of doing the oil change, we use a torque wrench on this exact bolt every single time. A direct structure—that’s one thing that they definitely bring.

IN WHICH AREAS HAVE YOU HAD TO TRAIN THEM MOST TO ADOPT THE INDEPENDENT REPAIR TECHNICIAN’S MINDSET?

One of the big things is reconnecting them with the customer. When they’re at the dealership, they don’t really see the customer—they just see it as another car coming through. And they’re going to pick up as much work as they can on it and that’s it. With an independent, we have such a closer relationship with our customers.

FOR AUTO REPAIR SHOPS LOOKING TO HIRE NEW TECHNICIANS, WHY ARE DEALERSHIP TECHNICIANS WORTH A LOOK?

If you’re an independent who works on a specific make of cars, let’s say all European cars or all domestic vehicles, having a dealership tech that has been through that training, that even if they didn’t pay attention, they’ve been around what (those) cars are when they’re 100% working correctly, and they have that

knowledge from the factory, that helps out a ton on the independent side where a lot of independent guys don’t really get access to that information without having to pay a lot of money for it.

WHAT ROLE DOES SHOP CULTURE PLAY AND, CULTURALLY, WHAT DO DEALERSHIP TECHS HAVE TO KNOW ABOUT INDEPENDENT REPAIR SHOPS?

If you have a good independent shop, you have a good culture already. All of your guys work great together. So, we kind of look at that as like, “OK, how is this person’s personality and attitude a good fit into all of our culture?” So, we look for guys who understand the expectation of not selling everything possible on the car—being very truthful and being very honest about what the car needs, what the customer needs, and what’s right overall.

WHY DON’T MORE DEALERSHIP TECHNICIANS LEAVE FOR INDEPENDENT REPAIR SHOPS?

I came to the conclusion after interviewing all these guys that the reason they stay is because if that’s the only place you’ve been and the only structure you know, so you’re comfortable with the way that they do things. You’re afraid of making that jump, especially if you’re a flat rate tech, because dealerships have the warranty work to fall back and rely on whereas at an independent shop, you’re not really doing warranty work on cars.

Another reason why dealer techs stay is the free training they get. After a while, you’re working on the same makes and sometimes the same model weeks over weeks where you figure out these kinds of pattern failures. And it gets easier for them. So, they just make more and more money because they know how to do it all over and over and over again.

AND THOSE WHO DO LEAVE DEALERSHIPS, WHY DO THEY CHOOSE TO GO?

Definitely a lack of culture. A lot of times if you’re in a bigger shop where you’re one of 34 technicians, you’re just a number at that point. Nobody’s going to remember your birthday; they won’t even remember your name. That’s one of the main reasons we’re seeing a lot of guys leave—culture. And then that work-life balance bit. Usually, dealerships have a mandatory Saturday, at least one time a month, if not twice. Sometimes guys want to work on more than one vehicle. Sometimes they get bored or stuck. And then the politics of working in a larger company. If you’re not being seen or being acknowledged for the hard work that you’re putting in, it’s going to burn you out.

Continuing the Legacy

Continuing

JESSICA CARRINO WASN’T INTERESTED IN TAKING OVER THE FAMILY AUTO REPAIR SHOP—UNTIL SHE GAVE IT A TRY

BY KACEY FREDERICK | PHOTOS BY ANNETTE SUNDBERG

Not everyone is interested in joining the family business. For a long time, Jessica Carrino wasn’t. When she started working at her parent’s shop after college, it was intended to be a short-term gig–until it wasn’t. Now, as co-owner of Sparks Tire & Auto alongside her parents, Ron and Sonja Tinner, Carrino has found a career in which she can thrive and be happy. She speaks with Ratchet+Wrench to talk about what made her decide to pursue the automotive path, and what that journey has looked like so far.

A SUDDEN REDIRECT

In 1986, Carrino’s father started working as a technician at Sparks Tire & Auto–the same year his daughter was born. He built a career there until he bought the business out in 2000 and became the owner. Carrino initially had no plans to enter the family business. She studied geography and architecture in college and had plans to work in home development and land design, but graduated during the housing market crash of 2008, making her job prospects slim. So, she came to work at Sparks

alongside her parents. Her father was usually out in the shop while her mother worked the front desk. Carrino oversaw the shop’s marketing and took over some of the bookkeeping and found that working with her family made her feel right at home.

“My dad brought me on until I could find a job eventually. But I never left,” says Carrino. “He was stuck with me and it was the best thing that ever happened to me.”

After coming on, Carrino slowly became more involved with the business. Year by year, she would take on more responsibility and has become a coowner alongside her parents in the past two or three years.

FINDING HER VOICE

Though they still own the business, Jessica’s parents let her handle most of the day-to-day operations at Sparks and have taken a backseat role. Carrino runs most decisions past her father, who has decades of industry experience to back up his perspective.

“I’m like, ‘Am I making a mistake doing this?’ And if I’m about to, he will speak up and go, ‘I’ve done been

there, done that: don’t do it,’” Carrino explains.

For every shop owner, having someone to turn to for advice is essential. Though Carrino is thankful to have her father, she strives to gain as much insight as she can. Her business coach–who has owned multiple auto shops and now runs a consulting firm–has also been instrumental in guiding her as a business owner. Growing up around the business undoubtedly offered Carrino some experience in the field, but as a current owner, she hasn’t shied away from changing things up a bit. Instead of having one customer service representative at the front desk, two service advisors handle the position, allowing Carrino to focus more on running the business.

Having once worked at Sparks as a technician himself, Carrino’s father didn’t stop working on cars after becoming the owner. He was often out in the shop alongside his techs, ensuring that they were holding to the standards he expected.

While the same amount of work is getting done at Sparks, Carrino has taken a more relaxed style than her

father. Not being technically inclined herself, she’s usually inside her office handling other things and trusts her techs to get their work done. If something comes up or there’s an issue, they know they can come to her.

“If they have to run home and let the dog out because it’s a puppy or whatever, I’m okay with that,” says Carrino. “Some shops are like, ‘No, you have to do that on your own time.’ But I understand in today’s world, that things have changed, and you kind of have to go with the flow. So I feel like I’m very much more laid back than some owners might be.”

CREATING A CULTURE AROUND PEOPLE

As a business owner, Carrino is not only worried about herself but her employees as well. To do her job well, both she and her employees must be able to thrive.

It wasn’t long after Carrino began taking a more dominant role in the business that the COVID-19 pandemic hit. Though their car count took a hit, she knew she needed a reason for her employees to still come in and earn a paycheck.

So, she used it as an opportunity to improve other parts of the shop that had been placed on the back burner. She sat down and figured out a plan with her team, and they soon got to work on remodeling the building.

TAKING HER PLACE:

JESSICA CARRINO GREW UP IN THE SHOP BEFORE TAKING IT OVER FROM HER FATHER IN 2021.

As a result, Sparks did not lose one employee throughout the pandemic lockdowns.

“I don’t think people really think about [those things] if they’re not business owners,” says Carrino. “We don’t just have to worry about ourselves and keeping the doors open. I have to make sure my employees’ families have food on their table, and that they’re going to thrive and survive.”

Carrino’s care for others is an attitude that stretches beyond her staff to her customers and is part of what makes her such a powerful shop owner. Whether it be developing marketing campaigns or explaining to a customer what needs to be done with their car, talking with consumers and establishing a memorable connection with them is something she both enjoys and excels at.

Though Carrino’s current career doesn’t have much to do with what she studied in college, she credits that time with lending her valuable skills in business and communication that continue to benefit her to this day. She doesn’t have experience working as a technician herself, but growing up around the family shop offered her more insight than most into the industry.

Now, being ASE certified in service consulting, she uses these skills to translate the technical language from the techs into simple terms for customers.

“I’m not on the front counter anymore, but when I was, it was easier for me to relate to the customer, because I don’t have that technical base. But I have enough understanding that I can translate for the customer,” she explains.

Ultimately, seeing a customer walk away confident and happy is what Carrino finds fulfilling about her job; but she knows she wouldn’t be able to do it without the mentorship she’s had throughout the years.

“As a teenage girl, I never wanted to listen to what my dad said; but as I’ve gotten older, anything that he says is knowledge that he’s gained from being in the industry, so I take any advice I can from him,” says Carrino. “So just be open to learning new things, you’re never too old to learn.”

APOLOGIZING TO CUSTOMERS

Everyone makes mistakes. How you make it up to your customers can go a long way in keeping your shop’s credibility

BY NOAH BROWN

Brittany Schindler, owner of Rod’s Japanese Auto Care in Bellingham, Washington, started in the shop more than a decade ago working as a service advisor for her dad. Though there have been mistakes with customers made along the way, Schindler says the most important thing she learned from her dad was how to respond to those mistakes.

“Being open, honest, and transparent

was always the No. 1 goal of my dad’s,” she says, “and reassuring customers in their decision-making about their vehicles. It’s our No. 1 goal now, too.”

Every single person working in auto repair is going to make a mistake at some point, and every single person is going to have to deal with an upset customer. Acknowledging the mistake, listening to the customer, and working with them to make it better can go a long way in smoothing over a rough situation before it begins.

Diffusing the Situation

In most instances, no matter how mad a customer is or what the mistake is, Schindler says she’s found a lot of people are looking for one simple thing.

“If you listen to them, most of the time that’s all they want,” she says. “Seriously.”

When people are mad, they just want someone to listen to them. Jeremy Hossler, shop foreman for Complete Auto Repair in Hammond, Indiana, says that it’s important to not take a customer being upset personally.

“What they’re mad about is extremely important to them,” Hossler says. “They might not understand everything about the situation, but in their eyes, they’re right, and they’re mad.”

In this instance, being right or winning the argument should never be the goal. Instead, your priority should be to help the customer calm down. Schindler and Hossler say being a listening ear helps a lot, and moving the conversation to a neutral location away from other customers can also help ease tensions.

Hossler also recommends grabbing a piece of paper and writing down what the customer says. This not only shows that you’re actively listening to the customer, but it also forces them to slow down and think through what they’re saying, which helps them calm down oftentimes.

“You have to stay calm,” Hossler says. “Most of the time we can get it turned around in three to five minutes with a civil conversation.”

Still, every once in a while, someone will be unreasonably mad. If a conversation leaves the realm of civility and threats or other forms of harassment start to crop up, Hossler and Schindler say it’s more than acceptable to end the conversation right then and there.

“That’s my last resort. I’ll tell them

this conversation is over and that we’ll continue later, usually sometime the next week,” Schindler says. “It doesn’t happen very often at my shop, thankfully, and after that cool-off period when they’ve had time to reflect and go over some things with friends or family, they’re usually more calm.”

Offering Substance

Once a customer has calmed down, they still might be frustrated or disappointed with the service provided. Schindler says this is where transparency is crucial. Having documentation of how a repair went and being able to walk through a procedure with a customer can help them understand why your technician did certain things to their vehicles.

If the customer has a complaint about one of your employees or believes they did something wrong, Schindler says it’s best to do as much first-hand information gathering as possible before making judgment calls.

“Get everyone’s story. I want to get the advisor’s story, I want to get the technician’s story,” she says. “I’m always going to back up my team, but if I feel like they did something wrong, then I’m going to address it with them in private first. I’m definitely not going to bad talk them to the customer even if they did.”

Most of the time, Schindler and Hossler say this system works well. If a customer was wrong and their complaint wasn’t valid, your explanation should help smooth things over. If their complaint was valid, and your shop did make a mistake, you taking time to listen to them and make things right goes a long way.

“People really appreciate it when you completely hear them out,” Schindler says. “I try my hardest to complement each customer’s personality and tailor my explanations to them so I can get through to them and help them understand our point of view.”

Once tempers have cooled and emotions are taken out of the equation, Schindler says she believes most people are reasonable. Most people don’t have anything against you or your staff, and most likely they’re just stressed about their car being out of commission or having a big, unexpected expense come up due to an unforeseen issue with their car.

Understanding this, being an empathetic listener, and being transparent in your communication will be able to resolve most situations before they get out of hand.

“Seeing how you can make it better, seeing what they think is fair is the best way to approach an upset customer,” Schindler says. “Transparency is crucial, and it’s a standard that everyone knows that we do here.”

ONGOING EDUCATION

Hossler’s shop recently had a customer bring a Honda CR-V that needed parts replaced in the steering column. Instead of ordering new parts, which would’ve been prohibitively expensive and required extensive calibration, the shop took pieces from another steering column and used those for the repair.

After the repair was completed, the customer’s boyfriend came in irate and accused the shop of ripping off his girlfriend.

“He was being unreasonable and totally over the top with everything,” Hossler says.

Hossler took time with the boyfriend and asked him to calmly explain his concerns about the

repairs while he wrote them down.

Like most situations where Hossler can get customers to talk through their frustrations, the boyfriend calmed down and more rationally explained the concerns.

Hossler explained what the shop had done and why they did the repair the way they did it. However, they didn’t document the repair fully in their notes, so they couldn’t prove their work.

“I know we did it right, but I can’t prove that to the customer,” Hossler says. “Normally, we thoroughly document every step of a repair, but this one was rushed, and we broke our rules on it. We messed up, and we refunded a good portion of the

repair because I couldn’t prove what I said. We accepted responsibility, and unfortunately, that time it cost us.”

However, even though the situation was initially brought on by a mistake, Hossler said listening and honest communication turned the situation into a positive—the couple was so impressed with how the team handled the situation that they’re now regular customers.

“We call that ongoing education. Anytime we make a mistake like that, we call that a learning point and make it a policy to not do it again,” Hossler says. “Sometimes it costs money to make money, and that education was a little expensive.”

BY

ANSWERING THE CALL

Nearly four decades of monitoring phone calls has taught Todd Hayes how to give customers what they need

PHOTO

RACHEL KO

“Man, I’ve got to tell you the truth. I’ve only got one tech in today, and you do not want him working on your brakes.”

Todd Hayes heard this while mystery shopping at auto repair shops gathering research to help his shop and others in the industry improve phone etiquette.

Scary isn’t it?

Hayes, the COO of the eight-unit $43 million per year Texas-based Adams Automotive, has heard it all–the good, the bad, and the ugly. He’s an expert on phone skills and wants to share his knowledge because he understands just how important that first call is.

“How you represent your company over the phone determines whether or not they’ll buy from you,” Hayes says.

BACKSTORY:

Hayes met owner Perry Adams in the ‘90s while running Mobile Car Care. Once Hayes sold his auto repair chain, he joined Adams at Adams Automotive. Since joining the company, Hayes founded his own training company called Autoshop Answers.

PROBLEM:

Hayes has been calling other shops to get intel on phone etiquette since 1986 and it has always been an issue. He says most shops he calls are quick to say, no, meaning they’re unwilling to accommodate a customer’s needs. For example, if a customer calls a shop looking to bring their car in at 4:45 p.m. and the shop closes at 5 p.m., the advisor will say no. Or, if they’re looking for help identifying an issue with their vehicle, the service advisor provides a technical description impossible for a layperson to understand. Basically, the initial phone call to the typical repair shop is extremely frustrating for customers.

SOLUTION:

Hayes’ solution to this problem is

PHOTO COURTESY OF ADAMS AUTO

simple. Just say, yes.

Ninety-five percent of the time, when a customer calls, they want to know one of two things: “What is it?” and “How much?” Hayes’ philosophy is that the best way to handle those questions is to get the customer to bring the car to the shop so you can help them more. Do they want to bring the car in? Let them!

“A customer will call and say, ‘I’m seeing something leaking from my vehicle.’ The advisor will say ‘What color is it? Why?’” Hayes says. If something is leaking, no matter what the color, the car needs to be looked at, he explains.

He adds that if a customer cannot bring the car in, they offer pickup and drop-off services.

At Adams Automotive, there’s a two-and-a-day onboarding program, which includes phone training. Autoshop Answers has a phone skills script that can easily be implemented at any shop. Every inbound and outbound phone call is recorded and during Adams Automotive’s morning meeting, called a “Take Five,” random phone calls are listened to, and the team reviews them and provides feedback.

AFTERMATH:

Hayes says that Adams Automotive has a staggering 95% close ratio.

“Our industry operates with decision fatigue instead of realizing every part of our business is very predictable,” Hayes says. “They’ll call and ask what it is and how much. Know how to answer that!”

TAKEAWAY:

Hayes urges shop owners to start listening to phone calls.

“Listen to them, it will shock you how bad it is,” he says.

The industry, he says, is groomed to say no. People need to understand that it’s about the customer since they pay for everything and learn how to present this over the phone.

PHONE SKILLS SCRIPT

A cheat sheet for getting your customer off the phone and into your shop

CUSTOMER: Calls the shop

ADVISOR: Who do I have the pleasure of speaking with today? (Check the phone number to see if the customer has visited before.)

CUSTOMER: Can you ___? Do you ___? Will you ___?

ADVISOR: Absolutely! Is now a good time to bring in your vehicle?

CUSTOMER: Asks for a price or diagnosis

ADVISOR: What type of concerns are you experiencing with your vehicle? Anytime you are experiencing ___________, you need to have that inspected by one of our ASE-certified trained technicians at no charge to you. We will provide you with a complete written estimate. Is now a good time to bring in your vehicle? Are you in the neighborhood?

Unpacking the NASTF Static

What the crux of the matter is in a recent online uproar and what it means for shop owners

BY R. “DUTCH” SILVERSTEIN

On March 11, the National Automotive Service Task Force released a statement that caused an online uproar. I haven’t read this much passionate discourse since Colin Kaepernick chose not to stand during the national anthem.

Entitled, “Aftermarket Scan Tool Validation Program,” the statement outlines new requirements for a locksmith or auto tech to obtain a NASTF VSP ID to use a scan tool to perform specific security functions. These functions include adding a key, all keys lost, immobilizer functions, and any other process that the OE determines to be security-related. The aim is to reduce auto theft by thieves using professional-grade scan tools.

Proponents state that the new program will:

1. Reduce auto and scan tool theft because the thief will not have the ability to access the immobilizer/ security system.

2. Help to prevent assaults on locksmiths who are victims of violence as they are targeted for theft of their scan tools.

3. Help to prevent the loss of livelihood to locksmiths whose tools are stolen.

4. Help to remove those actors in the marketplace who do not operate legitimate businesses and will therefore level the playing field.

Opponents state the new program:

1. Has little to do with anything other than limiting insurance company losses to bolster profit.

2. Doesn’t address the lack of context and transparency when vehicle theft figures are discussed as many questions are left unanswered (e.g., What percentage of reported stolen vehicles can be directly attributed to the use of a scan tool? How many of those reported stolen were

repossessions, or had the key fob left in the vehicle? How many vehicles were stolen during a crime like carjacking or drug deals where the thief was known to the victim?).

3. Will do little to slow vehicle theft. They point to data that indicate that of the most frequently stolen cars, trucks, and SUVs there are important issues that this program won’t address. The 2022 NICB reports nearly 60,000 Hyundai and Kia vehicles were stolen without an immobilizer installed by the OE manufacturer. This program will therefore do nothing to protect those model vehicles.

4. That the top two most stolen vehicles—the 2004 Chevrolet Silverado and the 2006 Ford F-150, with over 98,000 vehicles stolen—are aging and their numbers diminishing. They simply won’t be viable for much longer.

5. Punishes the law-abiding tool owner who chooses not to participate and will be locked out because of the actions of criminals which is unjust.

6. Leaves room for restraint of trade by the OE manufacturers. They cite examples where parts are prohibited from being sold to non-VSP’s due to classification as ‘theft-related parts’ but this is nothing more than an excuse to funnel repairs to the dealer.

My gut tells me this controversy isn’t going to end soon. This isn’t about protecting consumers, locksmiths, or property. It’s about protecting insurance company profits. The automotive insurance industry spent $84 million on lobbying in 2023.

So, what can we do about it? NASTF isn’t the bad guy here, but you may not be able to tell. Remember, NASTF isn’t a government agency, it’s a 501(c)(6) organization

that was established in part by the automakers. They don’t profit from this. Ask yourself: Are the automakers required to pass along security information? (Hint: they’re not.) What would happen to our ability to repair cars if NASTF didn’t exist? There’s a tough pill that we in the automotive aftermarket have to swallow, and it’s this: we exist because of the OE manufacturers. We’re here because they are and not the other way around. NASTF and Donny Seyfer aren’t the bad guys here, they’re just the unfortunate folks who are left with the unenviable task of feeding us a crap sandwich created by nameless corporate executives in the insurance industry whose focus is on profit.

R. “Dutch” Silverstein, who earned his Accredited Automotive Manager Certificate from AMI, owns and operates A&M Auto Service, a seven bay, eight lift shop in Pineville, North Carolina. Dutch was a captain for a major airline earning type ratings in a variety of aircraft including the Boeing 767/757, 737, 200, 300 and 400 series, Airbus 319/320/321, McDonnell Douglas MD80/DC9 and Fokker FK-28 mk 4000 and 1000. After medically retiring, he transitioned his part-time auto repair business into a full-time occupation. dutch@dutchsgarage.com

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