Dealers' Digest 2023, Issue 2

FROM THE PRESIDENT

It is summer, and that means the Meineke Dealers Association (MDA) and Meineke Corp. have just finished another round of regional meetings with Meineke dealers. This is a unique opportunity the MDA has that few other franchisee associations experience. Our cooperation agreement with Meineke Corp. gives us the right to have these meetings with the bonus of having Meineke pay the travel expenses of MDA elected representatives.

I sit on the board of the Coalition of Franchisee Associations, and I can tell you that your association has rights that are unique in franchising. I hope you can appreciate that, and I further hope that you always take advantage of those rights. These meetings are an opportunity to interact with your fellow dealers and exchange ideas, hear about product offerings from our vendors and hear from the executive staff at Meineke. As one of our board members said, “This is your opportunity to meet with the president of Meineke.” If you want to be heard, these meetings are your chance to voice concerns and learn from each other. There are some testimonials in this magazine from a few dealers who learned something at one of these meetings that proved to be very lucrative to them. You never know what you will learn at a regional meeting and how it may benefit you and your business.

tweaking the format, and, with your feedback, we will continue to make sure you feel like the regional meetings add value to your businesses. Just be sure to respond whenever we send out a survey, so we can tailor our meetings to meet the needs of the majority of the dealers. And remember, regional meetings are for all franchisees, not just MDA elected representatives or even MDA members. We hope that all of you continue to renew your membership with the MDA to make sure we remain strong and are always able to work on your behalf, but membership is not a requirement for attendance at these meetings. The MDA was created and exists for all dealers, and we hope you will participate as much as possible.

We realize that in the past, you sat through PowerPoint presentations about the structure of the MDA, and if you came to more than one meeting, you saw the same presentation more than once. Before the most recent meetings, we sent out a survey and asked your opinions about the structure. Based on your responses for this round of meetings, we made things more interactive – listening to you, rather than lecturing to you. Based on the comments, we think the attendees were very happy with the change. We will keep

We have already begun preparing for the Fall Regional Meetings, and we would love to hear what would help you decide to attend. The odd numbered regions will be holding elections, so you will want to watch for emails with nomination choices and then ballots for the district representatives. Then, at the fall meetings, we will have an in-person election for your regional chairperson. That person will get a seat on the MDA Board of Directors and will be your representative for any business that comes before the board. This is for odd numbered regions only. Make your voice heard – vote (or maybe even throw your hat in the ring and run) and/or communicate with your elected representatives. Thank you to all those who are already doing those things. Keep it up!

Sincerely,

Janet Cummings

I can tell you that your association has rights that are unique in franchising.

MEINEKE DEALERS

Your Association Is Here for You

Meineke dealers shared their experiences collecting Employee Retention Credit (ERC) payments with the help of the Meineke Dealers Association (MDA). Joining the association protects you as a Meineke dealer and gives you access to exclusive benefits and networking opportunities. We encourage you to spread the word about the MDA and the resources our organization provides.

Thanks to Janet Cummings, the Meineke Dealers Association (MDA) president, I finally got my ERC after dealing with several other professionals who said I wasn’t eligible. Janet, representing the MDA as a board member of the Coalition of Franchisee Associations (CFA), attended the yearly CFA Day Forum in Washington, D.C. The CFA is an organization dedicated to promoting and ensuring the rights of franchise owners by meeting with elected officials at all levels of the government. While at the event, Janet formed a relationship with someone who is adept at obtaining ERC payments.

I would like to take this opportunity to acknowledge Janet for her dedication and commitment to the MDA. I would also like to thank her for always looking out for the Meineke dealer body by enhancing our relationship with Meineke Corp. to protect the rights of all our franchise owners.

Thanks again, MDA, for all your valuable work. It’s much appreciated!”

Rick Van Duzer

Meineke No. 45

Brick Town, New Jersey

When I failed to receive my ERC payment from my accountant, I didn’t know what to do. Thanks to the heads up from Rick Van Duzer, fellow Meineke dealer, I used his source and received them in a timely fashion.

Thank you, Rick, and thank you, Janet, for always looking out for fellow Meineke dealers!”

Roland Juliano

Meineke No. 294

Eatontown, New Jersey

Meineke Dealers Purchase Store in Seabrook, New Hampshire

Drew Sprague and Matthew Gates, Meineke dealers, saw an opportunity with Meineke Car Care Center No. 731 in Seabrook, New Hampshire, and are working together to keep the store turning record numbers. Both dealers each own one store individually in other New Hampshire markets, with Gates being in business for 10 years and Sprague for 1.5 years. Together, their knowledge and skills have transformed their Seabrook store.

“The store has historically been successful, doing $1.1 million to $1.2 million over the last couple of years,” Sprague said. “We knew this was a good opportunity to grow our portfolio of stores.”

Unfortunately, things took a turn right before the pair officially took over No. 731.

“About 30 days prior to purchasing the center, the manager and a talented technician decided to leave,” Sprague commented. “Because of this, the center couldn’t run at the same speed it had historically ran at the time. We only had two technicians left, and we really had to come in and work hard to meet and exceed the prior performance the store did.”

“What we’ve done is implement the ‘Meineke way,’ and we’re following the processes that work for us in our own stores,” Gates added. “We are thankful to the two techs that stayed, and they,

along with a new center manager, have done a great job and improved week after week.”

“Matt came in with all the Meineke experience, and I came in with the optimism,” Sprague laughed. “Matt understands what needs to be done and how to execute very well, and I have brought a level of experience from other business ventures. Collectively, we work very well together since we have different backgrounds and experiences.”

As the waves of change settle, the two owners have been able to breathe a sigh of relief.

“We’re getting to a point now where even though we have half the staff, we’re close to turning the same numbers,” Gates said. “We’ve had some good weeks. From where we started to where we are now in three months, there’s certainly been a big change.”

Both dealers wish the previous owner a happy retirement and thank him for affording them the chance to purchase shop No. 731!

Meineke Dealers, Meineke Corp. and Vericast Network at Golf Tournament

Mike Baden, Meineke owner and operator of Shop No. 2197 in Indian Land, South Carolina, and Matthew Pollard, a fellow Meineke dealer who owns three shops in the Carolinas, were invited to attend the Wells Fargo Pro Golf Tournament with valued Meineke Dealers Association (MDA) vendor partner, Vericast, on May 6.

Baden and Pollard connected with Vericast National Sales Rep., Joanne Stewart, before the tournament and planned to attend together. A few local Meineke Corp. representatives were also in attendance, including Garret Coon, Meagan Lenskold and Bradly Edwards.

The dealers joined Stewart and Meineke Corp. to watch the tournament, and a dialogue was started on a number of issues that are pertinent to Meineke dealers. After having lunch, they took the afternoon to walk the course and watch the players.

Baden commented, “The group got together, and we started talking about what all of us do for a living and our roles. As we were

talking, we began walking around, and we started discussing corporate issues, advertising issues and our businesses.”

“It was cool that all of us from different professions could come together and talk about topics that affect us all,” he said. “We spent the entire afternoon together as a group, networking and getting to know each other. It’s not like we just spent five minutes talking to get our free tickets out of it.”

“Car counts are down across the chain,” Baden added. “Corporate is advertising nationally, but this is a way, through Vericast, that you can advertise locally and reach a new audience.”

Baden even met with Stewart following the tournament to discuss more about Vericast’s services and how they can help with advertising. Baden will be the first meinekEV repair facility in the chain, so between he and Stewart, they have put together a solid advertising plan for the much-anticipated EV launch!

Drew Sprague and Matthew Gates.

From left to right: Matthew Pollard, Diederick Baden, Michael Baden, Joanne Stewart, Garret Coon, Bradly Edwards and Megan Lenskold.

Right Way Automotive’s Partnership With Operation Homefront

the donations. The impact of the Mesa Chamber has played an integral part in connecting the small-business community and truly made a difference in the lives of military families.

Right Way Automotive looks forward to its backpack drive in 2023, and the Jacksons plan to continue their partnership with Operation Homefront for years to come.

2023 MDA Scholarship Winners Announced

Right Way Automotive's partnership with Operation Homefront has been a successful venture for the past few years. LaVon Jackson and her team, mother and sons, have hosted multiple backpack drives at their stores, No. 2829 and No. 2830, in Mesa, Arizona, collecting backpacks for children of military families in need, as they prepare for the upcoming school year.

“We offer a discount to customers who donate backpacks as a way to increase awareness,” Mike Jackson commented. “We’ve also participated in Operation Homefront’s Meals on Wheels program. We ultimately provide a space and a face for raising awareness, but Operation Homefront is really behind the scenes doing the legwork.”

Operation Homefront works with active-duty and recently discharged military members.

As a veteran himself, Mike values the veteran community, saying, “This community is so important to me, and I understand what they are going through. There are struggles and often unmet needs, so we want to do the best we can to support them in any way possible.”

“Operation Homefront does amazing things for those it serves, and we’re extremely happy to be a part of it,” he added.

The success of the backpack drive wouldn't have been possible without the contribution of Rover Realty. With their community outreach leader, Gail Chafe, the real estate company is a dedicated partner who has amplified the entire backpack drive. Rover Realty has contributed significantly to the cause, and their efforts have been instrumental in making the drive a huge success.

As a result of the Jacksons’ local connections with the Mesa Chamber of Commerce, the backpack drive has been able to reach a wider audience, and more military families have benefited from

Since 2007, the Meineke Dealers Association (MDA) has awarded 129 scholarships, totaling over $120,000. These scholarships are awarded to assist members, members’ employees or dependent children of members or members’ employees who plan to continue their education in college. MDA congratulates the following winners of the 2023 scholarship program!

• Winner: Michael Archacki

MDA Member: Leonard Archacki

• Winner: Jasmine Barbour-Bassett

MDA Member: Ryan Bassett

• Winner: Leonardo Chiappini

MDA Member: Leonardo Chiappini

• Winner: Emma Loeffelholz

MDA Member: Keith Loeffelholz

• Winner: Jackson Palmer

MDA Member: Barry Palmer

• Winner: Sydney Schiavo

MDA Member: Michael Yacovone

• Winner: Isabella Stein

MDA Member: Brian Stein

• Winner: Alexandra Stevens

MDA Member: Joseph Stevens

Good luck to all winners on their future endeavors!

*Note: Bert Figearo received the Commitment to Excellence Award in 2022 at the Meineke Car Care Centers Convention. Congratulations, Bert!

From left to right: Bryan Jackson, Denise Dowell from Operation Homefront, Mike Jackson and LaVon Jackson.

Longtime MDA Members Receive Service Award at Convention

Two longtime Meineke Dealers Association (MDA) members, Denis and Mary Ann Wickham, were recognized for their years of service to the MDA at the 2023 MDA Bi-Annual Convention. The Wickhams, who have three stores, No. 437, No. 917 and No. 178, in the Connecticut market, have been intimately involved in the MDA since its inception.

Denis, husband to Mary Ann, bought his first franchising license in 1978. By 1979, the Wickhams had their first store. Having such a lengthy history with the brand, it’s no surprise that the two were at the forefront of forming the MDA.

Denis commented, “Mark Zuckerman was the catalyst of forming the association, and we supported him since day one. There was a lot of travel involved at the beginning, when we had to go around the country and let people know we were forming. It was a very busy time for us.”

The Wickhams spent countless hours working to promote the new association and get the MDA on its feet.

“In the beginning, it was tough, because where do you begin? We had to form committees and regions to make sure everyone had representation. Representation is why we started the MDA in the first place.

We wanted everyone to be involved in some way or have someone representing them, so they could voice their opinions,” Denis said. “At first, we couldn’t afford printers and mailing assistance, so a small group of us spent hours typing up, stapling and mailing newsletters. It was a lot of work, but we got it done.”

He added, “Receiving this award was quite an honor that we did not expect, and we are very happy to be recognized. The award is actually at my desk where I work every day.”

“I value the MDA greatly. It means so much to have watched the association since its birth, and I’d hate to be around at its death,” Denis finished. “I want to make sure it continues to survive and thrive.”

The Wickhams are an integral part of the MDA, and without volunteers like them, our organization would not be what it is today. On behalf of the MDA, thank you Denis and Mary Ann!

Denis, Mary Ann and MDA President Janet Cummings pose with their award at the 2023 MDA Bi-Annual Convention.

“Representation is why we started the MDA in the first place. We wanted everyone to be involved in some way or have someone representing them, so they could voice their opinions.”

– Denis Wickham

Thank You

To the MDA and All Its Members and All Franchisees:

Iwould like to express my gratitude and thank you for presenting to me the MDA Coach Award for 2022. I received it in 2021 as well and am equally excited to have received it once again. I know that my fellow operations coaches do want to be the next recipient, and that shows how well this program is being received.

As I said at the convention, we have an incredible operations team, and we all work as a team. Just as the slogan for the convention was “Better Together,” we as an operations team have been doing this already. As a team, we all become successful.

I would also like to thank all the franchisees in my territory for taking the time and casting their votes. Working with you over the years has been a challenge for us both, and the results have always been a positive experience. 2022 had, again, positive growth that was coming off of a strong 2021.

The challenge for 2023 is to keep growing, and to do so, we must be willing to make changes and, especially, follow the programs and processes that are available to you. Again, thank you for recognizing me and the operations team.

The future is a direct result of what is done in the present.

Don Casey Virtual Field Operations Consultant

Casey with his award at the 2023 MDA Bi-Annual Convention.

DEALER’S TIP Julie Smylie

COMPANY NAME: Smylie Unlimited LLC

NUMBER OF LOCATIONS: One

BASED OUT OF: Beaumont, Texas

In every issue of Dealers’ Digest, we will highlight a business-related tip from a dealer to share with the MDA membership.

CALENDAR

REGIONAL EVENTS

MDA Fall Regional Meetings

Region 1

Oct. 10-11

Newark, New Jersey

Region 2

Oct. 9-10

Woburn, Massachusetts

Region 3

Oct. 17-18

Washington, D.C.

Regions 4 and 5

Oct. 11-12

Nashville, Tennessee

Region 6

Oct. 16-17

St. Louis, Missouri

Regions 7 and 8

Oct. 18-19

Denver, Colorado

Another resource I recommend dealers look into as they are getting started is their local Small Business Administration (SBA). In many areas, the SBA has small-business development centers where first-time entrepreneurs can go and get great advice on how to research business opportunities, instruction and assistance in writing a business plan to present to one’s lender, as well as general guidance in starting a business. We utilized the office at Lamar University when we were in the beginning planning phase and afterward to assist us in keeping the shop headed in the right direction. Our advisor was awesome, and he is an exceptional man. He directed us to the guy who we ended up buying our business property from.

There are many resources available for first-time business owners; all you have to do is ask for help!

My advice for a new dealer is to have family support locally where you are opening your business if possible. I also would recommend having a year of income, either saved, a spouse working outside the shop or built into your loan to support yourself.

Chuck and Kim Ballard

COMPANY NAME: Ballard Automotive Inc.

NUMBER OF STORES: One

STATE YOUR STORE OPERATES IN: Montana

FRANCHISEE SPOTLIGHT

What inspired you to become a Meineke dealer? Have you been a franchisee before with other brands?

We were drawn to Meineke because of the name recognition of the company, and we started our own business because we wanted to work for ourselves.

In your opinion, what stands out about the Meineke brand?

Meineke has a nationwide presence and has been in business for over 50 years, so we knew it was an established brand. We like the “ma and pa shop” appeal.

What are some goals you have for your business in the short and long-term?

In the short term, our goal is to continue growing a thriving business. For the long term, our goal is to sell to someone that will continue to care and be a strong part of our local economy and community.

Describe your best recent business decision.

Remodeling to keep our shop updated with the best equipment and staff. People in our community take notice of all the efforts and involvement we have in our community and with our veterans, being veteran-owned and operated.

What do you feel is the biggest challenge currently facing franchisees?

Hiring and retaining quality staff is the biggest challenge. On top of that, finding a way to provide them with benefits is also a challenge.

What is the biggest industry change that you have seen since you started?

Higher prices across the board, higher wages for less knowledgeable staff and not having options for affordable health care and benefits for our staff.

Tell us a little bit about your family.

We’re husband and wife of over 40 years and high school sweethearts. We have two boys who were Eagle Scouts, and we now have four amazing grand kids. God is our rock, and without Him, we would not be where we are today.

What is your favorite make and model of car?

A Ford Mustang convertible!

The Cost of Repair and the Nation’s Slow Switch to Electric Vehicles

1Electric vehicles consist of 5% of the total cars on the road.

2 Fifty-one thousand public EV charging stations are scattered across the U.S.

3 It is estimated that electrified components will make up 4% of the replacement parts market by 2030.

4 From 2021 to 2022, the global EV market increased 65% in sales and sold more than 10 million units.

5 Most new electric vehicles are luxury models that sell, on average, for over $61,000. That is $12,000 more than the industry average of $49,000

6 EVs are recommended to be serviced twice a year for regular maintenance and tire rotations.

7 In 2022, the average electric vehicle repair costed $403, increasing by 2.8%

8 EVs require 1.5x more time to repair, and labor rates are 1.3x more expensive than gas-powered vehicles.

9 Hybrid battery replacements were infrequent in 2020, ranking as the 428th most-common auto maintenance job, while EV battery services did not rank. Together, they jumped to 348th in 2021, then 170th in 2022.

10 Customer service satisfaction among EV-owners is 42 points lower than among gas-powered vehicles.

*Note: This is a compilation of web articles strictly for engaging your thoughts.

Sources: Auto Service World, J.D. Power U.S. Customer Service Index, Marketplace, The Drive, Consumer Reports, Lectron, U.S. Department of Energy’s Alternative Fuels Data Center

Support The Vendors That Support Your Association

LOOK LISTEN READ

Look, Listen, Read is a quarterly compilation of some of the most highly rated and reviewed apps, podcasts, books, websites and other resources. MDA does not support or endorse the use of these tools, which merely serve as a guide to exploring a new level of knowledge and productivity for your business.

5 How do you cultivate more brave and daring leaders? Then, how do you embed the value of courage in your culture? “Dare to Lead” answers these questions and gives us actionable strategies and real examples from author Brené Brown’s, new research-based, courage-building program.

6

“The Franchise MBA” by Nick Neonakis is for entrepreneurs who want to take advantage of franchise ownership. There aren’t many books for those who are just beginning the process, but this book will walk you through each step of the way, from selecting the right franchisor to signing your franchise agreement.

7

Airtable is a low-code platform to build next-gen apps. Move beyond rigid tools, operationalize your critical data and reimagine workflows with AI. With Airtable, you will be able to unite your data and workflow.

1

In franchise consultant Kim Daly’s “Create Wealth Through Franchising” podcast, Daly shares valuable franchising insights and interviews franchisees, franchisors, investors, funding partners and more so that YOU can benefit from THEIR insider knowledge and learn how to thrive as a franchisee.

2

HoneyBook is a small-business customer relationship app where client experiences come to life. Through HoneyBook, you can create contracts, send invoices, collect payments, track projects and stay in control of your business — all in one place.

3

”HBR’s IdeaCast” podcast tackles one facet of leadership in 30 minutes or less. With over 600 episodes, this longstanding podcast has covered just about everything you might want to know about being a better leader.

4

The Better. app is the all-in-one franchise management software. This app will give you a deeper understanding of your franchise operations by putting all information on each franchisee in one consolidated place.

8

Guy Raz interviews the world’s best-known entrepreneurs to learn how they built their iconic brands. The “How I Built This” podcast is a master class on innovation, creativity, leadership and how to navigate challenges of all kinds.

9

“Smarter Faster Better” by Charles Duhigg is the go-to book for learning about productivity, efficiency and building your business model on the right footing. Focusing on key concepts like enhancing decision-making skills, increasing motivation and setting effective goals, this book explains how successful companies maximize their time and profits by giving you the tools you need to similarly succeed.

“Franchise Empires” gives aspiring franchise owners the playbook on building a multi-unit franchise empire of their own. Every episode, you hear from guests who are building their franchise empire – Franchisees who started with one unit and aren’t stopping until they get to dozens, hundreds or even thousands more locations.

10

Spotlight on the 118th Congress: Rep. Dave Joyce (R-OH-14)

QWhat skills or perspectives from your background do you apply as a public official?

AAs a congressman and former prosecutor, I have dedicated my career to the safety and well-being of Northeast Ohio. My previous work required a commitment to due process and fact-based decision-making. In Congress, I have aimed to translate this experience into a respect for regular order, legislating through proper committee processes and bipartisan communication.

QWhat do you see as the current biggest threat to small-business owners?

ASmall businesses in my district have recently been most vocal about challenges posed by labor shortages. The lack of workers drives up small-business costs and slows the potential for growth. I have encouraged my colleagues in Congress to focus on education and skills training programs that train our next generation of workers for the jobs that exist, so our small businesses are not held back by an inability to find qualified employees.

Q What challenges have you helped small businesses in your district overcome?

AMy office is always here to assist constituents’ businesses. During the COVID-19 pandemic, businesses throughout our district needed assistance in navigating the various federal programs that were created to make sure businesses stayed open and workers stayed on payroll. I supported the Paycheck Protection Program (PPP), and my office assisted businesses that had problems with PPP or wanted information on how to qualify for forgiveness. Roughly 78,000 jobs were preserved in Northeast Ohio thanks to PPP, and businesses were able to keep their doors open. Working with small-business owners to help them understand the resources available was a core responsibility for me and my office during this challenging period.

QIn what ways are you seeking feedback from small businesses in your state/district and using that information in Washington, D.C.?

AI am always working to stay in contact with small-business owners across my district and find out how the economic climate is affecting them. I frequently meet with business leaders, local chambers of commerce and constituents to gain their perspectives. Just last November, I hosted a small-business roundtable with owners from a range of sectors, including restaurants, agriculture, packaging and financial services. Last year, I introduced bipartisan

legislation called the Commission on the American Workforce Act, which aimed to create a commission to analyze the labor impact of COVID-19, remote work, the “skills gap,” demographic and family changes, federal and state policies, drug abuse, immigration and the lingering impacts of past recessions and economic crises. Additionally, last year, I supported legislation that allowed employers to contract with H-2A workers year-round instead of just seasonally. The information and feedback I receive from constituents is valuable as I aim to craft legislation that responds to their needs.

QWhat seat do you believe franchisees have at the table and what do you do to support them?

AFranchisees are a core piece of the small-business ecosystem. A friendly tax environment, combined with appropriate treatment by regulators, will allow the government to get out of the way and let franchisees thrive. In 2017, I supported the Tax Cuts and Jobs Act (TCJA), which made significant changes to our tax code and supported small businesses. It reduced the corporate tax rate to 21% and allowed businesses to take a 20% deduction taxed as pass throughs. Last Congress, I was proud to co-lead the Tax Cuts and Jobs Act Permanency Act which would make permanent the changes in the TCJA. Twenty-three provisions in TCJA are set to expire in 2025, and I want to make sure that the individual and small-business tax cuts stay in place. With respect to regulation, this October, I joined several colleagues in sending a letter to Federal Trade Commission (FTC) Chair, Lina Khan, in support of the FTC’s existing Franchise Rule, asking that it be renewed in its current form. The letter details the success of the existing rule in creating a smooth path to ownership for franchisees. I will continue to support these efforts to maintain the model that has allowed franchises to flourish.

QWhat message do you have for small-business owners struggling with supply chain issues, inflation, staffing and other prevalent issues of today?

AThere is no question that the last few years have presented new challenges for small businesses, which are the backbone of the American economy. With that said, I have been inspired by the resilience, creativity and determination of businesses in my district and across the country to stay afloat and brave the most difficult times. While I believe government is best when it gets out of the way, I do want to reiterate that for businesses in Ohio’s 14th Congressional District, my office always stands ready to assist in navigating the federal resources available to you and listen to your concerns which help inform our policymaking in Washington, D.C.

The Meineke Dealers Association and Meineke Car Care Centers Are Better Together:

2023 MDA BI-ANNUAL CONVENTION RECAP

The Meineke Dealers Association (MDA) hosted over 200 franchisees, vendor partners, Meineke Car Care Centers representatives and more during the 2023 MDA Bi-Annual Convention. Held April 4-7, at the Arizona Grand Resort in Phoenix, Arizona, the event marked the first convention put on under MDA’s new management company, Elevanta.

The convention kicked off on Wednesday, April 5, with an MDA Member Annual Meeting. MDA President Janet Cummings opened the meeting and introduced the MDA Board of Directors, along with their positions on the board.

MDA’s attorney, Ron Gardner of Dady & Gardner, then addressed franchisees, covering topics like federal franchise regulations, non-competes and joint-employer laws.

After the conclusion of the members-only meeting, the opening address began, and vendors, members of corporate and guests were admitted into the general session room. Cummings welcomed attendees and spoke on the convention’s theme, “Better Together.”

Chris Streahle, vice president of marketing at Meineke Car Care Centers, followed Cummings, with his presentation titled, “This Is Personal.” Afterward, Streahle wrapped up the opening general session, and all attendees were dismissed for lunch and time in the trade show, where more than 30 vendors had booths for dealers to view their products and services.

After lunch, attendees were invited to attend four out of six training sessions running throughout the afternoon. The training session offered were:

• Financing For Your Meineke Customers

• e-Inspection

• Scan Tool Usability

• All You Need to Know About Tekmetric, e-Inspection and 360 Payments

• Marketing — The Lead Depot

• How to Easily Earn Google Reviews and Grow Your Business

To close the day, a welcome reception was held in the trade show, so vendors, dealers and Meineke Corp. could mingle and network. Operation Homefront brought in a mechanical bull, and attendees could sponsor riders to raise money for the organization. Over $10,000 was raised for Operation Homefront in one night!

Thursday, April 6, began with breakfast at the trade show. Afterward, attendees gathered for the morning general session.

Ken Walker, former Meineke Car Care Centers president, was the keynote speaker of the convention and opened up the Thursday morning session. Walker spoke on how the MDA and Meineke Corp. are “Better Together,” tying in the convention’s theme. Rob Fillman, current president of Meineke Car Care Centers, followed Walker, speaking on the state of the Meineke Car Care Centers business.

Once Fillman wrapped up, Cummings moderated a panel titled “Secrets of My Success,” and five members of the board, Bryan Brown, Dave Repass, Joe LaManna, Marc Arnold and Pete Robinson, joined her onstage to answer dealers’ questions. Operation Homefront Area Manager, Denise Dowell, wrapped up the morning with a presentation, and attendees were then sent to lunch at the trade show.

The afternoon general session featured presentations from Jeremy McGowen, Meineke Car Care Centers vice president of operations, Chris Chesney from Repairify, Chuck Wilson, Meineke Car Care Centers director of fleet services, and Hagood Tighe, attorney from Fisher & Phillips.

The MDA 30th Anniversary Gala closed the night on April 6, as the final event of the convention. Attendees enjoyed a three-course dinner as awards were given from the MDA and Meineke Corp. The night ended with music and dancing and was well received by all in attendance.

Those who had not departed the convention were invited to breakfast on Thursday, April 7, and Cummings thanked all attendees for their time. The MDA is looking forward to the next bi-annual convention in 2025!

MDA MEMBER ANNUAL MEETING

OPENING GENERAL SESSION, APRIL 5

MDA President Janet Cummings opening the MDA Member Annual Meeting.

Pete Robinson introducing himself to members.

A member asking a question during the meeting.

Members catching up with one another.

Ron Gardner addressing members.

The general session room on Wednesday, April 5.

Cummings opening the first general session of the convention.

Chris Streahle addressing attendees with his presentation, “This Is Personal.”

TRADE SHOW

Dealers visiting vendor partner Budderfly during the trade show.

Dealers networking with AutoVitals at their booth.

Vendor partner Advance Auto Parts speaks with a member of Meineke Corp. during the trade show.

Clean Space Project representative speaks with a dealer about their products and services.

Dealers learns about Snap-On’s products while visiting its booth.

Rob Fillman catching up with 1-800-Radiator.

Dealers enjoy lunch in the trade show hall.

A dealer visiting with O’Reilly Auto Parts.

Service Champ showcasing their products to a dealer.

TRAINING SESSIONS

WELCOME RECEPTION

Patrick Smith from AllData teaches dealers about different scan tools.

Jon Belmonte from AutoVitals presents on e-Inspections.

Synchrony representative Jerry Powers speaks on financing options for Meineke customers.

Dealers enjoy a break between sessions.

Zach Garrett of Liftify shares how businesses can get more Google reviews using their platform.

Meineke Car Care Centers VP of Marketing, Chris Streahle, shares marketing tips with vendors.

TekMetric representative Ferial Koutani answers questions about the platform.

Attendees enjoy their time during the Welcome Reception in the trade show hall.

Chuck Zanger rides the bull to support Operation Homefront.

Dealers mingle over hors d’oeuvres and drinks.

Dealers enjoy the buffet.

GENERAL SESSION, APRIL 6

Keynote speaker Ken Walker presents to attendees.

Attendees listening to Walker’s speech titled, “Better Together.”

Meineke Car Care Centers President, Rob Fillman, addresses attendees on the state of the Meineke business.

Denise Dowell covers Operation Homefront’s work for military families.

Jeremy McGowen speaks on Meineke Car Care Centers’ operations.

Chris Chesney from Repairify speaks on the future of cars and the shift to electric vehicles.

Chuck Wilson presenting to attendees on Meineke Car Care Centers’ fleet services.

Hagood Tighe addresses the crowd on employment law.

John Leaman asks Tighe a question.

Attendees listen closely to speakers during general session.

SECRETS OF MY SUCCESS DEALER PANEL

MDA 30TH ANNIVERSARY GALA

Cummings moderating the panel that includes Pete Robinson, Dave Repass, Joe LaManna, Bryan Brown and Marc Arnold.

Repass speaks to dealers.

Attendees listening to the panel.

A dealer asks the panel a question.

Kim Ballard speaks to the panel about her concerns.

Attendees enjoy a cocktail hour before the gala.

Dealers pose for a photo before the gala. Your MDA staff.

The gala table settings.

Don Casey accepts his award for the 2022 MDA Operations Coach of the Year.

Denis and Mary Ann Wickham accept the Years of Service award.

Fillman, McGowen and Streahle present the corporate awards.

2022 MEINEKE CAR CARE CENTERS AWARDS

CONGRATULATIONS TO THE FOLLOWING DEALERS…

• Terry Massey — Most Improved

• Bert Figearo — Growth Award

• Allen Short — Rookie of the Year

• Matt Gates and Drew Sprague — Commitment to Excellence

• Greg Masewic and Marc Arnold — Franchise Partner of the Year

• Mike Baden — Meineke Technology Award

• Scott Martin — MCO Award

• Bert Figearo — MCC System Sales Award

• Dave Repass — Top Center Sales Award

TOP TERRITORY SALES AWARDS

• Dario Giordano — West Region

• Michael Borruso — Northeast Region

• Mark Zimmerman — South Gulf Region

• Sam Greco — North Central Region

• Dave Repass — South Atlantic Region

• Matthew Cull — Canadian Region

• Paul Hammond — Meineke President’s Award

• Julie Smylie — Sam Meineke Award

• Michael Borruso — MCC $3 Million Award

• Dave Repass — MCC $4.5 Million Award

• Bryan Brown — Charitable Foundation Award

Paul Hammond and his family on stage accepting his award.

Attendees enjoying dinner at the gala.

Dealers celebrating award winners. Members of the board celebrating their awards.

Dealers and guests end the night with dancing.

Dealers wrapping up their time together.

Dealers enjoying the last meal of the convention. Thank you to our sponsors!

OUR A/C GUARANTEE

The A/C compressor is one of the most important components of a vehicle’s air conditioning system, if not the most important. It is the heart of the conditioning system and is responsible for pressurizing the system and keeping the refrigerant flowing so that it can function properly. Like any other vehicle component, it will probably fail someday and need to be replaced. How you handle the rest of the system during this replacement will directly impact customer satisfaction and minimize the chance of “comebacks.”

Air conditioning compressors from the 1990s and early 2000s were much larger and heavier than compressors today. As mandates for better fuel economy increase, vehicle manufacturers have been working to reduce the weight of vehicle components. One component that has seen significant change over the years is the air conditioning compressor. The R4 compressor of the 1990s was considered lightweight at the time; however, in an e ort to decrease weight and fuel consumption, compact-style compressors were introduced and have become the standard for all makes and models. These smaller, lighter-weight compressors are assembled with internal parts made of lightweight plastic materials. While these materials o er weight reduction, normal wear will ultimately result in residual debris contaminating the refrigerant system.

Reduced capacity systems feature much smaller passages in heat exchanges which can be restricted by debris very quickly. Because A/C systems are not routinely examined at each service interval, these conditions are rarely, if ever, caught prior to an A/C system failure. The components that are most likely to be obstructed or blocked by the debris are the condenser, the filtering device and the expansion device.

• Compressor

• Accumulator/Drier

• Expansion Valve/Orifice Tube

• O-Rings & Gaskets

• Correct Oil Type

• Cap & Valve Kit

• Evaporator (when necessary)

• Condenser (available add on)

The PAG oil in the A/C system is extremely e cient at carrying debris throughout the components mentioned. These replaceable components trap debris, much like an engine oil filter. You would never consider changing engine oil without replacing the filter, so why would you do that with an A/C system?

When a compressor fails, the A/C condenser, the filtering device and the expansion device must also be replaced, or you face a significant risk of repeat compressor failure. The 1-800-Radiator Complete A/C Kit includes the components needed to reduce failures and give the vehicle system like-new performance. Flushing the lines and the evaporator and replacing the key components (compressor, the filtering device and the expansion device) will help to ensure customer satisfaction and eliminate comebacks. 1-800-Radiator & A/C will also help you identify and order the proper A/C condenser, which is strongly recommended in the event of a catastrophic compressor failure.

A/C season is here. When you are faced with system failure, ensure you are prepared to give your customer the best repair possible. For more information, call your local 1-800 Radiator & A/C!

is a Gold partner member of the Meineke Dealers Association. The company

MDA OPERATIONS COMMITTEE RECAPS

The Meineke Dealers Association (MDA) Operations Committee met in April and June with Meineke Car Care Center President Rob Fillman and corporate representatives Jeremy McGowen, John Price and Weston Burroughs.

APRIL RECAP

Simple Tire

McGowen provided an update on the Simple Tire Program. This program is another way to drive traffic into our centers. Simple Tire will be reaching out to centers to sign up.

Project Constitution

Discussion around Project Constitution centered around the Five Star criteria, see below.

Concierge

McGowen updated the committee on ongoing pilot with Lyft and RedCap, both of which are still in pilot status. It’s reported that both pilots are going well.

MDA and Meineke Corp. Regional Meetings

Fall Regional Meetings are confirmed, and attendance seems to be at an all-time high. Corporate and the MDA are excited about this round of meetings.

Phones/Conversion and Inspection Training

Corporate is working on continued development of phone skill training.

Five-Star Program Review

The Five-Star program was discussed regarding the scoring to become a five-star center. There were concerns with certain KPI measured in scoring. McGowen stated that corporate felt, with the bonus KPIs included, that each store had a chance to achieve the minimum three-star score to qualify for Project Constitution. He also stressed that a five-star center should be exceptional.

JUNE RECAP

360 Waterfall Snap Financing will be added to the waterfall.

Concierge

McGowen updated the committee on the ongoing pilot with RedCap in the Vegas market. This pilot is in full swing and is expected to have great results.

Presidents Club

This program is returning for the first time since 2019. The 2023 Presidents Club will run from July 2023 to October 2023. More information to come on this program.

Five-Star Program Review

The Committee requested a one stop shop for dealers to evaluate their center’s score for the Five-Star program. McGowen requested that Burroughs post on a KPI scoring for each center on the Rally Points Dashboard. More information to come on this topic.

Today’s Class Training Pilot

The AutoZone training program to be introduced. McGowen is working on the pilot program.

Secrets of My Success The

Knowledge sharing between dealers is one of the most important resources the Meineke Dealers Association (MDA) and Meineke communities have. If you’re experiencing a problem in your business, chances are at least one dealer out there has had that same problem … and also has the solution. Even if a dealer is looking for general business advice or feels lost and needs guidance, there is always a Meineke dealer ready to help.

At the 2023 MDA Bi-Annual Convention, five dealers, Bryan Brown, Dave Repass, Joe LaManna, Marc Arnold and Pete Robinson, took part in a panel called “Secrets of My Success,” where they shared their perspectives on how to combat certain issues and why they made decisions that have led to their success.

Pete Robinson is a single-shop owner of Meineke Car

Care Center No. 2056 in Denver, North Carolina. Following the convention, Robinson shared his thoughts on a few topics discussed during the panel that are pertinent to dealers: single-shop vs. multishop ownership, attracting and retaining staff and training resources.

1. Single-Shop Vs. Multi-Shop Ownership

by ALLISON MCCALLUM

Making the decision to start your own business is a daunting undertaking. If you later decide to expand your business, that is another huge task that requires time, money

Pete Robinson speaks on employee retention.

and attention. Both single-shop and multi-shop ownership come with their own advantages and disadvantages, and there’s no right way to grow your business.

For Robinson, it comes down to the individual. Some business owners may have the desire to be at their shop every day and involved in daily tasks, while others want to have a hands-off approach in the day-to-day operations.

Robinson is a single-shop owner, and he enjoys being involved in his business, saying “I really have always wanted one center and to do it right. I’m intimately engaged with the operations at my center, and I prefer to work directly with customers and employees.” “I take time off when I have to, but I’m there almost every day,” he added.

From his perspective, having multiple shops creates more difficulties overall.

He commented, “I don’t have any desire to own more than one center because of the staffing issues I’ve had at my store. My personal choice is that I don’t want all my problems times however many centers I own.”

A huge part of being able to run multiple centers is having adequate and reliable staff. With current labor shortages, this has become a pain point for many small-business owners.

“Someone who is multi-shop may be able to stop by their stores less if they have reliable and self-sufficient help, but I have heard horror stories of ‘Oh, my manager quit today, and now there’s no one to run the store!’” Robinson said. This is a common issue since the start of the COVID-19 pandemic that doesn’t seem to be slowing down. Whether you are looking to grow your business or just own one shop, staffing is a critical facet of running a business.

2. Attracting and Retaining Staff

In today’s economic climate, finding ways to attract and keep staff is especially difficult. Even the process of hiring is more difficult than ever for most small-business owners.

Robinson’s solution is to use online platforms for job postings. “The way that I’ve been doing my hiring over the past eight years or so has been through Indeed,” he said. “Other people on the panel said they had a lot of good experience with Workstream which is a service that targets specific audiences with your job ads. I’m going to start using it soon after hearing recommendations from other dealers,” he continued.

Another facet of staffing is retention. Business owners are constantly working to keep benefits appealing and employees happy. Robinson’s approach is to offer competitive benefits and treat his employees with kindness.

“As far as retaining good help, basically, just treating people with dignity, respect and appreciation and treating them like human beings helps you retain the staff you already have,” Robinson commented.

Continued on page 26

Marc Arnold shares his thoughts on how to attract good staff.

Secrets of My Success

Continued from page 25

“If you have a temper, and you yell at people and treat them badly, they are going to leave and find somewhere else to work.”

He added, “I like to treat people the way I would want to be treated if I were one of my employees.”

A higher wage isn’t the only thing employees are looking for these days when it comes to benefits.

Robinson takes pride in offering his employees benefits they need, saying, “We have long-term retention tools like 401k plans with company match, good health insurance, paid holidays, paid vacations. All of the extra benefits that people ask for.”

The only way to stay ahead of the labor shortage is by taking care of the staff you have, so they don’t want to look for employment elsewhere.

3. Training Staff and Resources for Training

Properly trained team members are the backbone of any successful Meineke shop. Whether the training is technical or customer service, both are necessary for your team’s success.

For Robinson’s business, he typically hires mechanics already well-versed in car maintenance. “If there is something I need my employees trained on, I will utilize outside resources like classes at auto parts stores. I like to make sure the training is interesting and valuable to my employees,” he commented. If your employees need to learn a new skill or just a refresh, he suggests researching classes and training sessions in your area.

Though Meineke Corp. does not provide technical training, they recently started offering a phone clinic to train technicians on proper customer service etiquette over the phone.

Robinson stated, “One of the things corporate has been most effective at lately is phone training. They put on a great phone clinic in Charlotte last year that was well attended, and I did notice that my staff got something out of that class.”

“It definitely moved the needle on our phone retention. I would probably stress that this is something that needs to be done yearly as staff rotates, because there are scripts and techniques that are important to learn,” he added. “From listening to calls from my store, I am honestly surprised certain customers came in based off the service they received on the phone. People become complacent, and they need to be reminded how important it is to greet the customer over the phone with a welcoming tone.”

Don’t wait to properly train your staff until an issue arises. Stay vigilant when onboarding new team members and make sure existing staff gets a refresher on important skills required for running a successful shop once a year to keep them mindful.

While these tips aren’t the only tools necessary for success at your Meineke shop, all of them are guaranteed to get you on the right track for growth, whether that is just at one store or more. Remember, your fellow Meineke dealers are a valuable resource, so utilize the wealth of knowledge MDA members have to offer.

Board member Chris Dalen addresses the crowd.

Are they not entertained?!

Listen up. Keeping your customers happy keeps them coming back for more. And making sure they’re entertained while waiting for oil changes, tire replacements or brake jobs has a direct impact on repeat business and referrals.

So what’s the best way to entertain your customers?

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No matter what your customer base looks like, Atmosphere is the perfect solution for your auto repair and maintenance business! With all of the options available in our library, you can be sure that every visitor who stops in your shop will find something they want to watch. And with our reliable, easy-to-use technology, you can set the tone for your business and deliver a memorable experience to your customers every time they visit.

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Atmosphere is a Silver partner member of the Meineke Dealers Association. The company may be reached at atmosphere.tv or 512-572-9741,

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Elements of the Entrepreneurial Mindset Series

Element No. 1:

Freedom and Responsibility

The drive for almost every entrepreneur begins with a desire for freedom.

This was the case for me. I’m the fourth of six kids. Growing up, I often felt I had five parents telling me what to do. My parents and siblings are all wonderful folks, but my position in my family drove me to want freedom in making decisions. I started out as a college soccer head coach and high school math teacher, which provided me with about as much freedom as you can imagine. Ultimately, I started my own business because I wanted to teach ideas on individual and group performance, and that isn’t what high schools and colleges were looking for me to do. I wanted the freedom to teach what I wanted to teach.

Other entrepreneurs land on this desire for freedom in other ways. Perhaps they were the oldest child, used to being in charge, and being the head of their own business just made the most sense to them. Other people worked for an entrepreneur and liked the idea of running their own show. No matter how they got there, they found a deep desire to be in charge of their destiny and were willing to put up with the long, hard hours of entrepreneurship.

Ironically, many non-entrepreneurs think that money is the driving force for an entrepreneur, but in my experience of being an entrepreneur and working with entrepreneurs, I have found that freedom is actually the most important factor. Many, many business ventures fail within five years. And yet, entrepreneurs try again and again. Why? Because they want the freedom to make their own decisions, even if it leads to another failure.

How important is freedom to you? Do you prefer working for a manager or a business owner who provides you with clear parameters on what to do and what to achieve? For many people, total freedom to figure out what to sell and what customers to pursue would not be an enjoyable experience. It would feel like too much pressure. For other people, this type of pressure is what fuels them and keeps them energized.

It's very important for you to decide how important freedom is for you in your work life. It’s not that one way or the other is the better way. It’s just that the desire or lack of desire for freedom in your work is a very important first step for you to discern.

If you choose freedom and entrepreneurship, then you will have to deal with the upside and the downside of that decision.

The Responsibilities of Entrepreneurship

The freedom part is actually the easy part. The hard part is taking on the responsibilities of entrepreneurship.

Responsibility No. 1: You Are Your Brand

Everything you do and say affects the way people think about your business.

If you tell a dirty joke, scream at a kid during a youth baseball game, get drunk, use filthy language with employees in front of a customer or sell a faulty product, you affect the way people think about your business.

If you treat employees and customers with respect, if you are a positive force in your community, if you avoid taking shortcuts to impress people and if you back up your promises regarding your products and services, then you affect the way people think about your business in a positive way.

Everything you do and say affects the way you and your business are perceived.

Responsibility No. 2: Every Employee Affects Your Brand

This is true of all your employees. If your employee is rude to customers, then the customers will assume that you are rude and that your company is not something they want to deal with.

This is a major responsibility. You might be a great person to be around, but if you allow your employees to act in ways that reflect poorly on your business, then it’s just the same as if you did those things. Clarifying, attracting, selecting, placing and developing the type of employees you want representing your brand and removing employees that you don’t want to represent your brand are very important responsibilities of the entrepreneur.

by DAN COUGHLIN

Responsibility No. 3: You Strengthen or Weaken Your Culture Every Day

A company’s culture is how people across the organization act on a consistent basis. It doesn’t matter what is written on the walls. And the number one person who affects a culture is the owner of the organization.

Think about that for a moment. Your attitude, words and actions have a tremendous and immediate impact on your culture. Before you move into action, really consider whether you are building the culture you want or one you don’t.

Responsibility

No.

4: Every Day You Have to Clarify Important Items

When the business day gets rolling, it’s very easy to lose sight of the core pieces of your business. Here are a few questions that you are responsible for answering every day:

a. What is the value we are selling?

b. What types of customers are we trying to sell that value to?

c. What products and services will deliver that value to those customers?

d. How will we let those types of customers know that we have this value to offer them?

It’s your responsibility to coordinate the efforts of other people to market, sell, deliver and charge for this value to those customers. It sounds so simple, but it’s very easy to fall into the trap of losing sight of these four questions.

Freedom comes with responsibility. They are the two sides of the same coin. They are the starting point of entrepreneurialism.

Since 1998, DAN COUGHLIN has worked with serious-minded leaders and executives to consistently deliver excellence. He provides executive coaching, leadership and executive development group coaching programs and seminars to improve leadership and management performance. His topics are personal effectiveness, interpersonal effectiveness, leadership, teamwork and management. He also guides strategic decision-making meetings. Now, he is also focused on helping people to develop their entrepreneurial mindset. Visit his free Business Performance Idea Center at www.thecoughlincompany.com

“

Generation Z Productivity:

What to Expect From the Newest Worker Demographic

…A new generation is on the rise, and the first step to communicating with them is understanding they aren’t just another Millennial.“

– Pamela La Gioia, American business author

The Entitlement Refrain

The post-Millennial generation of workers, born from about 1995 -2010, has now entered the American workplace in earnest. Some 74 million strong, this diverse cohort comprises about one-quarter of our population, and almost 40% of the workforce. They’re more plugged into the digital world than any generation before them and have never known any other lifestyle.

Although Generation Z’s oldest members have worked steadily for a decade, some business pundits still don’t know what to think of them or how to handle them. And as with Millennials, many of the experts’ expectations regarding Gen Z have proven mostly wrong.

It’s amusing, sometimes, to look at early opinions of changing business paradigms. As Millennials were still getting firmly established, older business generations often misconstrued their independence and lackluster corporate loyalty — fueled by the ways businesses treated their parents during the dotcom bust and Great Recession — as lack of focus and laziness. Some observers initially assumed the newest generation of workers would wind up acting even more entitled, self-indulgent and self-centered than they thought the Millennials were.

by LAURA STACK

Fast forward ten years or so, and there’s still little consensus about what to expect of Gen Z overall. However, there are a few things that most observers agree on. It turns out Generation Z is more conservative than Millennials, moving back toward the Baby Boomer/Generation X idea of business, though they still

have an entrepreneurial mindset. Some experts are disturbed by the perception that Gen Z’s devices seem grafted to their hands and think this will certainly diminish productivity, but that doesn’t seem to be the case.

Here’s what you can expect of Generation Z workers in terms of productivity:

They’re not just a bunch of geeky kids. They’re just more tech-savvy than older generations, since they grew up with the technology. Some view their reliance on social media as distracting and isolating, though Gen Z members themselves see it as a way to connect with people all over the world. To them, it’s a form of global networking — which can become productive, as they make connections with potential business partners, the worldwide audience and the global workforce. They often see their devices as extensions of themselves. All they need to do is harness and channel these interconnective tendencies to leverage them productively. Furthermore, they’re comfortable with digital data and analytics and tend to be creative and design oriented. In most ways, their digital competence serves as a strength, and smart managers, no matter their generation, will take this into account.

so than Millennials. They value independence, though prefer job security more than Millennials.

Engage, Engage, Engage!

For the foreseeable future, Generation Z will comprise a significant portion of the workforce, and within a decade, they may well dominate it. If you can engage their drive to achieve and contribute, you’ll enjoy fantastic productivity from them … but isn’t this true for every generation? Business insiders suggest mentoring and managing them with Millennials, letting them try and fail if necessary and encouraging them to think on their feet. Let them use their devices for research and connection and take advantage of their familiarity with technology in any other way that benefits your business.

feedback they crave, they’ll give freely of their time and energy. They enjoy volunteering and participating in community work the company gets behind.

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time and energy.

© 2023 Laura Stack. LAURA STACK, MBA, CSP, CPAE, is an award-winning keynote speaker, bestselling author and noted authority on employee and team productivity. She is the president of The Productivity Pro Inc., a company dedicated to helping leaders increase workplace performance in high-stress environments. Stack has authored eight books, including “FASTER TOGETHER: Accelerating Your Team’s Productivity” (Berrett-Koehler 2018). She is a past president of the National Speakers Association and a member of its exclusive Speaker Hall of Fame (with fewer than 175 members worldwide). Stack’s clients include Cisco Systems, Walmart and Bank of America, and she has been featured on the CBS “Early Show,” CNN and in The New York Times. To have Laura Stack speak at an upcoming meeting or event, call 303-471-7401.

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of structured work and hierarchies than Millennials. Despite their digital orientation, they value the human connection with their teams and prefer face time with their leaders, with frequent feed back. As a group, they’re less prone to expect validation and view failure as a chance to learn — the old “fail forward” concept older work generations will find familiar. They’re also very competitive and driven by financial and career goals.

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third of them (fewer so far than Millennials) see work/life balance as a priority and take this into account when choosing jobs. While more are loyal to their employers, they still want to have things their way — and in many cases they can get that, with remote working and by leveraging the gig economy. They’re also quite entrepreneurial and like their “side hustles,” though perhaps less

If they get the feedback they crave, they’ll give freely of their

Should You Care About the National Labor Relations Board (Whatever That Is)?

Most people, to the extent they know about the National Labor Relations Board (NLRB), mistakenly believe it only has to do with unions. This is actually not correct because although the NLRB is often in the news in connection with unionized employers or targets of union organizing activities, the NLRB enforces the National Labor Relations Act (NLRA), a 1935 law which applies to most employers. Unless you are an airline, railroad, government or very, very small business, you are covered by the NLRA and, thus, subject to enforcement action by the NLRB. “So what?” you might ask, “In all my years of business, I have never come across them.” If that is the case, you are far luckier than a number of businesses that learned the hard way in 2012 that disciplining employees who were exercising rights under the NLRA could result in substantial penalties and bad publicity.

The “Fight for $15” campaign, a “grass roots” movement, supported by the SEIU national labor union, began in 2012 with around 200 fast-food workers who were not unionized, walking off the job and picketing their employers, demanding $15/hour. A number of those picketed employers disciplined, including with termination, the picketing/striking employees. Not surprisingly given the publicity and the involvement of the SEIU, those employers received a swift lesson about employees’ rights under the NLRA and the procedures of the NLRB. The consequences were legal bills, orders of reinstatement of terminated workers, backpay, posting of notices

by DOUG DUERR

and other remedies.

With the passage of 11 years, the memory of those events has faded for many, if not most, retail employers, and many of the supervisors and managers working now had not entered the workforce and are not likely to know of these events. Why does this matter? The employee rights under the NLRA still apply and continue to apply even when there is no union. The rights are set forth in Section 7 of the NLRA and are as follows:

Employees shall have the right to self-organization, to form, or assist labor organizations, to bargain collectively through representatives of their choosing and to engage in other concerted activities for … mutual aid or protection, and shall also have the right to refrain from any or all activities …

What does this mean? While it could take a textbook to explain it fully, stripped to the bare minimum, it means that if two or more employees (or one with the authority of one or more employees or as a logical outgrowth of communications/actions with one or more employees) engage in activity that is intended to improve the conditions of employment, that conduct is protected. Indisputable examples of the exercise of §7 rights include work stoppages, picketing, leafletting and other forms exerting economic, political or public relations pressure on an employer to improve workplace conditions. To be clear, not all conduct is permitted. For example, vandalism, violence, work slowdowns, maligning the employer’s products/services, deliberately false statements and the like are not protected.

So, again, since the Fight for $15 has been largely out of the news since 2012/2013 (although it still has an actively updated website), why does this matter, and who cares about the NLRB? Being aware of the rules stated by the NLRB matters; and you should care because there have been some relatively recent developments that increase the potential for you and your business having contact with the NLRB.

First, public support for big labor is the highest it has been in many decades. A Gallup® poll from last year found that 71% of Americans have a favorable opinion of labor unions. Couple that with a steady stream of news of workers organizing at Starbucks®, Apple® retail stores and Amazon® locations, workers throughout the U.S. and in industries not normally targets of union organizing are beginning to take action.

In addition, the NLRB increased its active presence on social media to target younger workers, now regularly posting regarding legal developments and expansion of employee rights. In fact, I recently heard an anecdote from an NLRB official about members of the public finding out about changes in the law even faster than the front-line personnel of the NLRB’s field offices. Combine that with changes enabling workers to file charges against employers electronically, and it is clear why there has been a dramatically increasing workload at the NLRB.

Second, the top lawyer for the NLRB has been aggressively and openly pushing an agenda intended to facilitate unionization by removing from workplaces any rule, policy or practice that

might “chill” employees from exercising their rights under §7. Similar to what the NLRB did during the Obama administration, the NLRB is targeting “standard” clauses in policies and employment contracts/separation agreements requiring confidentiality of compensation, settlement terms or other matters relating to the terms and conditions of employment as well as policies/contract clauses prohibiting employees (or former employees) from disparaging their employer.

Does all this mean that your business is next for union organizing or activity or that the NLRB will be knocking on your door as I complete this article? Probably not, however, it does mean that you need to make sure your managers and supervisors, before issuing discipline or warnings, have been trained to recognize employee activity that might be protected by §7. You should also have your handbooks, personnel policies and employment/separation agreements reviewed to lessen the likelihood that the NLRB finds your business has committed an unfair labor practice requiring an economic or other remedy (e.g., having the CEO make a public statement regarding the unlawful conduct and promising not to violate the NLRA in the future).

There is no doubt that the rules of the game are changing constantly, making an ever-challenging environment for your business. This means that even if you could ignore the NLRB in the past (which you really couldn’t), you need to make sure you pay more attention to it now and for the foreseeable future.

DOUGLAS H. DUERR is a partner at Elarbee Thompson, a national labor and employment law firm with an industry practice area focused on franchisees. Learn more at www.elarbeethompson.com.

Invisibility

There are very few truly cruel managers in the business world, despite what we see on television and in the movies. Yes, there are managers who are incompetent, neglectful and uncaring. But real cruelty is rare. Very few managers yell, scream, fire people at whim or hang up the phone without saying goodbye. On the other hand, we've all seen managers who often act as though their employees are "invisible." This article is about what managers do that make employees feel unimportant and, therefore, invisible.

How many times have you stepped into a boss' office to discuss some matter, and he/she takes a phone call in the middle of your discussion? What are you supposed to do, stand there? Sit down? Signal that you'll come back? Your boss has just told you, "For the next few minutes, you are invisible." How many times have you seen managers, either alone or in packs, pass by employees with absolutely no acknowledgement? Employees who are quietly looking for some signal of recognition and receiving none feel invisible. Another example: You've been called to the boss’ office, and he doesn't look up until finishing the document he's reading. You don't exist. We've all had it happen to us, and if we're honest, we've done it to others. Employees will verbalize the situation with statements such as, "I don't feel appreciated," or "I don't feel

valued." What these employees are really saying is, "I feel invisible."

I believe that this feeling of invisibility is a real problem in today's work environment and is the cause of a lot of frustration, unhappiness and employee turnover. People want to feel recognized. People want to feel important and needed. Psychologists have told us for years that feeling needed and worthy of recognition is one of the most basic of human needs. It is very hard for employees to perform at their best when they feel unimportant. I remember watching a manager holding an important yet friendly conversation on a cell phone. The manager walked into a subordinate's cubicle and proceeded to rifle through some files that were on the desk, obviously looking for something related to the phone call. At no time did the manager even make eye contact with the person sitting in the cubicle, even though that person stared at the manager the entire time. Everything about the manager's behavior communicated, "This cubicle is empty." It wasn't.

by DENNIS SNOW

Most of us don't purposely treat people as invisible. It is an error of omission. We get wrapped up in what we are doing or

where we are going, and we ignore everything around us. We put our heads down, hit the accelerator and everything and everyone around us disappears. But we don't disappear. Our employees see us, and they know that we don't see them. And every time it happens, their feeling of value slips a little more until they decide to go somewhere they feel appreciated. These employees will say that they are leaving for a new opportunity. Why did they seek a new opportunity? Because when you're invisible, you don't see much opportunity in your current spot.

It doesn't take a lot of effort to make sure people feel noticed. A smile, a hello, a "How did your son's game go last night?" are small courtesies that let your people know that you know they are there and are important to you. I vividly recall an incident that occurred many years ago. I was eating lunch with my boss, Bob, when an executive and a few corporate layers up the ladder walked up, greeted us both, and said, "Bob, where have you been?" My boss had been immersed in a large project for a couple of weeks. They chatted about the project for a few moments, the executive

showed genuine interest, joked a little, and the conversation ended with a friendly, "See you later," to both of us. The whole interaction took 60-seconds at the most. I could tell, however, that Bob thought it was pretty cool that this executive noticed he had been missing in action for a couple of weeks. He was visible.

For the next 30-days, make a conscious effort to ensure that your employees don't feel invisible. Say hello, talk to them, have lunch with them, notice little things on which you can positively comment that let employees know that you see them. Some of you may be thinking, “Isn't this just an exercise?” Yes. And exercise is good for you. If doing this 30-day exercise gets you in the habit of making sure those around you feel important and valued, then the exercise is worth it. If one employee who was considering leaving decides to stay because he/she no longer feels invisible, then the exercise is worth it.

Who among your employees do you imagine feels invisible? You know what to do.

DENNIS SNOW is a business author, speaker and consultant who helps organizations develop world-class customer service. He is the author of two books, "Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life" (Snow & Associates), and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service” (Wiley). Dennis can be reached at www.snowassociates.com, or at 407-294-1855.

Most of us don't purposely treat people as invisible. It is an error of omission.

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