Past wisdom still rings true

Jan. 1, 2020
In my I-CAR days I actually had someone say to me at a trade show booth, when I asked if he was familiar with I-CAR, "Yep, we had one of those I-CARs in the shop last week!"

To Be or Not to Be?" That question has been a famous line for hundreds of years, and it couldn't be anymore applicable today then when it was first stated.

To be ... proactive with the changes that are taking place in our industry today? To be ... involved in your business to improve and remain competitive? To be ... looking for opportunities to strengthen your position in your market? To be ... willing to change and adapt to your new changing business needs? To be ... ready to get the training that is necessary to make all these possible?

Certainly there are a great more number of possible "to-bes," but time will certainly tell who in our industry will be among those who are "not to be."

A similar transition took place in the early 1980s when the new unibody entered our industry.

The vehicles changed and so did the needs of the business, the equipment required and the training necessary to keep pace. It took a long time for many to catch up if they didn't decide to get out.

Today, however, it is just not limited to technical changes taking place, even though that is also a factor creeping up on us from many directions. There are many "special" vehicles entering the marketplace today with very specific requirements.

If you have two similar-looking vehicles, one new and one a few years old, repair procedures for the newer one may be very different than for the older one. But that isn't the only thing changing. Today the changes also include fundamental business revisions that will require some hard business decisions to be made.

Having worked with many shop owners worldwide, these changes are extremely painful for those that are currently on the "disadvantaged side." What is disappointing is that most of what is and will continue to happen is not a surprise to those that stay involved in the industry and participate on a state, regional and even national level.

Are shop owners trying to stop these changes? The answer, for the most part, is "No." These changes will happen with or without us. However, these shop owners do stay tuned-in to the subtle areas that affect the direction and future of their businesses, and make their decisions accordingly, while many of their competitors are not even aware of the changes until it may be far beyond the "easy point."

It's unfortunate that so few in our industry join their own industry trade associations, let alone participate regularly in state, regional or national events. This resource can go a long way in keeping you abreast of the changes to come. Today, you can't seem to pick up any industry publication without seeing articles and commentaries about State Farm's "new" Select Service Program. Believe it or not ... it too was foretold and suggested a few years ago, but was anyone listening?

Now that it's here (or soon will be in your area), it is the talk of the town (no pun intended). "Will it be this, will it be that ... will I be on it or not?"

Certainly it will evolve and certainly it will someday be understood, but today it is an unknown to many even though State Farm (mostly thanks to George Avery) has provided in numerous forums their current vision for the program in an open and honest discussion. It certainly looks as if it will require many to make hard business decisions regarding pricing and value added services. To some this will not be easy.

For some it is "not to be." But is this it? Certainly not. There is no doubt the level of accountability, and to become self managed through technology, is going to be a difficult change to many. I can still remember thinking, "How in the world would a fax machine ever be a valuable tool?" Then how a management system could be valuable (not to mention the $30,000 computer)? Today it is all about having information — instantly and precise. This is a great thing for those that know how to leverage the information. For others it is like handing a repair manual to fix a NASA spacecraft written in Chinese. Where do we start?

  • New technology software tools are just entering our industry that will show you where you are for every accountable ratio upon which you are reviewed. Self-auditing tools to ensure your estimate is precise have been here for a few years now, but they are becoming better understood and utilized.
  • Training programs on the Web with online learning centers are here and being utilized by your fellow market competitors to provide them an edge for today and in the future. But what is the majority of our industry doing? Often shops simply wonder what they are going to do today, or fail to realize anything is changing. "It just seems that business is a little down from years before."

I realize those of you who stay abreast of industry trends, and vital training, may find it hard to believe that a vast number of shops do not know what is happening. Some shops I've visited are just discovering that Nixon is no longer president. Read an industry publication? Subscribe to free e-newsletters like ABRN's E-Pillar? In my I-CAR days I actually had someone say to me at a trade show booth, when I asked if he was familiar with I-CAR, "Yep, we had one of those I-CARs in the shop last week!"

So what is going to happen? For those who continue to do the right things for their business and stay abreast of what is happening while looking for opportunities to increase their market share with sound business decisions — you certainly are doing what it takes "To Be." Those who are not are destined, "Not To Be."

Please send your comments, questions and potential discussion topics you would like to see addressed in future columns to [email protected] For additional information you can also visit www.aeii.net

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