1. business and industrial

P RINCIPLES
OF DELIVERING
A GREAT SALES EXPERIENCE
TO WOMEN BUYERS ……....3
February 2015

SKILLS TESTING NEW TECHNICIANS ……...... 4
 TECH
TIPS: THE VALUE OF
PHOTOS …………... 6
ASCCA Chapter 48
news
TO ELEVATE AND UNITE AUTOMOTIVE SERVICE PROFESSIONALS & GIVE THEM A VOICE.
President’s Message
Dear ASCCA Chapter 48 & Friends:
CALLING ALL Chapter 48 MEMBERS! We need you on the board. JOIN US as we collaborate and create this year together. Be a part of the State board, take a trip to
Legislative Day and meet the leaders of our State and in our industry. Be a representative of the chapter at the State Board meetings in Sacramento and collaborate and mindshare with the top shops across California.
Join us at our monthly board meetings as we enjoy some dinner and each other’s
company to bring chapter 48 great programs for the year. If you are interested in
joining the board or even attending just a few meetings and being a part of a special committee, like membership (which is perfect for our associate members), Summer Conference, Holiday Extravaganza, Education & Training.
Maybe you want your son or daughter to learn the business
The board or a committee is a great way to learn leadership and have mentors and
learn from other shop members. Spouses are always welcome too.
Please give any board member a call THIS WEEK! We would love to have you as we
kick off 2015 on THIS Wednesday (February 18th), at Embassy Suites in Brea with Jeremy O’Neil & How to increase your sales!
(Continued on page 2)
MAXIMIZE YOUR SALES! JOIN US! 02/18/15
Kick-start your Business in 2015!
Is 2015 YOUR sales year? It should be!!
Join Jeremy O’Neil, the President and Founder of Advisor Fix
©ASCCA Chapter 48 News
(See flyer on the next page)
February 2015
Visit Us at:
ascca48.com
1
Do you want to
INCREASE SALES in 2015?
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President & Founder
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Sales
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Sharpen Your Sales
Skills for 2015!
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U
in
Jo
1st member dinner
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BREA
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Ph:(714) 990-6000
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Presidents Message Continued…
On a separate note, I was recently reminded about the “Speed of Trust” by Stephen
Covey. There are many versions of this, but Mr. Covey’s book is worth the read. You will
take from it what you want, or what speaks to you, as we all do. What I would like to
say for now: I challenge all of you to take stock of those key relationships; those you
work with, those you volunteer with and your family and friends, and notice what is
easy and effortless, fast and moves well, and that which seems to have constant roadblocks and currents where you are swimming upstream. There is a definite “speed to
trust”.
When you trust someone, you give him or her the benefit of the doubt. You pick up the
phone or go to see them and you communicate when there is a gap or misunderstanding. You make a lot less negative assumptions. When you don’t trust someone,
for whatever reason, it takes exponentially longer to get anything accomplished, or to
communicate for that matter. There is frustration and the need for over-explaining and
justifying, it is just a very difficult way to work or to be. I am not saying to take the
checks and balances out of work, or other professional areas of your life – that is essential and just good business. What I am saying is that when you know you don’t trust
someone, and they are necessary in your life or you want them in your life, you need
to figure out what the truth is and build the trust again. I believe often times it may be
a miscommunication. We all bring our own history and experience to the table and it is
difficult not to judge or make assumptions. Covey talks about how to build trust in business, he also has you look inward. Maybe things are difficult because someone does
not trust you and you were not aware of it.
Take an assessment (internally and externally), change what you can, let go of the
rest. If you find you have a truly untrustworthy person in your life, someone who steals
from you for example, then perhaps it is time to say goodbye. It seems so obvious.
When the light bulb came on for me that working and collaborating with people we
trust is 10x faster and more creative than working with those we don’t, it makes sense
that we would revisit this from time to time and make sure the areas where we have
control over this are in sync. And it just feels so much better to work with people you
trust, when you can. I believe we must create what we are able to around this area,
change what we can, build the trust, and what we cannot, let go. It will make life and
work so much easier, productive and joyful. It is something to think about.
I am looking forward to seeing you all Wednesday, February 18th at Embassy Suites in
Brea! Let’s get our Sales On for 2015!
Cheers!
Denise Piña
Brea Auto Body, Inc.
Chapter 48 President
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
2
Principles of Delivering a Great Sales Experience to Women Buyers
By Bridget Brennan
January 31, 2015
forbes.com
No matter how much research a woman has conducted online, or how many times she’s seen an ad, the
critical purchasing moment often comes down to that “last three feet of the sale.” This is when she’s standing on the sales floor, talking directly to a salesperson, hands on hips, deciding whether to buy. At this juncture, all bets are off. It’s here, in this moment, that mistakes are frequently made and sales are lost – often
because women have different expectations of the sales process than men do.
Whatever you’re selling, the gender of the person you’re selling it to can make a difference in how your pitch
is received. Most sales coaches and training programs overlook the simple question of whether the buyer is
a man or a woman. Gender is central to a person’s identity and life experience, and it impacts perceptions
of everything from body language to vocabulary use. Sales is simply a form of communication, after all, and
communication is where men’s and women’s styles can differ most.
Women are often evaluating the salesperson as much as the product. Selling a product is one thing; selling yourself is quite another.
Selling to women successfully requires both. This is especially true in
high stakes, big-ticket sales situations. The higher the price, the more
she has at stake, and consequently women want to buy from someone
they feel they can trust. During the consideration process, women will
fast-forward to a worst-case scenario of something going wrong after
the sale, and they’ll try to imagine whether they could count on the
salesperson if it does. They are often willing to pay more for better service and the peace of mind that comes from it. A bad sales experience can kill a woman’s intention to buy,
not matter how much she wants the product.
Women factor in the needs of people who aren’t there. When women shop, they
often evaluate how their purchases may impact the people they care about
most. They automatically factor in the needs and opinions of these family members,
friends and colleagues, even when they are the sole decision maker in a transaction. It’s important to address these absent influencers during the sales process, by
asking your prospect if there are other people who will be using the product or involved with it in some way. By doing so, you may be able to surface unspoken barriers to the sale.
Product benefits are more powerful than specs alone. Every industry has
its own acronyms and lingo. You may sell your product every day of your working life,
but your customer may buy it once every 10 years (or less!). It’s hard to keep the perspective of an outsider, which is why focusing on the real-life, practical benefits of your product is so important. Challenge yourself to match at least one benefit with every product spec you mention. For example, instead of saying only, “This side-by-side refrigerator/freezer is 30 cubic feet,” it’s more powerful to say,
“This side-by-side refrigerator/freezer is thirty cubic feet, which means it can hold up to ten frozen pizzas.”
Appreciation goes a long way. A sale should be looked at as the beginning of a customer relationship,
not the end. Women want to know their business is appreciated when they spend
money with you. What are you doing to actively demonstrate appreciation for your
customers’ business? Whether it’s a personal thank-you note, discounts on a future purchase, a free gift, an invitation to a VIP event or some other thoughtful expression of gratitude, these gestures work to build a relationship that goes beyond
the sale and may make your customer feel motivated to recommend you to others.
No matter what your industry, at the end of the day you’re really only selling one
thing, and that’s help. Delivering a superior sales experience can mean all the difference between why
someone buys and why she doesn’t.
©ASCCA
Chapter 48 News
©
3
February 2015
Visit Us at:
ascca48.com
3
Skills Testing New Technicians
Testing technicians during the hiring process can help you determine if they will be a good fit for your shop
By Anna Zeck
ratchetandwrench.com
February 2015
Just because a technician looks good on paper doesn’t always mean their skill level will be up to par, says Mike
Davidson, owner of Parkway Automotive in Little Rock, Ark., and a coach with Elite Worldwide. A technician
may claim to be the perfect fit for the job during an interview, but ends up being a
disappointment once they get on the shop floor.
“One of the things I’ve learned is that there is a ton of literature out there to teach
people how to be interviewees,” he says. “People know what to say to get hired.”
That’s why Davidson has worked to develop a system for hiring that leaves little to
chance. Skills testing your technicians during the hiring process—with written or
hands-on tests—can help you identify whether technicians need additional training,
what job to hire them for, and if they have the skill level to be successful at your
shop in the first place. Davidson says doing so has helped him create an environment with not only a harmonious team that works well together, but also where
new hires are more likely to succeed and with less uncertainty.
Worth the Effort
Many shop operators waste time and money by hiring inadequate technicians, says
Bill Greeno, owner of Quality Automotive and Smog in Truckee, Calif. Putting enough effort in up front
to ensure they hire quality workers is key, as finding out a technician
doesn’t cut it after they already started working at the shop wastes
valuable time and resources. Greeno says shop owners commonly
make hiring decisions based on first impressions of a candidate after
a short interview. The danger, he says, is that those candidates are
prepared for most questions and may only tell you what you want to
hear.
“There are a lot of people out there who will say anything to get
hired,” he says. “They’ll lie if they have to. A lot of people don’t
even consider it lying because, ‘Of course I’m going to say whatever I need to say to get the job.’” The only way
to understand a technician’s abilities is to test them. There are a number of testing processes that can help shop
owners identify whether technicians are right for the shop culture and if they know acceptable repair processes.
Testing Technicians
Mike Haley, a team leader with the Automotive Training Institute, says that the most common tests he helps
shops create are aptitude tests for technicians. He says he recommends that shop owners create working interviews, where they set up a car with a problem, make sure the candidate has all the necessary tools, and give them
a time limit to find out what the problem with the car is. Haley says he recommends using the owner’s car and not
a customer car for the exercise, and simply pulling out a fuse or disconnecting something purposely.
“I think what better way to figure out how they work than actually watch them work?” he says. “You want to
look at how they went about finding the problem, did they take the right steps, were they in the right area.”
Haley says the testing areas vary depending on the position, but he recommends testing for diagnostic skills and
wiring schematics for A-level techs, bolt-on aptitude for B techs and maintenance items for C techs.
Continued on the next page
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
4
Skills Testing New Technicians
continued from page 4
If you don’t have a test vehicle available in your shop, Haley says he also recommends verbal tests by asking open-ended questions. As the final step in his hiring
process, Davidson, for example, has candidates go out and meet with staff members one-on-one in their bays. “All of my staff have been trained to ask them
questions that can help me determine their skill level,” he says. “They’ll ask
technical questions or what-would-you-do-in-this-situation questions that they
can’t bluff their way through. Then we all meet together and decide who will be
offered the job.”
The testing allows Davidson to see the candidate’s skill level, as opposed to
merely their interview. He says it’s a quick way to assess which candidate might
be a better fit for the shop and allows existing staff members to get to know candidates and weigh in.
Skills Testing Service Advisors
When it comes to hiring service advisors, both Davidson and Greeno recommend
testing personality strengths. Greeno says he wants to make sure that service advisors are able to communicate and get along well with others, and says that these types of quizzes offer a window into how they might interact with customers.
“There are particular strengths that just don’t play well with others and
aren’t adaptable,” Greeno says. “To work in a small group of people, you
have to be adaptable.” He has service advisors take a “Strengths Finder”
quiz, a multiple-choice quiz that introduces 34 dominant personality
“themes.” Greeno says he uses the tests as a way to compare the responses
from the candidate’s interview and identify if they fit in with the existing
service advisors.
Identifying Training Needs
Although skills testing new hires can have a number of helpful benefits, Haley cautions against relying on it too
heavily. “One of the pitfalls I see shops fall into is putting a tremendous amount of weight on just that aspect of
it,” he says. “Sometimes they won’t even consider someone they normally would hire. You don’t know what to
do at that point because you like that person but they didn’t score very well.” Haley says it should instead be
viewed as part of a greater picture and not the sole decision factor. Sometimes a technician’s skills fit the job they
applied for, and sometimes their skills are a better match for another position in the shop, he says. For example,
rather than letting the technician go, he could be moved to a different
department.
Finally, Haley says skills testing could also be used to identify training
needs. Standard operating procedures can differ from shop to shop,
and a technician may just need extra time to get up to speed in a new
facility.
“I can teach anyone to do almost anything,” he says. “I would absolutely like to take someone who has my same beliefs and who I can
train.”
The point, he says, is that doing the testing up front allows you to identify a technician’s strengths and weaknesses and save time up front to deal with any quality or training issues.
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
5
Cooper & Casanova’s HIGHTech Tip:
The Value of Photos
By Mike Mavrigian
autoserviceprofessional.com
December 16, 2014
Since it seems as though just about everyone these days has a “smart” phone glued to their
head or stashed in their pocket 24 hours a day, we may as well take advantage of the camera
feature of these phones while inspecting, diagnosing and repairing customer vehicles.
When performing an engine oil change, you perform a cursory inspection of the belly,
checking the condition of tie rod ends, lower radiator hose, transmission cooler lines, fuel
lines, brake lines, CV joints, U-joints, etc. When you find a leaking trans output seal, rusty
fuel lines or leaking shocks, you may make a mental note or record your findings on paper. However, as we all know, a picture is worth a thousand words (OK, maybe with inflation it’s now worth 10,000 words).
On occasion, a first-time customer may not believe you, and may assume you’re simply trying to rack up the bill.
By showing them photos with documented proof of the problem, they’re more inclined to OK the work. By the
same token, after diagnosing a problem and after making the necessary repairs, by snapping a few photos of the
work, you’re able to show positive proof that the repair and/or parts replacement has indeed been performed.
With the high-speed cellular technology provided by today’s phones, you’re able to easily text the customer and email photos in order to have the work authorized even when the customer isn’t in the
shop.
Once the photos have been taken (and possibly reviewed by the customer), instead of deleting
them, upload them to the customer’s file for possible future reference. This can provide an aid
for you during future diagnosis (for example, the engine threw a P0401 EGR insufficient flow
code. Maybe you determined that the valve was OK but the passage was clogged with deposits,
and you cleaned it out. If the vehicle comes back in with the same code, you have a reminder of what you did previously and can move on to checking other potential areas). Or maybe you replaced an O2 sensor, and two months
later the vehicle is back with the customer complaining of a big dent in the floorpan, assuming you did that when
hoisting the vehicle on your lift. When you review the photos you took, you can prove that the floor was not dented
when in your shop. The culprit may end up being the customer’s son who improperly jacked up the car while running cables for his insane sound system.
While you may have a loyal customer base that doesn’t question your diagnosis or work, there’s always the skeptical (or should we say paranoid) customer who assumes that the world is out to get him or her by making suggestions and making unnecessary repairs. With today’s high-quality smartphone camera technology, it’s easy to take
the photos and just as easy to store and show them to the customer.
In my shop, we photograph virtually every step of our work, not only to document the work for the customer’s benefit, but also to provide us with useful reference photos, especially during disassembly. Granted, my shop specializes in detailed vintage restorations where reference information is often critical for our technicians. Also, the type of
customers that we deal with like the idea of having a “scrapbook” of the entire process for their review and as a reference for a buyer when and if they sell the vehicle. Although our need for photos may be excessive, by taking even
a minimum of photos, the average shop can easily generate documented proof of both the problems and the repairs. If the customer questions anything along the way, you can refer to a photo and show proof positive that
something was needed and/or that the repair was indeed performed.
Granted, plenty of techs are currently generating these photo files, so my suggestion is
certainly nothing new. But for those of you who haven’t considered this type of routine
record keeping, it’s something to think about. After all, those
cell phones are sitting in your shirt or pants pocket anyway.
Until Next Time,
Why not take advantage of them?
Cooper & Casanova
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
6
Know When to Double Down in Business
By Marty Mukuda
entrepreneur.com
January 26, 2015
Blackjack tables host a variety of gamblers, ranging from the novice to the know-it-all. In
the game of blackjack, luck plays a role, but there are ways that wise players can increase
their chances of success.
The same is true in the world of business. Knowing the following basic strategies can help
you avoid a bust:
1. Establish your strategy and stick to it.
New players would do well to study a blackjack strategy
chart, an outline of the most mathematically correct
moves to make in any situation. When playing, I always
try to not deviate from what the chart suggests.
I find this a good rule of thumb in blackjack -- and in business, too. Determining your strategy ahead of time removes emotion from the decisions you make, so heat-ofthe-moment choices become less stressful.
Simply default to the tactics you already chose during moments of calm and patience.
2. Know what you're willing to lose.
It’s a sad but common sight to see a down-on-his-luck gambler left with few remaining chips
at the table. The shorter a player’s stack, the more dependent he or she is upon the luck of
the draw. In business, as at the blackjack table, this is an awful place to be in.
How do players and companies find themselves in this spot? Part of the blame falls on insufficient discipline to walk away from a bad situation. To counter this, know how much you’re
willing to invest and predetermine your exit point to avoid getting in too deep.
3. Don't risk everything on a hunch.
Betting it all on a single hand is the ultimate gamble, yet you've probably witnessed both
blackjack players and business leaders try. A company bets big on a new acquisition or
product, only to lose and jeopardize years of work.
To avoid this, initially test new ideas on a small scale to
prove worthiness and minimize risk. In Great by Choice,
Jim Collins describes this strategy as fire bullets, then cannonballs.
4. Don't listen to the naysayers.
Unsolicited advice seems to be offered constantly in both
the worlds of blackjack and business. Too often I’ve seen a
player depart from a smart strategy just to appease an
opinionated gambler at the table.
I’ve observed the same in business. Leaders frequently
base decisions on strong, yet uneducated opinions from outsiders. Always play out your
strategy your way. You’re the one who must live with the results. Remember that you know
your business better than anyone else.
Continued on the next page
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
7
Know When to Double Down in Business
(continued from page 7)
5. Guard against the arrogance of success.
Everyone knows that excessive losing can cause a player to act irrationally. So can a hot
streak. To this end, players on a winning run might be tempted to deviate from their strategy. Remember that losing is always a possibility and is often more likely when a mind is
clouded by confidence.
6. Don't take it out on the dealer.
When things go south in blackjack, it’s often easiest to blame the dealer, even though he or
she is simply doing a job. There will be ups and downs in cards, in business and in life.
It’s important to handle each with class and treat people with respect. Bad behavior directed
at an employee or colleague when the chips are down is a direct reflection of your character.
7. Know when to double down.
In blackjack, some situations arise when it’s mathematically in a player’s best interest to
double down, as outlined in Edward Thorp's book Beat the Dealer. This means doubling the
bet or risk for the chance to double the payoff.
Yet, some players choose not to take the risk no matter how calculated.
My advice is simple: Know when to double down and maximize your opportunity for a big
payday. What’s the point of playing if you’re afraid to make the aggressive move?
Upcoming Training Opportunities
Note: WDI class registration requires a customer number which can only be acquired by becoming a WDI customer. Registration is free and includes access to online ordering from their electronic catalog. Please call Territory Manager Steve Arthur 323-841-1598 to sign up in order to take advantage of these training opportunities!
Real World Service Programming
Tuesday, March 10th 6:00pm-10:00pm
Santa Fe Springs Warren Distributing
8737 Dice Road, Santa Fe Springs, CA 90670
Fee: $50
Professional Technicians Series HVAC Training
Air Conditioning Tips and Techniques 2015
Diesel Technology Insights
Heavy on the Torque, Light with the Fuel
Wednesday, April 8th 6:00pm-10:00pm
Marie Calendars
1821 N. Grand Ave
Santa Ana, CA 92705
Fee: $50
©ASCCA Chapter 48 News
February 2015
Wednesday, March 18th 6:00pm-10:00pm
Marie Calendars
1821 N. Grand Ave
Santa Ana, CA 92705
Fee: $50
Tuesday, April 14th 6:00pm-10:00pm
Santa Fe Springs Warren Distributing
8737 Dice Road, Santa Fe Springs, CA 90670
Fee: $50
Visit Us at:
ascca48.com
8
Upcoming ASCCA Events & MORE!
Mark Your Calendars!
2015
FEBRUARY 18, 2015 — Jeremy O’neil with Advisor Fix– Maximize your sales!
Embassy Suites, Brea
MARCH 18, 2015 — David Harris (SCORE) SCORE & SBA,
Embassy Suites, Brea
APRIL 15, 2015 — BAR Chief, Pat Dorais, Embassy Suites, Brea
MAY 27, 2015 — Gustafson Brothers Open House
Take a private, inside look at one of the most successful automotive shops in Orange County!
June 12-14, 2015 — ASCCA Summer Conference, Marriot Irvine Hotel
AUGUST 9, 2015 — 3rd Annual Member Appreciation Picnic,
location TBD
SEPTEMBER 16, 2015 — TBD
OCTOBER 21, 2015 — Shop Night @ Brea Auto Body—Panel Discussion
with Moderator Maylan Newton!
DECEMBER 2, 2015 — SEMA, Las Vegas Convention Center
DECEMBER 2, 2015 — Holiday Party, location TBD
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
9
ASCCA
Chapter 48 in Alliance with ASCCA’s Educational Foundation
Chuck Overbey Scholarship Fund
Benefits

A loving tribute to Chuck’s memory
as a great man, friend & leader of ASCCA and the community.

Provides scholarship funds for industry training & educational
programs for a deserving student!

Unique SEO enhancements for your shop on the Cars 4 Careers (C4C)
website—scheduled to launch later this year.

Added value to your customers—You make
it easy for them to donate their old or unwanted
vehicles to a cause they feel good about & receive a tax write off!
Jack Crawley
Chapter 48 Contact
Phone: 714-526-3303 ■ [email protected]
sy!
It’s Ea
Glenn Davis \ So. Cal ASCEF
Be sure to let Glenn know your
donation is for the Chuck Overbey,
Chapter 48 Scholarship Fund.
Phone: 909-946-2282
Fax: 909-946-4172
[email protected]
25% of the proceeds will go directly to ASCEF for administration and towards ASCEF Scholarships.
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Disclaimers: The Automotive Service Councils of California (ASCCA), their officers, board members, employees, members and affiliates in no way
warrant the quality, competency, or merchantability of any goods or services advertised in this publication. In connection with this disclaimer, ASCCA in
no way warrant or insure the goods or services described above and each and every individual contracting with these manufacturers shall do so at their
own risk. Furthermore, individuals utilizing these services are forewarned that ASCCA have conducted no investigation into any representations made
in any advertising, literature, or ad distributed by the advertisers in this or any other publication. Additionally, please be advised that the opinions and
comments expressed by the contributors to this entire periodical are those of the contributors alone and do not necessarily reflect the opinions of the
ASCCA, its officers, directors, employees, or members. All Logos, Copyrights, Photos, are the sole ownership of the said company and all Rights are
reserved. This statement applies to this entire publication.
©
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
10
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Jack Crawley
(714) 526-3303
[email protected]
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©ASCCA Chapter 48 News
February 2015
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(626) 401-1300
Featuring ALLIED INSURANCE CO. Products
a NATIONWIDE Co.
FRED BLUM
RAY LAGHARI
Visit Us at:
STEVE KOPSTEIN
ascca48.com
11
The ASCCA Advantage
The ASCCA Advantage provides a comprehensive summary of the value of ASCCA membership. We are
proud to be able to offer a number of discounts and intangible benefits that are uniquely provided by our
association. Please review the following benefit categories and be sure to make the ASCCA Advantage your
first stop when looking for products and services you can trust.
Endorsed Vendors and the Value They Bring to Us
ENDORSED SERVICES
1. ASC Insurance Services – Includes an enrollment discount of $100.
Customer Service (866) 923.7767, www.armstrongprofessional.com
2. FREE LEGAL Service – 30 minutes of free legal advice per month
for all ASCCA members
Jack Molodanof (916) 447.0313, [email protected], www.mgrco.org.
EDUCATION PROVIDER
3. Educational Seminars Institute (ESI) – New members receive
one free education seminar with spouse.
Maylan Newton (805) 526.3039
4. Motor Age Training – 25% discount on all ASE exam study guides.
James Hwang (310) 857.7633
FINANCIAL SERVICES
5. Digital Financial Group (DFG) – Offers credit card processing
services. DFG will also pay for your ASCCA membership.
David Cherney (877) 326.2799 or Shannon Devery (626) 476.9016,
www.dfg-damar.com
6. GE Capital Retail – Offers automated processing, a full range of
marketing support, member credit services, and more
Customer Support (866) 209.4457
7. Redwood Credit Union – Waived membership fee, $25 reward
with new checking and direct deposit, and prequalified $500 line
of credit.
Laura Jensen (707) 576.5220
SOFTWARE PROVIDERS
8. Identifix – Members receive a promotional price for online
diagnostic tool and telephone diagnostic services.
Customer Service (800) 997.1674
UNIFORM SERVICES
9. G&K Services – Nationally recognized supplier of customer and
employee apparel with special ASCCA pricing.
Rob Faulkenberry (303) 591.4102
INTERNET MARKETING, WEBSITE DESIGN &
SEARCH ENGINE OPTIMIZATION SERVICES
10.Repair Pal – Provides price Estimates for 96% of passenger vehicles.
Customer Service (800) 969.9204, www.repairpal.com
11.AutoVitals – Internet marketing, motorist engagement, customer
retention, work flow management, digital inspections and online
mentoring.
Customer Service (866) 949.2848, www.autovitals.com
12.Kukui Corporation – Website designs optimized to boost
conversion rates as well as search engine rankings.
Todd Westerlund (925) 980.8012, www.kukui.com
13.Zenergy Works – Web design, search engine optimization,
and related services.
Bryan Fikes (888) 278.5718, www.zenergyworks.com
INDUSTRY NETWORKING WITH TOP
AUTOMOTIVE TECHNICIANS
14.iATN – International Automoitve Technicians Network
www.iatn.net or support@iatn
CUSTOMER COMMUNICATIONS PROGRAMS
15.Demandforce – Works to help you attract new customers, increase
average repair order, reactivate lost customers, measure customer
satisfaction, and measure overall results.
Customer Service (800) 246.9853, www.demandforce.com
16.Customer Link – SMRT Marketing program, New Customer finding
laser, targeted direct mail, internet, social media & online reputation
management.
Customer Support Center Toll Free (877) 661.9117
17.Mudlick Mail – Strategically targeted direct mail campaigns,
turnkey service and expert guidance.
Tim Ross (855) 968.9467, [email protected]
18.R.O. Writer – Offers the most powerful automotive shop management software system on the market.
Scooter Owens (561) 904.7300, [email protected]
CUSTOMER LOYALTY & REWARDS CARDS
19.Customer Loyalty Systems – Provides facility owners a tangible
way to help facilitate customer loyalty and will leave customers
emotionally and financially tied to your business.
Ryan Tunison, (888) 622.7552 or www.customerloyaltysystems.com
27.LKQ Corporation – LKQ is the largest nationwide provider of
alternative collision replacement parts and a leading provider of
recycled engines and transmission and remanufactured engines.
Erik Ferreira, (562) 364.5275, [email protected]
BUSINESS SUPPLIES EQUIPMENT & SERVICES
20.BG Products – Provides maintenance services, equipment,
training & consumer education materials.
Mike McCarthy or Brian Gourley, (805) 498.4546,
www.petrospecsinc.com.
Use of ASCCA Sign, Code of Ethics, Logo –
21.AutoZone – This partnership provides Platinum level membership
pricing, timely parts delivery, a 5% quarterly rebate on electronic
purchases, free advertising, and more!
AutoZone Commercial Care Dept. (866) 727.5317
Communications – The ASCCA Independent newsletter,
fax broadcasts, email broadcasts, special news alerts,
member benefit flyers and our website.
22.AutoNetTV, LLC – Is a media company providing automotive
professionals quality television programming for vehicle owners on
how to preserve the life, performance and safety of their vehicles.
(801) 492.9900 or www.autonettv.com
Education Programs – Attend ASCCA’s Annual Summer
Conference for educational opportunities for Shop Owners
and Technicians. From business management to industry
updates attending the Annual Summer Conference will
keep you and your staff informed.
23.Hertz Rental – A 10% discount off Hertz Daily Member Benefit
Rates, a 10% discount off Hertz U.S. Standard Rates, and 5% or
greater discount off Hertz Leisure Rates.
Customer Relations (888) 777.6095, www.hertz.com
24.AAIA – Access to AAIA’s publications, the Aftermarket Insider
and the AAIA Capitol Report, as well as member discounts on
AAIA publications and events. Call to see how you can save up
to $600 a year.
[email protected], (301) 654.6664,
Fax (301) 654.3299
25.Office Depot – Streamlined business supply ordering process
via phone, fax or online. Free delivery on any size order. 30 – 40% off.
Michael Nitz (855) 337.6811 Ext.12809, [email protected]
26.Phillips 66 – Special pricing on Kendall brand motor oil available
to ASCCA members.
Howie Klein, (951) 903.8466, [email protected]
For Use on Invoices, Customer Forms, Etc.
Government Affairs & Political Representation –
Bill tracking, reading and analyzing constantly
changing information and tracking bills via our website.
Representation at government meetings, lobbying,
etc. Hugely beneficial because it ultimately affects your
bottom line.
ASC Educational Foundation – To support automotive
repair industry students and offer annual scholarships.
Online Job Board – A centralized location for Shop
Owners to find quality technicians/staff they need to
succeed!
(TT): ASCCA’s Statewide Member-ToMember On-Line Open Forum
Why should I join TEAMtalk? You will
have access to Automotive experts, shops, industry leaders across California that care about our industry and you as a fellow member. Post a question, share information, learn from others on a daily basis.
Yes, sometimes your mailbox will get loaded if a subject is hot, but hang in there—you will learn to sort
based on topic in the subject line. The information is priceless. Some veteran members may get passionate about an issue, it is all part of the fun. JOIN US Today! We Welcome
YOU!
How To Join Us on Team Talk!
1. Read the rules and etiquette governing TEAMtalk.
2. Complete the application form to subscribe to TEAMtalk.
RULES: TEAMtalk is an open forum for members to use to discuss issues of relevance to the membership or the automotive industry at large. Questions and posts should be limited to those things that are
of interest to the membership at large. This is a member-to-member discussion list.
TEAMtalk is not intended for use as a communications vehicle to reach the ASCCA Staff, ASCCA Committees, ASC Insurance Services or the ASCCA Board of Directors. Please use the contact page on the ASCCA
website to contact the person directly. This mechanism has been set up so that you don't have to be on
a board or committee email distribution list to have your message forwarded. Simply choose the party
(s) you wish to contact and the message will be routed appropriately. Please do not post extensive technical (mechanical repair, etc.) questions to this forum. Reminder: iATN, an outside entity is specifically
designed for technical postings.
TEAMTalk is only open to current, paid, Regular, Associate and Educator members of ASCCA.
Participation in this list is a privilege and is NOT a right of membership.
Note: There is a moderator who takes care of technical issues. There is also a board of advisors made up
of members, who assist the moderator and who decide if members are subject to disciplinary action,
(removal from the list), if found to be in violation of the rules.
LIST ETIQUETTE: The following industry standard guidelines were set up to help TEAMtalk operate
in an orderly fashion. Violations are subject to possible removal from the list.
1. Refrain from "flaming" or using profanity. "Flaming" is sending back angry, biting responses, "getting
personal" and calling people names or otherwise disrespecting them. PLEASE refrain from sarcasm,
profanity, “challenges” or other unpleasantness. Remember, posts are seen by EVERYONE, not just the
person you are responding to. Be respectful.
2. What goes on TEAMtalk stays on TEAMtalk. (TT is meant to be an in-house discussion group for
ASCCA members. Although there is an expectation of "privacy" NOTHING sent via email is truly private.
Please do not forward messages! REMEMBER - your behavior reflects on the association as a whole
and your messages get around to outside entities whether you want them to or not. Maintain your
professionalism at all times!)
3. Stick to relevant topics authorized for TEAMtalk. (Topics appropriate to TT are matters of interest to
the membership at large meaning industry information, announcements, questions about your shop,
chapter activities, legislative issues, benchmarking, etc. From time to time, matters related to individual
ASCCA members (i.e., notification of illness or death), are permitted.)
4. Do not post FWDs, Jokes, Spam, etc. to TEAMtalk.
©ASCCA Chapter 48 News
February 2015
(continued on next page 14)
Visit Us at:
ascca48.com
12
Join Us on Team Talk!
Questions about TT or Anything else?
Call a Chapter 48 Board Member. We are here to Help!
5. Send relevant responses to TEAMtalk. To keep our mailboxes from filling up, please keep the banter
or kudos down for the entire group. Please don't send “TEST” messages if you are wondering if you’re
still on TT or to see if TT is working. Please address those questions to the list moderator at [email protected].
6. Keep TEAMtalk posts short and concise as appropriate.
7. Do not post copyrighted material to TEAMtalk.
8. Use appropriate subject lines. (PLEASE use "TT:" at the beginning of your subject line.)
9. Sign your posts. (Please sign your first and last name, and business name at the
bottom of each post.)
10. Please, no commercials or sales pitch on TEAMtalk.
HOW TO POST MESSAGES
If you are an authorized participant on TEAMtalk, send an email message to the following email address
- [email protected] and it will go to everyone on the list. Hit "Reply to all" when replying to messages. If you have not been authorized yet, or if you are sending from an e-mail address different from
the one you subscribed with, the message will be bounced back as undeliverable. If you change e-mail
addresses, your posts will be bounced back and you will not receive any mail from TEAMtalk until you
notify the list moderator.
————————————————————————————————————————————
————————TEAM Talk SUBSCRIBER APPLICATION FORM
Now that you have read the rules, please complete and submit the form below (*required fields):
*Name:___________________________
*Company:______________________________
*Phone:___________________________
*Email:_________________________________
I am an ASCCA Member of Chapter #:________________
Please check only one of the following: Membership Type: ___Regular ___Associate ___Educator
Sign this application by checking BOTH statements below:
______I have read and agree to abide by the rules and list etiquette.
______I understand that participation is not a right of membership in ASCCA but is a privilege. If I abuse
that privilege I understand I may be removed from the list and face additional membership consequences.
Signature ___________________________________
Please fax this form to 916-444-7462
©ASCCA Chapter 48 News
Date_____________________
February 2015
Visit Us at:
ascca48.com
13
Chapter 48
Board of Directors 2014
President, Denise Piña…..……………….(714) 990-1500
e-mail ........................…………[email protected]
Vice President,
Rocky Khamenian ………………………...(949) 642-1410
e-mail ................................................. [email protected]
ASCCA State Contacts
State Office in Sacramento ................ (800) 810-4272
State President: Steve Vanlandingham 619.596.0011
e-mail: [email protected]
ASCCA Communications:
TEAMtalk .................................. [email protected]
ASCCA website ....................................www.ascca.com
Treasurer, Cyndy Crawley ……….......... (909) 597-4516
e-mail [email protected]
Secretary, Luis Gonzalez………..………(562) 947-2919
e-mail ....................... [email protected]
Chapter State Representative,
Rocky Khamenian ..................................(949) 642-1410
e-mail ............................................... [email protected]
Dan Guy ................................................. (714) 970-8774
e-mail ............................................... [email protected]
Director, Jack Crawley ......................... (714) 526-3303
e-mail .................................................jack@fiskauto.com
Join us at our next
Director, Ken Fox ..................................(714) 525-3239
e-mail .................................................foxservice@att.net
Dinner Meeting
Immediate Past President,
Barron Boyd ..........................................(714) 863-2299
e-mail .................................... [email protected]
Newsletter, Marcelle Gerard…..………(714) 588-7238
email………………………...…[email protected]
ASCCA CODE OF ETHICS
1. To promote good will between the
motorist and the automotive industry.
2. To have a sense of personal obligation to each individual
customer.
3. To perform high quality service at a fair
and just price.
4. To employ the best skilled personnel obtainable.
5. To use only proven maintenance of high quality distributed
by reputable firms.
6. To itemize all parts and adjustments in the price charged
for services rendered.
7. To retain all parts replaced for customer inspection, if so
requested.
8. To uphold the high standards of our
profession and always seek to correct any and all abuses
within the automotive industry.
9. To uphold the integrity of all members.
10.To refrain from advertisement which is false or misleading
or likely to confuse or deceive the customer.
©ASCCA Chapter 48 News
February 2015
Held on the 3rd Wednesday of every Month
at
Embassy Suites in Brea
Our meetings offer great speakers, camaraderie, valuable information, and the latest
news on what’s happening in the automotive
repair industry. You also get to network with
other shop owners and exchange ideas,
tips, techniques and short cuts!
Check the calendar for upcoming meetings!
Use of ASCCA Sign, Code of Ethics, Logo
For use on invoices, customer forms, etc.
Communications
Independent Newsletter, fax broadcasts, special news
alerts, member benefits fliers, and websites.
Education Programs
Government Affairs
Vocational/Technical Training
Political Representation
Beneficial because it can affect YOUR bottom line.
Visit Us at:
ascca48.com
14
Chapter 48 Members
A-1 Transmission Service (R), Ken Brown, 714.523.1132
High Point Distributing (BR), Tim Huddleston, Cell: 818.674.0930
Alexis Oil Company (BR), Barron Boyd, 714.863.2299
Import Auto Clinic (R), Andy Van Ginkel, 714.632.0100
Ambassador Automotive (R), Dan Nelson, 714.970.2525
iATN (A), Scott Brown, (714) 257-1335
Jaspers Auto Service (R), Pete Ferreira, 562.865.1761
Automax Service Center (BR), Brian Bennett, 714.669.8000
Bedard Automotive, Inc. (R), Chuck Bedard, 714.528.1380
Bimmer & Benz Specialists (R), Rocky Khamenian, 949.642.1410
Brea Auto Body, Inc. (R), Denise Piña, 714.990.1500
BG Products, (BR), Eric VanStratten, 714-863-2110
California Auto Refrigeration (A), Nancy Krancz, 714.997.2800
California Career Schools (A), Chuck Emanuele, 714.635.6585
Castner’s Auto Service (L), Ron Castner, 714.528-1311
Center Cities Automotive (R), Luis Gonzalez, 562.947.2919
D & S Auto Air (R), Steve Plummer, 949.645.7802
Diesel Tune (R), Mike Calandra, 562.929.6554
Digital Financial Group DFG (BR), Shandah Vint, 951-231-8192
Exclusive Truck & Auto (R), Craig Haller, 714.524.7061
Fisk Automotive (L), Jack Crawley, 714.526.3303
Foothill Auto Service (R), Glenn Larsen, 949.770.5956
Fox Service Center (L), Ken Fox, 714.525.3239
Fred Blum Insurance Svcs. (BR), Fred Blum, 818.783.7818
Frank’s X-Ray Garage (R), Frank Grigsby, 562.691.4717
Fullerton College Automotive (E), John Farley, 714.992-7119
Good Guys Automotive (R), Pete Guy, 714.974.4897
High Point Distributing (BR), Tim Huddleston, Cell: 818.674.0930
Jax Auto (R), Jack Tafreshi, 714.529.2886
Karco Specialties (R), Dick Kartozian, 714.532.6893
Leo & Sons Garage (R), Joe Henderson, 562.867.2387
Mark Christopher Auto Center (BR), Steve Johnson, 909.390.2924
Mike Rey Insurance (A), Mike Rey, 949.487.9661
Mike’s Foreign Car, Inc. (R), 714.630.7113
Miller’s Automotive (R), Wendy Carter, 714.526.6629
Mussche, Don (L), 714.328.0710
Newman, Pat & Ira (L), 951.657-1091
Okimoto’s Automotive, Inc. (R), Roy Okimoto, Jr., 562.926-7317
One Stop Parts Source, Anaheim (BR), Brian Rodriguez, 714.932.2922
Overbey’s, June Overbey, (L), 562.694.4294
Placentia Super Service (R), Buddy Dubois, 714.528.1828
Ray-A-Motive (R), Ray Dunton, 562.866.2169
Rio Hondo College, CTE Automotive (E), Carl Anderson, 562.463.7001
Rusty’s Automotive (R), Rusty Okimoto, 562.916.7660
Savi Ranch Automotive (R), Josh Reimer, 714) 282-7498
Titan Automotive (R), Mike Fry, 714.997.2311
Yorba Linda Auto Service (R), Dan Guy, 714.970.8774
Young’s Automotive (R), Paul Young, 951.587.7457
Do you know someone who would benefit from being a part of Chapter 48?
Invite a prospective new Member to an upcoming Dinner Meeting
Your dinner (and theirs) is free!
Key: R = Regular Member • A = Associate Member • BR = Branch Member
• L = Life Member • E = Education Member
©ASCCA Chapter 48 News
February 2015
Visit Us at:
ascca48.com
15