By John L. Francis, Jr., AAM
As a member of ASA's Mechanical Division Operations Committee, I'm sometimes asked to comment on new developments in our industry. Among the more recent of these is Car Care Council's Certified Inspection program. For readers of AutoInc. who may be unfamiliar with it, this is the only program created by the industry to inform the owner, or prospective buyer, about the condition of a vehicle at the time of evaluation. Results of an evaluation of up to 191 systems and components are discussed with the owner and entered in Car Care Council's database.
The service is provided by a carefully selected repair facility designated as a B.E.S.T. shop meeting the following criteria: Beautiful facility (neat and clean waiting room/overall appearance); Excellent technicians (at least one ASE master technician); Superior reputation (community involved, positive image); and Technology driven (commitment to modern, high tech tools).
It is important to note that you're not certifying the vehicle, only the inspection, which is performed under stringent requirements established by a panel of ASE master technicians.
When I first read about Certified Inspection (CI), I was interested in the concept and contacted Rich Davis, CI's marketing person. My facility qualified as a B.E.S.T. shop, so I signed up and soon received my procedural manuals and promotional materials. I planned to get started immediately, but momentarily set it all aside. “Probably next week,” I promised myself.
Unfortunately, I did not implement the program right away. A little time passed. It took articles in Consumer Reports and Consumers' Digest touting the program to revitalize my commitment. This lack of action on my part probably caused me some missed revenue.
There are plenty of customers in our area wanting this service, even though it's available in two shops in town. We're doing about six inspections a month. Customers prefer this comprehensive evaluation over our more superficial, less expensive, in-house inspection. In fact, we have dropped our in-house program in favor of CI. If you look at the vehicles we've checked, even the ones that did not need work, we're averaging about $650 in maintenance and repairs per car.
Other ASA members selling this Certified Inspection program also report excellent results. In Boulder, Colo., for example, John Rush of John's 4X4 Center says this is a valuable tool used every day in their business. It's a great way for people to check out their vehicles which, in their specialized area, represent an unusually big investment.
“We promote the CCC inspections through all of our media advertisements and also hold an annual Certified Car Care Fair,” says Rush. “I believe the Car Care Council gives additional credibility to my service center.”
In the highly competitive Baltimore-Washington area, ASA members Billy and Doug Hillmuth offer CI in all three of their shops. They promote the service in several ways, including their Web site, media advertising, AAA magazine, the front counter and their “on hold” narration. It's paid off. They do about three inspections a week (one at each shop) averaging $1,200 in repair and maintenance per car.
Another example is Skip's Auto Service, a six-bay facility that's been serving motorists in Massillon, Ohio, since 1978. Owner Skip Sekulich says he's pleased with how CI is going for his shop. It does about three inspections a month, resulting in an average of $300 in repairs and maintenance per car.
My customers deserve excellent service, and being both an ASA shop and a B.E.S.T. shop gives me the credentials to do it.
| Editor's note: For more information on the Car Care Council's Certified
Inspection program, visit http://www.certifiedinspection.org, or call (800)
466-5343.
John L. Francis, Jr., AAM, is the president of Francis Automotive Service in West Chester, Pa. He has been an ASA member since 1981. Currently he is serving as a member of ASA's Mechanical Division Operations Committee.
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