Rants, Raves and Rumblings

The Problem with Baseball...

2010-09-01T12:28:00.000-07:00

Ask anyone who knows me, or who reads these Rants & Raves, and you will quickly find out that I am very opinionated. Okay, that maybe a little bit of an understatement, I have an opinion on everything, and my opinion is ALWAYS right. There are many topics that I have an opinion on that I would NEVER discuss here, but a timely one that I can discuss is Baseball.

At this point in the season both teams that have ties to Restylers’ Choice (the Reds and the Rangers) both hold strong leads in their respective divisions. How much fun it would be if my Reds were to face, and beat, the Rangers in the World Series. We shall wait and see.

However there are things with baseball that just do not make any sense to me. And I intend to set the record straight.

First, why is baseball the only major sport that has different size playing fields. Sure the infields are all the same, but the outfields can vary significantly. How can one man be proclaimed the “Home Run” winner when his home field may be considerably smaller than the next in line? Can you imagine playing a football game where every field has different dimensions? If one field had an end-zone of 10yards and the next has 15? Doesn’t make any sense does it? So why does it in baseball?

Second, why is Baseball the only sport that doesn’t call their head coach “coach” but instead “manager”. And why do they make these old, out-of-shape guys squeeze into baseball uniforms? They will never see anytime on the field playing, yet they wear the uniform. Call them a head coach, let them wear a nice polo-shirt and call it a day. Whatever you do, DO NOT let them wear some ridiculous looking sweater vest (Tressel!) or cut-off sweat shirt (Belichick!!) - you guys make millions - dress like it!

Next, tell me why the two leagues in baseball play by different rules. They don’t do this in any other major sport. The NFL plays all games under the same rules, as one league should. However, MLB lets the American League cheat with designated hitters, while the National League plays the game, the way the game was meant to be played. Whoever determined that a pitcher shouldn’t be able to hit? Personally, if the pitcher is a player on the field then he needs to play both sides of the ball. Would it be right to assume that all first basemen can’t hit, so you can have a DH for them? Maybe they should be allowed to have a DH for ANY player on the field. What if you have a great defensive short-stop that can’t hit his way out of paper bag? The bottom line is - every player should have to play by the same rules, as should every team.

FInally, do away with the intentional walk. What a slap in the face of every pitcher out there. If I were pitching the game and the manager told me to walk someone, I would be offended. I can do my job, I don’t need a “free pass” when I face a tough decision. These guys make millions of dollars to throw the friggin’ ball. Pitch to the guy. If you are worth the money then you can out pitch any one. And if you can’t, then you pay the price in your ERA.

There are many “rules” in baseball that I could fix if I ever got the chance to be the Commissioner. (Pete Rose would be in the Hall of Fame!) And it would be a much better game when I got done with it...in my opinion.

Doug Jacobs

Rest in Peace - David Allen Brackney

2010-07-16T02:01:00.000-07:00

July 16, 2010 - Late yesterday evening I was involved in a series of phone calls that have me up at 4 am writing this piece, hoping to put my mind at ease. I found out that former long-time employee, Dave Brackney was found dead in his condo.

At this point, I know little about the facts of his passing, but this is more to celebrate his life, than to commemorate his death.

For those of you who have been doing business with Auto Accessories Warehouse / Restylers’ Choice over the past 15 years have probably had the opportunity to interact with Dave. Since 1995, he has done just about every job in the company. In fact, Dave was hired to help out Ross when I left to pursue other interest back in 1995.

When I returned to AAW in 1996, Dave was one of just two full-time employees. I leaned a lot on Dave at the time, and he always excelled at his job. As the company grew, I think Dave became less satisfied with being part of a bigger team. He always seemed to thrive where there LESS personal interaction. Something he struggled with his entire life.

Dave quit around 1999 when we were moving into our new facility. We were all at the building on a Saturday morning packing the moving truck, when the fax machine beeped, and the first of many, of Dave’s manifestos came sprawling out of the fax machine. Dave liked to write when he was upset, and this was no disappointment. Needless to say he quit that day, via fax, and got a lot of frustrations off his chest in the process.

Dave spent a few years working at Half-Priced books, where he could follow his one true passion - reading.

Dave returned to AAW a few years later, and had worked as part of our team until the end of last year. Over the years, Dave had written a half dozen or so of his manifestos, usually via e-mail, that dealt with any number of our conflicts and issues. It usually had to do with Dave’s inability to make it to work on-time. Regardless, if his shift started at 8am or was gradually moved back to 11am in an attempt to make him walk through the door on time, he was ALWAYS late!

On 12/1/2009 I came into work to find another of Dave’s manifestos. This would be his last. This time he resigned his position with Restylers’ and thanked me for the years of employment and the patience I showed him over the years. (I told you he was always late!) He just wasn’t happy in the new position I created for him, after he grew bored in the warehouse. He gave this new job a single day of effort and threw in the towel. Which was unlike Dave - in retrospect, a scream for help that fell on deaf ears.

I responded to his email with a kind reply, my final words were “...and don’t be a stranger.” Little did I know that would be last time I would talk to him.

Those who who knew Dave knew that he was eccentric. He was one-hell of an artist, in-fact he penned the original illustrations of our own Freddy Funk. He even had a full-ride scholarship to the Cleveland Art Institute, that he never followed up on. Dave was also a National Merit Scholar Finalist his senior year in high school, proving to the world that he was indeed smarter than you!

Dave had barely a chance of living a “normal” life after his father committed suicide when he was barely a teenager. In my opinion, this event threw his life a curve ball, that he tried to swing at, but never could hit. His relationship with his mom disintegrated, and he began his search for love and meaning through a long series of failed relationships, and hobbies.

Dave’s personality forced him to pursue every new challenge to the fullest degree. His intense love of music - everything form Classical to Norwegian Death Metal - led him to pick up the guitar and in a very short time, became a fluent guitarist, practicing hours at night. He then took up online role-playing games and immersed himself in a make-believe world where he could dominate. Often playing all-night long.

Most of these past loves and hobbies were forever “part” of him as they were immortalized on his body as one of his many tattoos.

Dave long ago lost his faith in God and became an atheist. I had long discussions with him on this, never to sway his opinion. And let me tell you, anytime you got in a discussion with Dave about ANYTHING, you had better know your stuff, because he was always well read, and well educated on his topic of choice.

I look back at the times him and I went to concerts together with great fondness. We didn’t see eye-to-eye on everything but we had a common bond in music. I know now, in retrospect how lucky I was to know Dave, and to spend close to half of his life with him.

For everything Dave was or wasn’t, he WAS sincere. He had his quirks, but in the end Dave was always honest to himself and the people he worked with. Isn’t that something great to be remembered for?

I hope that Dave has found his peace in heaven, though he had lost his faith in it, I know that is where people with such kind hearts and troubled lives deserve to go. As one of Dave’s favorite bands, Megadeth put it...“Rust In Peace” Dave.

Doug Jacobs

Playing by the rules

2010-07-06T11:05:00.000-07:00

There have been several instances that have come up over the past several years that has really made me ponder some major questions. The point of many of these articles is to not get a true answer, but to make you think about the issues at hand.

The one that keeps coming to mind is this: Who determines the rules that we must play by, and why do some companies get to play by their own rules, while others are held accountable?

While a truly hypothetical question that no direct answer exists for, I do want to expand a little bit on what I am talking about.

For example: several of our competitors in the spoiler business and chrome accessories business sell their product to whomever, whenever, at whatever price they determine is fair. Sounds good to me, sounds like a typical business practice. They sell spoilers direct to car dealers, direct to body shops, and of course to installers. Nobody cares, nobody complains. It is just what they do and people accept that, for whatever reason. However, if we were to do the same thing - we are held to the fire. We are not allowed to sell to those same customer bases. Why is that? Why can one vendor do as they please and another held to a higher standard?

Example 2: Our outside sales person gets a lead on a small used car dealer looking for chrome accessories and spoilers. We visit him, and he informs us that he is buying stripes and graphics from one of our customers. What should we do? Well the rules we are made to live by tell us to refer that prospect back to our installer for these products. The problem is this: we refer back and our installer buys these spoilers and this chrome from these other sources. That worked out well for us! Again we live by one rule, and our customers live by another. We are to be loyal but they can do as they please?

I am not complaining about the rules we live by. I accept those rules and live by them. The real question is this though: Why are the same rules not applied to all your vendors? And even more importantly: why don’t you expect the same rules from yourself? If you expect a vendor to protect you, are you doing everything to protect your vendor?

It is tough to sit back and live by the rules, when the rest of the world around you does as they please.

Doug Jacobs

Technology - it makes our lives better

2010-05-28T11:29:00.000-07:00

For those of you who know me, then you probably know that I am a serious Techno-Geek. I love technology, I love what I can do with it, and I love how it simplifies my life. I am what is called an “early adopter”, and I generally do not live on the “leading edge” but more of the “bleeding edge”.

I get this trait very honestly from my father, who lived on this bleeding edge for a long time when I was a kid. We were one of the first in my school to have a vcr, a video camera, and a personal computer. In-fact, I was publishing the school newsletter in 6th grade -keep in mind this was 1984 - long before the mass adoption of desktop publishing! At some point I took over the role of the early adopter, and now my Dad lets me buy all the cool stuff first, and find out if it works - THEN he buys it.

Anyway, needless to say, I try and implement as much technology in my business as I do in my personal life. We recently released our free iPhone Application for WingsDirect. We have built several free web-tools for our customers to use on their sites. I personally constructed a work-order system for our paint facility utilizing barcodes and RFID to track the production process. I also built a similar system for our custom graphics department, that has allowed us to cut out about 20% of the paper we used. And right now I am currently developing the new system for our warehouse that is discussed in the newsletter.

Technology has made our lives and jobs much easier here at Restylers’ Choice, and it is time you benefited from it. You need to embrace the technology. I am not telling you to become a “techno-geek” like me, or to even come close to living on the leading edge. I am talking about learning how to use the new tools of the digital age. Things like product lookups on the internet, e-mail, electronic calendars, and smart-phones.

The days of relying on printed paper are fast going away. Yes, we just released a brand new catalog, but the reality is - it was becoming obsolete the day I sent it to be printed. New products have been added and others cancelled. However, our websites and iPhone apps are always current. The latest parts are there waiting to be sold. While it may be a very long time before we do away with printed catalogs, application guides, and price sheets, the reality is that some day it will happen - and you need to be prepared!

Take a few minutes and browse our website, take a look at the cool product lookup tools, learn more about the products we sell. Figure out how you can use these things to make your job easier, and more profitable. It may cost a little money to buy a smartphone, but imagine being able to answer your customers questions - NOW, not after you find a catalog, or make a phone call. That is the power of technology. Use it to benefit your business. I promise you it will help.

Doug Jacobs

Living left handed in a righthand world

2010-05-03T08:23:00.000-07:00

I am certain most of you do not know that I am left handed - nor should you care. However, I believe all of us left handers deserve a reward for making it in right handed world.

There are tons of things that we put up with that righties take for granted.For example stick shift cars -right handed. Chain saw - right handed. College and high school desks - right handed. Most musical instruments - right handed. Computer keyboards - right handed. I could go on and on about the things that we use on an everyday basis that are designed for the right handed world.

The other day I dawned on me that men’s pants are designed for right handers. In-fact it is very hard for true lefties to zip up pants. We train ourselves to do it over time, but the fact is lefties are forced to conform to the right handed world.

Over my life I have had to figure out how to survive and adapt to this "right wing conspiracy." I still write left handed but I use my computer mouse right handed. I adapted my typing style to work on the QWERTY keyboard. I learned to play guitar right handed. Not because I couldn't find a lefty guitar, but because I couldn't find a lefty teacher. And watching a right handed teacher had me all screwed up. In-fact I think all my chords were backwards! I also learned to bat right handed, though I still catch a ball left handed, and I golf right handed. (maybe that is why I am a terrible golfer, and wasn’t much good at baseball??)

The fact is that I have been forced to lose part of my unique identity because the world is right handed. I have had to find a way to conform. Wow, I never realized how I have been abused and hurt by right handed society.

Caring

2010-04-01T12:00:00.000-07:00

This is a simple word that means a lot of things to a lot of people. In this case, I want to talk about the business related versions of caring. You know, caring about your job, or caring about your customers. The things that keep you in business.

From where my office is in the building, I can hear most of what my Customer Sales Representatives say on the phone. I can hear instances of exceptional customer service. I hear them go the extra mile for the client. I also hear them occasionally drop the proverbial ball as well. Nothing is more frustrating to me to hear them get short with a customer, or slough off an issue that really needs to be addressed. More often than not, the extra steps it takes to care are so miniscule, so easy, that it is just pure laziness that makes you drop the ball.

Each and everyone of us have had a waiter that goes the extra mile. The one who gets you a fresh drink before your glass is even empty. Or who brings more bread without you even asking. We have all also experienced the opposite. Situations where the waiter could care less about your experience. Where you sit around forever waiting for a refill.

Putting yourself into these situations, you remember which one was more satisfying. You need to think about this the next time you are the one providing the service. Keep that feeling in the back of your mind. Taking the few extra steps can build you a loyal customer for life. As a waiter who works for tips, or a CSR who works on commission, or a small independent business owner, loyal, satisfied customers are EXACTLY what pays your bills.

Keep that in-mind the next time you feel it takes too much time to go that extra step. Because caring is usually free, but can pay dividends in return.

Doug Jacobs

Rapid Fire!

2010-03-01T07:30:00.000-08:00

This month I am going to say a few words to cover a bunch of different topics quickly.

RAVE: The U.S. wins more medals than any country has EVER won in the Winter Olympics. I watched a total of 30 minutes of the games, but I still think that is a very cool achievement.

RANT: The outcry over the Canadian Women’s Hockey Team drinking beer and smoking cigars after their Gold Medal win. Girls just wanna have fun, let them go. So they partied in celebration of their victory, who cares? At least they weren’t flipping over cars and burning things like we do here when we win big games!

RAVE: Customers who appreciate when you go the extra mile. It is always nice to hear a compliment when you do something extra. When we get a complimentary email or comment from a customer we share it with the whole company. It is so easy to get bogged down in the negative, positive feedback is awesome.

RUMBLING: Toyota recalls over 8 million cars; GM answers with $1000 rebate to poach customers from Toyota. Really GM? Is that the way you react, last time you had a recall or filed bankruptcy did Toyota come out with a rebate just to poach your customers? Treat your competition with a little respect, you never know when the tables will turn.

RAVE: Expanding the field for March madness from 65 teams to 96. Bring it on. Adding one more round will allow more teams that should make it from lesser known conferences into the “Big Dance.” Teams that win the season conference title, but lose in the conference tourney will now have a chance to prove their prowess. Besides we could finally kill the NIT!

RUMBLING: In this day it is easy to fall behind on your bills or get caught short from time to time. It may be an ego buster, but COMMUNICATE. Call your creditor, let them know the situation, if the bill is big enough, send a $100 here or there, to indicate your sincerity. There is nothing worse for a creditor than to not be paid, and to never hear from the person.

RANT: Political Correctness??? Who ever came up with this term ought to be shot. I understand that there are some words and terms in our language that are EXTREMELY offensive to people, but now you can’t say “Midget”, “Retarded”, or “Gay”. What is Howard Stern gonna talk about? It is time for us to grow a little “thicker skin” and worry less about what people say, and more about what they do.

That’s All Folks

Doug Jacobs

Living on the Kickback

2010-02-01T10:37:00.000-08:00

There are many businesses who base their business model on the kickback. For those who do not know what I am talking about, it is the idea of bribing a customer for business with cash, gifts, or favors in return. We have competitors who live this way. They buy expensive gifts for their “customers” in hopes of keeping them “loyal”.

I have never been a big believer in the kickback. I feel that it builds a customer base who is not loyal for the right reasons but depends on those gifts and expects them. We have a loyalty rewards program which may be perceived as a kickback but is truly entirely different. A rewards program is something that is completely transparent. You know what you have to do to earn a reward, and everyone has access to the same rewards. There are no side deals, no special circumstances for one customer or another. It is all laid out so everyone can see it. This is designed to get a customer to come back to you, time and again, because you are striving to obtain a goal.

Kickbacks, on the other hand, are more under the table. You do not know what you are going to get, and you don’t know when you are going to get it. Because of this, they don’t drive more business your way. Instead they can actually be a barrier to doing business with you. Once you give a kickback, you are always expected to give a kickback. The next one, has to be bigger or better than the last. Where does it end? It ends when you stop doing it, either because it has gotten too expensive, or you have changed your way of doing business. The problem is your “loyal” customer who EXPECTS these kickbacks will jump ship as quickly as you change your business model.

They are not loyal because you service them well, or because you do what you say you will. They are loyal because they want a new set of golf clubs, or that trip to the Bahamas. We work hard everyday to do the right things to make loyal customers. We have fair prices, stock tons of product, and back it all up with great service. Mistakes happen, and we work to diligently rectify the issues. We believe that through these methods we will build truly loyal customers.

In building your own business you need to think about doing business the right way. Service the hell out of your customers, give them what they need to be successful. Once you open the door with a kickback, it is hard to take it away. You may be left paying for expensive things for the rest of your relationship, or being kicked to the curb if you have to stop. Maybe THAT is why they are called kickbacks!

Doug Jacobs

We are here for you

2010-01-01T10:08:00.000-08:00

A situation came up just recently that really made me think. Now I am not sure if I want to laugh or I want to cry, but it sure does make me wonder about people sometimes.

This is a story about a longtime "customer" of Restylers' Choice. This customer doesn't buy much from us anymore. In fact, I know he buys most of his products from a competitor. We have always been there for him and helped his business out in numerous ways. I feel very confident in saying that if I hadn't gone the extra mile for him 10 years ago, he probably would have been out of business. But in the world of business these things seem to be forgotten as quickly as the next guy can drop his price.

Sure we have talked about these things, and I never seem to get a straight answer. Suddenly, out of the blue, he starts ordering product form RC again. Now, there are two trains of thought here: A, he saw the light and really appreciates everything we have done, or B, his account is cut off at the other supplier, and we are his trusty standby. My years of experience leads me to the conclude the latter.

So, what do I do. Do I let this customer run up a bill with me, knowing that I will be dropped like a hot potato when he clears up his issues with the other supplier? Do I not sell to him, knowing that I am putting my money at risk? Do we sell to him, but keep it on a "short leash" so that my exposure is limited?

Needless to say, we chose the third choice. We are supplying him product, keeping it tight on his credit limit, and we will see where it goes. What bothers me most about this whole issue is the fact that I feel used. Should I feel this way, or should I just be happy to get some business? I just wonder what we did to lose the business in the first place. We have worked hard to make him happy, listened to his concerns but the business never comes back. Until there is no other option. Now I am the jerk for keeping the leash short, so I don't get burned.

I have talked about loyalty before in my RRR, and I can tell you, that if you want someone to be there for you, for someone to back you up, to help you make money; then you need to back them up. That means the first time a cheaper price comes along, or an issue arises, you don't cut bait and bail. You work on the issues, you stay upfront and honest and you try to resolve for everyones benefit, not just yours.

We are here for you - and if you have been in tight spot in the past, I am certain you know that. The big question I ask is: do your business practices reward those who support you, or do you make decisions based solely on price? We all know you get what you pay for. Or is it better to say; you reap what you sow?

Doug Jacobs

You Speak - We Listen

2009-12-01T10:08:00.000-08:00

We have been building our Wings Direct program slowly and steadily over the last 10 years. We have worked hard at designing and building a state of the art production based system. Earlier this year we opened our completely new paint facility that has allowed us to triple our capacity. We have also reworked and rewritten our work-order management system to be more efficient and more informative.

This new facility and new system incorporate the latest technology to ensure timely production and quality output. The work order system holds each and every person who touches a spoiler accountable for the output. If an item is returned due to quality issues, we know exactly who painted it, what lot of paint was used, and who QC checked it. This level of data provides us with absolute accountability, and hopefully - better finished products.

While all of this effort and detail that has been put into our systems has yet to result in the ultimate goal of Restylers’ Choice - to make us your one stop call for stripes, graphics, chrome AND spoilers. We needed to find out why that was; so we picked up the phone and asked a selection of customers.

As I am certain you would expect we got a lot of different answers. We had some guys that did not want to talk about it. We had others that wouldn’t stop telling us what we can do different or better. Needless to say, we took all of this input, sat down, and came up with some major changes to our Wings Direct program.

You told us that our up charge on tri-coat paint was something that was a hassle and that the competition was not charging it. The up charge was pricing us out of the ball park on those vehicles. We listened and have done away with our tri-coat up charge!

Next you told us that the competition was cheaper than us. Well we knew that was not necessarily true, but was the result of some misconceptions. You see the competitors have a one-price point mentality. In order to do that they use a few OE style spoilers and fill in the rest of their applications with universal fits. They may tell you that it is factory for your application, but it may not be. In order to address this misconception we did two different things.

First we took all of our “A” and “B” price spoilers and grouped them all into the “A” category. This gives us over 215 OE fits for the cheapest price. This is more than double what the competition offers. We also have another 200 OE fits that fall into the other price points. If you are concerned with price, we can also offer a “value” fit spoiler for those that we do not have an OE fit for in our A price code.

We also heard that they offer free freight on all spoiler orders. We have matched this as well for our high-volume spoiler customers. If you consistently buy spoilers you will be given free freight regardless if you order 1 or 20. The others still can get free-freight on 3 spoilers at a time, or with any total purchase of $500 or more.

Finally, we heard a lot about same-day shipping. We are answering this call as well. Currently we are increasing our pre-painted inventory at the rate of over 20 per day. Quickly building the inventory of the most popular applications and colors. Not on the shelf already painted? Order by Noon and we will paint it and ship it the same day!

As you can see, You Speak - We Listen - and React! We hope that you find these changes as exciting as we do!

Doug Jacobs

Thanks : Giving

2009-11-01T10:08:00.000-08:00

This time of year we are reminded to be thankful for those things that we have. During tough economic times it can be very difficult to find things to be thankful for. Sure - business may be down, paying your bills may be harder than ever. Your prospects for your business may be bleak. We too have felt the “pinches” of a tight economy. We understand your pain, and while our customer base is probably larger and more diverse than yours, we too have had customers go out of business and leave us hanging for thousands of dollars.

However, all is not lost. There are bright spots in the economy and things just may be starting to turn around. We are not feeling in the auto market yet, but it has to start somewhere. But despite the economic pains that we are feeling there are many things that we need to be thankful for. For me personally, I am thankful to you, our customers. For sending us your business, no matter how much your needs have changed. I am also thankful to our suppliers, most of whom have worked hard to keep their inventory levels and service levels high. I am also thankful that I have a crew of dedicated employees, who, for the most part, do their jobs without much intervention.

On the personal side; I am thankful that I have a great wife and great kids. My daughter was very sick a couple of weeks ago. Spending those days in the hospital, and seeing the other families and the issues they deal with, I realized how lucky we are. And I am thankful for that. I am also thankful that I can provide a home and food, etc. for my family.

Some of these things may or may not apply to you, but I think you get the point: no matter how bad things seem, there are always bright spots that you can focus on. And we need to be thankful for these things.

Doug Jacobs

PS: On the giving topic...the first 250 customers to call in after reading this will get a free roll of 5/16” Silver Funklines Pinstripes. Just use the code word: “Doug Says Thanks”

Getting Your Ducks in a Row

2009-10-01T10:08:00.000-07:00

I know that this was covered briefly in our tips and tricks section of the newsletter this month, but after reading that I thought this is a topic that needs further discussion.

As professionals we need to know what vehicle we are working on, and what details may be pertinent to the product we are going to order. For example; if you were ordering a spoiler for 2010 Dodge Charger, you need to know the paint color, and code. It is not enough to tell us: “it is red, they only make one red on the Charger, just paint it that color.”

While that answers seems ALMOST logical, there are things that you may not know: 1. What if the car was really a 2009, you assumed it was 2010, and in 2009 they used a completely different red color. 2. The factory changed the code and color of red during the production year. 3. The vehicle is a special “limited edition” that has a special color that was only offered on a few select cars.

Another example that came up the other day: a customer called to order a grille for a 2007 Silverado. We asked if it was the new body style or the “classic” style. The answer we got: “It is a 2007, they changed the truck in 2007, they are all the same.” Based on this answer we sent a grille out for the all-new Silverado. Guess what - it didn’t fit. Why?? It was a “Classic” model of Silverado, which means it was the OLD body style. The customer thought he knew the whole story and made an assumption that was wrong.

The point that I am trying to make is this: know what you are working with, know the facts about the vehicle, and know the pertinent details. With a little experience you learn what you need to know. After you have ordered a couple of sets of rocker panels, you learn that you need to know things like whether the truck has moldings or flares, what style cab it is, long-bed or short-bed, and on and on. Or when ordering door handles you need to know if the vehicle has a passenger side keyhole or if it has keyless entry.

All these details may seem irrelevant or inconsequential. Sometimes we even need to know things that you may assume has nothing to do with the product you are ordering. Some grilles, for example, only fit on 4x4 model trucks, and when we ask those questions knowing the answer can save you time and money.

So what is my point to all of this? Get your ducks in a row, make a vehicle spec sheet that you can fill out on every vehicle you work on. Have areas that designate questions you should know about the vehicle. Things that may not even seem the least bit interesting or relevant. While it may take you an extra minute or two to fill out this sheet, it can save you tons of time and money. Especially if you order the wrong item, have to wait a few extra days to do the job, and have an upset customer in the process.

Nobody wins in those situations.

Doug Jacobs

Get Ready for Some Football

2009-09-01T10:08:00.000-07:00

I have been doing these articles for over a year now, and I think this is the first time I have officially covered and a Rant, Rave and Rumbling in one article. And believe it or not it is not based on business, but football.

Yes, it is that time of the year again, time for football. While I do not get caught up in all the high school football hub-bub that goes on in Ohio and Texas, I do enjoy College ball, and pro-football can be interesting. (If you are not a fan of the Cincinnati Bengals - more on that later)

First for my Rave:

For those that do not know this, I am huge fan of the University of Cincinnati Bearcats. In fact there are several huge Bearcat fans in the company. After the incredible season they had last year, winning the Big East championship and going to the Orange Bowl, it appears that the rest of the country has become fans of the Bearcats. In fact they have made a National Holiday for their opening game against Big East rival Rutgers, so that the rest of the country can enjoy the prowess of the Bearcats! Tune into ESPN at 4pm Monday!

It is great to be able to enjoy the spectacle of College Football. Where players put it all on the line for an opportunity to play at the next level. Where they are not paid millions, but truly play for the love of the game. Only if we could bring pro-sports back to that level.

Now for my Rant:

As a life-long resident of Cincinnati, I have the unfortunate position of being a fan of the Cincinnati Bengals. I firmly believe that one should always root for your home town teams, so rooting for some other more successful team is not an option. As a business owner I totally understand the business case that is the Bengals. They make a ton of money putting a mediocre product on the field. Spending more on better talent is not going to return that much more to the bottom line. The NFL is structured so that these philosophies pay out – big time.

On the other hand, as a competitive person, I just cannot comprehend how a business owner can be happy making money, but not being at the top of his game. For years, I have taken much more pride in being able to provide the best service possible, with the best inventory, and the most knowledgeable staff. We have sacrificed greater profit to provide services to our customers to help them be more profitable. That to me is winning in our field of competition.

Now my Rumbling:

Give me a College Football playoff. No more of this BS that is the BCS. Only by beating the best teams in the country can you call yourself “National Champion”, not by “backing into” a hand picked “National Championship Game.” Enough said.

Doug Jacobs

Mutual Respect for Profits

2009-08-01T10:08:00.000-07:00

I know it is very hard to understand this but we are BOTH in business to make a profit. Yep, that is right, both you and me work hard to deliver a service, not out of the goodness of our hearts, but to make money doing it. But, what I have been trying to figure out for a long time now, is why is your profit more important than mine? And I do not mean you specifically, but metaphorically.

In business we all have a position in the chain. In our relationship, I am the supplier, and you are the customer. But think about what I am saying, and I am certain you can look further down the chain and see the same things happen to you when you are the supplier and you are dealing with a customer. Everyone wants to pass the burden of cost up the chain, while maintaining their profits.

Let me give you some examples -

The other day a customer called in and had an issue - we had sent him a spoiler for a Ford Fusion, when he clearly had ordered one for a Focus. He was irate about the problem and needed a new spoiler shipped to him Next Day Air!! He had a very upset customer, and he was going to lose the dealership if we didn’t fix his problem ASAP. The freight alone would have COST us over $100.

We proceeded to look into the issue. We pulled the recording of the original call, and listened to it. In this case, we did NOT make the mistake. The customer mistakenly said Fusion when he meant Focus. Still, he maintained that we had made a mistake and we had to eat the Next Day Air freight. We sent him an email of the call recording, which he listened to and then called back a few minutes later. However, this time the call was different.

Now, he accepted the fact that he made the mistake, and suddenly, the spoiler could wait to be installed in 2 days, not tomorrow, like was demanded of us. It is amazing to me that when the burden of cost is transferred the urgency declines.

In a different case; we had a customer who demanded we drop our price on some custom name decals we made for him. We had charged him 75¢ each, and he felt this was way too expensive. “The vinyl only costs a few cents” he explained. He told us to take them back or he would take his business elsewhere. I then proceeded to ask him a simple question: How much do you charge to put these decals on the car? His response; $5 for the pair. So I explained to him, that the most profit I could make on these decals, if the materials were free, the labor were free, and the equipment to make them were free, is $1.50. He was making $3.50 in gross profit, with none of those expenses.

I then asked him what was a fair price to pay for these decals. I told him I would sell them to him at that price, but he had to split the profit on his sale with me. He quickly dropped the issue.

I understand the self-preserving philosophy behind these examples, but I really begin to wonder why we do this. Is it because we can? Because the customer always has the power to take their business elsewhere, and reminds you of that many times when an issue arises? Is it because the “big” company can afford to eat this expense much more easily than the “small” company can? Or is there some other intrinsic human quality (fault??) that makes us do this?

This issue is evident everywhere you go. Pay attention to people, the things they do for a “Freebie.” I witnessed a lady return a 10 year old ceiling fan to Home Depot “because it quit working.” Or the couple who got the “Never Ending Pasta Bowl™” at Olive Garden. Then asked for more breadsticks, and another bowl of salad. They had the audacity to ask for a to-go box for the “Left-Overs.”

These are trying economic times, and we all are working to find ways to save a penny, or cut our costs. But we all need to be viable businesses. You can’t expect your supplier, or favorite restaurant, to be there for you in the future if you don’t treat their profits with as much respect as you treat your own.

Doug Jacobs

Experience

2009-07-01T10:03:00.000-07:00

I am certain that all of us, at one time or another, have done something that they were told not to do. We may have gotten away with it, experiencing little or no consequence. Then again - we may not have been so lucky, and had been the recipient of the dreaded “I told you so.”

I, for one, did this many times growing up. It is not that I did not want to listen to my advice giver, it is just that I thought I knew better, or that I had a better way to do things. The funny thing is, as we grow older our roles change; from the recipient of this advice to the person who is giving it. Those of us who are parents understand and flinch at the times when you realize you are saying things or acting just like your parents did.

No matter the age, you still may be given this type of “advice” through rules and policies that you must follow at work. Even as a business owner, you know there are things that you shouldn’t do, or “can’t” do because of the consequences. You also know that there are plenty of “grown ups” who NEVER want to listen to your advice or policies.

What everyone has to understand is that rules and policies are there to provide you “advice” to get your job done in the most consistent and efficient manner. They come from years of doing your job and finding the problems and solutions. It may not always seem like the most logical way, but more than likely there is a reason. Shortcuts almost never pan out, they may save you time now, but many times they cause more work in the future.

The reality is all of this advice comes from EXPERIENCE. Parents, teachers, coaches, bosses - they all have experienced things that allow them to do their job and pass on the best way for you to succeed. You may have a “better way” or good ideas to help your team succeed, but ignoring the rules and doing it your way is not the proper method. Pass your suggestions on, let the person in charge evaluate it, let them meld your idea with their experience, and you might be surprised at the result!

Doug Jacobs

Opportunities and Optimism.

2009-06-01T13:45:00.000-07:00

I am certain that many of think the topic for this month's Rants and Raves sounds a little far reaching judging by the news we hear everyday: GM and Chrysler in Bankruptcy, Thousands of dealers being shut down, thousands of people laid off. But the reality is that there are opportunities for all of us in this type of market.

First, every dealer that is still in business is trying to sell cars. They need all the help they can get. This has traditionally been the job of the professional restyler. Dressing up their vehicles helps them sell a more desirable product. But more importantly, accessories help them boost their profits. We all know they need that. Your opportunity lies in conveying this exact message to your customer base. If you can SHOW them how they can add to their bottom-line with the services and accessories you sell you become an invaluable resource to them in these trying times.

Furthermore, as the number of dealers decreases, the stronger ones left standing will only get stronger. It is a classic example of "Survival of the fittest," and you need to be getting your piece of that remaining pie. You may have never done business with these dealers, but you need to be. You need to go out and sell your company, products, services, and even more importantly; yourself. Keep in mind that the guy who was servicing them may not be around anymore, or he has his head buried so far in the sand that he isn't out helping his dealers make money. He may be so dejected he is not even calling on these customers. You need to seize these opportunities.

The biggest thing you need is optimism. If you keep your outlook optimistic you will convey this to your customers. We get enough negativity in the news everyday, the dealers are getting from their customers, and the manufactures. IF you come in with a brighter attitude you can help them be positive. If your customer has that extra bit of positivity it just may turn into business for you.

I agree this isn't the best time to be in an automotive related business, but we all need to seize the opportunities to maintain and secure our businesses. Imagine if you can survive in this market what kind of position you are going to be in when the market returns to post-recession levels! Trust me, it will be worth all the effort you put in now. Think of this as an investment in the future of your business.

Doug Jacobs

Perspective

2009-05-01T13:36:00.000-07:00

As a business owner you come to expect that the only one who can get the job done is your self. The old saying “if you want something done right, do it yourself”, is how most small business owners feel. I am certain this comes from starting from scratch and growing the business up. It is your pride and joy, and your blood sweat and tears that you have put into the business. YOUR reputation is on the line, not that of the people that work for you, and consequently we all become a bit overprotective of what we have toiled so hard to build.

Over the past month or so, I was given an opportunity to step back and gain some perspective. To look at our business and my employees from a different point of view. About a month and half ago I was very ill. I was dealing with high fevers and the accompanying sweats and chills that come with them. The doctor says it was the Flu and I tried like hell to work through it. After three weeks of the “Flu” my wife finally convinced the doctor that there was something else wrong and they admitted me to the hospital.

During my stay they ran a battery of tests and finally found the culprit, an abscess the size of a small orange inside my liver. Little did I know how dangerous this was, and had it ruptured I wouldn’t be here today writing this. But they found it, drained it and now I am on the road to recovery. The hardest part of this whole thing has been the 3 weeks of work I missed. Those who know me, and those who have worked with me for years, know that I don’t miss work. “Sick Day” does not exist in my vocabulary.

The point of all this is not ask for your sympathy or thoughts and prayers. They are appreciated but not at all the point of this rant. The point is that the entire time I was sick, and the week I spent in the hospital, Restylers’ Choice ran jut like it does when I am there. The managers stepped up and made the decisions I would normally make, the other employees showed up and did their jobs. The company kept humming along. I was bothered rather infrequently when a manager needed some input or some help on a sticky issue, but all-in-all I was astounded.

What this time away gave me was some much needed perspective. I know now, that I can focus on the big picture items, the new projects, the products, the new services we want to offer. I can focus on the things I should be focusing on, because now I see that the team at Restylers’ Choice can run on a daily basis without my constant guidance.

The point is that as small business owners sometimes you have to step back and trust and appreciate the people who work for you. Unfortunately for most of us this realization happens out of necessity and not desire. Take a step back look at your operation and realize this now, not because you have too, but because you want to.

Thanks to everyone at Restylers’ Choice for the wonderful job that was done in my absence, but don’t get to used to it, because I am back, and don’t plan on going anywhere too soon.

Doug Jacobs

Returns and Reshipment Policies

2009-04-01T13:35:00.000-07:00

Lately, we have had a few issues with customers who seemed to dislike our return/reshipment policies. Our policy is based upon the many experiences we have had in this industry, and when you step back and look at the situations with an agnostic eye, you will see how much sense it really makes.

First, let's explain a situation and how our policy would apply. Let's say you ordered a spoiler for a 1996 Toyota Camry. This happens to be a red spoiler, and we paint it the correct color for the car as per the code. However, since the car is 13 years old, the paint has faded and you are not happy with the color match. You call us up and ask that we reshoot a new spoiler and ship it to you in hopes that this second spoiler is a better match.

Our policy dictates that we will do exactly as you have asked, paint a second spoiler and ship it to you so that you can take care of the customer. However, we are going to bill you for this replacement product. It makes no difference to us whether you made the mistake or we made the mistake, we will bill you for the replacement product. When we receive the incorrect product back from you we will refund your money for the returned product.

This is where we always seem to run into trouble. Customers will invariably get mad at us for charging them for the replacement. “It was your mistake” or “Why should I have to pay twice?” We hear it all the time.

The reason is very simple. If you have no investment in the product you have no incentive to return the defective/incorrect product to us. So in the long run we get stuck giving away free product and have no way to get the other product back from you. Now, however, if we tie up your cash in the product, you will make darn sure that we get it back. You will also call us on multiple occasions to make sure we got it, and that you will be getting your refund/credit. Funny how human nature is.

Now lets examine the “why.” This is pretty simple to explain as well: we have been burnt HUNDREDS of times in these situations. We call and call and call checking on the return and we get the typical answers: “I sent that back,” “I will do it right now,” “As soon as I am back in the shop I will do it.” Just this week I got into an email exchange with a customer who we “bent the rules for” and shipped out a replacement spoiler for no charge in SEPTEMBER. Guess what–still no spoiler. And when I asked for my spoiler or for a payment for the second spoiler, suddenly I became the jerk. Funny how that works, we did a favor and now we are the jerks.

Logically speaking, could you ever imagine going into your local Wal-Mart, proceeding to the customer service desk and having this exchange: “I bought a shirt here last week and when I got home I found a tear under the sleeve. Can I get a new one today for free and return the bad one a week from now, or when I find it convenient?” They would laugh you out of the store, just as they should. And the funny part is that you would never even try that because you know how absurd it is.

Obviously, this topic came up because the situation that arose this week. I have known a lot of you guys for years, and I value every bit of business you bring to us. These policies are not put in place to punish you or to reflect on how we view you or your business. If we all live by the policy then no one has a reason to get mad. It keeps us all on a level playing ground and from that vantage point our relationships can continue to grow and flourish.

Lets all hope the business climate heats up as the weather begins to break!

Doug Jacobs

Expectations

2009-03-01T05:15:00.000-08:00

They say that crap rolls down hill, and as a warehouse distributor, we live in the valley between two mountains: customers on one side, vendors on the other. I guess you have to be a WD to see how poetic those two statements really are.

I am not complaining, I really enjoy the role we serve in the industry, and I wouldn’t want to have to do your job. You too have demanding customers and issues with suppliers. The reality is that in trying economic times, we all need to adjust our expectations and learn to deal with those things that don’t go quite our way.

In order to survive in these tough times, many companies have had to adjust the way they run their businesses. Cutting back on staff, reducing inventory, and changing policies are all the prudent things you or your suppliers should be doing. Each of the decisions has both its plusses and its minuses and when these decisions are made they will affect you and your ability to do business. If you have reduced inventory you rely more on your suppliers to get you product. If they have reduced inventory then it takes them longer at times to fill your order. Once again the “rolls down hill” axiom proves it self true.

The issue really can get ugly when vendor lead times are excessively long, mainly due to sourcing things from overseas. We are seeing this now as we are waiting four to six weeks for products that we used to get in days.

As the winter thaws, and we are just now seeing some signs of business returning to more normal levels, we are seeing more and more issues like these. Businesses who were running with reduced inventories are now being caught with their proverbial “pants down.” It affects us and in turn it will affect you. It is not that we are not trying to get product here for you, But more that there is less product available in the pipeline for us to get.

There is nothing more frustrating then having to work harder than normal to find a little work to do and then have to put off that job because parts are hard to find. The economy made us all pull back, it is going to take a little time for all us to ease back on the gas.

The bottom line to all of this is pretty straight forward–we all need to adjust our expectations. Not that we should expect less service, or expect to be disappointed, but instead to expect things to be a little harder than normal. The economy has affected us all in the pocket book and we shouldn’t be surprised for it to go after our expectations too.

Doug Jacobs

Loyalty

2009-01-01T13:30:00.000-08:00

It is a simple, three syllable word that has very powerful connotations. What I find most interesting about the word is that it can mean very different things to the same person depending on which side of a relationship they are on.

I have always considered myself a very loyal person, many times to my own fault. Growing up I was “loyal” to my 10 favorite bands. My first car was a Ford Mustang, and I have been a loyal Ford buyer ever since. My first computer was an Apple, and to this day my business runs on Apple computers, and my cell phone is an iPhone. My wife and I are both graduates of the University of Cincinnati and are loyal fans and supporters of their athletics programs.

When it comes to business, I feel I have always been the same way. I have been extremely loyal to our vendors, companies like Universal Products or Trim-Gard. We have been offered many times to change lines to ones that maybe offered better pricing or different offerings. The reality is we have worked with these vendors to improve their products and in-turn they have worked with us to improve our service. This is loyalty to me.

On the other hand, I have always strived to work with, protect, and help grow the businesses of my customers. The thought has always been that if it’s good for our customers then, in the long run, it will also be good for us. Over the past month, I have been involved in several separate conversations that have made me begin to realize that maybe my loyalty has been one-sided.

I had one customer who owed RC over $3000 for the better part of a year. We worked with them and agreed to take our payment a little at a time, and now he is close to being “caught up.” The other day when he asked us to do something that we could not do under the current state of his account we were told...”that is fine, I will take my business to someone who wants it.” Is THAT loyalty? Is that what we deserve when we have worked hard to help a guy out of a jam?

Another situation that came up involved a customer who was buying most of his products from a competitor. The reason? Well when I asked I was told “it’s complicated”. Complicated? More complicated than the fact that he stuck the previous owner of Auto Accessories Warehouse for a TON of money, and I allowed him to set up an account and get back into business? More complicated than the $2500 his brother stuck me with when he went into business for himself and promptly disappeared? Complicated??? Oh yes, loyalty can be complicated - especially when you are on the giving end.

Finally, we had a good walk-in customer in our Dallas warehouse come in to complain that we were selling to one of his customers. He asked us to stop. We then asked him a couple of questions like: Why are you buying products from one of our former employees when you could get it from RC and why are you buying clear bras from our competitor when you could buy it from RC. He stood there and looked like a deer blinded in the headlights. How dare we ask these questions. Once again loyalty cuts both ways.

The reality is that today business is hard to come by for everyone. Many times it may seem like the best answer for your business is to do whatever it takes to save a dime here or a dollar there, never looking at the real impact to your bottomline. You want your suppliers to protect you and be loyal. You want them to be there for you when you need a bailout or some extra time to pay. You expect them to help you out when a job has put you in a pinch. To be honest, Restylers’ Choice loves to be there for you, we love to be in a position to help you out, anyone who knows me and my involvement in the industry, knows this is true.

Just don’t be in shock when someone expects the same thing of you.

Doug Jacobs

Let’s Ride the Roller Coaster!

2008-12-01T05:15:00.000-08:00

Put your hands up, and prepare to scream your guts out. We are on one hell of a roller coaster ride right now, and it isn’t gonna end anytime soon. Obviously, I am talking about the current state of our economy and more precisely the automotive market.

We hear all of the doom and the gloom all over our TVs, day in and day out. It gets old and discouraging, but we can’t afford to fall prey to the talking heads. As small business owners, we need to be the driving force behind this economy. We need to find new ways to innovate and to make money when everything we know has been turned on its ear.

Just a few short years ago, our industry was selling 16 million cars a year, setting record sales year after year. Consequently, the market for accessories and restyling products for both new and used cars flourished. During this time it was easy to find work and even easier to get paid to do that work. However, over a very short period of time, gas prices spiked, credit crunches crunched, and car sales fell to levels we haven’t seen in 20 years.

Predictions are calling for over a 40% drop in car sales, to below 10 million units. Now the news talks about auto industry bailouts and financial rescue packages. The reality is that this is the new reality. We have to accept and keep plugging. I have heard many customers tell me: “things are so slow that I am just gonna pack it in, and find something else to do”, or even worse: “my dealers aren’t doing anything so I am not calling on them.” Neither of these will do our industry any good, but the latter is like throwing in the towel for a slow and painful death.

We need to find ways to make money, find those new opportunities in your area. Keep making those calls on your dealers. If you are the only one doing it you will be the beneficiary when things start to turn around. And they will!

And when they do things will look different: the number of car dealers will be drastically reduced, the number of brands maybe less, and most definitely; the amount of your competition that survives will also be less.

You really need to look at this economy as an opportunity.

Opportunity to catch your breath and evaluate your current position.

Opportunity to focus your business, and make what you do as profitable as possible.

Opportunity to increase your level of service to your customer base.

Opportunity to push yourself to learn new skills and products.

At the SEMA show last month we saw a lot of these opportunities. And they came from guys just like you. We honestly expected the show to be a dismal failure; with all of the gloom and doom, we knew there would be less exhibitors and less attendees. But what we found was this was true, but those that were there, were there because they care about surviving this market. They wanted to learn and grow and make their own opportunities. Just as we all need to do.

Since we can’t control this roller coaster we might as well just enjoy this ride, and make the most out of it.

Doug Jacobs

Returns, Defectives, and Mistakes

2008-11-01T05:15:00.000-07:00

As the economy continues to worsen, it seems that we are dealing more and more with product returns. We completely understand the need to return unused and unneeded inventory, as such our policies are designed to make this process as simple and straight forward as possible. There are several types of returns that we deal with; defectives, unneeded products, human mistakes – each requiring a different set of rules and processes to follow. The process of dealing with these is known as “Reverse Logistics.”

I would like to discuss each of these things individually and try to answer many of the questions or issues that come up.

Defective Products
In order for Restylers’ Choice to be reimbursed from our vendors for defective products, we must follow the procedures set by our manufacturers. Sometimes this includes completing a series of forms and working through a set of procedures with the customer.

“I have been doing this for 25 years...” We hear this response more times than you possibly imagine. Many times we need to ask questions that seem as if we are treating you guys like idiots. We know you are experienced professionals, but just as paint systems and adhesives have changed over the years, sometimes your technique may need to change as well. If we don’t know how you put it on, we can’t help you correct any problems you might be having. Many times “defective” products are really not defective, just improperly handled or installed.

30 Day Returns
Restylers’ Choice has a very easy to use return policy. We will take back any items you purchased in the last 30 days with no restocking fee. We will even send you a call tag to get it back (you will be charged for the shipping). Keep in mind that we do not take back custom graphics or painted spoilers under this policy. Also, it is imperative that you read the directions that come in the envelope with the call tag. If the products are not like new, with all of the hardware, instructions and packaging, then you will not get full credit for the item! And please make sure you only send in the products that are listed on the call tag paperwork. Extraneous products or wrong products just make our job a living nightmare.

Mistakes
We all make them. I know Restylers’ Choice does (more than I would like) and I am certain that you do too (but rarely admit it). Even I make mistakes (but don’t tell my employees–they think I am perfect and I really don’t want to burst their bubble). In order to improve our accuracy we recently installed a new phone system that allows us to record and monitor our calls. It has been a godsend when trying to get to the bottom of mistakes. We can listen to the call and see where the mix up happened and where we need to improve our processes.

We try to take care of your mistakes and ours as quickly and painlessly as possible. Your mistakes are generally handled by our 30 day return policy. Make a mistake on a custom graphic or a painted spoiler and we will recut it or repaint it for half price! Our mistakes, however, get a little more complicated. First, we have to have products back. Even the dumbest, cheapest little graphic in the world we have to get back. Could you walk into a store and tell them the pair of shoes you bought last week have fallen apart and you threw them away, then expect them to give you credit? I wouldn’t think so, and it is the same here. We need products back to make sure we can document and correct the mistakes. Your help and understanding here is imperative!

The final issue with mistakes and defective handling involves the billing. Unfortunately, we must bill you for any product that is shipped out in advance of receiving the returned products. I know many of you gripe about this policy, but it really makes good business sense. And it keeps our relationship on a very fair and even plane.

Typically, we hear responses like, “send it to me free and I won’t get a credit when I return the other defective/mistake item” or “it was your mistake, why should I pay for it twice?” That sounds great, but your lives and work are hectic and busy just as ours are. Without your money tied up in the product, your attention rarely lies in getting the product back to us. Without that defective or wrong product back in our hands, we’re out the cost of the product. We can’t maintain our prices and inventory if we are losing money on “free” products. And if you have dealt with us for any time at all, you know we are fair and prompt at getting you your credits!
I hope that this article was both informative and helpful to your business. Let’s work together to make as much money as we can in these trying economic times.

Doug Jacobs

Freight Charges and How They Add Up

2008-10-01T05:16:00.000-07:00

As the price of fuel has increased and the business climate worsened, we have had a rash of customers complaining about freight charges. It is totally understandable to be concerned about the expenses for your business. We are very mindful of the money we are spending getting product to our warehouses whether from vendors or from our own internal transfers. As a result, I thought the timing was right to give an overview of the charges we face that add up to those freight charges you see on your invoices.

First and foremost there is the base rate of the freight. These charges are based upon the weight and size of the package. These rates increase every year around the first of the year. Traditionally UPS has based all ground freight rates solely on the weight of the package; 2 years ago they implemented “dimensional weighting” to ground packages. This means that a large package that weighs very little, will be billed at a higher weight due to its size. This change has added a great deal to the cost of shipping items such as fender trim, bug shields and light ABS spoilers.

Next, UPS likes to tack on “accessorial” charges to the base freight. In our business, “Accessories” are things that make your car look better. In the shipping industry they are things that make your freight look worse. These included “Delivery Area Surcharge” (for those zip codes that UPS determines are “off the beaten path”) and “Additional Handling” (for packages not encased in cardboard or over 60” in length). These charges can add up quickly again on spoilers, and bugshields.

The fees keep adding up when you start getting into insurance. UPS has always insured the first $100 of a package in the base rate of the shipment. Then for years you added a small charge per $100 of value, which is currently 40¢. However, several years ago UPS made a change to their insurance policy: after the initial $100 you had a minimum insurance charge of $1.20, which covers you up to $400 of value before you see any more charges. This has resulted in an increase of insurance charges on the most of our packages of roughly a dollar.

Over the past several years UPS also began implementing fuel surcharges on all shipments. This has added 10-12% to all packages shipped. This percentage fluctuates on a weekly basis and is up to the discretion of UPS as to what this percentage will be.

Finally we add a $1.50 “handling charge” to all of our shipments that helps us to defray the costs of boxes and packaging materials. While we would like to do away with these types of charges it is not possible to offer the prices we offer, as well as the many free freight programs we have and also absorb all of the packaging costs.

The reality is that UPS controls the game. They decide what charges get applied, how they get determined, and who is going to get them. We are at their mercy, and before you even think about it: FedEX is the EXACT same, switching does you little good. My best suggestion for you is to pass the charges on to your customers. These are costs of doing business, and everybody faces them. Also, if you can swing it, your second best option is to place free freight orders. Organize your purchasing to optimize your freight charges. Order 3 spoilers on Tuesday instead of one on Monday and then 2 more on Tuesday. Or save up your orders and only order 3 times a week instead of 5 times. We give you the tools to beat the system, and you need to utilize them to the best of your abilities.

Doug Jacobs

That’s a Wrap...

2008-09-01T05:16:00.000-07:00

I have touched on this in the past several times, and I really want to spend a little time focusing a whole article to the topic of WRAPS.
First, lets start with the basics: what is a wrap? I know most of you know what I am talking about, but for those who don’t a wrap is complete digitally-printed graphic that covers most, if not all of a vehicle’s painted surface.

Now that we have that out of the way, selling wraps can be a very profitable business. In this market we all need to find new ways to make more money and keep ourselves busy. But getting into a new business segment can often be a very daunting task, one that brings to mind many questions:

How do I start selling wraps?
How do I figure out a price for them?
How do I get one designed?
Where do I get it printed?
How do I install it?

These are just the start of the many questions you probably have running around your head right now. The good thing is there are many readily available resources for answers to all of these questions. The best place to start is attending one of the many regional sign shows. There you can find answers to most or all of these questions. Sign magazines {specifically the one that is titled Wraps) are also great resources for much of this same information.

I also want to introduce to you a new service that Restylers’ Choice is offering starting this month: Wrap Warehouse. Our Wrap Warehouse is designed to provide tools and answers to each of these individual questions. Allowing you to pick and choose which pieces of the proverbial “pie” you need to complete the job.

I strive to not make these articles into big commercials, so at this point I suggest you call one of our CSRs if you are interested in learning more about Wrap Warehouse, or stop by www.wrapwarehouse.com in about a week or so and learn more (we dont have it quite ready to go yet).

Whatever way you chose to learn more and to further your business into doing wraps, I wish you the best of luck.

Doug Jacobs

The Economies of Using a Warehouse Distributor

2008-08-01T05:16:00.000-07:00

Every few years, a company pops up offering to sell at cheaper prices and save you big money by not using a distributor as a “middle man.” That all sounds great, and if it were true then there would be very few distributors needed, or even left in business. Now, obviously I have a vested interest in this situation, and I have some very good points to back up my opinion.

First, in this sluggish economy, placing orders from 15 different sources and paying 15 different freights makes little sense. It is much easier to call 1-2 distributors to get the products you need. The distributors have freight programs to help you save freight charges and by consolidating your orders at a few places, you are easily able to reach those freight pre-paid orders.

Sure, I know many of these “direct sellers” have pre-paid freight programs as well, but let’s look at the inventory impact of these deals. Let’s assume each of six different vendors has a $100 free freight policy. Now, let’s assume you need $80 worth of moldings, a painted spoiler, $50 of pinstripes, $90 of chrome accessories, 2 bugshields, and a clear bra kit. At five of those six vendors you would have to order “extra” products to get the the free freight level. By calling a distributor who has a $500 freight paid policy, you would save on the extra inventory you had to buy at those other four places, and still save the freight.

How about the extra savings you get when buying “direct?” In some cases this may be true. However, in most cases, a distributor buys in much higher quantities and is able to pass the volume savings on to you. So “direct” may sound good, but often leaves you getting the same exact deal, or worse, than you can get through your distributor.

Finally, in order for you to make money, you need to be out selling and installing product. Not tracking down orders and calling your vendors to see where those orders are. By working with only a few distributors, you can minimize your time-managing the purchasing process and maximize your profitability. You don’t need to wait around for ten different deliveries on five different carriers, just the one of two that come from your combined sources.

There are many other benefits to using a distributor: consolidated, simpler returns; defect handling; better hours; easier freight programs; etc. The bottom line is that in these trying economic times we all need to find ways to save money and maximize our profits. Buying “direct” makes that strong pitch, but when you add up the real costs, a distributor is your partner to profits. We are here to help you succeed, and only by your success do we succeed.

Doug Jacobs