SPRING 2007.qxd - Merlin 200000 Mile Shops

SPRING 2007.qxd - Merlin 200000 Mile Shops

Merlin’s Franchising, Inc.
3815 E. Main St., Ste. D
St. Charles, IL 60174
630.513.8200
www.merlins.com
Volume 24, Number 4
Fall 2013
The Good News
Although the current state of the job market is not encouraging and average wages are stagnant, car sales have been on the
rebound in the past four years. According to Mike Colias and Ryan Beene in Automotive News, September 2, 2013, not only are
more vehicles being purchased, but pricier ones are being purchased as well. Consumers are “stretching themselves further in
order to be able to afford those nicer rides.” New vehicle loans have risen to
an average of $26,526, up 12% from $23,592 in 2008. Interest rates are low,
but buyers are stretching their payments over longer periods of time in order
to be able to afford their new cars. Loans with terms of 72 to 84 months (6
to 7 years) are now available, putting the consumer into debt for a very long
time.
Merlin encourages consumers to avoid car payments by embracing THE
DRIVE FOR 200,000 MILES vehicle maintenance program. A well-maintained
vehicle can last up to 200,000 miles and beyond. The car payment money can
be used for something better – save it, invest it, pay for college, or take a
vacation. According to NBCNews.com and CarMD.com, average car repair costs
have risen about 10% since last year.
The good news is that as new car sales increase, there is a growing pool of
used car trade-ins that, as they are resold to second owners, are prime for
major repairs and other services (put off by their previous owners). Like new
car buyers, these used car buyers will be focused on getting the full life and
continuing benefits of their new vehicles. That is where Merlin Shops can
shine. In spite of higher vehicle prices and higher repair costs, vehicle With overall car prices on the rise, consumers will
expenses can be kept to a minimum by not taking on another four-year cycle be more apt to maintain rather than replace their
vehicles. THE DRIVE FOR 200,000 MILES can help
of car payments, by maintaining and repairing vehicles at Merlin 200,000 Mile car owners avoid taking on another round of car
payments before they are truly necessary, resulting
Shops, and by getting on Merlin’s DRIVE FOR 200,000 MILES.
It Was Miller Time
in a significant savings.
Merlin 200,000 Mile Shops were recently the exclusive automotive sponsor for the Dennis Miller comedy show
and “question and answer” format program, “Miller Time LIVE” held at the Schaumburg Marriott, in suburban
Chicago, on September 18, 2013.
Benefits of this eight-week sponsorship included numerous promotional mentions along with a radio spot
schedule on AM 560, The Answer. Merlin branding (logo and website link) was included on all AM 560 Facebook
post, Twitter posts, and on the ticket registration page at 560theAnswer.com. Seven ticket drops were scheduled at
several Merlin 200,000 Mile Shops that were The Millers, Dennis (l), and Barry
strategically located to cover the suburban (Miller), Merlin’s Controller,
landscape. The ticket drops were well attended enjoyed a private conversation.
with customers, in many cases, claiming their spot in line before the AM560
promotions team arrived. Seventy five pairs of tickets and $10 Merlin Gift Certificates
were distributed to listeners at each ticket drop event. Merlin’s Marketing hosted a
display table at the event with information and giveaway items.
Violet Talley, Manager, The Dennis Miller show
Additionally, a schedule of 60 second on-air and online streaming Merlin radio
Marketing Programs talks was attended by more than
spots
with promotional tag lines and “live read” commercials by morning show hosts,
with attendees at the 1,100 people.
Merlin onsite table.
John Howell and Amy Jacobsen, began in July and will continue into 2014.
Kids Helping Kids - Warming Heads,
Hands and Hearts with a Snug Hug
Merlin 200,000 Mile Shops 23rd annual Snug Hugs For Kids winter clothing drive to benefit
Children’s Home + Aid kicked off on October 28, 2013, with donations being accepted until December
17. Sometimes children set the best example. In 1995, Des Plaines Girl Scout Troop #941 began
their annual donations of hats and mittens to the Snug Hugs For Kids campaign. Their enthusiasm
inspired the establishment of Kids Helping Kids (KHK) in 1997. Since then more than 17,000 Girl
Scouts and Boy Scouts have participated in the program.
Every year, Merlin customers are encouraged to bring donations of new and like-new coats,
scarves, hats, mittens, gloves, boots, pants, and socks to their local Merlin 200,000 Miles Shop, where
they are sorted, packed, and stored until delivery day. Each donor can receive a free WDRV 2014
Timeless Rock Calendar and free Chicago Wolves children’s tickets. New this year are Snug Hugs
silicone wrist bands that are available in the Merlin shops for a donation of $1.00 each. All profits Since 1997, more than 17,000 Girl and
from the wristband sales will be donated to Merlin’s charity partner, Children’s Home + Aid
Boy Scouts have collected for Snug Hugs.
Once again, the Snug Hugs Crochet & Knit-A-Thon (CKAT) is well underway, as needle crafters Here is an “oldie but goodie” photo of
Ken Wood from the St.Charles Merlin
from across the nation are invited to participate with their gifts of hand-made items. The CKAT Shop with a pack of Tiger Scouts.
celebration event is scheduled for November 9, 2013 at Resurrection Lutheran Church in Aurora, Illinois.
A special focus this year is on Kids Helping Kids, a program that encourages Boy Scouts and Girl Scouts, as well as other clubs, church groups, and
school groups to help their peers by holding their own Snug Hugs winter clothing drives. Those who participate can register to receive an embroidered
Snug Hugs For Kids badge.
Children’s Home + Aid is a leading child and family service agency in Illinois. Each year it protects, educates, and counsels more than 40,000 children,
youth, and families to overcome the obstacles of poverty, abuse, and neglect. Merlin Courtesy Vans will carry donations to Chicago’s Children’s Home +
Aid centers on December 18.
Thanks, Customers!
Our customers are our most valuable asset. Enzo DiBenedetto, General Manager,
and Frank Andrew Smola, Regional Manager, Company Operations, wanted to show
their customers at the Merlin 200,000 Miles Shop at 1460 Douglas Road in
Montgomery, Illinois that they are appreciated. On September 7, 2013, Enzo did just
that, by inviting customers and the general public to come to his location for a Merlin with the Montgomery E.
Customer Appreciation Day. This festive event had a little something for everyone, team ready to greet customers .
and even Merlin, himself, showed up! 95.9 WERV-The River was on hand with a remote broadcast, offering chances to
win free Disney On Ice tickets. Merlin promotional items and Merlin T-shirts were given away, and the shop was offering
free battery, brake, and engine light checks. Oil changes were offered at $18.00, and Merlin 200,000 Mile Warranty
Continental and General tires were on sale starting at $79.00. Of special interest was a car show sponsored by Merlin’s
next-door neighbor, Sound Design. The Aurora East Fire Department brought a fire truck for children to examine, and
several children were seen wearing fireman hats as they munched on hotdogs provided by Advance Auto Parts.
What a great idea, Enzo! More Customer Appreciation Days have been scheduled. On Saturday, September 22, Andrew Both kids and adults
Bolingbrook Mayor Roger Almaui, Senior Advisor, and Julio Diaz, General enjoyed the fire truck
and gear on display
Claar (l) visited with Merlin
Manager, invited customers, business acquaintances, compliments of the
President Frank Smola and
Merlin Real Estate Director and the public to their Customer Appreciation Day in Aurora Fire Department.
Mark Hameister (r) at the Bolingbrook, Illinois. Merlin, himself, stood by Route 53, waving customers in to
Bolingbrook Shop customer
share in the free refreshments provided by Advance Auto Parts, Merlin giveaways,
appreciation event.
and a chance to win a free weekend rental from Hertz. As Merlin special offers, including a $19.00 oil change, were hard to
resist, overflow parking spread into the neighboring Food4Less parking area. “Our Customer Appreciation Day is in alignment with
the Merlin Mission to build long-term relationships with organizations and clientele in the neighborhoods we serve, to strive to be
a cornerstone of each community, and provide extraordinary vehicle maintenance and repair,” Andrew
Merlin and his
as s i s ta n t we r e Almaui told Bolingbrook’s Mayor Roger Claar, who stopped by to say hello.
on hand to greet
October 19 was the big day for Appleton, Wisconsin customers, followed by a Customer Appreciation
cu s to m e r s
in
Day
at McHenry Merlin 200,000 Miles Shop on October 25, 2013.
Bolingbrook.
Serious About Their Success...
Merlin Training Class Members, July 1 - September 30, 2013
Air Conditioning Basics
Ray Thomas, Bolingbrook
Ian Butler, Crystal Lake
Brian Brewster, Downers Grove S.
Jamal Johnson, Midlothian
Nelson Velez, Montgomery E.
Jerome A. Denovellis, Naperville
William D. Paris, Plainfield N.
Air Conditioning Repair
Ian Butler, Crystal Lake
Brian Brewster, Downers Grove S.
Jamal Johnson, Midlothian
Jerome A. Denovellis, Naperville
William D. Paris, Plainfield N.
Business Basics 101
Tony Dalton, Carol Stream
Tim Campbell, Cary
DRIVE Services and Technician
Productivity
James Siaperas, Dolton
Allan Schnuck, Kenosha
Keith Roberts, Kenosha
Nelson Velez, Montgomery E.
Nicholas Lynd, Woodstock
Driveability
Erik Garcia, Aurora
Rudy Santillan, Aurora
Ray Thomas, Bolingbrook
Cory Kristy, Lockport
Terry Martin, Montgomery E.
William Chandler, Morton Grove
Matt Shiro, Naperville
Marcos Francia, Naperville
Kevin Sambrookes, Plainfield N.
Estimating Made Easy
Jeremy Allred, Batavia
Gary Burkhart, Bolingbrook
Victor Carson, Lockport
Evaporative Emissions Systems
Rudy Santillian, Aurora
Russell Crowder, Lockport
Cory Kristy, Lockport
Matt Schiro, Naperville
Marcos Francia, Naperville
Getting to Know Your Product
Alex Santiago, Midlothian
Andrew Notbusch, Montgomery E.
High Technology and Your
Paycheck
Roger Remington, Aurora
Jordi Williams, Elgin E.
Joe Hutchings, Elk Grove Village
Hybrid Vehicle Systems I
Justin Wirth, Aurora
Leadership Skills
Jordi Williams, Elgin E.
Richard Ford, Fayetteville
Mike Mueller, Fond du Lac
Joe Hutchings, Elk Grove Village
Tim Hinchley, Hanover Park
Steve Bailey, Portage
Bruce Feldman, Yorkville
Office Routines That Work
George Res, Morton Grove
People Power
Steve Stack, Bolingbrook
Tim Campbell, Cary
Joe Hutchings, Elk Grove Village
PLAY #5
Chris Hamilton, DeKalb
Aaron Adams, DeKalb
Richard Ford, Fayetteville
Jerrad Williams, Loves Park
Alex Santiago, Midlothian
Andrew Notbusch, Montgomery E.
PLAY #6
Jay Turnigan, Carol Stream
Jordi Williams, Elgin E.
Jerrad Williams, Loves Park
John Gregory, Springfield
Service Manager Basics
Matt Aman, Appleton
Jay Turnigan, Carol Stream
James Baggarly, Country Club Hills
Aaron Adams, DeKalb
Mike Strasburg, Elgin W.
Mark Mueller, Fond du Lac
Mike Mueller, Fond du Lac
Jesse Christensen, McHenry
Steve Stack, Midlothian
Andrew Notbusch, Montgomery E.
Rob Harrison, Montgomery W.
Tim McGouan, Mundelein
Rich Ex, Palatine
Succeeding With Service
Managers
Scott Klippel, Appleton
Mike Mueller, Fond du Lac
Mitesh Patel, Hanover Park
Tire, Shock, and Strut Basics
Roger Remington, Aurora
Mike Mueller, Fond du Lac
Andrew Notbusch, Montgomery E.
Vehicle Inspection
Erik Garcia, Aurora
Scott Templic, McHenry
Arif Cardona, Midlothian
Bruce Orranitia, Montgomery E.
Nelson Velez, Montgomery E.
Jerome Denovellis, Naperville
Matt Schiro, Naperville
Kelton French, Schaumburg
Wheel Alignment, Advanced
Cody Carriveau, Appleton
Erik Garcia, Aurora
Phil Johnson, McHenry
Arif Cardona, Midlothian
Chris Castillo, Midlothian
Bruce Orrantia, Montgomery E.
Russ Starks, Mundelein
Jose Monroy, Naperville
Jerome A. Denovellis, Naperville
Trey Hildebrand, Plainfield S.
Jimmy Reese, Woodstock
Wheel Alignment, Basics
Cody Carriveau, Appleton
Erik Garcia, Aurora
Nathan Smith, Lockport
Chris Castillo, Midlothian
Russ Starks, Mundelein
Jerome A. Denovellis, Naperville
Trey Hildebrand, Plainfield S.
Jimmy Reese, Woodstock
Your Success Plan
George Res, Morton Grove
Thanks, Merlin
Elk Grove Village:
“I took my car to your Elk Grove store. I would like to
compliment the professionalism that I was shown by Jason
(Clardy). The store was clean and Jason was honest. We had a
recent bad experience at our local Ford Dealer and I wanted to see
what Merlin’s could do to get my wife’s brakes fixed properly. I go
inside hundreds of auto shops a year with my job and rarely do I
find people who are enthusiastic about their job and more willing
to help than Jason was. I felt an obligation to let someone know
about this. Thank you again for a great experience!!!”
Mike Swafford, Senior Territory Sales/National Accounts Specialist,
G&K Service
Joliet:
I had the pleasure of dealing with Bob Skinner at the Larkin Avenue
Shop in Joliet, IL on 10/10/2013. This was my first visit to a Merlin
shop. My 2004 Ford Ranger has over 108K miles now, and I have
noticed a rumble in the left front wheel. I brought it into Bob’s shop
and told him that I suspected a wheel bearing problem. Bob PROMPTLY
took my truck for a test drive, then put it up on the rack and retrieved
me from the waiting room. He took me into his very clean shop and
explained that my opinion on the problem was correct. He showed me
how much wiggle it had compared to the other front wheel (which was
a little less than perfect as well), and suggested that I replace the
bearings in both of them. I explained to Bob that I have been out of
work for 18 months and was trying to maintain safety without spending
a lot. Bob explained what could happen if the bearing wasn’t fixed and
the wheel seized while I was driving, and then suggested several
options, including replacing the worst wheel right away. I decided to
just replace the left side bearing. Bob had the job done in about an
hour at a reasonable price. I was very pleased with Bob’s attitude and
expertise, and especially happy that he understood my financial
situation and offered options that could save me money. I will visit
Bob again as necessary and definitely will recommend him to my
friends. Thanks for providing your customers with such a fine
franchisee.
John Gauss
Joliet
WORDS OF WISDOM. . .
An unnamed commercial airline pilot said,
“If you think training is expensive
and inconvenient,try ignorance.”
Elementary, My Dear Watson
The Car Care Council (CCC), a nonprofit organization dedicated to educating motorists about the importance of regular
vehicle care and maintenance through its “Be Car Care Aware”
education campaign, encourages owners to maintain their
vehicles in order to avoid costly repairs down the road.
(www.facebook.com/CarCareCouncil ) What a coincidence!
Merlin 200,000 Mile Shops specialize in vehicle longevity so
that their customers can enjoy
the full life of their vehicles
with the DRIVE FOR 200,000
MILES maintenance program.
This includes a full vehicle
inspection on every car that
comes into a Merlin shop.
“Elementary, my dear
Watson.” Although Arthur
Conan Doyle’s Sherlock Holmes
never actually said that, he
did use the term “elementary”
often, and referred to Dr. John
H. Watson as “my dear
Watson.” Thorough inspections
at Merlin are elementary.
Whether a vehicle is in the shop for a simple oil change, a
specific repair, or for a DRIVE service, it is inspected to verify
that all is well; but it is also checked for clues that point to
repairs that might be needed immediately or in the future. A
customer may come in with a deductive premise that since the
brakes are making noise, brake pads need to be replaced.
Overheard In A Shop
Schaumburg:
A young woman who had a bad experience with two
competitors came in to see if Mark Murray, Franchisee, could help
her out. Mark explained the repairs and maintenance that were
needed in order of priority. Some of the services she needed were
included in the 24,000 Miles DRIVE Service Package, and two new
tires were in her future as well. She was impressed with the
200,000 Mile Warranty, as well as THE DRIVE FOR 200,000
ALLIANCE Program, which would help her along with those higher
priced tickets, and was heard to say: “You have been so helpful. I
really like you guys. I want to keep coming here. Is there a way
we can help you by giving you a positive review?”
Country Club Hills:
Recently, four customers in the waiting room were comparing notes
about the poor service they had experienced at various repair shops in
the past. One gentleman said, “That’s why I come here. They do
rotors, they do struts, and they even know what they’re doing!”
However, Merlin technician-detectives utilize Sherlock Holmes’s
abductive method, relying on facts to explain the evidence and
to find the most economical conclusion to the problem. Maybe
the brakes only need to be cleaned and adjusted for now, with
pad replacements to be done further down the road.
In last year’s CCC community car care events it was found
that 77% of the cars inspected needed service or repair.
22% needed oil changes.
20% needed cooling system maintenance.
18% needed brake repair.
14% had low, dirty, or leaking brake fluid.
8% had a check-engine light on.
10% of the batteries were not held down properly.
10% needed new hoses.
19% needed a new air filter.
14% needed new windshield wipers.
13% needed light replacement or repair.
9% of the tires were under inflated.
10% of the tires needed to be replaced.
12% had low, dirty, or leaking steering fluid.
10% had low, dirty, or leaking transmission fluid.
My dear Watson, all of these systems are investigated by
Merlin detectives during every vehicle inspection. It’s
elementary.
Only 200,000 Miles?
It’s a Start!
A 1966 Volvo just reached 3,000,000 Miles, according to Tara
Baukus Mello at Bankrate.com. She commented, “If you think
you need to buy a new car because your old car has high
mileage, you might want to look for inspiration from Long
Island, N.Y., native Irv Gordon, who just logged 3 million miles
on his car. Mr. Gordon has been extremely dedicated to keeping
the car meticulously
maintained.”
Maintenance is the
key;
at
Merlin
200,000 Mile Shops
we want to help our
customers
reach
200,000 miles and
beyond. Maybe 3 Irv Gordon recently hit the 3 million
million is a better mile mark with his 1966 Volvo P 1800
in Seward, Alaska.
goal.