August 2012 The Paint Spot Newsletter

Recap of last issue: I slammed yet another Bozo for his misunderstanding and out and out misrepresentations regarding Waterborne paint. I have exposed most (if not all) of the misconceptions regarding this technology, and specifically the fact that in an economical down turn such as we're currently in, it does not make sense. The bewildering thing is, I am getting far more questions and responses from out of state shops and even jobbers , than I am from any of our local customers. Is that to say you are so on top of this subject that I'm just telling you something you already know? The Staining issue .yeah, so you have seen it! One of our customers also added that if the vehicle (white usually) is taken to a spray car wash and degreaser is used, it will make the problem occur. My question is why would you do that? I think the customer chooses that option, and should be warned against it. I am still working on a definite reason / answer from mfg s on this issue, but outlined last month what to do if you're in doubt. Clear Coat (RSC 220) Update: Last month as you ll recall we had record breaking heat and humidity. Some records were broke that date back in excess of 150 years (wonder what they did back then to stay cool). I explained the limitations of economical products and specifically the RSC 220 that up until this extreme situation were not known. Several other brands (not Matrix) experienced the same fate, but it was Matrix who took the lead on identifying the problem, and also a remedy (MS-52, which has a very slow hardener and a lifetime warranty). To my knowledge, the others summed it up by saying You can't paint in this environment, you ll have to wait (not much of an option, unless you can get your creditors to buy into it). In working with this problem Matrix technicians discovered some shop issues that were contributing factors . I would like to share them with you. Booth environment: Too hot. Not enough air movement. Wetting the floor (adds even more humidity) Water and/or oil in air lines. Using too fast of chemistry. Matrix is currently working on possibilities which could include an RSA 228 - ( Extra slow hardener), or even a clear designed specifically for these types of conditions. I will let you know as soon as that happens, until then the MS-52 is not only your best bet ..IT S AWESOME ! Tee Shirts: Special thanks to Kelly Mack (Matrix) for a job well done! The new Matrix tee shirts Made in Motor City U.S.A. have arrived and are available free to customers (ask the drivers or call the store). Non customers $10.00/each (supplies are limited) 2013 Calendar Entry Forms: Get your entry forms in as soon as possible guys! This is your chance to get recognition for what you do. If you need forms, ask the drivers or call the store. If you have questions regarding information on the form or photo format call the store. We are here to help you! MP-1000 (improved formula): I told you that many new products are used by SLIX as a sort of testing/ proving ground prior to full scale production. As it relates to Matrix one of the finest products ever to hit the market has to be the MP-1000 . Since its conception we have used (abused) chingos of this wonder primer . The sales from The Paint Spots perspective have literally gone through the roof. Now with this good news also comes one common complaint when used as a primer (without the MC-1000 sealer converter) it's too hard to sand . Here s what separates Matrix from all the other companies: They heard you loud and clear and have altered the formula to make that problem go away , and I know that for fact! I tested the new version (as a primer) two weeks ago, and it sands more like a primer surfacer than an epoxy. I will say that when we used it as a primer (old formula) we never cared one way or the other about it being hard as nails because we intended to either go back to back with primer surfacer or do the body work on top of it. Neither one would require sanding with finer grit papers! With the use of the MC-1000 it was a non-issue anyway, but that was an added expense. By the way

All s well that ends well: (this one s for you Kim, and any of you dad s out there) Ok, now I want to touch on a part of our (or any) business that I never thought to bring up. It has to do with handling an opportunistic customer. You know the ones I'm talking about, they're the ones who thankfully are far and few between, but also the ones that if you gold plated their vehicle and gave them $10,000.00, they d still bitch! They are the ones who mistake kindness for weakness. The ones that have learned if they whine and complain they can get whatever they want. The ones (and I remember a couple) that I have told point blank If you don't get the hell out of here, I'm gonna take you inside, shut the doors, whip your ass, and have all my guys say you hit me first ! We had the luxury of getting one of those recently at Slix, and I can't pass up the chance to share it with you.

For those of you who may not know, I gave my son Shawn Slix two years ago. He works damn hard and is every bit as good or better than I am at all facets of this business, and I am damn proud of him. Over the past couple of years several people have come to me with their body / paint concerns. They were more comfortable with me and there was apprehension of my son s ability to do what Rick would do. I can understand that, but Shawn needed to stand on his own and how much good would it do to let the customer get me to micro manage Slix, and undermine my sons authority. I have told many of them and Shawn as well, that I am always here for help if needed, but no crying wolf please! ( Tough love ..it works!) Shawn knows well that our business is conducted on a Fair , Firm , and Friendly basis, and with honesty is the best policy as our foundation

It s always been that way and he grew up with it. He gets a customer in the shop who has and old Jeep that has been modified (customer did the mods) and wants us to finish the project. The body work that the owner had done was not so good, but who are we to rain on his parade . The marginal work was mentioned and documented and the customer said it's just a hunting truck, it will be fine . Sounds good to us, we're on it was Shawn s response. The color was to be olive drab , and for that, we used NorthStar. The customer asked after the paint was done what about a clear coat ? We told him that the single stage didn't require a clear coat, but that if he wanted it, we could and would do it with Matrix MS-100 matte clear. It was also explained that there would be a charge for it. He wanted it and was ok with the extra charge. When the clear coat was done the guy started bitching about the charge, specifically saying you should have told me upfront that you priced it without clear, and that you were gonna charge me separate for it . Now what this dip stick didn't know is that I was very aware of not only the clear coat issue, but the original decision to use single stage as well. He wanted to know if there was any way possible to lower the original paint cost on the job and Shawn called me, I told him sure, we can do it with NorthStar. I then did the math, gave it to Shawn, and he gave it to Jeff (the customer, and I think he s on this mailing list). Now at that stage of the game we had every right to tell this guy to take a flying leap at a rolling donut , but Shawn decided to just charge the guy for the extra materials (which wasn't much) and give him the labor for free, even though he knew and agreed to the original deal. Can t fault him for that, right or wrong, it was Shawn s decision to make, and besides the customer s always right (who the hell made that one up, but then again, I've done it too!) When the customer brought Slix the vehicle, it was in pieces, and the customer wanted it painted that way, as he had other work to do and didn't want to have to take the Jeep apart. He picked up the vehicle and the parts, paid the bill, said everything looks great , and was on his way (that was three months ago). Shawn calls me last week and wants me to come look at this guys Jeep because he s complaining about things that he didn't feel were legitimate and the customer wanted us to repaint it. He also belittled my son by saying you obviously don't know what you're doing, so I want some one else to do the painting . Then he added if you won't repaint my Jeep. I'm going to tell all my car building friends what a shit shop Slix is (yeah, I know what you're thinking, fightin words . for sure) I looked at the vehicle and found some scratches (obvious that his putting the vehicle together created) and a difference (slight) between panels (appearance). When Shawn commented on the appearance issue, the customer said he had waxed the Jeep (imagine, waxing a matte finish, and not evenly at that). So I took some wax and applied it to the duller of the two panels, and sure enough, it all looked the same. I told Shawn to call the guy and tell him what we did, and that the scratches were his problem, if he wanted them fixed either rub them out (remember, they were slight) or we would paint at regular rate. This guy went ballistic and demanded a meeting with me (10:00 am Saturday)

here s how it went: I told Shawn and Patches (a kid that I took in at age 15, and who is considered as much a son as Shawn) to both attend. When Jeff (the customer in question) arrived he was polite, introduced himself and asked for the floor, which I gave him. When he was finished, I asked him if he had children, he said yes, two. I asked if he had a son, he said yes, I asked how old, he said 20. I said good, we have something in common, then I turned to my son and asked were you fair ? He said yes, and the customer agreed. I asked were you friendly ? Shawn answered yes , again the customer agreed. Then I looked at Jeff and said ok, so now we're gonna deal with firm ! He started to interrupt and I told him that I had given him his time, and now it was my time. I told him squarely that he was being unreasonable and that my son works damn hard for what little he gets and how dare him mistake kindness for weakness and attempt to break my son s spirit by making these petty claims in an attempt to get something for nothing. I told him that I wouldn't do that to you and you should be ashamed for doing it to us. I then reminded him that our sons look to us for our approval and that's what mine has done, he has done all that I would have expected him to do. What more could you want? The last thing I said to him was get your Jeep out of here and don't come back , and that goes for your friends too ! Shawn followed him out to help him load his Jeep and later came in to thank me for understanding that he did all he could not to loose a Slix customer. He also asked why I handled it the way I did. I told him that yelling and cussing doesn't really accomplish much, and that doing what I felt like doing (kicking the shit out of the guy, or rolling over and letting him take advantage of us) really wouldn't either. I said, I just thought about it a lot, and wanted to make him understand how he was being so opportunistic by putting us down to make him feel big . Shawn told me that when he was helping the guy load his Jeep, he kept saying wow, I didn't expect that and I guess I really got some things to think about , and then finally I'm sorry I treated you that way . I told Shawn, I didn't expect him to say that either, maybe it pays to address the underlying issues, and maybe he ll end up being one of the best customers we ever had . It was one of those rare moments in which I could teach my son a life lesson , and in the process, I learned something Too!