Gonzo

The Long and Short of it For those of us that stand behind the service counter we have a few general greetings we’ll use, usually a welcome or a hello, but eventually we come to the preverbal question, “What’s the problem with the car?” Now, its story time. Everybody has their own way of explaining things, and over the years of standing at the counter I’ve noticed a pattern to these explanations. There’s the short, quick version, and then there is the long winded explanation that starts off with the trip to grandma’s house last summer and mentioning every bump or bruise the car has ever had. The ironic part is that when the story is long the actual problem is quite small in comparison. But, the shorter the explanation is, the larger the problem seems to be. I’m not sure why, but it almost always seems to work out that way. Take car fires for an example. When their recall of the events leading up to the demise of the car is shortened to just a few words I’ve got a pretty good idea that whatever is being dropped off by the tow truck doesn’t even resemble much of a car anymore. However, if I seem to be listening to the next documentary on the evaluation of the modern car or how affective a cheap set of overseas sockets and a no#2 screwdriver are then it’s a safe bet there’s less of a fire and more of quick and simple problem here. Just the other day a car was towed in because it wouldn’t start, and the only explanation the owner could manage was that he changed the battery. After checking the car out it was very clear the PCM (Power Control Module) was off line and wasn’t communicating to the rest of the systems. The more I tried to pry information out of him the less information I seemed to get. Further testing revealed the PCM must have taking a large dose of high voltage/current… it’s a fried computer for sure. So, instead of a quick fix (As he was expecting) it was a costly repair involving a new PCM and complete programming. Just replaced the battery aye? My guess is he tried to jump the car with the leads backwards or installed the battery backwards, or both. But, I never did get him to admit to it. I couldn’t rule out a lightning strike or a once in a lifetime PCM failure due to changing a battery, I just couldn’t prove it one way or another. A complete reversal of the short story is of course the long versions. A gal dropped her car off early one morning with several hand written pages of information wedged under the service bay door. The information started out with the day and time she bought it to the last oil change. Sure, I like to have as much information as possible; however a lot of the stuff on this list had nothing to do with the current condition of the car. Honestly, I really don’t need to know how many times you went through the automatic car wash last year. However, after reading through the documented average gas mileage per year I came to the very end of the last page which offered the most important information, the fuel pump had been changed just a week earlier, but the only problem she was concerned with was that the cruise control didn’t work. Then in a little side note on the edge of the page she mentioned that the turn signals and brake lights have been blowing a fuse too. The entire problem turned out to be a turn signal lead that was trapped between a fuel tank strap and the body. It took me longer to read the information than it did to find the problem. Not to be outdone, there are the auctioneer ramblers that will rattle off a whole list of things they’ve done to the car in a non-stop-get-it-all-out-in- one-breath type of explanation. They’ll go from one extreme to another so fast that I don’t even have time to write anything down. Some will try to sound like they are incredibly knowledgeable about the various systems in their particular car, and it’s not uncommon for them to spew some sort of trivia about how many cars were produced that year, or what production changes there were, or the name of the guy on the assembly line that installed the ash tray. Seems they know more about the car than I do, except how to fix it. As usual, the long drawn out story ends up being something simple. The last backyard mechanic with the compiled knowledge of automotive facts failed to mention he just installed a new alternator, even though I now know the name of the guy who installs the ash trays. The problem turned out to be a blown fuse, which happens to be the very fuse that powers up the very thing he just changed...the alternator. And, of course, it was one of those cheap-o alternators with a life time warranty. But, as with a lot of these overly informed experts of the home garage they believe that all parts are the same and they all come from the same place and all those high priced parts stores just mark parts up. Well, there is one more scenario to follow along with the long and short story telling conundrum. That’s the over exaggerators. Exaggerations and mystic supernatural tales are a completely different issue. These days it’s sometimes hard to separate facts from fiction when it comes to what might be happening in a car’s electronics. Mainly because of all the incorporated control modules that have more than one purpose, such as the BCM (Body Control Module). Something that sounds exaggerated might turn out to be completely correct. So it pays to listen up… to a point. It’s just that sometimes the claims are just too far off to be even remotely possible, as in the case of the mysterious self-starting car. The story goes that if dad’s car was parked next to the son’s car and dad started his up the other car would start too. Both cars were dropped off; I did everything I could to think of way to solve this mystery. I finally had to give up and admit defeat and told them to come get their cars. That afternoon in the lobby, the dad had to tell me the entire story all over again, (which they always do…) while the son stayed in the background with a huge grin on his face the whole time. Watching junior out of the corner of my eye while dad ran through his story again, junior was doubling over with pent up laughter. If I didn’t know any better, something tells me junior has something to do with this. I had to interrupt the father while he was still going through all of his super-natural claims that could have caused this problem, such as sun spots and aliens. “Hey son, by chance are you playing a trick on your old man? (The kid nearly fell on the floor giggling….) Something tells me you’re using some sort of remote start when your dad starts his car.” Yep, that was the issue. The dad, good natured thankfully, got a big laugh at the whole thing. Seems this family has a habit of pulling practical jokes on each other and they carry these jokes to the “nth” degree. We all had a good laugh over this extreme prank. In the long and short of it, repairing the modern computer driven automotive is far less understood by the general public and even with the best information out there once in a while even the professional mechanic might have to explain things in a long drawn out story for a simple problem. My best advice is to take notes, listen carefully, and don’t prejudge a problem until you have all the facts. Because, the very next car that comes in might be the one that doesn’t fit the trend of the long story-short problem or vice-versa. It’s a learn as you go and then learn some more type of thing, not only for the customer but the mechanic too. Ya just gotta watch out for those exaggerating practical jokers. View full article

One of the many reasons most of us go into biz for ourselves is to be our own boss. As "the boss" it's your job to fire and hire...that includes customers.

I've used an AUTEL ts401 for years, then... just the other day, I had a 09 Mits. Eclipse to do. I could read the tire sensors but it would not register the sensors to the ECU. Called Autel and asked them "Hey, this here tpms tool says on the first page... Does ALL cars...but it won't do this one." They told me I have to buy a new tool. The MS905 and hook the ts 401 tool to it with the USB that comes with the tool and then I can. Great...another 1500 bucks to do the same thing I did last year without this new tool. hate it hate it hate it hate it. friggin tool manufacturers are like car manufacturers... "Obsolete the parts and change things so you have to buy new" Apparently, ALL doesn't mean ALL,,,, only I suppose.... up to the manufacturing date of the tool. go figure.

That "Sum Guy" he's the real problem with those tools and cheap parts. I agree, licence whether state, county, or fed. would make a difference. The only thing is, once that happened "Sum Guy" without a license would probably still be doing it cheaper.

So very true Jeff, (and Joe...and everyone else) My son, who is a brilliant computer wiz has watched the ups and downs of the trade and all the scrapes and scars I've collected over the years of repairing cars. I've never encouraged him to get into the field or discourage it either. I've even offered him a summer job at the shop, but working with dad is not in his nature. LOL (I don't like working with myself sometimes either) But, to add to the comments already posted about the quality of techs coming out of tech schools, yes... there are a few good ones, but hundreds of wannabes that shouldn't be left alone with a torque wrench. I believe today's cars no longer have that "tinkerer" aspect to the beginning or novice wrench head. It's all wires and computers, although there are still timing chains, head gaskets, transmission svc. etc... It's just not the same as it was when I took my first carb. apart. We, as technicians and shop owners have to keep in mind that each new recruit is someone we either mold into a tech or tell them to go back to the fast food line. I feel you either got "it" or you don't. Ask any tech school teacher and they'll tell you the same. As one instructor told me, "It's hard to teach them about a CVT transmission when they don't understand a basic vacuum modulated transmission. They can only teach so much and time in school isn't near enough to go through every aspect of modern auto repair. There's always going to be a shortage, but the best of the best will always shine through.

I'm not shocked at all. I've been writing about these type of customers for years. The restaurant biz is even worse as South Side Tire commented about. I'll give you an example. Sometime back my wife and I were at a restaurant when we noticed that a lot of waiters and waitresses were coming over to this couples table, then it was the managers turn at the table. The couple got up and left shortly after that. When our waiter came over I asked what was going on. He said that it was a typical situation. A customer eats the entire meal, orders drinks, etc... then complains the food was terrible and the drinks were watered down. Even though they ate every bit of it and drank all their drinks. The manager wasn't about to give the meal to them free but their policy is to always make the customer happy no matter what. The manager had to abide by the restaurants owners policy. The waiter went on to tell me that this happens all the time and there isn't much they can do about it. This got me to thinking... "Hey, ain't this the same sh&t customer try to pull at the repair shop?" Yep,..... but I'm the guy who sets the "policy" so ya ain't getting a repair free or think you're going to get me to jump through hoops cause you "think" you as the customer deserve something for nothing. Just sayin' ---- There's jerks everywhere ya go ---

One piece at a time Why is it that in one car the heater core is a snap to replace, while others have a zillion screws and countless pieces that need to be removed? Or, the A/C compressor is buried so deep in the engine compartment that hours upon hours are spent just to get it out? I suppose it all comes down to how the car needed to be designed and the allowable space provided. But, all this digging around sure doesn’t make the mechanic’s job any simpler, or when it comes to giving an estimate to the customer. What if, instead of engineers and designers making the decisions about how all those components are shoe horned into the car, they left it up to the mechanic to decide where they go? I would definitely change how some of these cars require the entire dash to be removed to gain access to the evaporator core. In fact, I would probably have an access panel behind the center section of the dash. You know, just remove the radio and the heater controls and unfasten some sort of door and there you are. I would move the evap core and heater core connections somewhere else besides wedged between the firewall and the engine. I’ve never liked having to “plank” across the engine bay and wrestle those fittings loose. Oh, I’m sure it wouldn’t be practical to have mechanics design it. Besides, every mechanic who’s worked on cars for a few decades would have a few favorite choice parts they’d like to see used vs. some new unproven and yet to be tried out part. Although, the final appearance of the mechanic’s creation might look something like the Johnny Cash song, “One piece at a time”. You know an engine from one year, a radiator from another, perhaps a door handle and latch from something else, and an ignition switch from an entirely different decade. It’s not just access to some of these parts that the engineer’s design seems to be more important than serviceability, it’s the way some these parts are fastened to the car, like door panels for example. One year they’ll use push clips and the very next year it’s hooks and screws. Or, the material they built “this” year’s door panel becomes so brittle after being out in the sun for a few years that by the time a window motor or switch needs replaced the whole thing snaps like a dry twig. Just getting a serpentine belt off of some cars requires removing a motor mount or the use of some crazy half twisted and contorted tool to take the tension off the belt. It’s just insane how many variations in design there are. Seriously, they should consult the guys and gals in the service bay about some of this stuff first. Yea, I know, a lot of the design aspects of the modern car are done in a particular manner for quick installation at the factory. That might be great to get the car down the assembly line, but it doesn’t help a bit when it comes to service work. Oh, and I can’t leave out those hidden bolts and squirrelly double locking clips that can frustrate even the best mechanic out there. Granted, back when we switched to the electric pumps in the fuel tank there were probably a whole lot of design issues that weren’t considered or perhaps were entirely overlooked. And, I’ll bet there was a stock pile of metal tanks already pressed out on those big machines. But, why didn’t anyone think of adding a trap door to ALL the different models instead of having to wrestle those cumbersome metal tanks from under the car? You mean to tell me no one could figure out how to add a trap door in the bed of a pickup truck either? Seriously… These days, with all the electronics and computer systems you’d think design issues wouldn’t be nearly as complicated as they were before…. ‘fraid not! Now it’s not only the design, it’s the programming, the software, and configuration issues. I run across so many various models with modules that have become obsoleted from the manufacturers, and it’s just about impossible to find any good salvaged replacement parts, let alone, how some of these modules can’t even be used again if they were already programmed. Many times a customer will ask me, “Why did they design it that way?” I just shake my head and try my best to explain that things are the way they are because they are the way they are, basically… I don’t have a clue. I seriously doubt any of the auto manufacturers would ever ask what the little old mechanic thinks of having to remove the entire front bumper assembly just to change a headlamp. We’re just supposed to do it and accept the fact the customer is going to question the cost of the repair, and probably spend a lot of time calling other shops just to make sure they are not getting cheated or over charged. I suppose all these changes are job security for the mechanic. Who else would want a job where everything you previously learned is now useless information on the next model year you work on. This means the mechanic has to spend an enormous amount of time studying the latest systems and procedures just to be able to do what he did on a previous model. Even though some things about the modern car are far superior to their predecessor, there is still room for some serviceability design improvements. Of course, you can forget about asking me what I think of their changes. It’s not like they can’t find me, I’m right where I’ve always been. Right here in the service bay doing what I’ve done for years, looking up the procedures, rolling my eyes at how many steps it takes to change a light bulb, and dealing with those changes. For me, it’s back to work, tearing things apart and putting them back together and like always… one piece at a time. View full article

A good "electric tech" should know how to use a scope to see the miss. If nothing else look for the misfire counts on the scanner. Typically, yes.. it could be the PCM, however.... a new motor doesn't always mean a "GOOD" motor. That's where a scope could help out to see the exact problem in the engine...or electrical side of things.

Congrats Frank! Oh, and to the wife too! I guess she's not burned out having to deal with ya for all those years. LOL Congrats again!

The Refrigerator Light Did ya ever find yourself at the service counter trying to explain to a customer how you diagnose an intermittent problem? I know I have. Intermittent problems can vary and the explanations of these problems are just as diverse as the problems. Typically, I’ll ask the standard questions: When does it seem to happen most often, how often does it occur, is it more likely in the morning or afternoon, and does it happen when the engine is cold or hot? Those type of questions. The usual answer in most cases is, “I don’t know”. The big issue is that a lot of people don’t understand that even though they have seen a failure, and the fact that it doesn’t occur very often, doesn’t mean the mechanic is going to be able to find it without some background or investigative research. Take for instance this guy who came in and told me his car doesn’t start. I asked, “Where’s the car? I’ll have a tow truck pick it up?” His answer, “I don’t need one, I drove it here.” Then, of course, I’m back to the questions again, “So, when does it not start?” I’m confronted with the typical answer, “I don’t know”. The more I tried to dig into the history of this “no start” condition the more “I don’t know” seemed to come up. At best the only clear cut answer I got was that it did it once last summer. (This is no help at all nearly a year later.) Apparently this guy (along with many others) was informed there is this magical diagnostic tool that can not only tell the date and time of a past failure, but can also predict the future demise of any component in the car. So, now my “intermittent” explanation is side tracked with explaining that there is no magical machine. Eventually, I went through the normal “intermittent” spiel, and how duplicating the failure was the most appropriate method beyond looking at the numbers and PID’s on the scanner. I could use a travel recorder that will record pertinent information and give it to the customer to drive around with it hooked up to the car for a bit, but since the last failure was the previous summer I don’t think leaving the recorder in his car would do any good. Since that’s not really an option, I did my best to explain how I diagnose intermittent problems with something that most people could relate to -the refrigerator light. “Let’s say your refrigerator light is the intermittent problem. It’s working now, and should work every time you open the door, but at some point it’s not. The bulb could burn out, or it may get jarred loose and intermittently come on. But, the very next time you open the door the light may come back on, even though it didn’t come on the last time. So, if you stand in front of the refrigerator and can tell me when it’s going to fail, or know precisely when the next swing of the door in which the light isn’t going to work, then it’s no longer intermittent, but predictable,” I told him, “So, before you swing that door open for that midnight snack, ask yourself this, “Is the light going to be on, or is this the day it burns out?” Keep in mind those light bulbs last a long time, and even if you are the type of person who calculates the exact hours of use that the bulb is predicted to last, I doubt you could ascertain the appropriate day and time it will actually occur. Without a pattern, or being able to duplicate the problem, a lot of intermittent problems are just plain impossible to solve. You need facts, figures, and a good diagnostic background to tackle them. And yes, with the right information they can be solved. Everything has a fail point; everything has a lifespan. The problem is I can’t predict a failure any more than the man on the moon can. Oh sure, I can take a few “SWAG’s” at it, and I might even have some insight on which parts will fail more often than the next, but that doesn’t mean I can find the reason your car failed to start nearly a year ago. This guy seemed to understand and was happy to keep track of his car under the conditions it failed to start. In the meantime, we did an overall checkup of his car just to be on the safe side. But, I did warn him even with the best checkup out there, it doesn’t mean you’re free from a failure. It could be something that was totally unexpected and wasn’t seen during the checkup, or it could be something that is internal in a computer that you can’t see at all. A few days later he was back. He had this grin on his face a mile wide. There was something he was dying to tell me. “Did it finally not start for ya?” I asked. “Nope, car is fine,” he said. “So what brings you here today?” I asked. He jokingly told me, “My refrigerator light burnt out last night. I thought of you when it happened. I was standing in front of the refrigerator, and before I opened the door I would make a bet with myself whether or not the light was going to be on or off.” Peculiar to say the least, someone actually drove across town to tell me about their refrigerator light, but now I was curious. I wanted to know the outcome. “So, did ya win your bet or not?” “I lost,” he said, “but the car has been running fine since you did the check out. In fact, I’ve got the wife and kids playing the “Guess if the refrigerator light is going to be on game” too!” Apparently, I’m a big hit around his house. Who would of thought explaining intermittent diagnostics would be fun for the whole family. This just proves that it really does take all kinds to make the world go around. I’m just glad I chose the refrigerator light as the example and not some other common household fixture or appliance. Now, I’m wondering, has this ever happened before, and how often? Maybe it happens more in the morning or late in the afternoon? My best diagnostic answer, “I don’t know.” View full article

I would have done the same thing as you did Joe. I have no problem telling somebody that I won't... not "can't"... help them. Either because of their attitude or their flaky story that doesn't add up. Ya can't judge by the cover of course, sometimes the worst heap of junk comes in and the owner wants to spend a fortune on it, but at the same time a MBenz can come in needing a light bulb and the owner goes ballistic over the price of a tail lamp bulb. ... .... go figure.

I guess I should "chime in" with my thoughts. Since I'm well over 50 and have owned and operated a shop for over 3 decades. Burn out is the major thing most people think of when getting to that point that they want a change. Me, it's not really burn out as you may think. It's more than that. I've found a niche where I can put my energy into... and that's the teaching and writing aspects. Even though my shop is still as busy as it has always been I'm not there as often do to my traveling. And, I'm enjoying myself more than I ever have when running a full crew at the shop. Incompetence is rampant in this business. From shop owners to technicians. What/where does this incompetence come from??? Lack of training mostly. You want to avoid burn out....know as much as you can. Anything to make the job easier, that also includes customer relation knowledge. As I've said before, "If I knew what I know now back when I started would I have done it again?" The answer is YES....but better! My goal these days is to entertain and inform other shop owners and technicians what it's really like out there in the world of professional automotive repair, at the same time find a solution to the incompetence in our industry. I would personally like to see those "guys" never to be allowed to open the hood of a car or ever go into business dealing with paying customers. On the other hand, everybody will have a period of burn out no matter what the profession. The thing to keep in mind is, "What are you good at? What is your passion? What do you enjoy doing?" Money is important, but piece of mind is priceless.

Ah, those camaro's and dual plug engines. A lot of people don't look at the needed repairs before they buy something, and then... they wonder why it costs so much. And, yes... the new plugs last longer Ken, I think that's why they feel it's OK to bury them below all the piping and electric stuff. So much for things being easier because their a newer design. ROFL........

My All-time Worst Spark Plug R&Rs I’ve been changing spark plugs almost as long as I’ve been able to hold a socket wrench. I’ve changed plugs on everything from the family lawn mower to huge engines, and over the years there have been a few of them that are memorable only because they were such a pain in the toolbox to get out. A few were rusted into place, or the threads were stripped, and a few that broke off in the head, but the ones I remember the most are the ones that had you muttering to yourself that you’d never do another one again. Now, I could mention the trouble with getting the spark plugs out of the Ford Triton 3 valve engines and how difficult those can be, but they are only tough because of the design aspects of the engine. Not that they are that difficult to get too. I’ve tried taking them out with the engine cold and with the engine hot. I prefer the hot method. Once I started taking them out that way I haven’t had near the hassle as taken them out cold (as per the procedure from Ford). Although, they are tough enough to extract, and a few choice words for the engineers may be in order, they don’t require the dexterity of a gymnast to get them out. The transverse engines, any thoughts? Yea, I’ve got a few, especially the ones that half the intake has to be removed to get to the back plugs. What a genius design from a maintenance stand point. Yea, it sure does make for a compact engine bay, and yes, they don’t need changed as often as the older models do, but still.... what a hassle. Some of the transverse engines required you to remove the upper engine mount (the dog bone) and rock the engine in one direction to gain access the back plugs. A lot of guys would rock the engine back and forth, and when the engine was in the right spot they would jam on the emergency brake. It worked, but holy cow... dangerous! If the E-brake didn’t hold in the middle of your changing them, it could be even more difficult to extract the mechanic than just the spark plugs! The best method was to get the proper tool (Oh, gee another tool to buy) and use it to crank the engine to the right spot. All those weird spark plug designs and sideways motor layouts had their issues, but nothing compared to the contortionist you had to be on other vehicles, or even worse how a job that looks to be only an hour or two turns into an all-day affair. One in particular that I remember so well is the mid 70‘s Chevy Vega. You know, the little car with the aluminum engine and the notorious oil consumption, yea that one. Well, there is another Vega that was available that didn’t have the little 4 cylinder engine in it. It came from the factory with a V8 squeezed under the hood. Why do I remember this so well? I had a customer with one who wanted the spark plugs replaced. Back in the day, there was a national chain of tune up shops that was offering a 29.95 tune up for any factory original car. My customer had already asked me what I would charge and he didn’t like my price at all. The 29.95 looked like a bargain so he headed right over there. A day or so later I got a call from the tune up place. They were questioning whether or not it was a factory set up, because they couldn’t even see the plugs. In fact, they couldn’t find it in their labor guides, either. The customer told them I did all his work, so they assumed I must have been the guy who “shoe-horned” this V8 in there. I laughed, and told them it was definitely factory assembly. The problem was the only way to remove all the plugs was to first remove the entire motor. Hey, they advertised it; they said they would do any factory car for that price, so do it! They ended up pulling the motor and changing the plugs for the advertised price, but with one stipulation. Never to bring it back. Another fabulous design that needs to be put on the list of all time dumb designs is the mid 80‘s GM 4WD van with a V8 engine. Now here’s one that you’ll get a work out trying to get to all the plugs. One from the deck lid, one from inside the wheel well, one with the dog house removed. Oh, and the last one... good luck. It’s buried in there to the point that you have to put your socket, swivel, and extension onto the spark plug in sections and then you might manage an eighth of a turn with the ratchet. You’ll need a change of clothes before going home on this one, because you’ll be covered in grease from head to toe as you bear hug the cross member, steering linkage, and countless other components just to get to the plugs. It’s one of those jobs when the customer tells you they need a tune up the mechanic starts questioning their career choice. The customer says, “How come every time I ask a mechanic about tuning up my van they don’t want to do it?” Try it sometime… you’ll find out why. What can be even more frustrating is when a car comes in with a misfire and it’s diagnosed as a faulty spark plug. The dead hole is the one that is just a fraction of an inch from the evaporator case. You can’t even see the plug, but you gotta get to it somehow. After what seems to be hours you manage to find the right combination of sockets and swivels to get that sucker out only to find the plug is completely shot. You suggest to the customer that it’s time for a tune up, and they tell you that it was just done a week ago. A little more investigating and you find that all the other plugs are brand new...except for the one you just wrestled out. Now, I have two people I want to have a little wall to wall conversation with. The engineer who designed this fiasco and the *#@^! mechanic who only changed 7 plugs. I know I haven’t seen the worst of the worst, but I’ll bet there are mechanics out there who have run across worse ones than me. How about you guys telling me your worst of the worst? Send an email or text, and I’ll compile a list and put it into story form for later publication. If anybody knows which spark plug changes are the worst, it’s you guys and gals out in the service bays. Misery loves company, so think about your worst spark plug changes and let me know. View full article

http://www.gonzostoolbox.com/StoriesFolder/Fatherlyadvise.html Since we are bringing out our "Fatherly" stories for this special weekend. Here's mine. This is also the story out in this months Brake and Frontend, Import Car, and Underhood Magazine. In fact, this is the second time it has ran in publication. Last time was several years ago.

Every time I read this, it puts a lump in my throat. Excellent article. Thanks for posting it again.

In-Demand/On-Demand When it comes to cars there’s one thing that has held true from the very earliest days of needing any type of repair: if there is a demand for it, somebody will grit their teeth and step in there and get it done. And, that somebody is the mechanic. There’s a demand for qualified technicians all over the country, and as the complexity of the modern vehicle increases, the demand for more knowledgeable mechanics will be even greater. Being in-demand is one thing, being ready to make those repairs on-demand is another. Obviously, demands expected of mechanics have greatly changed over the years, and the type of, or ways of making a repair has changed as well. Needless to say, mechanics will always be in-demand, regardless of these changes. Consumers, on the other hand, have their own set of demands and can be quite finicky. The greatest asset to any business is its customers, but there are a few fellow consumers out there who have their demands a little confused. I’m referring to the ones who have a problem with their car, but can’t commit to getting it in the shop. Whether it’s due to the weather, the day of the week or the cost of the repair somehow, someway their demands change from one extreme to the other. They are definitely in-demand of a qualified mechanic to solve their problems, but for some reason their demands are overshadowed by other factors. I’m still puzzled as to how many times I get a call on a typical, rainy day and someone will ask, “Do you fix windshield wipers?” I’ll answer, “Yes”. Then they’ll tell me, “OK, as soon as it stops raining, I’ll be in.” Obviously the mechanic is in-demand by the caller, or they wouldn’t have called. “Now!”, usually isn’t the appropriate on-demand time, and you know, once it stops raining so will the demand of having the wipers in working order. You might say they were just inquiring if you did that kind of work, and they’ll be in just as soon as the rain stops. Funny thing is, I hardly ever see the customer or the car after the rain stops. How about the ones who call on the coldest day of winter wanting to know if I can replace a heater core, and if I can get it done ASAP? Well, if it’s an icy, snowy winter day chances are I’m not that busy anyway, so “now” would be an excellent time to demand something like that. Oh, but wait, there’s a catch. They can’t make it because they can’t clear the frost off the windshield. Sure, you could mention a tow truck, or you could send somebody out to pick it up. But, all of a sudden it’s not so important to have it done now. Seems their demands have changed somewhere in the length of the phone call. I’ve lost count how many times this has happened. You know, when a customer comes into the shop boiling over with excitement about finally getting their car fixed. Oh, they’ll talk to the receptionist about how they have been putting things off just to get the car into the shop today, how wonderful it will be to have it fixed, and how they already budgeted for the repair based on the estimate you gave them a few weeks ago. The smiles keep coming from the other side of the counter, up until they realize it really is going to take as long as you estimated to get the job done, but without warning, their entire attitude will change. Seems the on-demand was there, and the “in-demand” was in place, but now… everything is off. “Oh, I’ll have to wait until next month to get it done. I just remembered, I have some other pressing items to take care of first. Oh, don’t worry I’ll be back,” they tell me. It never fails, someone at the counter will demand to have their car looked at this very second, and then figures out that their plans need to be changed because of the length of time it would take to make the actual repair, or the fact you just can’t physically start on it right now. The outcome predictably is the same, with the same old line, “I’ll be back”. (I’ve learned not to hold my breath waiting for their return, or scratch a tentative date on the calendar). Whether it’s the, “I’ve got to talk to my wife first”, the “What time do you open?”, or the “I’ll absolutely be back tomorrow”, you know there’s not a stick of truth to their story whatsoever. I often wonder why they just can’t tell me straight out, “I’m sorry, but you’re too expensive”, or “I just can’t afford it, so I’ll have to pass”, or “You fix it now and if you can’t, I’ll take it somewhere else.” It would make things a lot easier to move on to the next paying project rather than assuming even a small percentage of these “I’ll be backs” will ever show up again. In all honesty, probably less than 1% of them ever return. I guess it’s just human nature to act this way. I suppose in some respects, it’s a much gentler way of getting oneself out of the jam you’re in. Perhaps they were hoping for some miracle from the automotive repair genie, and to be bestowed with some mystical repair with nothing more than a snap of the genie’s fingers. It’s no different when you ask the guy on the phone, “So, what’s the problem with the car?” and instead of just telling you the symptom they have to go into this long dissertation of everything they’ve just done to the car. Every part and bolt has to be explained in detail, and they will usually throw in names of any shops that referred them to you. However, by the time you get to the diagnostic charge their entire demand during the phone call has changed. Maybe they were just looking for free information, or some sort of good-old-boy bailing wire repair that I could explain over the phone. Obviously, the mechanic is in-demand. They called the right place, and they have a need for the service of a mechanic, but apparently not a very strong demand for professional service. Like any professional field, the cost of service is based on the amount of background knowledge, the years of service, and the equipment involved. However, there are more repair shops near you right now that are working on cars with absolutely no proper training or equipment. Basically, they’ll charge you less to get you in the door. This also means a lot of wasted time and money trying different cheap parts and fixes; no diagnostics, proper equipment, and certainly without proper training. Maybe this is why so much mistrust is in the world of auto repair. Some consumers have gone round-and-round at cheap parts stores and parts-slapper shops, without luck. Even though there is a demand for a true professional shop, there will still be a lingering doubt from the consumer whether or not this shop will be capable of doing any better than the last shop that just threw parts at it. Hey, nobody is perfect, and yes, I started out with very little training, but it wasn’t long before I figured out that if you want to get anywhere in this business, you have to get the training. So, my immediate demand was to get that training and become a true professional at my trade, and not another one of those parts changing mechanics. Of course, some consumers are still going to find those parts thrower shops, no matter the problem. You have to ask yourself, “How many poor decisions do I have to make before the professional mechanic is in-demand?” Well, that’s something you’ll have to decide for yourself. Eventually, cars will be too sophisticated for those fly-by-night guys or the DIY’r. Maybe, some of these consumers will start to take notice of how much demand there is for a well-trained technician. There will still be a few quirky ones out there who will bring their car in and demand that all the valve stems stay in alignment. That’s OK too. It’s not a perfect world out there, and you may still have to spend time explaining to people that some demands can never be met…no matter what. View full article