Gonzo

I call it "ropin' a steer" if that's what they want fine... As soon as I put the last bolt in, connect the last connector, I'm done. I call time, throw my hands in the air and I'm done. I don't even want to know if it worked or not... it's not my responsibility at that point. If it fails to do whatever it is it's supposed to do... to friggin bad. I tell them, "You can now take another guess, and I'll be happy to charge you to do that too." Usually gets them to allow me to diagnose it first.

Glance through some of my old post and stories and you'll find out that you're not the only one that deals with these situations. I find it better not to argue with these type of customers because you're not going to sway their opinion at all. Once they have made their mind up... it's over. All you can do is tell them that you appreciate their business and hope they continue to use your services. However, if you feel that my prices are to high then I'd try that other shop. 9 chances out of 10, they'll be back, mainly because they'll take the time to actually think about it and come to the realization that it's not the price as much as it is the quality of the service. Funny, these type of people won't ask their dentist or doctor for a cheaper rate. go figure. Service work will and always be judged by the consumer by the price and not by the service. People who want quality and expect it... don't price check.

The Best of the Best Overland Park Convention Center, Kansas City, Missouri is the place for the Vision HiTech training convention. I try to attend every year, take some classes, browse the expo, and meet up with some old friends. Classes range from Hybrid service, scope and scanner reading, diesel and gas engine drive-ability, to shop management. Some of the top instructors gather at this convention and put together some of the best classes I’ve ever attended. Whether it’s your first year or your 40th year in the repair business you’ll learn something new from attending the Vision HiTech convention. My first class was on hybrid battery servicing. Really great stuff, lots of insight on what is involved, the theory behind the technology, and how to properly recharge, discharge and tests each cell separately. Most of the classes were all day, the morning half was lecture and familiarization with the tools and specifications while the afternoon session is actual hands on. Exceptional information and instruction. I also sat in on a scope reading class, diesel diagnostics, and spent some time in the hybrid diagnostic class. Every one of them was top notch. Then, with time to spare, I made the rounds through the expo and talked with several vendors and suppliers. Lots of things to see, from tires to tools to demonstrations, there was something there for every form of automotive repair. Every aspect of the classes, seminars on future technology, luncheon speeches, live pod-casts, and “think tank” discussions panels was well received and attended. But, for me, not only was the expo, the seminars, the class instructors, and the various college level instructors from across the country that were impressive it was the guys and gals that swing the wrenches down in the service bays from across the country that were just as impressive. These are the guys and gals that have taken on this thankless job as a career. Sure, we all have those customers that really appreciate what it takes to do this job, but it’s sometimes hard for some people to comprehend the amount of ever changing knowledge a person has to retain to be a professional mechanic. Most of the time, the general public doesn’t have a clue as to what it takes to be a professional mechanic. These guys and gals do. This convention brings out the cream of the crop, and those individuals who are seeking to become a better technician as well. These are the individuals, shops, and service centers that want to do a better job for their customers. One thing is for sure, you don’t go to one of these conventions to learn to be a parts changer, this is the real deal, this is the type of convention you attend to become one of the best of the best. An email I received said it best. “I learned a lot at the convention and now I’m back at my job and have to deal with all of these not so educated guys from other repair shops all over again.” What I believe he meant to say was there are so many variations of the word “mechanic” out there that a lot of people just lump them all into one term... “Mechanic”. (It almost sounds like a four letter word to me when somebody is at the service counter and says, “My friend already told me what’s wrong, cause he’s a mechanic just like you.”) In my opinion, what they are really telling me is there “mechanic” either doesn’t have the tools to perform the necessary repair, or they have never taken any training on how to perform the repair. (Or they ran out of parts to swap.) These are the “mechanics” (there’s that four letter word again) that give the rest of the auto industry a bad name. Parts changers, guess-and-go repair shops, and the preverbal, “I had the codes checked at the parts store.” (Codes are NOT parts people!) For the guys and gals attending these training conventions it’s all about learning or updating their skills, not about changing parts. Don’t get me wrong, it doesn’t mean that if you didn’t attend you’re not one of the top notch mechanics out there, heck no... If you’re reading this then you obviously are thinking along the same lines as the guys and gals that had the opportunity to attend the convention, and I’ll bet you probably would have liked to have gone but for whatever reason you weren’t able to. I’m talking about those “mechanics” that don’t attend, don’t read the latest technical articles and procedures, don’t keep up with the technology and don’t want any part of learning up to date practices because they either think they already know everything or are to dang stubborn to think somebody might know more about it. (You’re never too old to learn something new.) The other part about attending conferences and conventions like Vision is the “meet and greet” side of things. Think about it, you’re at a convention where likeminded individuals are in attendance, you’re on common ground. They understand the daily grind, the diagnostic and tool issues, the grease and grime, and what it’s like to deal with every aspect of trying to make a living from the underside of a hood. Each and every one of them has a story to tell, and it wasn’t uncommon to see techs from different parts of the country get together at the nearest watering hole and swap their latest stories. When the evening came to a close, every one left with a new found respect for their trade, themselves, and the other attendees. So there’s a lot more going on at these conventions than classes and sales pitches at the expo. It’s a place for the best of the best to meet the rest of the best of the best. I’m never disappointed after spending a few hours with some of these guys and gals at these conventions, and I plan on continuing to do so. Until we reach a point in the far reaching future where all this car knowledge can be surgically implanted or is taken over by some weird futuristic robot control, attending a few classes to increase your knowledge is one sure way to keep up with the best of the best. View full article

chuckle, chuckle.... seen it, done it, dealt with it, been there... and... wrote about it. chuckle, chuckle. It never ever changes with customers and information. LOL

I was going to "rewrite" some of his quotes but after I started putting them down I didn't see the need in it. Still, there are times I say something so stupid that once I've said it I have to figure out how to fix it. It's times like that, that got me to thinking about writing this story. And, yes... I thought it was too funny myself. Ya can't fix stupid, and ya can't fix Yogi's quotes.... they are what they are.

What if Yogi was a Mechanic? For those who never took an interest in baseball, let me tell you about one of the greats. Lawrence Berra, better known as Yogi. He played almost his entire professional career (1946-1965) with the New York Yankees. After his playing years ended with the 1963 World Series, he was hired as the manager for the same team. Yogi was known for his uncanny way of covering the strike zone (as well as outside of it) with extreme reaches or golf club style swings for low balls. As a catcher he made running down those foul balls look easy. He even managed to have more home runs in one season than strike outs, which made him the go-to clutch hitter in a tight game. (Only 414 strike outs over his entire career of 7555 at bats.) Berra, may have been one of the most outstanding players of all times but what he’s most noted for is his mangled quotes, such as "It ain't over 'til it's over", while speaking to reporters. His reputation for obscure quotes didn’t go unnoticed by the great Yogi Berra himself, he once stated, "I really didn't say everything I said." For me, and I know I’m not alone on this one. There have been times I’ve blurted out the wrong answer or said something that just didn’t come out right to a customer. You know, you’d like to take it all back, but what you end up trying to do is correct your latest flub without making it any worse. Now with Yogi, well, it was his nature to say things that just didn’t seem to make sense. You sort of knew what he meant, even if it didn’t sound right at first. I sometimes wonder if he knew he flubbed a statement to a reporter and wishes he could have taken it all back. Most of the time, he would just throw out another off the cuff quote that would go down in baseball history with the rest of his jagged quotes of quotes. What if instead of career in professional baseball Yogi was an auto mechanic or repair shop owner? Can you imagine the quirky quotes that would have been possible? Here are a few actual quotes from Yogi that all you have to do is imagine him standing at the service counter telling a customer just how it is. Just add the word mechanic, automotive, wrench, or any other phrase that comes to mind that would fit in one of his famous quotes instead of being baseball related. I’m sure it’ll put a smile on your face. “You can observe a lot by watching” “The future ain't what it used to be” “If the world were perfect, it wouldn't be” “We made too many wrong mistakes.” “A nickel ain’t worth a dime anymore.” “If you don’t know where you’re going, you might end up some place else.” “Half the lies they tell about me aren’t true.” “90% of the game is half mental.” "I knew I was going to take the wrong train, so I left early." "If you can't imitate him, don't copy him." "You better cut the pizza in four pieces because I'm not hungry enough to eat six." "I take a two hour nap, from one o'clock to four." "I made a wrong mistake." "Why buy good luggage? You only use it when you travel." "Think! How the hell are you gonna think and hit at the same time?" "You've got to be very careful if you don't know where you're going, because you might not get there." "Nobody goes there anymore; it's too crowded." "It ain't the heat; it's the humility." "You should always go to other people's funerals; otherwise, they won't come to yours." "90% of the putts that are short don't go in." "Do you mean now?" – (When asked what time it was.) Yogi Berra's second claim to fame is by far for being one of the most quoted figures in the sports history, and there’s no doubt why. I suppose somewhere in the world of automotive there’s a Yogi Berra type individual with the same gift of gab. In the meantime since I don’t where that guy is Yogi will do as a great substitute. I even find myself slipping into a Yogi’ism when I least expect it. You know, the old foot in mouth syndrome when you’re trying to explain something to a customer and you get all tongue tied and what you wanted to say isn’t really what you said. Yea, I’ve been there… done that. I’m sure Yogi had a quote for a situation like that. Thankfully, there are no cameras and reporters around to record all my flubs and guffaws like old Yogi had to deal with. Me, I’ll just dust myself off and eat a little crow while I apologize and rethink how I’m going to properly say what I wanted to say. It’s not first time that I’ve had to back track something I’ve said, and I’m sure it won’t be last time either. Like Yogi said to a reporter after a game, "This is like deja vu all over again." Hopefully we can all laugh at our own flubs and take things in stride just like Yogi did. Cause ya know, “It ain’t over till it’s over.” View full article

It's a one sided story for sure. But, I would love to see more stories about the good things rather than the bad. Seems bad news makes headlines and not good deeds. It's a mixed up society we call the "press"

Good help is hard to find. Keeping good help is just as hard. The loss in your case is just that... a loss. Not much you can do about it. I could write story after story about the "help" but, I shy away from that because I don't want to see the general public taking an even dimmer view of our trade. This is something we as shop owners have to police from in-house. Hire right, do what's right for your business....even if that means you have to eat a few jobs. I have had to eat lots and lots of stuff over the years, and as long as there is somebody between me and the final consumer (ie...the tech) you've got to keep on your toes. The sloppy mechanic won't be the one taking the heat, they'll just quit, get fired or simply move on to another shop. Keep this guys name handy just in case he tries to use you as a reference. Tell the next shop owner the straight scoop. That way we'll all know what kind of character you let go. Sorry to hear stuff like this... but it is...what it is.

.... too funny

Its a wonder I haven't wrote about this subject years ago....

A lot of people base their "home diagnostics" on old ideas of how a car works. And, if they just so happen to have one of those cars where it takes several hours to remove the thermostat you can bet there's some hot tempers going to surface. Been there... dealt with it... so on and so on.

Frank, in the last decade or so, I'll bet I've only changed a couple of thermostats with actual failures. If I used a percentage of repairs per thermostat replacement... I'd say less than 2 percent actually needed a thermostat. That's 98 percent of the time their "guess" is wrong.

Cart Before The Horse The phone rings at the repair shop, “How much to change the thermostat in my car?” the caller asks. I can’t even begin to count how many times someone has called me and asked about the labor costs on a particular job. There are a few questions I’d like to ask before spouting out a number, but I usually hold those thoughts back a bit just to see where all this is leading too. My questions are: 1. Are you comparing a price from what the last shop quoted you? 2. Are you looking for a cheaper repair? 3. Are you just curious, or is calling repair shops for labor prices a recreational hobby of yours? 4. Are you guessing at what it needs, and the actual problem this car is having has never been properly diagnosed? Nine chances out of ten, it’s number 4. This creates an even bigger problem for the repair shop. Now the question is should the repair shop give the quote as asked, or find out what the symptoms are and diagnose accordingly? I’ve tried various different ways of handling these situations. None of which are a perfect answer. Sometimes I just look up the quote and move on, and sometimes I’ll ask if it has been previously tested by a qualified repair person. Sometimes, I’ve even asked, “What were you quoted before?” Each and every response I give generally tests my fortitude. What seems to be the norm is not if you’re qualified to perform the repair or have the right equipment to actually make the repair, but are you cheaper than the last guy who quoted the price. As far as getting to the real issue of what is wrong vs. taking that “swag” (Scientific Wild Ass Guess) approach, they seem to prefer their own diagnostic abilities. This only leads to more confusion, frustration, and disbelief in the auto repair person or shop when you question the reason for the quote. It seems for some of these callers, their diagnostics consists of asking around, checking the internet, or asking a friend who’s a “mechanic” (we all know that guy) what is wrong with their car. They would rather take the word of someone who is not familiar with the car or the related problems, and change parts that probably don’t need changed rather than pay for any diagnostic time to find out what’s really wrong. But, you know after leaving the repair shop that provided them with the lowest bid for the repair… and their car still isn’t functioning the way they perceived it should, they almost always come up with their own conclusion (Again)... “Mechanics are all rip offs, and they don’t know what they’re doing.” Self-diagnosing doesn’t work with the medical field, nor does it work in the automotive field. Sure, you might get it right once in a while, but the majority of the time the self-inflicted diagnosis is way off base. The big issue at the repair shop is how to get past this false diagnostics and get to the real problem, without having a major melt down of the customer/technician relationship. The other day it was a father who came into the shop asking for prices on replacing a ball joint and shocks on his son’s truck. It didn’t seem too farfetched of a question based on the type of truck, the age, and the mileage. So, I shot him a few prices for the labor, which he then told me he would supply the parts himself (dad works for a parts supplier) . Fair enough, even though I would have liked to have known that before I priced out the job. But, no big deal, I still haven’t seen the truck, so all bets are off as to whether or not this is going to happen. A few days later, just before closing, the phone rang and it’s the son calling about his truck. It turns out he doesn’t really know what his truck needs, and he’s been doing his own price shopping. He told me another shop quoted him a cheaper price than what I gave him, so he wants to know if I would lower my original estimate. Seriously, you want me to lower my labor costs based on the fact that - 1 - you don’t even know what’s really wrong with the truck, and - 2 - somebody quoted you lower prices? Let’s just say, I wasn’t all that hospitable. I told him it would be advisable to have it checked out first, then get estimates on what really needs done. After you know what work really needs done, then you can start your price shopping again. I told him the way he’s going about it I might as well give him estimates for every type of repair I can think of that I’ve ever done on that type of truck, and then let him pick which ones his wallet can handle. Because, it’s not worth it for me to play “his price vs. my price” without knowing what in the world actually needs done. Needless to say, I still haven’t seen the truck. Putting the cart before the horse just doesn’t work in this day and age in the automotive world. To ask for a price quote is one thing, but to think your guess is correct is about as good as following the so called labor “guide” as the absolute answer to the cost of repairs. Here’s the deal, thinking that all it could be is a bad thermostat, and asking for a quote on replacing it just because there’s no heat in the car is as foolish a way of diagnosing a problem as putting on a blindfold and throwing a dart at a wall expecting to hit the right answer. There are so many different possible failures that can cause no heat in the passenger compartment that it’s absolutely idiotic to lump it all into a stuck open thermostat without having it tested first. The same thing applies with just about any other automotive repair these days. Aside from going out to the car one morning and finding a flat tire most everything else about the modern automobile requires some sort of evaluation, and not a mere guess or a peek under the hood. I wonder if back in the day of horse and buggies whether or not the local blacksmith had these same issues to deal with. Even then, if the cart made it to the repair shop before the horse I’m sure some novice would have their own “swag” as to why it happened. Times have changed, the buggies have changed... but some people still put the proverbial cart before the horse. View full article

Aging gracefully is an art. When my time comes I'd like to think I'll go quietly, peacefully in my sleep.... not like the screaming passengers in the car.

http://www.king5.com/home/Car-shop-folds-leaving-vehicles-in-tow-247400191.html

I get those red Cintas rags myself. I use them mainly for heavy, thick grease stuff, but for the occasional drip on a car I use white hospital terry cloth towels. I've got a customer who will drop off a bag or two of white hospital towels. They are "out of service" towels that have been washed, folded and set for pickup by anybody who wants them. Some hotels do this too. There's also a few sources at some dry cleaners. (They wash this stuff for a lot of the hotels who don't have their own laundry service.) Just a thought... look into it when ya got a chance. I've got these towels everywhere, and .... if they get nasty... I toss them.

Good stuff Joe.

Sure do. From tiger in your tank to the winged horse ... Wish they advertised like that again.

I pumped gas at an Esso station. I helped changed the signs to Exxon. That sure was a long time ago.