Gonzo

I work with a lot of bodyshops and go through the same thing all the time. The insurance company's reaction sometimes is quirky at best. But, I use the same line you use Joe, "Your insurance customer became my customer the minute they walked through the door. Unless the customer wants to go somewhere else for repairs, it looks like you (the insurance company) are the only one causing a problem here." Side note.... extended warranty companies. GrrrrrrRRRR.... enough said there.

Somebody needs to explain a wrench to Frank... LOL

Point well made Jeff. The "point" is... certificates don't make you a good mechanic... there's bad doctors, lawyers, dentists...etc... certificates and the mastering of this trade has its limitations. Every jerk has a wrench, but not all wrenchers are jerks. Some are, with or without a certificate. Thanks for the comments. The goal of most of my stories is to bring out the comments and the involvement from techs across the country. Being involved is what can make the difference in the future. You're ideas are good ones and the passion for your trade shows in your post.

Here's a good one. I got an email from a tech, who tells me he's a really good tech and that having some piece of paper doesn't make him a better tech. That all his experience means he qualifies himself as a great tech. The guy actual works at a non certified shop and he even told me, "We don't need a scanner to fix cars here." He read this story and completely missed the point. The point is... certifications are not only a source of pride and a way to let yourself know you "know" your stuff... but it's a way to show others. You might as well told me you were an astronaut because you stayed at a Holiday Inn once.

UPDATE ON GIZMO Last night the wife had him out in the front yard to do his business. He hopped to one side... and... snapped the other front leg in the exact same place as the other front leg. The vet isn't sure until some tests come back but, he thinks it's a genetic bone structure problem. With his age and weight the deciding factor why it has shown up now. The little guy is back on meds, pain killers and all. Now he can neither stand up, walk, or roll over. What a way to spend my weekend. Another vet bill of course. fun fun fun!

Great comments guys... awesome. And I agree with everyone of them. Our jobs, our careers, our livelyhood has changed dramatically from the time our grandfathers were mechanics. I'm really surprised that more thought hasn't gone into making certification mandatory. As far as the shop that hires one guy in who is certified in ... lets say... parts counterman or some other "non-related' certification to the job they are doing at that paticular shop. Is just plain incompetence. It really comes down to more education at the customer level. They need to know they can ask if you're certified in brakes if your working at a brake shop. I've never had anyone ask me what I was certified in... they just assume you're "certified" because you've got the blue seal. So to make things easier for them I went as far as posting my score sheets on the wall in the office. Thanks again... more stories coming... keep reading, keep commenting... and don't forget to leave a comment at the magazine websites if you see one of my articles. It always helps. Thanx again. Gonzo ASE CMAT

Thanks Gary, I did the same thing as you did. I only did what I had to do, thinking ASE certs. was a waste of time. What I've found out is that it's NOT... when it comes to other techs and customers. Having that Master Tech placard attached to my name is an accomplishment, but I do believe it does carry more weight with everyone else I deal with on a day to day basis.

Jack of all Trades It pays to be a jack of all trades when you're a homeowner, and it doesn't hurt to have a little knowledge about the family transportation either. I'm pretty handy around the house myself, so in a way I guess I'm sort of a jack of all trades too, but I definitely wouldn't call myself an expert. I know my limitations, and when it's time to call in the pros, I will. When I'm on the other side of the wrench I'm the professional, and I see a lot of those home brewed repairs come into the shop every day. But it's not just the DIY'rs that can be a problem. The same thing holds true when it comes to the sub-standard repair shops and their so called "mechanics". The ones who don't keep up with the technology, but are working on today's cars without any scanners, scopes, or proper information. Drive by and you'll see the same cars in the same spots in front of their shops for weeks at a time. Of course, I don't really know the circumstances of why so many cars are left at the front door, but to me, that frontage real-estate is too valuable to be used as a parking lot for cars that aren't making me a living. Ask around to the locals in the area, and you'll find most of them won't take their cars there. I call these shops the true "jack of no trades", they're your typical kind of repair shop that's pretty handy at banging something apart and figuring out how it works, without any training or reading a tech manual. I'll bet if you took them your toaster and the Buick, chances are they'll eventually have them both repaired… eventually… if you can wait that long. For the most part, these guys can get by for quite some time, but sooner or later they'll have to give up on the car and find somebody who knows something about that particular type of problem. When the phone rings and it's a shop I've never heard of with a technical question for me, it doesn't take long to determine what kind of repair shop they really are. Listening to how they explain the problem or how they tested for the problem gives me enough clues to their abilities. "I've got one I'm sending your way. I think it needs a new starter, but it's one of those "Northstar" engines, and I don't have the tools to get to the starter," one of those bright tool jockeys tells me. In some ways, I guess there has to be these types of shops out there. Where else would that type of car owner go who is only looking for cheap parts, cheap labor, and cheap results? (The car in question did make it to my shop… the motor was locked up… needed more than a starter.) Risking today's modern car issues to a shop like this is just asking for trouble. With the amount of advanced electronics and tight engine tolerances even changing the oil can lead to major problems. Not to mention swapping parts without prior knowledge of what it may involve as far as reprogramming or security issues. I find it hard to comprehend how the general public believes all technicians are created equal. In some quirky way I really believe they think that. It's the only way I can make any sense as to why saving a buck or two on repairs for the trusted family vehicle is left to some low-life repair shop. The other day a lady called the shop with exactly this type of situation. Seems her Cadillac won't shut off once it's started. One shop put in a new computer, one shop tried a new starter, and another put in a new battery. But, the engine still won't shut off. The last guy tells her he can't find it, and shows her a fuse she can pull that would shut off the engine. She goes on to tell me, "I had my car at several shops, and they tried everything they can think of, but it still hasn't fixed my car. I'm out of money, so I need to know what you'll charge me to fix it, before I bring it in." I might as well try to guess what's inside an unlabeled can from the supermarket. "How about we run some tests on it first to find the cause of the problem," I told her. No dice... testing is not what she wanted to pay for. (To many people still think you fix cars by the amount of dollars and that any problem can be estimated over the phone. It's all that matters to them and they see no reason to pay for your diagnostic time.) Then you have the so called family "jack of all trades". He's the most dangerous one of them all. He'll take 6 months or more to change a head gasket or something. Then when the owner does get their car back… it still isn't right. Now the owner doesn't want to upset the family, so they usually won't say anything, they'll just bring it in and have me diagnose it. When I finally get a chance to examine it, I find they failed to replace the original head bolts with the ones that came in the gasket set. "I didn't change them because the original ones looked good enough to reuse," the family mechanic will tell me. Once I straighten out (teach) the so called "family jack of all trades" on what stretch bolts are all about the car ends up going back with the same guy for another six months just because "he's family... and he'll take care of it". After years of seeing the same thing happen over and over again, I really think there should be a way to separate the good from the bad "jacks". I know a lot of great techs out there, but I know a lot more I wouldn't let near my screwdriver drawer. Certification is a step in the right direction. It's a way to give the customer, techs, and other businesses an idea of what kind of person is behind the wrench. Some guys don't want to have the intrusion or some badge on their arm just to prove they understand the complexities of their job. Let me set the record straight. Certification tests are not for the one in a million guy who knows "everything", nor are the tests set up for the beginner to pass. These tests are designed for the knowledgeable tech with reasonable experience in the field. They're not for the socket jockey who fixes everything by smacking it with a 3lb. sledge. I look at it this way: this arm patch I have that says Automotive Master Technician isn't for me… it's for that lady with the locked up Northstar; it's for that shade tree guy who fixes all the relatives cars and the shop down the street that needed some help. That blue seal outside my door doesn't change my abilities at all, but it does let the customer know they are dealing with a professional. Some techs may say that certification isn't the answer; some will say it's not necessary. That's an opinion this jack of all trades can answer with… "Well, at least I can prove I'm the master of one." This story was brought about after some long discussion with other techs and shops. Some like the idea of a certified repair shop others thought it was not important. I've wrote about this subject many times in the past, but this is the first time I've tried to make one article totally regarding certifications. View full article

There's no place like the repair shop, there's no place like the repair shop..... Too funny Richard... I'd have to agree with ya

Too Freakin funny Gary.... it's the same thing everywhere ya go. I'm glad I've got the chance to tell the stories of what it's really like in the automotive trade. Where's my ruby slippers at??? I'm gonna click my heels three times and see what happens. Thanks for the comments. Ya put a smile on my face from ear to ear.... caboose... too funny.

I'm laughing to much to type.... LOLLLLL Ain't it something...?? My wife, and my daughter insisted that I finish this story and put it out there for everyone to read. Because THEY KNEW... I was the ONLY one who mumbles stuff under my breath and KNEW that nobody would make the connection between the characters in the story and real life. My answer to the wife... HA! Proved ya wrong. There's enough broom stick riding, flyin' monkey wrench wackos out there to keep me writing about them for a long long time. Glad ya liked the story... this was a fun one to put together. (It really takes some thought to make it funny, entertaining, and enjoyable to read) Thanx again guys... ya made my day.

I blame the whole thing on Toto....

The Man Behind the Curtain Here in my fantasy land, my daughter Katie is the gate keeper to the Emerald City. One of her main tasks is sorting out the cars for repair by type, length of time needed, or condition. My job is to play the part of the all-knowing, all-seeing, all-understanding wizard. I try to keep the flying monkey wrenches from pulling the stuffing out of everything, while still maintaining an even temperament throughout my busy day. But then there are those travelers on that yellow brick road that leave me puzzled, sometimes shocked at what they are telling me. These are the ones I let her handle; especially on those days when I’m already in a bad mood because my crystal ball isn’t working. “Yes, I’m having a problem with my car,” The customer tells Katie at the front desk, “the last mechanic said my air filter caused my radio and door locks to short out.” Sitting at my desk just out of sight, I’m listening to this fable. By now Katie can hear my pen rhythmically start clicking; which she already knows is a sign we have another traveler from the yellow brick road. As the story unfolds I’ll start to grumble or throw in a few timely grunts or coughs all while maintaining my position behind the curtain. My daughters (and my wife) have been around my wizardry far too long. If I’m having one of those days, and somebody comes in with a fable like this one… the best thing to do is take care of it in the front office without getting me involved. They’ll all agree, “Just leave him be, he’ll be fine back there behind the curtain fixing the cars, pulling those levers and stuff. Just leave him be, he’ll make some fire, flame, and smoke belch out from around the corner, but he’s actually harmless.” Katie answers the customers concerns, “Honestly, I may not be the technician here… but, I think I can answer this one for you… I seriously doubt that could happen. However, if you can give me some more details on what the actual problem is, I can relay that message to him.” “Can I just talk to him myself?” the customer will ask. “Let me do you a big favor,” Katie pleads with them, “I don’t think you want to bother him with that kind of question. He’s already in a grouchy mood today, and I think you better leave the asking part to me. He’ll fix it, but believe me when I tell you… pay no attention to the man behind the curtain. He can be a little on the grouchy side sometimes, and if you ask him a question like that you may not like his answer.” Yea, that’s right, I might just be in a grouchy mood, or… it could be that stupid sounding question that set me off… whatever it is, I would take Katie’s advice and let her handle it. I know I’m not the only shop owner/technician who deals with this kind of thing. Whether your mood starts off from a bad cup of morning coffee or the hundreds other things on your mind, or the half dozen car problems you need to sort out with only a certain amount of time to do them all in. Sooner or later your patience can start to wear thin. Even on those days I try to accommodate as many people as I can, as quickly as I can, but it never fails someone is going to come in and ask some question that you don’t need to be a wizard of the automotive world to answer. “I need all my spark plugs removed. I read somewhere that spark plugs burn gasoline, so leaving them out will get me better gas mileage,” this genius from the land of OZ tells me. Cars must really be some sort of fantasy for some people. That or they’re a few bricks shy a full load. On days like this, seriously, just let me deal with the cars, and let the front office deal with these fantasy land questions. It just boggles my mind how many people are out there flying around on their brooms without a clue how they actually work. My wife calls running the front office; “Damage control”, she’s pretty sure if it was left up to me the only work I would have is the ones that were dropped off at the gates to the city or the front door with a note and a spare key. If they manage to get past the gate keeper, they now have to be ready to deal with the smoke and flames spewing from that big head I seem to have (according to my wife). They’ll try to reword the same questions they just tried in the front office (that didn’t get anywhere) in different ways, just in case I might change the answer. By the time I’ve heard these fables in their third or fourth variation, I’ve had about all I can stand. (More flames and more smoke start emanating from that big fat head again.) Needless to say, I’m probably my own worst enemy when it comes to things like this. Although, my wife and my daughters will tell you, “He might strike you at first, like a mean old grizzly bear, especially if you ask him something stupid. But deep down he’s just a big old teddy bear. He’s got a heart of gold, the courage of a lion, and pretty darn smart to top it off. Ya just don’t want to rile him up when he is in one of those moods.” I got to admit, there’s no lollypop tree in my backyard. There’s no sugar coating my answers around here, and clicking your heels three times isn’t going to fix the car at all. Magic only works in fairy tales, good diagnostics starts with the proper information. So for all those shop owners, technician, bodyman, etc… out there who have a tendency to roll your eyes when somebody asks that ultra-dumb question… you’re not alone. Fantasy or not, there’s a whole lot of us wizards out there who probably should stay behind the curtain a little more often and let the front office sort out those horses of a different color ……………………………… including me. I know I'm not the only shop owner or tech out there that runs into these type of customers. Luckily, my gals in the front office help soften the wackiness by the time I get the work order. But... there are those days... oh man... I really just want to get in my big hot air balloon and leaves these idiots deal with their own strange problems. (just kiddin' of course) Nothing like sharing our good and bad days with each other... we all have them. View full article

Sounds like everyone had a great time.

If I could pull that shot off and while under that much pressure I wouldn't be fixing cars for a living. LOL

That's pretty much the whole point of this article. The "trust" is a two way street. Intermittent problems is one thing, failure to explain the problem correctly is another. Since the car was in no condition to take the owner for a ride to describe the problem the whole testing and evaluations were based on "He said" and I had to trust the customers explanation. Oops...my bad... should've known better. As usual, most first time customers are not likely to tell you everything, and even more likely not to tell you every detial if they have already been to another shop. They don't want to have to stand there and explain the whole thing over and over again. For some reason I think... they think all techs talk the same language... Wrong! I can't trust the last techs answers and diagnostics if he didn't fix the problem. Chances are it would only lead to a wild goose chase and never solve the problem anyway. I can't trust their judgement and I sure don't trust the last techs answers. It's back to the infamous line, "I don't know who to trust" a two sided problem for sure.

Trust It’s an important word; it’s one I hear a lot behind the counter at the repair shop. “I know you’ll treat me right, because I trust what you do.” Seems to be a common “comfort” word tossed around when people talk about different types of service work. I’ve always wondered how deep that level of comfort goes when it comes to solving unusual automotive problems, or when there is a communication breakdown. There’s also a level of trust the service provider has to gain too, keep in mind that trust goes both ways. A new customer comes in the shop for some repair. They’ve been sent to the repair shop by someone they trust, such as a friend or another repair shop. This friend or repair shop has enough “trust” in my abilities, so they have no problem referring this new customer to me. But, there is still the trust that has to be built up with the new customer, and can the two of us communicate to a degree that we can get to the bottom of the trouble without any miss-communication? This time it’s a 1985 Nissan 300z with more problems than you can shake a stick shift at. Not in the greatest condition, but for the most part it was all there. Some are cosmetic and not that serious, while some things need attention right now. “I replaced a fuseable link with a piece of regular wire, and it will only run for about 5 minutes, and then the engine quits. Also, my wife moved the seat forward, and now it doesn’t move at all. So I need you to find out what’s wrong,” the 300z owner tells me. I had a few questions to ask them of course, did the seat quit after, or before the fuse link blew? How do you start it once it dies? Do you have to jump it? Does it start right back up? Are there any other signs that the engine is about to die, like gauges, lights, or any rough running? All of which was described in enough detail that I “trusted” I was getting the right answers to form a hypothesis of what was going on. The owner informed me the fuse link blew after the seat was moved, and the engine started acting up after he changed the fuse link. It sounded like a poorly fitting fuse link at this point. The next thing to do was to verify all of the information with a thorough examination of the car and the wiring diagrams. It all seemed to match the story. By the next morning I had an estimate on the needed repairs and I got the job approved. First off… replace the non-fuse link wire with a proper one. The seat, well that was another issue. All the wires under the seat were green and rotted apart. The main positive lead was completely mangled and showed signs that it had arced across the bracket that originally held the wiring harness. One look over head explained all of the green gunk on the wires. It’s a T-top car, being an 85 model there’s no doubt that at one time or another the tops could have been off during a rain storm. I replaced the fuseable link, and then removed the seat (not so easy since the seat doesn’t move and access to the bolts can be difficult). While I’m repairing the seat I might as well tackle the “run for 5 minutes and then stall” problem. The car ran perfectly for over two hours, while I repaired the leads to the seat and checked out the rest of the car. The only thing I saw that was a problem was the radiator cap had a cracked gasket, and as soon as the car warmed up the coolant started to leak out of the cap. Easy fix, just replace the cap. All said and done… the car ran beautifully. I took it around the block a couple of times and didn’t find anything else serious enough to be concerned with. Oh, there’s more to do… but, it all can wait for a later date. I called the customer and told them I was done with it, and they could pick it up anytime they’d like. Now, it’s no surprise to me that a 25+ year old car is going to have more problems. It’s not a new car, and with the experiences that I’ve had on these Z cars in the past I made sure the customer understood it as well. The owner picked the car up the next day, and told me he had just bought the car for his wife. He also told me how much he appreciated the work I’ve done, but was concerned there was probably some major short (electrically) in the car that caused everything from the radiator cap to crack, to the seat stop working. About now, my “trust” of this guy’s original explanations of the problem is getting pretty thin. The more I tried to explain the two problems were not related the less “trust” he had in me… he “knew” it was a short. (Trust me… this guy didn’t have all four wheels on the ground.) Usually when a customer starts to self-diagnose things a certain lack of trust starts to develop between the mechanic and the owner. This was no different. The next day I get a call from the wife. After driving a few miles the car died, then restarted, died, and restarted again. The original problem, the money they already spent, and the now “revised” problem was the topic of discussion. “I don’t know who to trust… I think I need to find another mechanic who can find out what’s wrong with my car, or maybe I’m just going to sell it. Which do you think I should do?” You know, there’s a part of me that wants to tell him where to put this car, but then the sensible part of me says, “Bring it in, and I’ll look at “that” problem, and trust me… I can solve it now that I know the real issue.” Several weeks later, they brought the car back, and a new fuel pump and filter took care of the problem. Saying the wrong thing or being descriptive in the wrong way only leads to more confusion when it comes to car repair. (From both sides of the counter) There are so many factors in a car that can cause a problem and not being up front with the explanation only makes things worse. I’ve changed my approach at the counter now. I don’t ask them, “So, what’s wrong with the car?” Instead, I ask them, “How did you arrive at the conclusion there’s something wrong? Was it after you drove the car? Was it after something was done to the car? Is it because something doesn’t work? What’s not functioning like it’s supposed to?” You’ll have to trust me on this one; it works a lot better than just asking, “What’s wrong?” There are times in this crazy world of automotive repair that you neither win or lose. Trust has a lot to do with it. When the customer doesn't trust you... you're done. When you don't trust the customer, well, the mechanic may have a tougher time solving the problem and getting paid for the work. Keep those comments coming, always love to hear from everyone. Gonzo View full article

Gizmo is in his travel cage with a big juicy bone from the butcher. I'm pretty sure he's not even concerned about his broken leg. Another 7 weeks of prison for him. Poor guy. He's a real friendly dog, except for when he is around other male dogs... then he wants to let everyone know he's the top dog. Dumb mistake this time...LOL Thanks for asking and as always thanks for the comments. I'll have to admit it's a little different type of article... but you know... in some weird way... it works.

Dog Gone It! We had a little mishap at our house the other day. Our 7 year old Corgi named Gizmo got into a tussle with one of the other dogs, and broke his leg in the process. So much for my evening of relaxing; we’ve got to make a trip to the vet… ASAP! The only place close that was open was a large (as in barn yard) animal 24 hour emergency clinic. We’ve never been to this one, and didn’t know quite what to expect. But, we didn’t have much of a choice at the time. The vet took Gizmo in for some x-rays. The vet was back with the pup in just a few minutes, and showed us the x-ray. From the looks of the film you couldn’t see a break. The vet said it might be, but couldn’t tell for sure. She suggested cage rest for a week or two, and see how he feels then. So we paid the bill, packed up our pup along with a few pain meds for his discomfort and headed back home. The next day I was still pretty worried about the little guy… something told me that vet didn’t look hard enough. I texted the wife on the way home and told her, “If he isn’t looking any better… I say we get a second opinion.” She agreed with me, and made a phone call to the breeder we got him from and asked them what we should do. By the time I pulled into the garage, she had the pup ready for a road trip to another vet, this time to one that was recommended. When we got there I explained the whole thing to the new vet. This time the vet felt around the leg and said, “I think you’re right… I think it’s broken too.” The vet picked the little pooch up, and went back to take the x rays. It seemed to take forever compared to the first vet, but eventually she came out with the x rays and gave us the results. Sure enough… it’s broken. Now it’s time for some splints and a visit with the surgeon to see if it will need pinned back together, or whether or not splints will do the job. As of now, poor little Gizmo is on meds, and complete cage convalescence. No running, walking, jumping and limited standing. He’s supposed to be on complete non-mobility status for 8 weeks. Then the cast comes off and re-evaluated. Generally, I don’t write about personal family issues, but this time I saw something in this story that reminded me so much of the activity at the repair shop, so I had to make the comparison. First off, the original vet made a hasty decision without a complete diagnostics, (In my opinion) which led to seeking out another doctor. Now the second vet was not only more through with the evaluation, but was also a highly recommended referral. Gee, that sounds just like what goes on at the shop. There’s one thing I’d like to point out about this whole endeavor with little Gizmo and the first vet. I didn’t try to cross examine the doctor who said it wasn’t broken. I never asked for my money back, nor raised my voice in contempt. I paid the bill and got out of there. The only thing I lost was a little time and money; the vet on the other hand lost a future customer. Each of these vets did what they thought needed to be done. Each of them arrived at a conclusion based on what they saw in their diagnosis. However, as the “owner” it’s still my judgment call. Because ultimately… I am the one who makes the decision on what repairs are going to be done. Here’s something to think about: Did you ever notice when you’re in the doctor’s office there are all these plaques with diplomas, certificates of achievement, board certifications, and all kinds of awards? It’s a way for the doctor to introduce themselves before they even come into the room. As technicians we should be doing the same thing. I used to tell this little riddle: what do you call a guy who barely passed his medical exams, and came in last during his internships, but squeezed by with a passing grade? A “Doctor”. But, at least he had to be graded by his peers, evaluated by a board of experts, and was tested over and over again to make sure he knew what he was doing. Not so in the automotive world. There is no board of experts that evaluate you or grade your performance. With the industry changing so rapidly and the technician’s skills changing as well, it won’t be long before more training won’t be optional, it will be mandatory in order to stay up with the technology. Taking a page from the vet’s office I’ve started hanging all of my certificates up in the front office for all my customers to see. I think a lot of customers would like to see the achievements of their mechanic proudly displayed on the wall too. It might ease some tension that’s sometimes there when it comes to car repairs. Just like a doctor, all the schooling in the world won’t make you a good doctor… experience and talent will. There is no better job training than experience, however it takes a lot of hard knocks and days under the hood to gain that experience. With the number of technical colleges, training facilities, and training conventions, there are numerous ways of bringing the new and old technicians up to speed much faster than the old “learn as you go” method of old. I, for one would like to see even more training and classes made available in the future. I may not be a vet… I don’t set broken bones on little Corgis named Gizmo. I’m like a lot of guys and gals out there in the automotive world… I fix broken cars… I’m a certified, trained, and experienced mechanic/technician and … Dog Gone It! … a pretty darn good one. After a day at the repair shop I spend my evening hours working on my columns while still trying to maintain all the household chores that need done. I never know which story or what topic the editors want to use to fill their pages. That's why I try to come up with a different subject line each week. Your input helps decide which ones I try to push for publication. So... the more you tell me about it, the more likely it will go into my column. You get to see them first even before the editors do. So keep those comments coming, always enjoy them. Gonzo View full article