Gonzo

Said like true professionals. Ya that right! !

By The Way --- While it's here… I'm almost done filling out the new work order for Gus. All I have to do is log the job into the computer. He's in for a routine front brake pad replacement, nothing all that complicated. Gus is in a rather happy mood. I always wonder about people who come to a repair shop… "Happy"… there's something up. Most people are glad to see me… but, not "Happy" unless they are trying to butter me up for something else. Then he asks, "So while it's in the shop could you look at my radio for me, also could ya check the right headlight, it's a little dimmer than the other side. Oh, and by the way, could you look at the wipers, they sometimes don't come on… and could you take a look at the power seat… can't seem to get it to move any more., and since you have it on the lift could you check the driveshaft... been getting a lot of vibration lately. I'm also having a problem with gas mileage too; wouldn't hurt to pull a plug or put it on one of those fancy machines you've got. Shouldn't take long, you know… since it's here and all." As it seems to be the norm, these requests are for something that isn't even remotely associated with the original work order. It just so happens to be something he thought about while he was standing there. Not that he's overly concerned about having any these other issues repaired. More than likely he's trying to save a buck on repair cost by bundling things together. I tend to look at it as; "if" these other somewhat minor problems were a real issue old Gus would have made arrangements to bring it in a long time ago. The problem I have with these "by-the-ways" is each of these systems can be extremely involved and not just a "look-at". These days there are so many interconnected computer devices incorporated with just about everything under the hood or dash that a "by-the-way" can eat up a lot of labor time. Time is money, and being in private business as long as I have there's one thing that gets tighter than time itself... and that's money. I might be able to run a quick scan for a trouble code or take a quick glance at the operation of a power seat or wipers and even in some cases be able to check the overall operational controls with a scanner but the actual diagnostics for a lot of systems may take some time or even more in-depth testing than a mere "look" could even begin to cover. I looked up at Gus and said, "Not a problem, I can look at all this stuff but just to let you know there might be some extra costs involved to get it diagnosed." As usual that gets the "by-the-ways" scribbled off the work order pretty quickly. I don't want to be mean or non-caring… but, I provide a service… this is a service oriented business. Charging a fee is how I pay for all these tools and equipment and how I keep the shop doors open. Oh sure, I sell the parts too, but Gus didn't come here to buy parts. He came to the service counter. Now I might be going out on a limb with this explanation… but I think… he came for service. Now were talking! … That's what I do… I sell service. So when Gus asks me to "look" at something what he's really asking me for… is service. Oh, and "by-the-way" that's my job. It's not the cars that worry me so much when it comes to performing the repairs. I can attend classes, watch instructional videos, take tests and basically get educated on how to perform those services needed. But, who's educating the consumer on what the cost, time, and expertise needed to do repairs on today's conglomerations of rubber, glass, plastic, wire, metal, and computers that roll down the highway. The days of having good old Uncle Hank pop the hood in the driveway and take care of something are all but a distant memory. Sure they still try… and in some cases it might even be possible. Then again, I've seen enough bailing wire strapped engine parts, spray can painted body panels, duct taped and garbage bag covered windows that I don't need any more help from the peanut gallery… honestly… take it to a professional. Let's face it, most people shop for a car based on its MPG, performance, comfort or the bells and whistles the manufacturer provides for that particular model. They'll make their payments, keep it gassed up, change the oil and do what needs to be done when it needs done. Then the car gets a few miles on it, a couple of parking lot scraps, a few rock chips, a little oil leak, then a warning light or two… and by the time it really needs some serious work done those "by-the-ways" start adding up. I suppose with all the sci-fi TV shows and computer savvy people out there they believe there is some magical machine that I can attach to their car and everything will be answered in one swift click of computer key. As a friend of mine puts it, "On the first page of most diagnostic charts it shows "Required tools or tools needed to perform this repair". I don't recall ever seeing a gadget listed that says it will tell you how to solve this problem, and that problem there, and that problem over there, and that little bitty problem over there. Oh, and by the way… that problem right there. It still takes a tech to physically tackle the problems. This is one of those things about the automotive repair business that is just a myth that I'm sure Gus thinks is reality. In most cases the myths, wives tales, hearsay, or whatever you want to call them, are the norm for the novice consumer. So educating the customer on what it takes to repair things right, do the job correctly is just as important as the continued training in the field of automotive repair. I guess the way some people see it, adding additional work to a job can't be that big of a deal. By the way, from my side of the counter… it can be. Just another day in the life of the auto repair biz. Nothing surprises me anymore... but, people think they are the first to ever try stuff like this. Sorry, it might be the first time for them... but it sure ain't the first time for me. Leave a comment and let me know what you think of the story. Not all make it to print... but most do. Look for my column in the automotive trade magazines you get at your shop. Don't forget to leave a comment on their websites too. Every bit helps. Thanx... Gonzo View full article

Ironic humor... it never gets old, and the sad part... it hardly ever changes. There's always more....

Thanks for sharing Joe, really sorry to hear about your family's loss due to cancer. Hopefully, my buddy Bo makes it thru. I've been writing for a number of years and the one thing I still don't know is which article will be in next months column. These "heart felt" stories are published a lot of times. So I try to make sure each month there are a few stories for the editors to pick from. Watch the trade magazines for my columns... you'll see one of the many articles I put here (first) in publication. This could be the next one.

I've been at the "shop ownership" for quite some time and I'll have to admit I've made more than a few mistakes. I believe you have to make a decision once you decide to open your own shop. Do you want to be in business for yourself and be your own boss AND be the main mechanic??... then staying small is the answer( or relatively small). If you would like to run the business, be your own boss, and use your knowledge and expertise to increase your capital while providing a service for the community and more jobs for more techs... then bigger works well. It's a choice you have to make. It's not for everyone, and as all the other comments have said... it ain't easy..if it was everybody would be doing it. Stick around... ASO has a lot to offer. Keep in touch. Glad ya found us. Gonzo

Diagnosing a Cancer One of my good friends, who is also a really super diagnostic tech is in the midst of dealing with a diagnostic problem of his very own. He was recently diagnosed with cancer. Not a problem anyone one of us would like to deal with. It started out as a small discomfort and then a nagging pain, which eventually became too much to bear without medical intervention. I'm not going to go into what kind of cancer it is; I probably couldn't pronounce it, or even know how to spell it correctly anyway. It's at least a type that is curable with some degree of recovery. Bo is his name, a really thoughtful, caring, and quite intelligent guy, who for the most part has seen his share of life's ups and downs. Throughout it all, automotive repair, and his family have always been a part of the mix. It just seems unfair for such a good hearted guy to have to deal with all these medical issues. But, being the good hearted guy he is, he takes it in stride. He's actually doing extremely well, and recently completed the last round of the chemotherapy and medications. There's a 99.9% chance that they caught it in time, which I'm happy to say… shows on his face every time I see him. Bo's really sharp on O-scope diagnostics and understands the patterns as if he was born to read them. I lean on his expertise occasionally, and hope some of his knowledge will rub off on me once in a while. A few weeks ago he stopped by my shop for a visit and I mentioned a problem I was having with a Ford Focus. I already had it diagnosed and was waiting for an approval from the customer for the repairs. Bo thought it would be a pretty cool idea to test it on his scope, which he just so happened to have with him. Sure, why not, like the old saying; "Two heads are better than one." Sounds like a perfect time to get a second opinion on the problem. His results matched my results exactly. No#5 cylinder had a low voltage (ground side signal) response from the PCM. It was easy to spot using two channels on the scope and comparing readings from a known good cylinder and the suspected bad one. Bo and I enjoy comparing notes on stuff like this. Hey, it gives us two scope junkies something to do on an afternoon when the shop is slow. Bo is no stranger to the auto repair business. He used to own a repair shop years ago, and has experienced the different aspects of dealing with the automotive industry. We can sit around for hours trading war stories about car problems, customers, and what it's like to run a small business. Quite frankly, it's a great stress relief to smile and kick back a bit and chat with a fellow tech who has experienced the same things as yourself. On this afternoon the conversation soon went from cars to cancer. He jokingly laughs at the bills coming in from every different direction. They come in from different doctors, different hospital departments, anesthesiologist, the nursing staff, the desk clerk, janitor, waiting room attendant, on and on and on. Like I said, Bo is not the kind of guy that lets anything get him down. He jokes about it... even as serious as it is.... "I think the parking lot attendant at the hospital is even sending me a bill," Bo laughingly remarks, "You know, sometimes I think they're just inventing people and jobs that I'll have to send a check to. There are so many different people, places, and equipment involved in the diagnosis of this crazy cancer, and everybody wants a piece of the pie." Bo went on to say, "You know, I don't think a customer in an automotive repair shop would even consider paying for all the different people involved in their car repair. Can you imagine… I'll bet the cost would triple if not more." I can't argue with that. Here we are, two professional techs examining our "patient" and it's highly unlikely the customer is even aware of the effort that is being put into diagnosing their car. As with a lot of trades, the automotive field is no different, not one person knows it all. There are so many times that a second opinion can make all the difference in the world. I'm sure a lot of techs (including myself) field calls from other techs looking for some clues or information that might help them solve a problem. It's probably asking too much for a customer to undertake the responsibility to pay for all the services rendered in regards to their car repair. Most of the time they are unaware of the phone calls, research, and thinking that go on between techs to solve a problem. It would only lead to a higher cost and with a lot of folks out there … these days …. It's just not going to work with the economy we're in. As Bo and I sat there, solving world problems, we both knew that in some cases a few people would sooner look for someone who will do it cheaper vs. a more expensive repair shop. It's always something to think about… the "someone else will do it cheaper" attitude that seems to always be present with a lot of price conscious drivers out there. Since there are still those repair shops out there that use the "Replace parts until it is fixed" attitude, diagnostics and its cost is still a hot topic with some customers. It seems some people would rather gamble on a few cheap parts than a thorough examination. The likelihood of the general public understanding the complexities of proper diagnostics on today's cars will continue to be over shadowed by the incompetence of some people out there who pretend to be technicians. As Bo puts it, "This is truly the cancer in the automotive repair industry." Bo mentioned how he had several different diagnoses and how each doctor had their own version of how to make the "repairs". It took several attempts to finally get his cancer problem properly diagnosed and solved. It reminds me of how often someone will go to a shop and have a few parts swapped out, and then to the next shop to have even more parts changed only to finally end up at a shop with the proper tools and equipment that can diagnose and solve the problem correctly. Bo might be right about this one… it isn't the car, it isn't the parts… it's the so called "repair" shops that don't make the effort to diagnose it correctly before twisting nuts and bolts on the car. Our collective diagnosis is… that's one of the cancers that needs cured in the auto industry. As two old techs will do, Bo and I have discussed these problems and a few other worldly fiascos more than a few times. We're not doctors trying to find a cure for cancer, or working on controlling its effects on the population…we're automotive technicians… working on solving problems, raising the standards of our profession… and yes… trying to find a solution to the cancer in our own industry. Take the time to work with other techs in your area. There's a lot of knowledge out there and with a little effort on our part we can make a difference in the future of our chosing profession. Bringing up the publics impression of today's automotive tech or bodyshop repairman is one of my goals. We're all part of the solution, because we're all part of the problem. View full article

Clear a bay for me... I'll be right up.

Thanks for your comments Gary. I hate to repeat myself, but then.... that's pretty much what my stories and articles do. (Re-tell shop encounters) When I started my shop I thought I was the only one who ran across all these wacky people, it wasn't til' years later and after talking to other shop owners that it wasn't true... EVERYBODY gets them. The biggest stress relief I ever had in business was finding that out. So writing the stories and situations down provide not only a little entertainment for everyone else but I'm hoping the same sort of stress relief that I discovered after talking to other shop owners. I hope it's working, and I'm glad ya like the book. To comment another reader, "Everone from the tech to the customer should read this book, there's a lesson in there for all of us." How true...

thanks Frank... Sounds like you've ran across one of those guys whos out to take advantage of the free stuff and nothing more. Hate that when it happens.

Grrrr.... it's OK... I'm venting at ASO... now ... I'm happy.... ASO Rocks. Great site! !

I think you're right... but... I won't hold ya to it... LOL

WON'T HOLD YA TO IT! Being a specialty shop I'm usually not the first place most people will stop at for repairs. More than likely they'll have gone to their "regular" mechanic to try and solve a problem, or checked around with people they know as to where to try and get their car repaired. Sooner or later somebody will mention my name and they'll make it over to my shop. The only problem I run into now is the fact they have already spent so much money on repairs, and their budget is so tight they want me to go as easy as possible on the cost of the repair. But, before they came to my shop a budget wasn't a problem, but now with all their money spent… they want me to hold to a certain price. This next price shopper was no different. A guy comes into the office with a dash gauge problem on his Ford pickup. He starts out with the same old introduction line I've heard a zillion times before: "I've been here, I've been there and nobody can find out what's wrong… everyone I've talked to says you're the man to see who can find it." The story goes that it will blow the 10 amp gauge fuse as soon as you install one, but he's found that if he puts a 25 amp fuse in it will last a day or two. (Good Grief… this is already sounding bad.) A lot of parts have been changed and a lot of things have been tried. It's been to several other shops but nothing has ever solved the problem. All of them eventually recommended that he stop by my shop. (I'm thinking to myself, "Gee dude? After you went to the first shop and they told you to come here, then you went to the next shop and they told you the same thing, then a third, and… seriously dude…how many shops did ya actually go to before you showed up here?") Needless to say, he was out of cash, out of patience, and still without working gauges in his truck. Now it's my turn to tackle the problem, or … is it…… "I need and estimate on how much it will cost to repair it," he asked me. "Well, sir, without knowing where the problem is, or what is causing the problem, I'll have to check a few things to be able to pinpoint what the cause is." "You've obviously done these before, so how much did those cost?" "Your results may not be the same as the last one I did, because I'm pretty sure the last couple of them that I've done didn't try a 25 amp fuse in place of a 10 amp. So, you might be in for a little more work than the usual repair." "How can that make the problem worse, it's just a fuse?" I explained, (as best as I could) why an oversize fuse was not a good idea… but it wasn't getting thru to him. He didn't or wouldn't except an explanation that didn't include a dollar amount in the answer. "Just give me a range of what it could cost," he insistently asked. "Ok, well, how about 1 dollar to a thousand," I said, getting a little chapped at his badgering questions. "Oh, you can give me a closer guess than that. I won't hold ya to it of course." (The classic "won't hold ya to it" line… sure, you won't.) "Ok then, it usually runs between 200 to 500 but, it could run a lot less, or it could run a lot more depending on the actual damage I find." "So you think it will cost around 500.00 bucks then?" Apparently I have lost my ability to explain things in English, and apparently when I give a variable of two numbers the "won't hold ya to it" number is the higher one, and not a penny more. I guess I didn't make myself clear… oh, I forgot… he's not going to hold me to it so it's safe to say 500.00 bucks is a good number. Awesome, now I won't have to worry about the inevitable argument I'll have once (if ever) I finish the job. Because you know… the actual price may vary. "Ok, what would be the worst case scenario?" he asks. By this time I've pretty much figured out that this guy isn't about to leave the truck with me. Either because of the cost or the fact he's not getting the answers he wants. To me, when someone starts asking all these questions it's a sign that they don't trust you… they are really only trying to find a number that they can use to compare at the next shop they'll be stopping at. All the references in the world don't help a bit when the old wallet is doing the talking. Because it still comes down to who's the cheapest. References, quality of repair, and answering all their questions, still doesn't add up to a job in the shop, plain and simply… it's cost. At this point, I know I've lost the job, his trust and my trust of him isn't there. I might as well end this with a little flare of my own. "Well, let's see… how much did ya pay for the truck?" I asked. "I paid over 10 grand for it, but what does that have to do with it? "Let's think about this for a second… If you have ruined the wiring to the point that the overall cost of repairs will exceed the value of the truck then I would say the worst case scenario would be… replace the truck. It's just a harmless joke sir, not that it would happen to your truck, however, I've had a few that it was actually possible with the amount of damage I've found." Well that pretty much sealed the deal. That little answer snapped his last fuse. This guy is heading out the door. There's no doubt about it. Even with all the referrals, the detailed diagnostics procedures that I explained to him, the fact that I knew that more damage could be done by changing to a higher amperage fuse, still didn't bring the job into the shop. I guess trying to hold my feet over the fire with a "I won't hold ya to it price" was still out of his budget. There's no doubt I didn't hit it off with this guy, and quite frankly sometimes that's a good thing, I'm not trying to win them all. Man, it would have been a good paying job too if I could have only found a price that this guy could afford. Next time I run across another situation like this I'm going to ask them this question,"Ok, what can you afford? I realize you have spent a ton of money with all these other shops and nothing has been done. So why don't you give me a number that will work… … … … Oh and don't worry… … … … I won't hold ya to it." People never cease to amaze me. After a while you need to just learn to take it all in stride... you're not going to win every battle or make every customer a long life friend. At least after reading a few of my stories you'll get a smile and figure out you're not the only one that has seen somebody like this. Have a Great day! View full article

Ya got my attention Joe. There's no doubt the economy, consumer acceptance, and the technology are all issues as shop owners we need to deal with. Getting the right tools, technical skills, and being more customer aware are all part of the way we will be doing business in the future. I've been at this a long time and I've had to learn to adapt to the ever changing automotive world just like all of us have. I read a post a few weeks ago that made me think of the changes. It went something like this: The movie "Back to the Future" was about a scientist who developed a time machine that took Marty McFly 30 years into the past which put him back in the early 50's. If that movie would have been made today.... 30 years into the past would make the historical date .... 1982 .., the actual year the original movie was released. How times have changed... from the 50's to the 80's and now the 80's to 2012.... Something to think about. And... what will another 30 years bring???

Yep, another side affect of owning your own business. take two and call me in the morning.

When is "Look at it" and "Diagnostic charge" ever going to mean the same thing with these kinds of people. If all I was going to do was "look at it" I'd go to a car show. When somebody comes in and wants something for free I take that as an insult. I'm not here for free... I support my family with my efforts... and ..well, they ain't family... so pay up or get OUT! Joe.... ya got any more of those BP meds?? You're making the old blood boil too early in the morning... ha ha...

I totally agree with ya Joe... the answer is what can we do??? I think it will happen in the future, however people still have a lot of the old thinking in their midst. Eventually I believe it will all change because even the family fixer guy won't be able to take a stab at a repair without some prior testing. AND... as if you haven't noticed.... in the so called "good old days" we had a lot of predictable repairs... these days there are fewer and fewer predictable repairs. Meaning, the cause or solution to each problem we see are not the same as the last time we made the same similar repair. Which leads to even more frustration from the customer as to what the answer is or how much time and money is spent on diagnostics. Your comments are spot on. Let's see what the future holds.

Service Writer Blues Sing that blues song one more time.... yea you know the tune, the one you hear at the front counter. The front door opens, a guy steps up to the service counter and says, "Man, I'm so glad I found you guys. Everyone I talked to recommend this place. I got to get this solved today; I need my car checked for a battery drain. Is there somebody here that can do that right now?" Mandy (my service writer and my youngest daughter) greets him and says, "Hi, we sure do. I think he is waiting on parts on some of the other jobs in the shop, he could look at it right away." "Does it cost anything?" he asked. "Yes, there is a diagnostic fee," she answered with her usual big smile. "Great, and I can get it figured out today, that would be fantastic," he said. Mandy grabs a blank invoice and starts to fill out the invoice. Her pen was a flurry of activity with the man's name, telephone number, and type of car. After the preliminary information was on paper all that was needed was the keys. "Ok, I just need the keys and I'll get it in the shop so it can be diagnosed," Mandy answered. The keys didn't come sliding across the counter as expected. He stood there with them, tossing them from one hand to the other. "I just want to find out what's wrong with it. I thought he could just look at it, instead of charging for a diagnosis… I don't need it diagnosed I already know it's battery drain," the now agitated customer barked back at her. "Sir, I explained all that to you earlier, the diagnostic time is for the time it generally takes to solve and locate the problem… It's like going into the emergency room with a suspected broken arm, they take an x-ray to confirm it, and even if you don't have a broken arm you're still going to get a bill from the x-ray department, it's the same thing here. I've already filled out the invoice… so… do you still want to get it looked at today, or do you want to cancel the invoice." "Well, I'm not sure he is going to be able to find the problem, when I couldn't find it. So I don't see why I should have to pay somebody else to try and figure out something I couldn't figure out," It's an age old problem. Some people feel they are capable of finding whatever is wrong with their personal car since they are the ones that drive it daily. Some of these people feel no one else is even capable of doing better than them. But as always, this usually starts soon after they find out they have to pay for it. "Sir, if he can't figure it out, there is no charge, and he will recommend the appropriate repair facility for that type of work. But I would say more than likely his years of experience will out weigh any doubts you have of him finding your problem, besides, all those referrals you mentioned wouldn't have sent you here if they didn't think he was capable of finding the problem," Mandy said with a stern tone. "So, you think he can find the problem, but, in order for me to find out what's wrong with my car… he's going to charge me for it?" "That's pretty much sums it up sir. He's very good at this kind of thing, and it won't take him long to do it." Now the back pedaling starts. First it was "get it done today" and now it's "get it done tomorrow". "Well, I've got some errands to run; I'll bring the car back later… so just hold onto that invoice… I'll be back," He answered. Mandy has seen these speed bump jumpers before, she lets the pen fall to the counter, then leans back in her chair, folds her arms across her chest and looks straight at this guy. "You'll be here later, (with a little "flip" attitude in her voice) like when, later… what day, what time?" "Oh, probably about the same time as today." "Ok, so you don't want it done today now, when you first came in you wanted it done right now and "now" you want me to save this invoice until you come back in," Mandy said, still with her arms folded. "Yea, that'll work," he said, as he put his keys back into his pocket. He turns and walks towards the exit; before he is even out the front door she has the invoice already lined up with the paper shredders slot. As the lobby door closes the shredder is already busy doing its job. Of course, tomorrow never comes. You really want to believe them, but you know there isn't an ounce of truth in their "coming back tomorrow" story. Whatever the reason is, it just doesn't matter. With all the referrals he mentioned that still wasn't good enough to satisfy this guy. Then again, this hurry up life style that some people lead can get in the way of logical thinking. You know some days I'd like to have a fast food drive-up window set up. Before somebody even gets a chance to get their car in the shop they have to place their order and prepay for the parts and labor. I can see it now… "Yes, sir that was a diagnostics, ah, 2 tie rod ends, front end alignment, and an oil change… next window please…" Ah yes, the service writer's blues... a familiar song and a familiar situation at the service counter. Learning when enough effort has been taken with an individual who is only there to gain free information rather than pay for the services is something every counter person has to learn. It's a fine line, and in some cases I would consider it the toughest job of all. Wouldn't be right if I didn't mention the efforts of the service writers. I'll bet we've all seen something like this before. Leave a comment if you can. Gonzo View full article

Still a couple bugs ... can't change fonts or size. But I'm sure you'll work that out shortly. Gonzo <br /><br /><br />