Gonzo

My new career move... I want to be the chauffeur for Nancy Pelosi.... LOL funny stuff...

So many great comments... it's really great to see the ideas from around the country. Me, I'm not a "street corner" repair shop, I'm strictly a specialist... as such, by the time a customer finds their way to my shop they usually have been thru several other shops or have been recommended to me from another shop because of the complexity of their problem. That's where I get into an issue with "free diagnostics"... I'll get the same old line at the front counter..."They already diagnosed it, so I don't need it diagnosed again... so I'm not paying for that... I just want to find out what's wrong and how much it will cost to fix it." You know, I've been doing this for a long, long, long time... and it's a hot topic with me. I can't give away my time if it's one of those problems that take hours to solve. Even though I have a set rate for an average diagnostic time... there are cases where I may spend a great deal of time solving a paticular problem. Friday, I was at the shop late... about an hour after closing working on my own old truck (input shaft bearing went out in the transmission) Out of habit I answered the phone... it was one of the tire stores... "Can you scan a 01 Nissan?" that was the only question... I said yes... and about another hour later a car pulls up and two ladies get out... they wanted it fixed right then, and didn't want to pay for a diagnostics because it was already done at the tire store... I asked... so what was the results of the diagnostics... their answer... "They couldn't find out what was wrong." Here I go agian.... The car is sitting in my shop, and I'll get to it on Monday. And, after some convincing the ladies agreed to let me "diagnose" it ... go figure.

Hi Joe, I think you're right in every case.... especially the old part.. LOL You know one thing I did find... back when I had a lot of employees ... is the one time I had a guy who would leave during the day because of some ... stupid... made up emergency... (I'm sure of it) What he would do is leave a job half done... and then the next day he wouldn't show up... then somebody would have to finish it. It turned out .... he didn't know how to do that paticular job, and he would come back later to find out what we did to make the repair. He didnt' last long...

I agree entirely... demagraphics does play a key role in how it's done. A demagraphic area needs to be on the same page as their competitiors... let the work quality do the talking. I don't advertise anymore, and I prefer it that way. Maybe because I'm to tired of chasing the dollar and more inclined to do the work that I do.... good. I like your comments Car-x... good points... good explanation

So true Dan, I have to admit it doesn't happen often but when it does... it really gets to a guy. Over the years you get to the point you can almost tell when it's going to happen by the customers reactions... read my book... you'll see what I mean. Gonzo

Mark, I like your spunk... you show you care about your customers, your business... and most importantly your ethics.... My hat is off to you. My terminology for a bait/switch is only in the customers eyes that they are getting something different than originally expected. If the education is done at the counter to inform them of the "needs" then you're right it's not exactly a bait/switch. I've been at this "independent thing" for nearly 30 years. I started my shop with one test light and one can of wd-40... I ain't kiddin' No money, no backing, no idea I could do it... but I had a goal. Over the years I've had larger shops sizes and tons of clients and techs. But, I'm getting older and my time is still valuable in the shop but most of my efforts are in my columns now. I still turn a good profit out of the shop, but, I don't make a living doing oil changes, or 60k check ups. What I do more than anything else is do work for other repair shops that do not have the background in electronics. I probably do more burn jobs, and total rewires than most dealerships. Body shops, tire shops, tune ups shops and other repair shops is my bread and butter. These guys understand the need for diagnostic time... it's the general public that needs educated. That's where my little book comes in, it's a way to show both sides of the story ... in a humorous way... that might get some attention in the right areas. Hey, got you talking to us "Independents" I hate to say this... but you're as much an independent as all of us little one/two man shops... but you can call yourself whatever you like. As far as ASO... Joe, who I think highly of... has set this up for exactly what you have been discussing.... Everyone in this business... large or small needs to voice their opinions... and be heard and understood by the one and all. Don't be a stranger... keep us informed as to what you think... I'm just one guy... I can only type one letter at a time. But we can be one large voice if we want to be. Thanx Mark... your a class act... A number one with me.

It still sounds like a bait and switch to me....

Sometimes I wish I'd fire myself... but then Monday morning rolls around and I have to fill out that employment application thing again.... then the interview, then the trial period... Well, I'm here... might as well stay.... I guess I'll stick around for that gold watch...

When I see a doctor advertise "Free exams all this week" I'll do something for free then......... and I doubt she was there for "free" I'll bet she works commission... so her time is not free but based on how much effort she uses to get your business... thus...you're right... nothing is free....

The story is a funny one... but the gals laughter... priceless...

Here's a twist to the use of diagnostics that I ran across today. An extended warranty company would not honor a diagnostic charge... well I should say they did honor some of it. .3 tenths of the diagnostic charge. Not even a full diagnostics (65.00) Oh, and of course they also adjusted the labor time, and of course.... the part (from the dealership) was to high and that had to be adjusted. Which left the customer paying out his deductible and the difference in costs. He's a regular customer of mine, but he still was chapped. I just so happen to have a copy of Brake and Front end laying there opened up to my article. (diagnostic fee or diagnostic free) The guy sat there and read it... and when he was done reading... he grabbed his check book, gladly wrote me out a check and said... "Them bastards at the extended warranty company are going to get a piece of my mind tonight." So, here's another issue with the diagnostic charges... these extended warranty companies that pull the strings to a customers purse from across a phone line. Man, what a joke. I guess it's all the more reason to keep writing about this stuff and get more shops across the country involved.

Since I was the guy that wrote the article about diagnostics... I guess I'll put another two cents into the conversation. Yes, charge for diagnostics, No I don't think the "REAL" scanners are getting cheaper... just those (@#!&**@!) code readers. Which as everyone has mentioned... only give you a direction not an answer. However, I'm finding more and more DIY'rs want to "self diagnose"... had one the other day... "All I want is a thermostat put in." I wanted to diagnose why it needed one... I was assuming it was overheating... but nope, nadda, I'm a stupid mechanic and I don't know anything more than to unscrew a couple of bolts. So I did, in the mean time the lady wanted an oil change... and of course "I brought my own parts" So the whole job was a wash... wasn't worth the time to do. When I finished the thermostat, and put it up in the air for the oil change... I had to dodge the leaking radiator fluid..... I pulled the car around front, told the lady... we didn't diagnose this problem for you... I only did what you wanted me to do... Which was fine with her... ... ... ... I never told her about the radiator, I had her sign off on the invoice about "not resposible" and left it at that... If they are going to argue about having you diagnose it... and they are so damned sure that they know more than me... well, then, I'll play dumb mechanic... and your results... WILL VARY... the old saying never try to be your own lawyer should also include being your own mechanic.

Another good point Joe, I hate sound like my parents but.... these kids today. ! ... !! I try to keep things light hearted.. it doesn't always work. Call it emotional call it EGO call it what you want, but you're right in the fact that it's like a couple of kids in a sand box fighting over the same toy. I try to make a point of telling them... when you cross the threshold park your EGO there... picked it up when you go home. Gonzo

Good article, I would have to agree ... saying too much or not saying enough can be bad in both cases. The idea of going up to a customer and telling them they need a coil, trans. flush etc... when that's not what they came in for is the part that gets me. I think those issues need to be address as they stated in the article. Watch how you say ... what you say. Makes a big difference. BTW - - - this is one of the magazines that use my articles thru an agreement with Babcox. If you go to the inService section and then to Diagnostics... scroll half way down you'll find my article there... (Diagnostic fee or Diagnostics Free)... Probably already read it, but keep an eye on that section... my next article should be out any day now. Gonzo

Impact wrenches at 20 paces... all Queensberry rules apply...

works great now... thanx Alex I might upgrade membership, already feel like I'm upgraded... with all these posts and all.. LOL

I'll check my archives.... (digging in the basement....hmm hmmm hmm...) Yep, here's one... thanx for reminding me.

tried... now it tells me my bandwidth has reached its limits.... didn't know I had a band... didn't know it was that wide... so no photos... can't see em'

I recycle no# 2 plastics, cardboard, and metal. All of them I don't make a dime on. I've got a junk collector that takes most of the metal. Then, a little wierd, the art class from the college will come by and sort thru the metal parts and take choice pieces, ie. rotors, gears, odd shaped control arms...etc... Then they make sculptures out of it. They come by a few times a year and grab a load of worn out parts, sell their creations and raise money for school events.

If you mean my book.... yes if you mean this story... yes Most people when they read my stories that are not in the business read them with a chuckle. As one customer put it.... "It's amazing how the author has caught the customer out of their comfort zone and they don't even know it." (They didn't know it was me that wrote the book... even though my name is on the cover... go figure I compare it to: why do people watch police reality shows, why do people watch a car race, demolition derby's, boxing,etc... Why? To watch somebody other than themselves screw up.... That's where having the book in the lobby will get your customer to think, maybe even be more appreciative of your work. Once they see "the other side of the counter from our point of view" that customer who always thinks this business is out to screw them, may actually walk up, hold out their hand, and say "Thank You" ..... and mean it..... Gonzo and yes... of course I have a copy in the lobby... LOL

Sure it'll be signed... the book is free ... your just paying for the autogtraph... LOL Hope you like the book. Gonzo