Similar Forum Topics
By Chris Monroe of Elite We have all felt that empty feeling in our gut when a client walks back in the door with the “look” shortly after installing that new set of tires on their BMW. As they uncomfortably begin to describe some rim damage that didn’t exist when the car was dropped off…yuck.
Yes, you have policies in place to address such situations, but for whatever reason, the training on quality control has failed and now you are left to deal with the fallout. What next?
It is obvious there is a quality control issue that must be addressed, but how you take the next steps are very critical to the image of your business, as well as the credibility of your team.
The first step is to remain calm while reviewing with the client their concerns. Walk out to the vehicle and allow them to express what they feel is of issue. Once you have listened and observed with sincerity, start the process of restoration.
In our case, we had an incorrect set up on the tire machine with a low profile run-flat that ultimately allowed contact with the rim. This scratched the lip in multiple places. In addition, the technician continued with the installation without stopping to involve the advisor so we could get in front of the issue with the client. The technician did tell the advisor, but the timing was such that the client looked at the assembly on the car prior to checking out. Imagine how much easier this would have been had the advisor gotten to the client immediately to make them aware and assure them that we would professionally restore or replace the wheel.
Needless to say, I spent the next day with each and every technician reviewing the situation and the importance of why we have policy and process in place. Our technicians are now well aware of what to do (stop immediately and report the issue to the advising team) if damage occurs or could occur to a client’s vehicle, and understand the importance of getting in “front” of these concerns.
A better example this week where a technician wisely notated worn lug nuts and a partially damaged center cap “before” we began work. He gave the advisor a quick heads up that enabled a client visit to the vehicle to see in person and discuss the concerns. Not only did we replace the brakes on the car, but also replaced 20 lug-nuts and 4 center caps! The service concluded with the client scheduling another vehicle for service and thanking our team for being honest and helping resolve the issues. (This ain’t rocket science folks)
If you are in the automotive service business, incidents can and will happen. Coach and train your team on how to handle these situations, and demonstrate how important timing is with advising your client. Your shop's reputation and credibility ride on it. This article was provided by Chris Monroe, an industry leading shop owner who recently won the 2018 Tire Dealer of the Year Award, and a Business Development Coach who helps other shop owners reach their goals through the Elite Coaching Program.
View full article
- 0 replies
- 209 views
The following are posts I made on the AOCA website outlining an issue(potential nightmare) we had on 2017 Chevrolet Colorado: Randy_Lucyk
Joined: Dec 21, 2011
Total Posts: 83 Feb 8, 2018 3:03 PM Unfortunately, I believe this is exactly what this may turn into for shops and consumers. We recently had a report of an oil filter failure on a 2017 Chevrolet Colorado with 13304 miles on the truck and the issue occurred 400 miles after our oil change. Customer had a check engine light come on so he headed right off to the dealer to have it checked under warranty. It had a VVT code stored and the dealer started looking into the issue. They found the filter failure and sent a picture of the image off to the customer. We used a Performax P0171 filter. The customer sent me the attached image of the obviously failed filter. I am immediately highly concerned, but the dealer is being unusually understanding of the failure. We spend some time with the service manager and find out that their appears to be an issue starting to show up on these vehicles, where the stand pipe in the filter housing is coming off with the old filter and being disposed of without the techs knowledge. We had great video of the oil change and their was nothing visible with the old filter as it was removed. The premises is that without the standpipes restricting/diverting functionality in place, full oil flow is blowing out the filter and the everything flows right down the filter housing port into the cylinder heads and remainder of the motor and plugs up components and passages. We asked for a picture of the filter housing and received image 2 attached. This appears that it may be a problem starting in 17 model year, but i can't be sure of that yet. I am digging for additional info now and will update as more information becomes available. Randy_Lucyk
Joined: Dec 21, 2011
Total Posts: 83 Feb 9, 2018 7:59 AM This appears to be both a GM issue and a in-shop issue.
Now that I see the notification GM released last week, i believe this issue occurred at the original oil change prior to the one we did. As I said, we had great video of the open end of the old filter as we removed it from the vehicle and I don't believe this stand pipe could have possibly been inside. Their is also no evidence of the tech struggling with anything "down in there" other then the normal A/C line interference issue. .
Looking at the design and the A/C line interference, I suspect that the stand pipe is being knocked loose as the filter is being "angled" around the A/C lines to get the old one out. I suspect the oring on the stand pipe is the only thing holding it in the oil filter housing. Once the standpipe is disposed of, the housing has to be replaced, as the stand pipe is not available separately. The housings are in short supply with only three left in the country on dealers shelves and none in Gm distribution centers. Their is a new part number for the housing and those are not available yet. Original pt# 12675707 and new pt# 12682014.
Looking at the attached illustrations and notice, it would not be easy to completely miss the fact that a problem was evident. The stand pipe looks too big to me to be easily missed. I suspect it is plastic and the words "housing cracked" was mentioned in the conversation with the service manager. I wonder if the stand pipe is actually cracking during removal of the filter, making it difficult/impossible to reinstall. If we did not do it, then why the old filter had not failed yet ours did, comes into question. Cold weather "full oil flow" was also mentioned in the conversation with the service manager, and those were the conditions at the time of the failure.
The images also create some questions for me. The new housing does not appear to be identical to the OE installed housing, so is it an already redesigned housing? The filter bulletin in the Napa/Wix box talks about an update to the filter to include a check valve in the top of the filter. Our old filter does not appear to have this check valve, the Napa/Wix does and our new stock P0171 filters also have it. Looking at the design of the stand pipe in the new housing, it would almost appear that the small nipple on the end of the stand pipe might make more sense if it fit into the open hole of the old filter. The stand pipe design almost seems wrong for the filter with the check valve, unless it is shorter than it looks and never reaches the upper end of the filter. Would be great if the next shop to have one of these off would post some additional pics to try and help reduce confusion.
Based on the notice from Gm, this does indeed look like it could get ugly. Although, this dealer covered all the extensive engine repairs under warranty(heads pulled, all new timing components, cleaning passages), i am not convinced all dealers will take that approach. In my case, it was nice(incredible?) to see GM step up and take responsibility. It helped that my customer (owner of the Colorado) retired from a GM primary supplier dealing with issues exactly like this for the later half of his career. He knew the right people to call to get the info needed to drill down to the root cause.
- 0 replies
- 681 views
How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc? my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God. Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.
- 22 replies
- 1,158 views
We are praying for our brothers and sisters down in TX. We have sent supplies to Austin, and hoping we can help in whatever way we can.
- 2 replies
- 351 views
If anyone else has an issue with the limited notes field please tell them. If they receive enough complaints they will fix this. PLEASE help by contacting Mitchell at Toll Free 888.724.6742 Here is my issue: I believe I got this idea from this forum somewhere. I like to be able to say the words "No Cost" over the phone to a customer with an issue. So I offer a free initial diagnostic. This is when my tech will spend 1 to 10 minutes looking at the customer's concern. Once the tech does this task he comes back to the Service Writer with a request for the proper diagnostic time. The Service Writer then sells the required time for diagnostics. The problem is Mitchell limits the note field and we can not add the proper lines and spaces needed. My work order for the tech should look like this: Customer concerns:
Step by Step - What have you tested and what are the results of the tests?:
What will happen if the customer doesn’t repair this problem?:
Potential other problems once this is repaired?:
What will fix it?:
Estimated time to repair:
- 1 reply
- 450 views