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Jay Huh

BANNING the word "DIAGNOSTIC"

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So I watched this teaser video from last years 2016 Ratchet + Wrench conference. The guy is banning the word "diagnostic."

Personally I think the guy is GENIUS.

Diagnostic is such a watered down term now. People think the guys at Autozone "diagnose" their cars for free.

I've told my advisors and techs to use the terms "test" and "analyze" like the guy mentioned in the video.

For example, if customer comes in for an overheating issue and wants to know why: previously we said "it'll be $38 to diagnose why your car is overheating." Problem with this is that it could be so many different things, if we use the words  "test" and "analyze" it becomes:

"Hey John, we need to TEST your cooling system by pressurizing it and ANALYZE it for any leaks. It'll be $38 to do this test." This is GENIUS! Why? because the customer will be happy because he knows what we are testing and feels that his money is being well spent instead of a "diagnostic" which conjures up images of a guy just sticking the code reader to the obd port.

If it ends up NOT being a leak: "Hey John, we tested the cooling system and the good thing is, there's no leak. WE need to now make sure you are getting good coolant flow and test to make sure there's no clog in the lines... or test the water pump.... test head gasket by anazlyzing combustion bubbles entering the system... etc"

Let's be honest, how many times have we pulled out our hairs diagnosing vehicles and only getting paid/charging .5?? Not only do we get what we deserve with "test" and "analyze" but the customer is happy too! 

Can anyone that went to the conference last year chime in?? This is from watching the first 7min of the video (have to pay to watch the rest, which I don't mind but thinking about buying the all access pass for 2017) and I'm thinking this is where the instructor was heading.... correct me if I'm wrong and what do you guys think??? Let's get some good discussions going

Edited by Jay Huh
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Joe, can you please chime in on this?? Since I didn't get to hear the whole lecture, want to know if this was what you were getting at 

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Haven't seen the video and didn't go to the conference, but yea, I can't tell you how many times I've been told Autozone or O'Reilly's ran a diagnostic on a car... Like that means something! Yea, I stopped using the word 'diagnostic' a while back started telling customers we need to 'test' or perform a certain procedure. As for the customers who still don't get it ("but Autozone already hooked it up!"), I use this script:

"Look, nobody wishes it more than the techs in the back that diagnosing cars was as easy as just plugging in a computer. Unfortunately, that only gives us a code, and that code refers to a table that tells us what tests we need to perform in order to isolate either the faulty component, wiring, or module. That's why my guys attend classroom training at least once a month and complete 8 hours of online training every quarter."

It also helped me move away from having a flat rate diagnostic charge. Now, I look more at what tests we are performing and can better capture the appropriate charges

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I don't understand why az can diagnose cars without a facility license but I gotta pay the state for one. The atty general should shut these guys down for fixing cars in the parking lot. It costs consumers millions in unnecessary parts.

" Az said I need an oxygen sensor and its $22. " Sorry ma'am the air fuel ratio sensor in your car has six wires and costs $375. The single wire universal one won't work. I'd like to test it before replacing it if it's ok with you as they rarely fail but I'll need the car for a few hours. " Will it cost money to check? " Of course, our labor rate is x but it's much cheaper than replacing unneeded parts. 

We go through this daily. "I bought a cam phaser for $41 because parts man said I need it, how much to throw it in real quick?" It should be outlawed.

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2 hours ago, alfredauto said:

I don't understand why az can diagnose cars without a facility license but I gotta pay the state for one. The atty general should shut these guys down for fixing cars in the parking lot. It costs consumers millions in unnecessary parts.

" Az said I need an oxygen sensor and its $22. " Sorry ma'am the air fuel ratio sensor in your car has six wires and costs $375. The single wire universal one won't work. I'd like to test it before replacing it if it's ok with you as they rarely fail but I'll need the car for a few hours. " Will it cost money to check? " Of course, our labor rate is x but it's much cheaper than replacing unneeded parts. 

We go through this daily. "I bought a cam phaser for $41 because parts man said I need it, how much to throw it in real quick?" It should be outlawed.

Alfred I love to read your posts! 

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Great thread.  Thanks allot!

How did you end up re-describing the canned job or jobs?

Mine read  (work requested) Computer Scan Diagnostics

                (work performed) Scan for codes and record all codes found.

I'm trying to have a proper, professional, description.  Using those keywords, "Troubleshoot", "Analyze" and "Testing".    I also think it is important to include a road test before and after in the work performed section. Sometime I will road test for a technician for an hour or more to confirm a fix if we feel it necessary. (Or reproduce an intermittent issue)

I need to remove and replace the word diagnostic from front end inspections, and other areas also.

I appreciate your input.

 

 

 

Interesting read on estimates and diagnostics.

https://www.legalline.ca/legal-answers/motor-vehicle-repairs/

 

Ron

 

 

  

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22 hours ago, totalautocare said:

Does anyone have a link to this video?

Sent from my SM-N900P using Tapatalk
 

I was thinking of buying it but signed up for the 2017 conference instead. I will find the person who taught this lesson and ask him personally to give me the quick rundown lol

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Hi.

Spent the day yesterday working on a canned job to describe a full diagnostic repair.  Heres what I wrote.

(Canned job description)
ENGINE SYSTEM ANALYSIS
 

(Perform)

ANALYZE, TEST AND TROUBLESHOOT:
RETRIEVE DATA FROM ON-BOARD COMPUTERS
VERIFICATION TESTING OF RELATED SYSTEMS
RESEARCH TECHNICAL SERVICE BULLETINS
PINPOINT TESTING OF SUSPECTED PART FAILURE AND RELATED COMPONENTS AND WIRING
PERFORM REQUIRED REPAIRS
VERIFY REPAIR - RETEST
 
To diagnose only I remove the last 2 lines..
 
feedback plz..
Ron
 
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1 minute ago, RonBC said:

Hi.

Spent the day yesterday working on a canned job to describe a full diagnostic repair.  Heres what I wrote.

(Canned job description)
ENGINE SYSTEM ANALYSIS
 

(Perform)

ANALYZE, TEST AND TROUBLESHOOT:
RETRIEVE DATA FROM ON-BOARD COMPUTERS
VERIFICATION TESTING OF RELATED SYSTEMS
RESEARCH TECHNICAL SERVICE BULLETINS
PINPOINT TESTING OF SUSPECTED PART FAILURE AND RELATED COMPONENTS AND WIRING
PERFORM REQUIRED REPAIRS
VERIFY REPAIR - RETEST
 
To diagnose only I remove the last 2 lines..
 
feedback plz..
Ron
 

Spot on, I'd pay $120 for that and I am cheap lol. That to me is getting a lot of value. With the word "diagnose check engine light," I'd expect a free code read and expect to know what the problem is

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