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Check engine light dilemma

Joe Marconi
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Gonzo Grand Master

Gonzo

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Have you ever solved a check engine problem only to have the customer return a few days later with the light on again, but this time for a different code? We have all been down this road.

 

To avoid customers issues we explain how the on board computer works and tell them that because the check engine was on, other tests have been blocked by the car's computer. This means that if there is another problem, the computer will only check it after this problem is solved. As a result, the check engine light may return if there is another problem.

 

No matter how hard you try to explain this to a customer (and we also state this on the invoice) the customer has a tough time understanding it. All they see is the "same" check engine light and naturally assume it's the same problem.

 

How are you handling this issue?

 

 

I've got a few of my stories that relate to this subject. The usual problem is that the light comes back on but the car drives fine. Which is generally how the car first arrived at the shop for the original check engine light problem.

 

What I do is apply the original diagnostics fee for 30 days and that way they have some value built in. The average complaint is that the light is on ... and you didn't do a thing. Since they never see the actual workings of the scanner or the diagnostic testing information they will always assume... you didn't do a thing. (I like your Nixon comment right about now Joe)

 

It is never a pleasant issue, it hardly ever goes without some sort of responce from the customer. But I call it ... "growing aligator skin" Let them chew... I'll fix the problem... I can take it. Been there, done it before.

 

Once the diagnostics is done and you explain to them (educate the customer) how the PCM reads the faults in order of importance and that some codes may only happen after certian other systems change their values, they seem to get it then.

 

Or I try the old "Ya gotta put air in the tire to find the leak... then let the air out... fix the leak... and hopefully their ain't another leak to worry about... but if there is we will have to go thru the process all over again..." This works well for those "good-ol-boys" that stagger into the shop.

 

As long as the customer is understanding and can be educated into the inner workings of their automobile... I usually don't have a problem. The only time I do, is when they DON"T come back and go to the "other" shop who makes it their business to run you down... and then you get that call from the customer... you know the one... (@%&^!$@^@#&* why you &*^%$*) etc... etc... I just put that aligator skin on and wait for a chance to explain. But don't forget... aligators have a pretty mean bite too....

Gonzo Grand Master

Gonzo

Posted
Posted

You seem to have a good attitude toward this issue, better than mine. I like the " leak in the tire" analogy. I will use that. What it comes down to is consumer education, but like you said, I don't want to be slammed by another shop. Plus, sometime there is not enough time in the day.

 

 

I doubt my attitude is any better than yours..I can remain calm for only so long, then, I will turn into that alligator with a nasty bite if need be. I'll "only" pleasantly talk for so long... then I give into the dark side... If you got me to that point there is two things that are for sure... 1. You ain't coming back 2. I don't want ya back.

 

So is it the check engine light, or, is it check your attitude... LOL

Gonzo Grand Master

Gonzo

Posted
Posted (edited)

Do you feel the time spent educating the customer pays off? Or, are some people just unrealistic toward their view on our business?

 

 

That is the 64 dollar question Joe...

I could write an article about that very question... as a matter of fact... I think I will.

 

My view on the educating of the customer... YES ... I think it pays off... However, sometimes I think they are only nodding their heads in agreement to avoid their other fears of the automotive industry and that is... being taken advantage of. Or, they are a repeat customer (notice I didn't say loyal) that has built up some trust with me based on their own past experiences at other shops.

 

These folks ... get it... understand it... accept the cause and cures of the procedures and their eventual outcomes.

 

Now on the "unrealistic" side of it;

 

By far these are the people that HAVE those fears of the automtive industry... and probably have been taken advantage of in the past. And, they are not willing to accept any answers from you or me or anybody in the business. They simply do no trust anybody. Or, they are a customer without any repeat business... ANYWHERE... and float from shop to shop with whatever work they need done, because: A. They don't know how to do it, and they can't find a friend that will work for a cold beer in their garage. B. Never want to pay for any type of repair because their own income is already used up in their own daily activities. C. Their neighbor, friend, relative... already told them.. Exactly what needs to be done, and obviously... you, me... we don't have a clue what we are doing... except how to take their money.

 

These folks, will never understand... and those are the ones you don't want to see come in the shop. The odds are against turning these type of people around... That's where the alligator skin works well.... but like I said before... watch out for the alligator.. he'll bite back.

Edited by Gonzo
Gonzo Grand Master

Gonzo

Posted
Posted

Joe on most late model cars you can drive the monitors to run. This will give some indication of any problems that may cause a returning check lite. My Solus gives a very detailed set of driving parameters, that if followed, will run all the first trip monitors. A great way to prevent comebacks. You can also find a lot of info in Global OBD monitors and test. I finished a Ford explorer yesterday that had no codes but a load of OBD data that indicated marginal fuel trims and evap problems. Test lead to an intermittent IAC and leaking intake seals. Repalced and road tested within the driving paratemetrs. When I went back to global info everything had passed except for an evap test which I believe is a 2 trip test. Retunerd car to customer. This morning got a call telling me the car had never ran better and no one else had been able to fix it. Dont know where it had been prior but was glad to get the call. Feels good when the call is thank you and not screw you wink.gif

 

 

Thats great Jeff, but the original question is what do you do when... you don't catch the service light problem as you did in this case. What is your reaction when the customer comes back with the service light on. This is what I'm interested in... how do you handle the customer then. Gonz

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
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      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.

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