Quantcast
Jump to content

general heavy-duty 728x90


general heavy-duty 468x60


general heavy-duty 250x250

Shift Happens


Gonzo

Recommended Posts

Shift Happens

Jo was a new customer referred by an old-time regular. Her little KIA had a transmission problem that seemed to be getting the best of the transmission shop. The story goes that the SUV was constantly in limp mode, and would never shift properly… ever. As it always seems to be the case when a simple problem can't be solved simply, somebody started the diagnostics off in the wrong direction. Little did I know this was a simple problem…. But, as I see it, each and every type of diagnostic work that you do requires a certain step by step procedure that you must follow. Miss a step, or completely overlook a step, usually means you're going to miss that simple problem all together. This was no exception.

 

From what information I could gather the person who diagnosed it at the transmission shop wasn't the same person who installed it. So after the tech put the last bolt in the transmission, he set the car out front, and told the front office, "Got the transmission in that KIA." The front office considered it done, and the call went out for Jo to pick it up. She didn't make it around the block before she was back at the front counter in a "not-so" pleasant mood. You can just imagine the situation at the counter… not pleasant I'm sure. After some deliberation, and very little diagnostics the transmission shop came up with the conclusion that it must be a bad transmission. Luckily, Jo's ride that had brought her there was still in the parking lot, so she left the KIA for them to re-do the whole job again.

 

A week later, it was supposedly done. This time a different tech had installed the second transmission. Unfortunately, he made the same mistake as the first tech. When Jo came to pick up her car the shop owner took her for a ride to be sure that the repairs were made to her satisfaction. It was a short drive… This time, the owner said he was going to pay for the transmission, and would even purchase one from the dealership just to be sure it wasn't their mistake in rebuilding it. But even the dealer transmission failed to shift properly. The tranny shop was at a loss, they decided to make a few calls for some help, and that's when my phone rang.

 

Now, I'm not one to diagnose anything over the phone. I just don't think it's a smart way of taking care of such problems, because you never quite know what you're getting into. But the tranny shop owner sounded desperate, and now the repair costs were coming out of his pocket. From his frantic explanations of no codes, no shift, and no idea of the problem, he kind of put me on the spot … so … I suggested a computer. Heck, why not… ya' changed the tranny 3 times for Pete's sake, obviously that ain't' it. I probably shouldn't have done that, but I think he wanted to try and save as much money as possible without resorting to taking it to another shop.

 

Well, a new TCM didn't work either…. Now, the car is finally coming my way. Jo was a little unsure whether or not there was anyone out there who could find the problem, but her friend told her that it couldn't hurt to let me see what I could do for her. I'll give it a try.

 

When the car showed up at the shop I took it around the block once to verify the condition, and then put it up on the lift. While it was on the lift I decided to drop it into gear and check it against the scanner. To my surprise, it shifted perfectly. I'm not kidding… absolutely perfect. I dropped it back on the ground, and went for a ride again. I didn't even make it around the first corner… stuck in limp mode just as it was before, this dang thing can't pull itself out of a pot hole.

 

Back up on the lift, and wouldn't ya know it, shifts perfectly… AGAIN! What's the deal here? I did it several times, just so I could be sure of the results I was getting. After a few trips I checked the wiring to the transmission while it was on the ground. Oh, oh, the main ground to the TCM wasn't there. How in the world was it there when it was in the air? AH HA! It's moving the wire! Yes, it was moving the wire alright, and a few more than just the TCM ground lead. The locator page showed the TCM ground wire was bundled with several other ground leads that were all attached to the main chassis ground… which wasn't attached to a thing, but was dangling by the battery box.

 

Turns out the whole problem started when she had her battery changed at a department store repair shop, and they didn't have the right size to fit the car. They disconnected the chassis ground wire, so the taller battery would fit.

 

When I told Jo what I found, the two of us pieced together the how and why it happened. Her only comment was, "Well, shift happens".

 

All said and done with, the transmission shop paid for the entire repair, and gave her back what she spent with them. Everyone involved was glad to have the problem solved, and the car back on the road as good as new. I like this gal, she's become a regular at the shop these days. What a card! Always has some sarcastic comment for me, but at the same time a very understanding nature and takes life in stride. I'd love to have a couple of dozen customers just like her.

 

As she always tells me… "If you can't live on the bright side of life… start polishing the dull one."

 

 

 

Edited by Gonzo
Link to comment
Share on other sites


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

Your probably right about the tranny shop... I don't know... I really don't know. After looking back on it... I really think it was one of those jobs that the diagnostics just got off on the wrong foot and no matter what they did ... they just couldn't get it back on track. The tranny shop is usually pretty good... However, after this job I never got another job from them. I credit that to either being more careful with their diagnostics or to save embarrasment... they found somebody else to check their stuff out... go figure...

Sometimes, being good, ain't so good... at least that's my thoughts on this one.

 

You know these stories, as my wife tells me... Are for everyone to read that's in the business... her way of putting it... is that there is more to fixing cars than turning some wrenches or pushing some buttons on a scanner... and my stories try to bring out the other side of the business...

glad ya like the stories... so far almost everything I send out gets picked up by one of the magazines... I've hardly had to rewrite or reject a story proofing them here really makes a difference.

You know, there's one thing in this business... you hardly ever "really" get a thank you, oh we do on occasions... but for the most part... it's not like each and everyone calls you back and tells you how good their car is working..(screw one up and watch how soon they show up). I just hope my stories let everyone know... we all do care.. and we all do apperciate it. And most of those customers really do too. because... "shift happens"

 

Thanx again for your comments Joe.... always appreciate them...

Link to comment
Share on other sites

Your probably right about the tranny shop... I don't know... I really don't know. After looking back on it... I really think it was one of those jobs that the diagnostics just got off on the wrong foot and no matter what they did ... they just couldn't get it back on track. The tranny shop is usually pretty good... However, after this job I never got another job from them. I credit that to either being more careful with their diagnostics or to save embarrasment... they found somebody else to check their stuff out... go figure...

Sometimes, being good, ain't so good... at least that's my thoughts on this one.

 

You know these stories, as my wife tells me... Are for everyone to read that's in the business... her way of putting it... is that there is more to fixing cars than turning some wrenches or pushing some buttons on a scanner... and my stories try to bring out the other side of the business...

glad ya like the stories... so far almost everything I send out gets picked up by one of the magazines... I've hardly had to rewrite or reject a story proofing them here really makes a difference.

You know, there's one thing in this business... you hardly ever "really" get a thank you, oh we do on occasions... but for the most part... it's not like each and everyone calls you back and tells you how good their car is working..(screw one up and watch how soon they show up). I just hope my stories let everyone know... we all do care.. and we all do apperciate it. And most of those customers really do too. because... "shift happens"

 

Thanx again for your comments Joe.... always appreciate them...

 

I know I speak for all ASO members when I say that we do enjoy the stories. It's almost like therapy; we all "kind of" have the same situations happen at our shops, you bring it to life in a way that makes us realize that we are all in the same boat.

 

As far as helping other local shops, we too have pulled a few rabbits out the hat for other shops, only to never hear from that shop again. Sometime I feel we need to struggle with their problem, and not figure it out too soon. No matter how much another shop needs to be bailed out, everyone still has an ego. And, when the emotional tension is gone after someone else solves their problem, MR EGO can get in the way and cloud things up.

Link to comment
Share on other sites

  • Similar Topics

    • By carmcapriotto
      We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.  Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach,  Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE   Key Talking Points
      Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Guest Host and Shop Tour with Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service.
      Todd Cole, TC Auto Service, Corpus Christi, TX.
      Key Talking Points
      Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices.  ‘Running out of concrete' as they started growing- purchased satellite location  7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      I have heard mixed messages from around the country concerning parts. Are you seeing acquiring parts getting worse or better?
    • By carmcapriotto
      We are on Part 2 of our 3 Part series about customer perspectives with Bob Cooper. In this episode, Bob asks a panel of consumers at the 2022 Elite Invitational in San Diego about pricing competitiveness and how to recover when something goes wrong with a customer experience.
      Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Darrin Barney, VP of Operations, Elite Worldwide. President of Barney Brother’s Off-Road and Repair, Grand Junction, CO. Listen to Darrin’s previous episodes HERE
      Key Talking Points
      Pricing and Competitiveness: pricing is based on other businesses, economics/market conditions/competitors, sales force determination, and dealership prices. They do not understand where the price comes from.  Price comparing: asking why it's a considerable difference, asking to match the price, questioning labor prices, see a breakdown of prices. Be competitive, but you don’t need to match. Charge appropriately for your shop. Recovery- KIA EV battery issues- irritated loaner was a gas vehicle, KIA wrote check to cover gas during time they had car (for few months), “fix the problem so well they cant wiat for it to happen again.” KIA was understanding of their individual customer. Have a plan/procedure in place. Have a ‘discount’ budget to use- empower your people. LISTEN  Have the right people in place Complimentary Elite Customer Care Guide Template HERE  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      Customer amenities aren’t just a snack bar and some coffee k-cups. It takes more to deepen a relationship.  My panel of shop owners goes beyond the free wifi and beverages to really wow their customers and make that lasting impression. Amenities are your ultimate marketing tool for your business. Take Note!
      Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE
      Matt Lachowitzer, Matt’s Automotive Service Center, Fargo-Moorhead, North Dakota and Minnesota. Listen to Matt’s previous episodes HERE Jorge Gilligan, Revolution Motor Works, Finksburg, MD Listen to Jorge’s Episodes HERE. Key Talking Points
      Why Amenities- loaner cars, coffee, tea, branded water bottle, free wifi, hand sanitizers, ice scrappers, little things make a big difference. Customer experience- ‘be so good they won’t forget you,’ it’s your ultimate marketing tool. Customers expect the repair to be done correctly, but what gives them a lasting impression? As an owner, show your team members and vendors the same amount of service as you do your guests FORD- family, occupation, recreation, dreams Any car seat gets a buckled bear in the car seat by technicians- notes are saved in a customer file Wow Budget- empowered employees Swag- normally under $1, $30-40 swag bag for VIP customers “Any way you slice it, we’re grateful for you” $1 pies for customers with VIP card “Thanks for being the heart of our business” Valentine’s day mug of treats “Thanks for making our spirit’s bright” Christmas Candle “We like the way you roll; thanks for coming in.” Tootsie roll  
      Connect with the Podcast
       
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

×
×
  • Create New...