Quantcast
Jump to content


Communication, Communication, Communication


Gonzo

Recommended Posts

Every now and then I get a vehicle I wish I never started on. This time it was a 97' Chevy 1500 K series. No start or communication with PCM.

 

Should be an easy in-and-out job, or at least that's what I thought it was going to be. The truck was from one of the many Spanish-speaking shops that use my services. I don't speak any Spanish (wish I did), but the guys at this shop know I'll be patient with the language barrier, and somehow communicate what needs to be done.

 

It all started with a rebuilt transmission they installed. After it was installed they had a service bulletin to do; which required moving a couple of wires on the PCM. The directions they had were very good. In fact, it had detailed photos along with the instructions to make the update. They tried to do it, only to find out one of the wires didn't match the drawings. (There was a year difference between the directions and the actual year of the truck.) Instead of going any farther, they sent me the truck to see if I could help them out with the update. When the PCM was plugged back in with all the wires back in their connectors, the truck wouldn't start. Now, instead of driving it over, they had to tow it.

 

The truck showed up the next day, not a pretty sight to say the least. It had over 250,000 miles on the odometer, with bent and twisted body parts. The driver's door was sagging to the point it would catch the fender every time you opened the door. Not exactly a fine ride, but as a work truck … it'll do. The shop owner explained the problem to me, and told me he needed it back as soon as possible.

 

You know, it's not that "Murphy" hangs around my shop, but he sure wanted me to earn my keep on this one. Some day I'm going to have a little "communication" with Murphy himself. He really knows how to make things tougher than they need to be.

 

I hooked up the scanner to see what was going on. Although it had perfect communication with the ABS, the Airbag system, and class 2, it could not connect to the PCM. No communications flashed on the scanner's screen. My first thoughts were the wires were not back in correctly, or one had pulled out when they re-connected the computer. That's where the fun began. Every single wire was not only in the correct spots, but all the powers and grounds were there. I've seen these problems before, and it almost always turns out to be a corrupted, or lost, data line. Now of course, there are a few other possibilities, but the data line is usually where I go first.

 

My method of checking for this kind of problem is to cut the data line between the computer and the ALDL 16 pin connector. Then run a bypass line from the PCM directly to the ALDL, and check the data line again. This time that didn't work… still nothing. I re-checked the powers and grounds. They were as good as the first time I had checked them. Now things are getting a little serious. Time to check it with the scope. After verifying the voltages and ground signals (again) with the scope; I looked for a scope reading for the actual data line. Oh, oh… flat line, it's a bad PCM. I haven't a clue what they could have done to the computer from just changing a wire or two, but it sure was dead. I called the shop owner to let him know.

 

"I'll bring another one tomorrow morning," he tells me.

 

The next day a "salvage" computer was dropped off at my shop. Without hesitation I popped it into the truck, turned the key on, and ran it through security setup. (Thinking I'm done, and there wasn't any reason to check any farther.) But, it still wouldn't start. Ok, what's the deal? Did I miss something? Now I'll have to re-check everything I just did yesterday, again. I checked the powers and grounds, and all the other wires and connections this time. But there still wasn't any communication with the computer. Could it be another bad PCM? It sure seemed that way. I'll have to call the shop owner and let him know what I found out. This time he decided to go to one of the discount parts stores, (where he gets his parts from), and pick one up.

 

Here I go again… another computer and another failed attempt at communication. Not that I wanted to spend the rest of the day doing all the tests over, but there had to be something I was missing or a really good reason for this catastrophe. Before calling the shop owner again I wanted to make absolutely sure there were no mistakes in my results. I just so happened to have an extra set of connectors off an old harness from a car I salvaged out.

 

I made up a set of bench test plugs. The connectors are clearly marked with the color and the numbered connection pins. To get the PCM to talk on the bench, all I needed were the positive and ground leads and of course that very important data line installed into the test plugs. This way, I could bench test the PCM without interfering with the wiring in the truck. A simple scope reading could tell me what was going on. No communication should be a thing of the past now.

 

I wasn't a bit surprised… the weirdness continued. This PCM doesn't even turn on, completely dead. I re-checked my pin positions several times, I was absolutely sure I had them right. It can only mean one thing… another bad computer.

 

Would you believe this went on for 3 more times? Yes, yes, it did. Each time he would bring me another computer, I would check it with my little bench plug set up. Each time it did the same thing. I couldn't be sure but there's a pretty good chance he wasn't communicating his needs to the part store. When the part store checks the flash program in the PCM they are NOT using the same leads that the actual truck uses. Only one positive lead and the data line are the same. Their pin configuration for reprogramming at the store is almost completely different from the trucks!

 

Finally on the 6th try I got what I wanted… COMMUNICATION! WHOO HOO! I can't remember a job that I went over the same test procedures so many times just to get the results I expected. There's that old saying; "Doing the same thing over and over again and expecting different results is the definition of crazy." Oh yea, I was totally feeling the "crazy" on this job.

 

There was a point where I started doubting myself, but I stuck to the test results and double-checked my work each and every time to make sure I had it right. Even though the shop owner was getting concerned that I may not solve his problem; he made the commitment to stick with me. We've done a lot of work for each other over the years, and he was confident that I'd find the problem.

 

I'm glad he let me stay at it… he put a lot of trust in me to get the job done. Even though we had a language barrier between the two of us, the main language barrier was actually the computer not communicating. I could barely understand what the shop owner was telling me, but I'm sure that PCM couldn't understand either Spanish or English. For me, this one took a lot of composure to get it done. After seeing so many bad computers in a row, (I still think it was the same PCM from the part store) you can imagine how frustrated I was getting.

 

In every different direction there was a communication problem. From the shop owner, the part store reflashing the PCM and the bench test that I used. I may not speak Spanish, but I can speak a little computer. I guess in some way, I really am bilingual.

 

 

 

Thanks for reading my stories, with all their usual grammar mistakes and writing issues. That's what I have editors for ... LOL Not all stories make it to print, and you help make that decision. Before the stories are sent to my editors, I send them here. (and save them on my website too)

These stories are here for your enjoyment, leave a comment... always love to hear from everyone.

Don't forget to check out my website for even more stories, photos, and information. www.gonzostoolbox.com Have a great day....! !


View full article

Edited by Gonzo
Link to comment
Share on other sites










Sorry Joe, just about impossible to charge enough on jobs like this. At least it doesn't happen very often.

 

Another day in the trenches I guess. Gonz

 

Wow, that would have drove me crazy! You must really know your stuff, you stuck with it with conviction.

 

Hope it was worth it $$$$$, becuase you deserve it...

Link to comment
Share on other sites

  • 2 weeks later...
  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
  • Similar Topics

    • By carmcapriotto
      In this episode, Hunt sits down with Jay Huh, a down-to-earth auto repair shop owner from North Carolina who's also a skilled public speaker, coach at Shop Fix, and even a pilot. Jay spills the beans on how he landed a speaking gig at the VISION Hi-Tech Training Expo with just a month's notice and why he's all in on making the auto repair industry better for everyone. His real talk and practical advice are not just about fixing cars but fixing the business side of things too.
      Here's a quick rundown of what Jay shares:
      • Passion Over Profit: Jay opens up about his journey from the brink of personal and professional disaster to finding his purpose in the auto repair world. He's all about giving back, stressing that making a profit shouldn't be a taboo topic.
      • Work-Life Balance: He dives into how he restructured his business to not only be more profitable but to also have time for what matters most — family. Jay is proof that you can have your cake and eat it too, running a successful shop without sacrificing every waking moment at work.
      • Financial Savviness: With a straightforward chat about managing finances, from rebate checks to navigating economic uncertainty, Jay offers his two cents on keeping your shop afloat and thriving, no matter what the market throws at you.
      Thanks to our partners, NAPA TRACS and Promotive
      Did you know that NAPA TRACS has onsite training plus six days a week support?
      It all starts when a local representative meets with you to learn about your business and how you run it.  After all, it's your shop, so it's your choice.
      Let us prove to you that Tracs is the single best shop management system in the business.  Find NAPA TRACS on the Web at NAPATRACS.com
      It’s time to hire a superstar for your business; what a grind you have in front of you. Great news, you don’t have to go it alone. Introducing Promotive, a full-service staffing solution for your shop. Promotive has over 40 years of recruiting and automotive experience. If you need qualified technicians and service advisors and want to offload the heavy lifting, visit www.gopromotive.com.
       
      Paar Melis and Associates – Accountants Specializing in Automotive Repair
      Visit us Online: www.paarmelis.com
      Email Hunt: [email protected]
      Get a copy of my Book: Download Here
      Aftermarket Radio Network
       
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thanks to our Partner, NAPA Autotech napaautotech.com
      Matt Fanslow and Tanner Brandt discuss the nuances of automotive training and education. They emphasize the importance of selecting relevant classes that address specific areas of struggle within the industry, such as diagnosing parasitic battery drains. They highlight the complexities of troubleshooting and the limitations of current diagnostic tools, underscoring the need for better vehicle monitoring. The conversation also touches on the importance of networking and knowledge sharing, as well as the value of stepping out of one's comfort zone to explore new areas of learning at training events.
      Importance of selecting classes and getting the most out of training events in the automotive industry Choosing classes based on areas of struggle and seeking advice from experienced instructors Different phases of attending training events Value of soft skills and communication courses in the automotive industry Impact of quality training programs offered by NAPA Importance of ongoing training to keep up with evolving vehicle technology Importance of specialized training, particularly in the area of electric vehicles (EVs) Value of specialty classes focused on specific vehicle brands Importance of networking and staying engaged during training events Challenges faced in diagnosing automotive issues, particularly related to parasitic battery drains  
      Thanks to our Partner, NAPA Autotech napaautotech.com
       
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Aftermarket Radio Network: https://aftermarketradionetwork.com/
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
      In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching introduces his upcoming book designed to help auto repair shop owners enhance their businesses. The book, tentatively titled "The Auto Fix Auto Shop Coaching Owner's Guide to Everything You Didn't Know About Running a Successful Auto Repair Shop," covers topics like goal setting, financial management, staffing, and adapting to future technologies. Cotton invites shop owners to contribute suggestions and request a free copy. The episode, sponsored by Shop Marketing Pros, aims to motivate the bottom 50% of shop owners to grow and succeed in their industry.
      Chapter 1: What Do You Want as a Shop Owner? (00:02:13) Discusses the different goals and aspirations of shop owners and the importance of defining personal success.
      Chapter 2: Define Your Goals (00:03:08) Highlights the process of setting smart goals, understanding business variables, and keeping an eye on market trends.
      Chapter 3: Barriers to Coaching (00:04:13) Explores the common barriers that prevent shop owners from seeking coaching and offers solutions.
      Chapter 4: Essentials of Being a Successful Auto Repair Shop (00:05:20) Covers the foundational aspects of running a successful auto repair shop, including meeting customer needs and financial stability.
      Chapter 5: The Importance of a Good Chart of Accounts (00:06:18) Emphasizes the significance of a well-maintained chart of accounts for financial management and streamlining.
      Chapter 6: The Vital Role of the Income Statement (00:07:26) Focuses on the income statement and its importance in financial review and standardization.
      Chapter 7: Determining the Right Car Count for Success (00:08:30) Addresses the misconception of needing more cars for sales goals and the importance of optimizing existing processes.
      Chapter 8: The Heartbeat of Auto Repair Businesses (00:09:33) Explores profit centers, margins, and the road to financial health in auto repair businesses.
      Chapter 9: Guest Chapter on Car Count and Marketing (00:10:38) Features insights from a guest expert on car count, marketing, and branding for auto repair shops.
      Chapter 10: Profit Margins and Parts Matrix (00:11:43) Delves into profit margins, parts matrixes, and strategies for maximizing profits in auto repair.
      Chapter 11: Cash Flow (00:12:32) Discusses the unique challenges of cash flow management in auto repair businesses and offers solutions for improving profitability.
       
      Connect with Chris:
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      It's time to find the hidden costs of 'busyness' in auto repair shops. It's not just about the work you do; it's about the work you're actually getting paid for. Measuring technician productivity is crucial - because if you're not measuring it, you can't manage it. It's a wake-up call for shops everywhere to stop leaving money on the table. Bill Haas, Haas Performance Consulting, Bill’s previous episodes HERE. Murray Voth, RPM Training. Listen to Murray’s previous episodes HERE Maylan Newton, ESI- Educational Seminars Institute. Maylan’s previous Episodes HERE Show Notes: The Importance of Shop Productivity (00:01:41) Discussion on the significance of measuring productivity and ensuring work is paid for. Challenges in Understanding Business Numbers (00:05:39) Discussion on the lack of understanding of business numbers and pricing strategies in the automotive industry. Implementing Time Clock Management (00:09:12) The importance of implementing time clock management and its impact on shop productivity. Setting Expectations and Accountability (00:11:14) The need for setting expectations and holding employees accountable for their performance. Challenges in Coaching and Accountability (00:12:25) The difficulty in coaching individuals who resist change and accountability in their business practices. Labor Rates and Coaching (00:18:40) Discussion on the impact of labor rates and the value of coaching in the automotive industry. Comparing Labor Rates (00:20:17) Debate on the practice of comparing labor rates and the importance of charging enough to pay employees. Technician Interviews and Billing (00:21:50) Perspective on technician interviews and billing practices, including misconceptions and lack of understanding. Business Education and Financial Planning (00:26:01) Importance of business education, financial planning, and understanding where the money goes in an automotive shop. Year-End Spending and Tax Strategies (00:27:16) Discussion on year-end spending, tax strategies, and the significance of paying fair taxes. The value of pricing (00:35:42) Discussion on the importance of presenting value over price in a competitive marketplace. The market for different pricing strategies (00:39:18) Highlighting the existence of markets for both top-tier pricing and lowest cost options, with a comparison to the tool market. The challenge of selling value (00:40:10) Debating the myth of offering better value and emphasizing the importance of growth and selling maintenance services. Defining fair pricing and value (00:40:40) Challenging the concept of fair pricing and discussing the perception of value in the eye of the beholder. Improving customer communication and value presentation (00:41:07) Emphasizing the importance of showcasing the quality of services, such as brake jobs, and the value they provide to customers. Challenges in selling diagnostic services (00:43:00) Discussion on the difficulties in selling diagnostic services and the need to shift from focusing on hours to tangible products and value. Efficiency in customer interactions and value communication (00:46:12) Emphasizing the need for efficient information gathering and value communication to customers during the intake process. The need to change industry mindset (00:52:07) Encouraging a shift in mindset within the automotive repair industry to drive change and success. The shop's transformation (00:54:08) Discussion on the positive changes and experiences after implementing changes in the shop. Clientele shift (00:55:00) The impact of changes on the clientele and the feedback received from customers. The value of preaching (00:56:06) Exploring the significance of preaching and the positive outcomes it brings in terms of leadership and company growth. Reward and challenges (00:57:00) Acknowledging the challenges and rewards of making significant changes in the business.
      Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Connect with the Podcast -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter (X): https://twitter.com/RResultsBiz -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections        
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors










×
×
  • Create New...