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Communication, Communication, Communication

Gonzo

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Gonzo Grand Master

Gonzo

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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....! !


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Edited by Gonzo
Gonzo Grand Master

Gonzo

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Posted

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...

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    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
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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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      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/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Thanks to our Partner, KUKUI Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. Get industry-leading customer support with KUKUI at https://www.kukui.com/ Thanks to our Partner, Pit Crew Loyalty You’re probably tired of chasing new customers who never return. We understand. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/ Connect with the Podcast: - Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ - Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters - Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 - 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: https://twitter.com/RResultsBiz - Visit the Website: https://remarkableresults.biz/ - 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 - Special episode collections: https://remarkableresults.biz/collections - The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/ - Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ - Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ - Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ - The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ - The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ - Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm     Click to go to the Podcast on Remarkable Results Radio


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