Quantcast
Jump to content

Found it On The Internet ---- Information sources, can they all be trusted

Gonzo

By Gonzo
in AutoShopOwner Articles

 Share

Recommended Posts

Gonzo Grand Master

Gonzo

Posted
Posted

Found It On The Internet

A customer comes into the office the other day with a hand full of papers about his car. Each page was full of information and diagrams pertaining to a repair he wanted done. He was extremely proud of himself, and proceeded to tell me how he found this wealth of knowledge on the internet.

 

You know, I think the internet is great, super in fact. (Imagine what it will be like in the future.) I use the internet all the time myself. I attend automotive classes, buy things, watch videos, chat with friends, emails, etc… It's endless what you can find or do on the net. But, I draw the line at some of the sites that give out information to the unsuspecting public, and inform them they have found some miracle cure for a certain aliment on their car.

 

Perhaps, some of it is useful. Perhaps, some of it is better information than I gather from all my technical resources and the manufacturers, but I'd rather check the source before calling something I found on the net as the all knowing, never to be doubted information for automotive repair. Let's just say, I'm more than a little skeptical.

 

Needless to say this guy was insistent I take a look at his information, and read up on what I was to do. Turns out, what he was looking at was some sort of way to correct a faulty dash circuit in a Lexus. All the pages were of photographic quality and very detailed in the descriptions on how the repair was to be made. From the few quick skims I took of the information, it appeared to be a bypass to the dash circuit by soldering a wire from one part to another.

 

The one thing I thought was a little quirky was the solder gun the demonstrator was holding in the photos. It was an old Weller soldering gun, the kind with the little light bulb sticking out below the soldering tip. I haven't used one of those in years. Oh come on, you're going to solder a little circuit lead with the bulbous end of one of these relics?

 

These days I've got everything from desk top, high powered dental tip soldering guns that will get hot in about 3 or 4 seconds to the butane portable units that have several different tips. Those old Weller's were great for putting together your electric erector set motor leads, but I certainly wouldn't use one on a tiny solder joint on a modern circuit board.

 

I pointed it out to my all-so-proud/all-knowing customer, but he didn't see it as a problem. He was more interested in the results that were on the last page of his internet find. I, on the other hand, wanted to know what information other than these few pieces of paper he had that could back up his claim that this was going to fix his problem. Furthermore, was his problem even in the dash to begin with?

 

"Sir, I really think I should test your car, before I take the dash out," I told him.

 

"No, I've already had it checked out at the dealership. They want to sell me a new dash, and I'm not doing that. It's way too expensive. That's why my friend and I found this on the internet. I'm absolutely sure this will fix it."

 

I read the material he brought a little more carefully, and I'll have to admit it did sound convincing, but I still had my doubts. I've run across these "wonder-cures" on the net before. Quite frankly, I don't think I want to try them on a customer's car. They're more of a curiosity to me. I do believe there are smarter people out there who can surpass the design ideas of the car manufacturers, but I don't think these people are dumb enough to give away their "great-idea" to the mass market for free.

 

"I'll even take the dash out and bring it to you," my proud customer went on to tell me.

 

Now, there's a kick in the old tool box for ya. He's going to help me out, and bring me the dash. Well, well, well… the one thing that is probably the "most likely not" to get screwed up in this whole ordeal is the one part he wants to help me with.

 

"Sir, if you've got the dash out, and you have these drawings and directions, why don't you get a soldering gun and make the repair yourself. You don't need me for any of this; you've got all the directions right here to do it, and they seem easy to follow. All you need is one of these old Weller soldering guns, and you could copy the procedure exactly," I said while pointing at the smoke coming off of the solder gun in the photos.

 

"No, I'd rather have a professional do it."

 

I guess that means me. Now I've exchanged a lot of dashes in my time, and I've even soldered a few joints back together. I've also swapped a few stepper motors for gauges and things like that. But to take advice from an internet source that I know nothing about… hmmm… I think not. I can't imagine what "professional" would take on a project based on the information I had in front of me.

 

Let's think about this for a minute. There is some sort of odd ball directions found on the internet by a customer, who is offering to remove the dash and bring it to you…BUT, he wants you as the "professional" to solder the wires onto his expensive dash. Really? I think I can guess the eventual outcome of all this. I'll bet he wants the "professional" to take the blame and responsibility if it doesn't work the way he expects it to after the Weller soldering job is done. Even if he says, "I'll take the responsibility." Believe me, if it doesn't work… it's your smoking solder gun he's going to point the blame at.

 

"Sorry sir, that's not going to happen, I would rather diagnose it, repair it, or replace the dash according to the information I have. I can't take the word of some website this is going to work. The responsibility is not theirs to make sure this is fixed correctly--it's mine. You're just assuming this information you found on the internet is correct. I can't take the chance, even if you tell me that you wouldn't hold me responsible if it didn't work. I'm still not going to do it, sorry."

 

With that my proud customer gave me the stare of shame. Oh you know the stare… that glare from across the room, the mumbling under their breath and the snarling Elvis lip quiver. Yea, I've seen it before; sorry it still isn't going to make me try some internet voodoo on your car, buddy.

 

After the usual "customary-length" stare and glare were over, he gathered up his paper work and headed out to his car without another word.

 

I don't know what he ever did, for all I know he found somebody else to do it. At least it wasn't me. Maybe if I do some checking myself I might find out this guy was right and it really did work.

 

At least then I could say… "I found it on the internet."

 

 

 

 

 

Thanks for reading my stories, your comments are more than appreciated. In fact, it's how I decide which ones will go on to the editors for publication. So definetly leave a comment. Don't forget to stop by my website for more stories, information and wacky car photos. www.gonzostoolbox.com


View full article

Gonzo Grand Master

Gonzo

Posted
  • Author
Posted

All the time ... all the time... An even better situation is the customer who buys a car over the internet because it's such a great deal. Then when they get my estimate their friendly little story about such a good deal becomes, "You've got to be kidding me! I think you're just trying to rip me off!" Just like the guy in this story, good things don't come cheap, and the internet doesn't guarantee you'll get what ya paid for. LOL

 

 

 

 

Gonzo have you ever had people come in an tell you what they think is wrong with their car because they read it on the internet. When it is all said and done you find out that the problem was nothing closed to what they were talking about. Those are some of the worst customers of all.

Gonzo Grand Master

Gonzo

Posted
  • Author
Posted

You guys know exactly what I was getting at with this story. I'll have to admit, the direction I took with this guy did not end up with a paycheck, however, I didn't need to worry about a repair that I was not comfortable with. These so called experts and internet wanna-be's really get my blood to boil too Joe. I think the research and information on the net is super.... IF.... taken in the right context.

 

We all want to make sure we are not getting screwed over, but for heavens sake.... verify your information.

I'm a car doctor, sure, but I'm not the "All-Mighty-Know-Everything-About-Cars" guy. I make mistakes too. The problem I see is that I know I'm capable of mistakes, I know I can get something diagnosed wrong.... AND... when someone comes in and tells me that their thermostat is going to fix their problem... the mistake has already been made for me. Now...I'm just a stupid idiot that couldn't get a job doing something else ... or as they may think... THAT'S why I WILL NOT DO these type of jobs.

 

Don't make me look stupid... I'm perfectly capable of doing that myself.

 

It is not only from the internet but we get it all the time from so and so told me. 90% of the people calling to our shop for a price on a thermostat to fix an overheating problem do not have a thermostat problem. Some will listen to us when we talk to them but some are convinced that all we are trying to do is sell them repairs they don't have to have. The truth is we are wanting to help them fix the problem and if we replace the thermostat first they may not have enough money left to do the needed repair.

 

It often goes like this, my brother-in-law who works at Toyota told me. Then you find out that the brother-in-law does cleanup and detailing or he is a salesman.

Brianp Enthusiast

Brianp

Posted
Posted

Thats part of the reason why I feel we need some sort of regulation were we have to be licesened or certified or at least insured. That way the shade tree or crap shops will get fined or punished for doing the crappy work i see and refuse to fix.

Gonzo Grand Master

Gonzo

Posted
  • Author
Posted

Nice thought Brian, probably will never happen. As long as there is a place to buy parts and a place to buy tools... people will be "shade-treeing" their cars.

 

Imagine it this way... hundreds of years from now. A guy is standing in front of an Autozone, with a lazer wrench installing a phase shifter, while using the on-board GPS to locate the nearest solar flare to generate the sub-partical fusion reactor. All this to avoid dealing with the dealership or independent repair shop. Because he is either trying to save a buck, or wants to do the repairs himself. So it really doesn't matter if it's a phase shifter,a starter, or some obscure dash problem on a Lexus. People will try to fix it themselves. Always have, always will.

 

LOL... as long as there are people and personal transportation.... somebody out there will think they can do it smarter and better than you or me... It's just a part of the business.

 

Thats part of the reason why I feel we need some sort of regulation were we have to be licesened or certified or at least insured. That way the shade tree or crap shops will get fined or punished for doing the crappy work i see and refuse to fix.

Brianp Enthusiast

Brianp

Posted
Posted

Someone told me in canada u have to be licensed and insured or its against the law. That would be nice if enforced.

Gonzo Grand Master

Gonzo

Posted
  • Author
Posted

Yes, I believe that's the law, also, in Florida they are trying to pass a state law making in "unlawful" to repair cars in front of your house or in the driveway. All work must be done inside a home garage or at a approved facility (such as a regulated repair shop/ garage) The garage has to meet certian criteria to qualify or they are subject to fines until such time as they bring up their standards. These standards also apply to your home garage not just professional garages. Things like safety equipment, proper waste disposal, etc...

 

I'm watching the Florida law closely and see if it passes, or gets cut up into something else. Gonz

 

Someone told me in canada u have to be licensed and insured or its against the law. That would be nice if enforced.

Brianp Enthusiast

Brianp

Posted
Posted

Im all for it as long as its enforced and does not just raise our costs while leaving the "bottomfeeder" garages alone.

 Share
Go to topic listing

  • Available Subscriptions

    See all Subscription Plans

  • 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
         0 comments
      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.

  • Similar Topics

    • Riccardo
      Why Are Modern Vehicles So Expensive to Repair?
      By Riccardo

      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.

    • Riccardo
      In a car, how do you approach a tire with a bubble in the sidewall?
      By Riccardo

      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.

    • Joe Marconi
      Stop Chasing Car Count
      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.

    • carmcapriotto
      When Personal Stress Walks Into the Shop: How Leaders Protect Performance [THA 487]
      By carmcapriotto
      Thanks to our Partners, NAPA TRACS, Today's Class, KUKUI, and Pit Crew Loyalty Watch Full Video Episode Are you tired of telling your staff to “leave their problems at the door”? The reality is, what happens outside the shop often follows employees into the bays, the service counter, and every customer interaction throughout the day. Financial pressure, family struggles, burnout, stress, and emotional fatigue all impact confidence, communication, productivity, and sales performance, whether leaders recognize it or not. In this insightful episode, Rena Rennebohm, CEO of Empowered Advisor, and service advisor coach and shop owner Rachel Spencer, challenge the old-school mindset of “leave your problems at the door” and explore what modern leadership really looks like in high-performing repair shops.
      The strongest shops aren’t built only on process and productivity; they’re built on leaders who understand people.
      What You’ll Learn
      How personal stress impacts sales performance and customer communication Why technician morale directly affects advisor confidence and trust The connection between emotional stability and shop productivity How great leaders identify performance struggles before KPIs decline Why empathy and accountability must work together The importance of daily check-ins and emotional awareness How negativity spreads through shop culture and how leaders can stop it Why “soft skills” have become essential leadership skills in auto repair
      When employees feel supported, understood, and valued, communication improves, confidence grows, and performance follows. This episode offers practical insights for shop owners and managers who want to protect team performance, strengthen culture, and lead more effectively in today’s high-pressure auto repair environment.
      Rena Rennebohm, CEO and Creator of Empowered Advisor. Rena’s previous episodes HERE. Rachel Spencer, Spencer’s Auto Repair, Krum, TX. Rachel's previous episodes HERE 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: Visit the Website:https://remarkableresults.biz/ Subscribe on YouTube:https://www.youtube.com/carmcapriotto Follow on Facebook:https://www.facebook.com/RemarkableResultsRadioPodcast/ Follow on LinkedIn:https://www.linkedin.com/in/carmcapriotto/ Follow on Instagram:https://www.instagram.com/remarkableresultsradiopodcast/ Join Our Virtual Toastmasters Club:https://remarkableresults.biz/toastmasters Join Our Private Facebook Community:https://www.facebook.com/groups/1734687266778976 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 Podcastwith Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion.https://remarkableresults.biz/ Diagnosing the Aftermarket A to Zwith Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life.https://mattfanslow.captivate.fm/ Business by the Numberswith Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest.https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcastwith 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 Blitzwith Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching.https://chriscotton.captivate.fm/ Speak Up! Effective Communicationwith 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
    • DavisL
      Free EV repair directory, would your shop benefit?
      By DavisL
      Hey all, Davis here, new to the forum. I built evqualified.com, a free directory that helps EV owners find shops based on verified credentials (ASE certs, EV training, high-voltage safety) instead of reviews or paid ads.
      EV ownership is growing fast and most owners have no idea where to take their car. They don't trust Google reviews to tell them who's actually qualified to work on a 400-800V system. That's the gap this fills.
      If your shop does any EV or hybrid work, even basic stuff like 12V batteries, brake service, tire rotation. You qualify for a listing. Takes 2 minutes to check if you're already on there or submit your shop. Here's the link https://www.evqualified.com/for-shops
       
      Curious to hear from anyone doing EV work:
      Are you seeing more EV customers coming in?
      What's the biggest challenge with adding EV service to your shop?
      Would a credential-based directory actually help you get more EV business?

      No cost, no catch. Just trying to build something useful for the industry. Again, here's the link to get added to the site https://www.evqualified.com/for-shops.
      Thanks!
       


  • Joe Marconi

    Marketing Strategies To Attract and Retain Your Ideal Customers

    By Joe Marconi, in Automotive Marketing,

    1 comment 7,923 views
    Joe Marconi

    Every shop owner tracks gross sales. But is that really the number you should be focused on?

    By Joe Marconi, in Joe Marconi's Tips and Articles,

    0 comments 1 33 views
    Joe Marconi

    Five Proven Tips to Improve Your Bottom Line

    By Joe Marconi, in Selling Automotive Repair,

    1 comment 8,448 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...