Quantcast
Jump to content


    • You can post now and register later. Already registered? sign in now to post with your account.
    • ×   Pasted as rich text.   Paste as plain text instead

        Only 75 emoji are allowed.

      ×   Your link has been automatically embedded.   Display as a link instead

      ×   Your previous content has been restored.   Clear editor

      ×   You cannot paste images directly. Upload or insert images from URL.


      Once you submit your question, a new topic will be created for you in our forums. Our moderators may move your topic to a more suitable forum category if one exists. Members will see your topic and be able to respond to your question.

    • This will not be shown to other users.
Gonzo

Article: Be Professional - - - Yes, there's unscrupulous business professionals everywhere

Recommended Posts

Be Professional

 

 

 

The definition as Wikipedia describes it: "A professional is a person who is paid to undertake a specialized set of tasks,and to complete them for a fee." That's true, and "professions" are associated with some sort of recognition that quantifies them as a professional, such as a diploma, certificate, or degree.

 

 

In the automotive field an ASE certification, manufacturer certifications, or years of service are just some of the ways to distinguish one as a pro vs. a parts swapping wanna-be mechanic. But the mere fact of calling oneself a professional doesn't always add up to the degree or certificate that says you are one. In my opinion, handling yourself as a professional matters just as much.

 

 

I try to approach each and every job as a professional. These include detailing your results and striving to make each repair look as neat and orderly as possible. (Sloppy work usually means sloppy results.) It doesn't matter whether the job is for a customer off the street or for another repair shop… you do the best professional job possible.

 

 

I recently got a car from a small motor swap shop that I used to see once in a great while. They never sent a lot of work, but their techs would call me constantly asking for information on how to repair something. Very rude, and definitely a second rate repair shop. Grudgingly, I told them I would look at this car, even though it didn't sound like one I wanted to deal with. The car had a zillion miles on it with a turbo/intercooler engine under the hood. The car definitely had seen better days, however this was the typical type of car they were likely to get in their shop.

 

 

Under the hood I found a lot of new parts slapped on and several things out of place,most of which were not fastened down correctly with their retainers or clips. What wasn't broken or out of place was coated with oil sludge and dirt. You could tell they had no idea what was wrong or what they were doing, and were only throwing parts at it hoping it would start.

 

 

The first thing I found were several wires that were poorly spliced together, and most of the relays were dangling off their brackets. I had to fix the wires even before I could check the rest of the systems. The main complaint was the fuel pump wasn't coming on. They had already changed out the fuel pump relay, and even though (at the relay) it had all the correct signals, it refused to cooperate. What I found was something I rarely see, but it does happen… the relay was built backwards. For now, the easiest solution was to reverse the leads at the relay. Once I switched it over, the car started. It ran terrible, service light was flashing,and a misfire code was stored.

 

 

Upon further diagnosing, I found a broken wire at the no#1 coil. The front cylinders were a little easier to get to, but the no#1 cyl. was in the back,covered by all the intercooler and intake tubes. I had the O Scope hooked up to a pressure transducer, and it was showing some weird exhaust pressure readings. Sure enough, a compression test on one of the front cylinders confirmed my suspicion: the converter was clogged as well. I wasn't surprised that the sparkplugs were, at best... finger tight, and every single intake bolt, intercooler bolt, and fasteners had never been properly tightened. Instead of pulling the intake section and intercooler lines off to get to the no#1 cylinder and fix the wire, I thought it's time to call these guys and give them the news.

 

 

"We can handle it from here," they told me.

 

 

They paid for my time, and as expected it wasn't long before they needed more help. They had already fixed the wire on the coil and replaced the converter.It started, but died shortly after that. They were at a loss, so naturally I got a call. I could tell there was already some tension from their end of the phone, and I was going to be the scapegoat for this car's demise.

 

 

"I'd check the fuel pressure... sounds like that might be part of the original problem, before all this other stuff went wrong," I told him before he rudely hung the phone up.

 

 

I went over my test results again. My guess is they probably broke the wires while changing the plugs, and only made things worse by changing the relays. More than likely the fuel pump was the original problem all along, with a slightly clogged converter.

 

 

I always thought these guys were a little shifty, and it wasn't long before I found out for sure. Their tech needed to save face with the boss,so he proceeded to tell him I didn't know what I was doing, and never did anything to help the repair along. The owner turned out to be just as unprofessional as his hired hands. What was my clue? He stopped payment on the check.

 

 

You bet I was furious... but, let's cool down a bit and not stoop to their level… let's be professional about this. I kept my cool and called them, "I'm not here to lie, cheat or steal...and I've never-ever done that to you or anyone else. I'm here to do a job… a job I do with the utmost of care. Your lack of handling things in a professional manner only shows me what caliber of a person you really are. If you had a problem, call me or bring the car back. But trying to save a few bucks on your part after the efforts I put in this is uncalled for. I don't want your money. I also don't want your techs calling me to pick my brain for answers. It's not about the money now, it's about the principle."

 

 

I said my peace, and hung up the phone…case closed. Shops like these give the rest of us a bad name. They'll deny everything, charge for anything, and never do any service on a customer's car in a professional manner. I could tell they expected an argument once they realized who was on the other end of the line, but they weren't expecting the response I gave them. It's as if they hada lot of practice arguing with customers over repairs… I'm not arguing…

 

 

Actually, I felt a hundred percent better after handling it this way. I didn't see any reason to stand there toe to toe, and try to get compensated for my professional time. My professionalism means more to me than a few bucks. Let's face it, for a repair shop to insult another shop, especially when they couldn't figure it out shows their true nature.

 

 

The Wikipedia definition of a professional needs some clarification. It should have included not only doing a task or job for compensation… but acting like one after you've written the check.

 

 

Who loses out with these poor repairs done by mechanics who only know how to swap parts? …unfortunately, the customer.

 

 

Click here to view the article

Share this post


Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Edited by Spence

Share this post


Link to post
Share on other sites

  • Similar Topics

    • By Joe Marconi
      As we celebrate July 4th with family, friends and barbecues, let us remember and reflect on the meaning of this day; Independence Day. The day that represents the Declaration of Independence and the birth of the United States of America as an independent nation.

    • By AutoShopOwner
      Advance Auto Parts Expands TechNet Program with New and Enhanced Offerings for Professional Shop Owners Improvements designed to help strengthen relationships between shops and customers
      RALEIGH, N.C.--(BUSINESS WIRE)--May 29, 2019-- Advance Auto Parts, Inc. (NYSE: AAP), a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers, is introducing new benefits and enhanced offerings to TechNet Professional members in 2019. These new benefits and offerings include insurance and affinity benefits, enhancements to the nationwide warranty, digital menu boards, a TireAmerica.com partnership and a TechNet-branded Virtual Vehicle tool.
      TechNet is a business solutions partnership program from Advance designed to help independently owned repair facilities grow their business and develop customer loyalty while maintaining their own identities and serving their local communities. More than 10,000-member shops across the United States and Canada are part of the TechNet banner program creating a trusted network of automotive repair shops across North America.
      “We continue to listen to our TechNet members, many of whom have been partners of the program for more than 20 years, and are leveraging the feedback of shop owners and operators to introduce new benefits and optimize the banner program,” said Walter Scott, Senior Vice President of Professional Marketing and Programs at Advance. “TechNet is a key component of delivering the right experience and solutions to Professional customers. Ultimately, we strive to help our customers serve their customers better and grow their business as independent operators.”
      The launch of a new insurance and affinity benefits program was a top priority to current TechNet customers. The insurance benefit program enables TechNet member shops to access health insurance plans for the individual, family or small business, including medical, dental, life, prescription discounts, disability and pet insurance. Business coverage, as well as HR and payroll services, launched in May.
      Among the new enhancements for 2019, TechNet’s nationwide warranty has been simplified for an improved customer experience for both motorists and member shops. When motorists have service and repairs performed by an authorized TechNet professional service facility, they are covered by a nationwide limited repair warranty that extends across North America for 24 months or 24,000 miles, whichever comes first. At the same time, TechNet also increased value for member shops by increasing the rate paid for local labor reimbursement claims.
      The TechNet digital menu board is a new benefit included in membership that displays the shop’s services and pricing, as well as educational programming related to car maintenance and care, on a smart TV in the customer service area of a TechNet member’s shop. This digital menu board is customizable, enabling shops to make updates in real time to showcase their offers, and TechNet can also provide custom content tailored to the shop’s program preferences.
      TechNet’s new national installer program partnership with TireAmerica.com gives shop owners the ability to offer their customers access to Tire America’s inventory for a wide range of vehicles. This partnership allows customers to select the necessary tires for their vehicle online, with Tire America shipping the tires directly to the TechNet shop for installation.
      Virtual Vehicle, another important element of TechNet, supports the service recommendation by bringing the inspection results to life via vehicle system animations that illustrate the cause and effect of each problem. The inventory of more than 400 animations can be viewed in the shop lobby or can be emailed or texted to the customer allowing them to make an informed decision with confidence. Virtual Vehicle is also integrated with several shop management systems that enable the animations to be included in a regular communication process, and can easily sent to a customer via text or email. Finally, a customized loop of animations can be served on a lobby monitor or embedded in the shop website providing customer education opportunities.
      “The enhancements introduced recently are programs that truly benefit our business,” said Christa Browne of Dave’s Automotive in Stockertown, Pa. “For example, increased labor rate reimbursement for warranty items speaks volumes to Advance’s commitment to bring us the best quality parts backed by the best industry warranty. We’re keeping our customers very happy knowing we stand by our work. That is commitment.”
      For more information about TechNet and other services available from Advance, visit technetprofessional.com or call 1-877-280-5965.
      About Advance Auto Parts
      Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers. As of April 20, 2019, Advance operated 4,931 stores and 146 Worldpac branches in the United States, Canada, Puerto Rico and the U.S. Virgin Islands. The Company also serves 1,238 independently owned Carquest branded stores across these locations in addition to Mexico, the Bahamas, Turks and Caicos, British Virgin Islands. Additional information about Advance, including employment opportunities, customer services, and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.
      View source version on businesswire.com: https://www.businesswire.com/news/home/20190529005545/en/
      Source: Advance Auto Parts, Inc.
      Advance Auto Parts Contact:
      Media Relations
      Darryl Carr
      T: (540) 589-8102
      E: [email protected]
      Investor Relations:
      Elisabeth Eisleben
      T: (919) 227-5466
      E: [email protected]
    • By Junior
      There is a software package called Complete Auto Reports (CAR), based in NJ. Wondering if anyone is using this software or demoed it? I reached out to them a few months ago to see the software, had a very poor interaction with the representative I dealt with. I still haven't found the software that works best for me so I'm still evaluating packages. I'm thinking about reaching out again and hope my experience was just a bad apple and not representative to the company as a whole. Wondering if anyone else here has any experience with them
       
      website : https://www.completeautoreports.com/
       
    • By JustTheBest
      How can it be true that an independent auto repair shop almost doubles the price of their oil change service without raising their shop rates, parts pricing or adding any more costs? I know, sounds crazy, but we've done it. I am releasing the information shortly - but this short video explains it all.

      There isn't anything to buy - no sneaky sales pitch - nothing. It's just about how we used a new tactic to present our oil change prices. All the details are being released next week - so you'll want to subscribe (that's FREE TOO!) so you won't miss a thing!

      Hope this helps!
      Matthew Lee
      "The Car Count Fixer"
      Join the Conversation on YouTube at Car Count Hackers!
    • By Joe Marconi
      A few weeks back I had a problem with my refrigerator.  I got a referral and called an appliance repair company. I called three times and each time I called this is what happened: "C and E appliance, please hold."  I was put on hold three times for about 5 minutes. After being put on hold each time, a women would say, "What's the problem?"  No engagement, no sign of interest for me the customer, no signs of caring.  I gave the women a brief description of the problem and each time she told me someone would call me back.  Well, no one did.
      So, I called for the 4th time, and as the person answered the phone I said, "DO NOT PUT ME ON HOLD."  There was silence, so I continued.  I explained to her that she has spoken to me three times,  I left messages three times and three times you told me that someone would call me back.  She replied,  "You are talking to the wrong person, if you have any complaints, write a letter to my boss, after all he won't listen to me anyway."  I hung up the phone and called another company.
      The lesson and takeaway here is simple: Who's answering your phone?  The wrong people on the phone in your shop can kill your business.  Have meetings with your people. Make sure you review your phone skills policy. If you don't have one, create one.  Empower your people to people to handle issues. And make sure you log every phone call. If you feel you have a problem, start recording phone calls. 
      Your phone is your lifeline to future business.  So, please ask yourself....Who's answering your phone? 
       


  • AutoShopOwner Sponsors



×
×
  • Create New...