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: Mr. I Don't Know - - - - Some People Shouldn't Be Allowed To Get Behind A Wheel.

Recommended Posts

Mr. I Don’t Know

 

Automotive repair has its ups and downs, just like any other trade does. Problems crop up on a car and mechanics fix them. There usually are only four types of repairs.

 

One - Where something has failed due to normal wear and tear or accident related.

 

Two - A manufacturer defect.

 

Third – Mother Nature’s lends a hand, either from natural elements or one of Mother Nature’s numerous friends, i.e.… bugs, deer, snakes, rodents, etc....

 

Fourth - The most common one, and regrettably sometimes the hardest to solve … somebody has worked on it before without knowing what they were doing.

 

You can sort out these different types of repairs at the front desk when a new customer arrives to drop their car off. It just takes asking the right questions. Most people when asked a few basic questions like; “What brings you here today?” or “What seems to be the problem with the car?” are generally straight forward with their answers. They’re usually very cordial, friendly, and quite sympathetic to the car’s condition and to the mechanic they are entrusting their pride and joy to for repair. Sometimes they’re just repeating what the last shop told them was wrong with, but that’s OK, it just might take a few more questions to get on the right diagnostic page. It doesn’t take long before you know what kind of repair you’re getting into. But, like anything else… there are extremes.

 

Two fellas walked up to the front desk and were met with the customary hellos and what brings you here today type of greetings. They seemed like nice guys, nothing out of the ordinary, but instead of answering with a description of their problem it was, “I don’t know.” It kind of threw me for a second, but I gathered my thoughts and proceeded with the typical evaluation questions to see if I could get an idea as to why they were here.

 

“Does it drive differently than it used to, or is there any warning lights on?”

“No.”

“Is this something to do with it not starting?”

“I don’t know.”

 

Just to lighten up the situation, I tried joking around a bit to see if it brought out a different type of response, “Do you need wheel bearings or a battery? Maybe the wipers aren’t working? I’m running out of ideas here fellas, how about some hints as to what might be wrong with the car?”

 

“It has a problem.”

“What kind of problem?”

“I don’t know.” (I asked for that response, didn’t I?)

“Well, I need some clues as to what part or section of the car that isn’t working correctly. It’s not like I can check everything. Well, I could, but that would be rather expensive.”

“I don’t want to spend any money.”

“Then why are you here?”

“The other shop said you could fix my problem.”

“That part I can do… I can fix just about any problem… BUT, what is the problem?”

“I don’t know.”

“Can I call the other shop and ask them? What’s the name of the other shop?”

“I forgot their name.”

 

This went on for what seemed hours. Back and forth with the “I don’t knows” and not once did I get any idea as to what I was supposed to be looking at. It didn’t matter if I mentioned something about the check engine light or whether or not his bumpers were on straight it was the same answer. “I don’t know.”

I got a feeling this other shop that he unfortunately forgot not only the name of but where they were in town sent this guy my way just so they didn’t have to deal with him anymore. (At least it seemed that way.) This whole situation was getting way too bizarre even for my wacky standards. Time to send these guys packing.

 

“Sir if and when you finally decide on what needs repaired and realize no matter what is wrong with it that you’ll being spending a few bucks to get it tested and repaired then and only then bring the car back. Since that doesn’t look like it’s going to happen today I’ll have ask you to leave because I have other customer’s vehicles in the shop that have problems and who are willing to pay for my services. You’ve wasted enough of my time already.

 

“So, you’re not going to fix my car?”

“No.”

“Why is that?”

(My turn) “I don’t know.”

 

With that the guy and his buddy headed out the front door and drove off. Haven’t seen them again since. Just goes to show, if the information from the customer doesn’t lead in any direction or there isn’t any clues that a good detective/technician can use as a guide in finding a solution and they’re not willing to pay for your services… it’s time to move on.

This was an extreme situation to say the least. Even in some of those real odd ball problem descriptions it does get pretty tough to find the right questions to ask in order to get the root of the problem, but it can be done. Sometimes just getting the customer to tell you the important facts can be harder than repairing the car.

 

How often has this happened before and will it happen again? Hmm, let me think on that for a second. How about I give you my best professional answer on that one… … … “I don’t know”.

 

 

 

Click here to view the article

  • Like 1

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. 

  • Like 1

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. 

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. 

Share this post


Link to post
Share on other sites

  • Similar Topics

    • By Joe Marconi
      The mild fall appears to have caused a slow down for many shops. We have seen this before.  But, winter tempertures are here, and the threat of snow will boost repair shops.  
    • By Joe Marconi
      The other day, a customer asked my service advisor, if he would price match a set of tires.  This customer got an online quote from the internet; a local TIre Store know for discouting tires. 
      My rule, I don't price match. My prices are competive and fair. 
      Would you price match just to get the job, and sacrifice profit?   Remember, no one really knows the true cost of any service or repair until the car is in the shop.  So, internet quotes are not set in stone.   
    • By JustTheBest
      Hi! Thanks for stopping  by. 
      I wrote this letter to help auto repair shop owners. There's nothing to buy

       
      Hope this helps!
      Matthew
      "The Car Count Fixer"
       
    • By AutoShopOwner
      The Massachusetts Right to Repair Coalition today announced it has turned in 102,000 signatures to ensure an initiative petition to enact an update to the Commonwealth’s Right to Repair law before it reaches the 2020 ballot. The Coalition – a group of Massachusetts independent repair shops, auto parts stores, trade associations, consumers, and drivers – said that a lack of progress on an update to the law in the Legislature led them to pursue an initiative petition so that Massachusetts car owners will continue to have access to the repair and diagnostic mechanical information produced by the vehicle they own.  
      By 2020, advancements in vehicle technology and increasing restrictions by automakers will result in more than 90% of new cars being equipped to transmit real-time diagnostic and repair information wirelessly to vehicle manufacturers, which could threatening Massachusetts consumers’ rights to choose to get their cars fixed at trusted independent repair shops or do the work themselves.  
      The Massachusetts Right to Repair Coalition supports bipartisan legislation filed in January by 12 State Representatives and two State Senators to update the Commonwealth’s Right to Repair law. The bills generated 55 co-sponsors, and if the bill is enacted into law by the legislature in 2020 it would eliminate the need for the ballot question to proceed.
      “We need to update the Right to Repair law before wireless technologies remove the car owner’s right to get their vehicle repaired at our local, independent shop because the automaker would rather steer them toward one of their more expensive dealers,” said Alan Saks of Dorchester Tire Service. “This is a common-sense reform and we’d love to see the Legislature move forward and fix it so that we don’t have to go to the ballot to protect consumers’ rights to shop around for car repairs.”
      Said Massachusetts Right to Repair Coalition Director Tommy Hickey, “Independent repair shops across Massachusetts are proud to reach this milestone of more than 100,000 signatures. Our independent shops are increasingly facing the prospect of having limited or no access to diagnostic and repair information now that automakers are restricting access through rapidly expanding wireless technologies in vehicles not covered under current law.” 
      The ballot initiative would give car owners access only to the diagnostic and repair data generated by their car, and they could opt to provide access to any dealer, repair shop, or automaker that they choose during the lifetime of their car.
      The Coalition delivered its signatures to Secretary of State William Galvin’s office on Tuesday and Wednesday. The initiative petition filed is entitled An Initiative Law to Enhance, Update and Protect the 2013 Motor Vehicle Right to Repair Law. The key provision of the initiative is as follows: 
      Commencing in model year 2022 and thereafter a manufacturer of motor vehicles sold in the Commonwealth, including heavy duty vehicles having a gross vehicle weight rating of more than 14,000 pounds, that utilizes a telematics system shall be required to equip such vehicles with an inter-operable, standardized and open access platform across all of the manufacturer’s makes and models. Such platform shall be capable of securely communicating all mechanical data emanating directly from the motor vehicle via direct data connection to the platform. Such platform shall be directly accessible by the owner of the vehicle through a mobile-based application and, upon the authorization of the vehicle owner, all mechanical data shall be directly accessible by an independent repair facility or a class 1 dealer licensed pursuant to section 58 of chapter 140 limited to the time to complete the repair or for a period of time agreed to by the vehicle owner for the purposes of maintaining, diagnosing and repairing the motor vehicle. Access shall include the ability to send commands to in-vehicle components if needed for purposes of maintenance, diagnostics and repair.  
      The Massachusetts Right to Repair Coalition now has more than 4,000 members statewide. In addition to independent repair shops and Massachusetts auto parts stores, members of the Coalition include the Alliance of Automotive Service Providers of Massachusetts (AASP-MA) and the New England Tire and Service Association (NETSA). Further information may be found at massrighttorepair.org 
      Source: https://www.aftermarketnews.com/mema-responds-to-fcc-plans-to-split-the-spectrum/
    • By JustTheBest
      Hello and Welcome! Thanks for taking the time to check this out. 
      Obviously the auto service market is changing. More competition; Price shoppers; Worse than that, where do you start promoting if you want to grow your car count? 
      Good news! There’s really only 3 areas  you need to focus on. Instead of writing it all out and asking you to read it - I created this video - it’s a little over 5 minutes, but it’ll be 5 minutes well worth it.


       
      Let me know if you have any questions. I’d be pleased to respond!
      Matthew
      "The Car Count FIxer"
      P.S.: Join me on YouTube at Car Count Hackers! FREE Help to grow your Car Count, Income and Profit! 
      P.P.S.: Like and Follow Car Count Hackers on Facebook
      P.P.P.S.: Have you registered in my FREE Training? "How to Double Your Car Count in 89 Days"
       


  • By Joe Marconi, in Automotive Management,

    By Joe Marconi, in Selling Automotive Repair,

    By Joe Marconi, in Automotive Management,

  • AutoShopOwner Sponsors



×
×
  • Create New...