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Anybody have educational or informational brochures or flyers that they use to explain to customers the issues involving repairing leaks in systems especially coolant and oil leaks? We run into issues for instance when fixing a valve cover gasket leak in a BMW and the customer returns a couple weeks later stating car is still leaking. Now the oil filter housing is leaking and the customer is ticked because we didn't fix his leak. Now we explained to the customer before we did the valve cover gaskets that there was potentially additional leaks we couldn't see due to the amount of oil all over the motor and/or after the leak was fixed, there was the chance that the since we sealed the system if there was a "weak" spot somewhere else it would probably cause a another leak at that other location. After several, "you never told me that" scenarios we include a disclaimer on the invoices.

We were thinking a FYI flyer or brochure would be a help. Something that we gave to customers when they pick up their vehicles after one of these repairs - sort of like a "What to expect after a leak repair". Does anyone use this type of handout at their shops? it would be great to have more of this stuff in the download section.

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I verbally inform before the repair, then include it on the invoice. And I always add dye after a visible leak repair. This shows the customer we are proactive and it helps to show a different leak (or an incorrect repair :blink: ). Many times I will pick up an additional leak after the road test. This lets us inform the customer of additional needed repairs before there issues at delivery. A perfect example...had a 7 series BMW that had a monster leak on the right valve cover. Performed repair and advised customer we added dye. Nothing had shown up on the road test. Week later owner calls to say there were leaks showing in the drive again. Returned top find a leak on the right front timing cover. By adding the dye I was able to show them that the leak was not the same as the prior repair.


For a couple bucks worth of dye on every leak repair (which would be billable of course, "we used dye to confirm that the leak is gone"), you've removed all the risk of comebacks for repairing a new leak that popped up in the same vicinity!


Anyone know long will dye last before breaking down or loses its fluorescence in an engine?

Edited by bstewart
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The dye idea is great!!


When we speak to customers on oil leaks, I explain to them that we fix oil leaks from top to bottom. Since gravity will do its thing, it hard to determine with 100% certainty sometimes. I never usually have problems with oil leaks, coolant leaks on the other hand are INSIDIOUS. Many a time we have fixed a leak, pressure tested, bled, test drove and everything was gravy. Customer takes the car, ends up getting another leak or some other component in the cooling system went bad. This happens a lot when customers either overheat their vehicles or went a loooonnnngggggg time without servicing their cooling systems. On BMWs especially, we recommend to PREVENTATIVELY replace certain components such as water pumps, t-stats, hoses, radiators, expansion tanks. Most people don't take the advice though or they have thousands of dollars in other repairs that take precedent.

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  • Have you checked out Joe's Latest Blog?

      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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