EDUCATING CUSTOMERS ABOUT LEAKS

[marista]

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.

[Jeff]

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 ). 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.

[marista]

Great idea, Jeff. We use dye but mostly on difficult to spot leaks. I like the preventative thing and will discuss that option with my partner. I'm for anything that keeps us out of the defensive position!

[bstewart]

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 ). 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.

Brilliant!

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 March 28, 2014 by bstewart

[CAautogroup]

Any particular brand of dye you would recommend?

[Jeff]

I cant really say one works better than others. Right now I have super cool and u-view on the shelf.

Edited March 29, 2014 by Jeff

[mspecperformance]

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.