Going to far in a Diagnostic?

[CAautogroup]

Seem to be having a problem with our mechanics in going beyond the alloted diagnostic time we are charging.

 

For example, customer brought in vehicle complaining of engine noise. Charged 1 hr diagnostic time upfront. Told mechanic to start off with basics . Mechanic returned an 1hr later and requested to remove cover to look at timing components (Much more labor & parts involved than initially anticipated) and look at other systems of the vehicle.

 

How would you handle this situtation? Seems to be a reptitive problem, and I feel we are investing too much time in a diagnostic and might scare away customers with diagnostic time, and ultimately not getting the job.

 

Thanks for your thoughts and opinions in advance.

[Jeff]

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[Joe Marconi]

This is a tough problem, and perhaps the one problem that seems to plague so many shops. In my opinion, it's one of the leading causes for low billable hours for jobs that requires hi tech skills, hi tech tools and lots of training. Plus, there is always the fear that the customer will not see the value in diagnosis.

 

Have you tried speaking to your techs to come up with a list of procedures that can be used with different problems? For example an EVAP problem could have a specific procedure which is different from an engine misfire. This would bring consistency to you work flow process.

 

Another suggestion, (and please have an open mind here). We have stopped selling time to a customer. They don't like it. We sell tests, just like your doctor. If you go to your doctor with a shoulder injury, he tells you, "Let's start with an X-ray". The doctor does not say, "Go to the lab and we need a half hour to check things".

 

That is my procedure (I get a lot of discussion on the this and many shop owners and advisors have a tough time equating what we do to a doctor, but it works for us). The reality is this: Unless we charge enough for diag testing, we will continue to fall short on profits in the coming years.

 

To sum up, instead of selling time, we sell tests. And we make sure that the customer knows that the tests will lead us to know what the repair is.

 

Great topic, VERY controversial, but great topic!

[Jeff]

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[Joe Marconi]

I like the idea of selling the "test". Never gave it much thought. Could you share some of the test or test packages and times Joe?

 

Sure, let's say a customer comes in for a engine miss fire. After verifying the misfire, we will sell a package of tests like this:

 

- Visual inspection of under hood and related components

- Condition of air filter and fluids? Fuel filter (if applicable)?

- Battery and charging system test

- Scan on board computer, obtain error codes and other key information

- Perform component and system checks, determined by error codes

- Check for factory bulletins and known problems

- Test ignition components, fuel system tests (condition of fuel), cylinder balance, vacuum and back pressure tests

- Isolate engine misfire

- Perform enrichment to rule out lean miss

- take into account miles on engine, age/condition of spark plugs, fuel filter and other service items

- Determine cause for misfire and needed repair

 

All above for $ XX.XX

 

(Mr. Customer) If the above reveals that the problem is engine mechanical, we will need to perform the following...

 

- Perform all above tests and determine engine misfire is a mechanical issue

- Compression test, running compression test, if needed.

- Combustion chamber leak down test, if needed

- Check for internal cylinder head problem

- Check for valve train problem

- Insure engine valve timing is correct

 

Review all data, report to customer and discuss needed repair

 

Additional $XX.XX

[ncautoshop]

 

Sure, let's say a customer comes in for a engine miss fire.  After verifying the misfire, we will sell a package of tests like this:

 

- Visual inspection of under hood and related components

- Condition of air filter and fluids? Fuel filter (if applicable)?

- Battery and charging system test

- Scan on board computer, obtain error codes and other key information

- Perform component and system checks, determined by error codes

- Check for factory bulletins and known problems

- Test ignition components, fuel system tests (condition of fuel), cylinder balance, vacuum and back pressure tests

- Isolate engine misfire

- Perform enrichment to rule out lean miss

- take into account miles on engine, age/condition of spark plugs, fuel filter and other service items

- Determine cause for misfire and needed repair

 

All above for $ XX.XX

 

(Mr. Customer) If the above reveals that the problem is engine mechanical, we will need to perform the following...

 

- Perform all above tests and determine engine misfire is a mechanical issue

- Compression test, running compression test, if needed.

- Combustion chamber leak down test, if needed

- Check for internal cylinder head problem

- Check for valve train problem

- Insure engine valve timing is correct

 

Review all data, report to customer and discuss needed repair

 

Additional $XX.XX

I think this is the absolute best plan for this industry that's ever been. I have a hard time implementing it but we're working towards it. We've all got to start setting expectations for our customers, of more shops would do this we might see things (in regards to customer relations) would improve!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

[Jeff]

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[Tires Too]

We have used the diagnostic trees on All Data or Identifix as a sales tool. When we pull the code(for free like the parts stores) we will then print out the tree. We will then show the customer the"tests" we will be performing and letting them know the cost associated with that test. Once we have the results of that test we may have the cause and the repair needed, or we may need to move on to additional testing. The customers may not quite understand what we are doing, but it at least gives them an idea of how the process works to diagnose a car.