Gonzo

push it to the curb, throw the keys in it, rip up the RO. "Goodbye and don't come back."

Brilliant article Gonzo!

 

Why is it that when ever I think you wrote your best article, you write one even better?

Ain't brilliant...just why it is they way it is...I don't have a clue.

 

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Why Is It?

There are so many questions that need answered. Some can be answered with a little background in engineering or technical information. Some can be answered after a few visits with your local shrink. Other questions are just left in limbo for eternity.

 

I thought I’d put together a few of those perplexing questions a mechanic might have about his daily life with cars, people and all the other nuts … and bolts of the business. It ain’t all about ratchets and wrenches, you know. Sometimes ya just have to ask “WHY?”, even if the answer doesn’t matter. Here’s a few to ponder.

 

Why is it - Some OEM parts come in fast food tater tot trays?

 

Why is it - That some people can’t tell you what’s wrong with their car, or the reason they’re at the repair shop, without starting their explanation from the day they bought the car?

 

Why is it - When I hear, “All the fuses are good”, without fail, the problem turns out to be a fuse? Usually the missing one.

 

Why is it – An intermittent problem won’t act up (at all), you’ve been waiting

all day(s) for it to fail, and just when the customer decides to bring it back, and you’re just about to pull it out of the service bay…then it stars acting up?!

 

Why is it - Friday is just two days before the next Monday. However, Mondays can last all week. That makes Friday the new Monday, which makes Saturday Tuesday. Now you’ve got a whole new week ahead of you, and you haven’t even left the shop for the weekend. I know… it gets confusing.

 

Why is it - A bad day always starts right after a good day?

 

Why is it - An appointment only means “maybe I’ll make it”, while “I’ll be right there” means tomorrow or next Tuesday?

 

Why is it - The car stops acting up for the customer as soon as it’s at the shop?

 

Why is it - Diagnosing a problem with the customer hovering over your shoulder always takes longer?

 

Why is it – Those special ordered parts that you’ve been waiting for all day, perhaps even a week, show up really late in the afternoon (as usual), and are either bad out of the box or the wrong part all together? But, the correct part has been on the shelf at the dealership the whole time. (Probably in a tater tot tray)

 

Why is it - On most cars with a single exhaust pipe, the exhaust is always on the opposite side of the fuel filler door?

 

Why is it - The manufacturer’s scanner that you’ve had for years, which has worked great on every car that has come in, but won’t work on the model you now have in the service bay? This one requires the use of the “new” manufacturer’s scanner and not the “old” factory scanner.

 

Why is it - As soon as you (or the shop) can afford to spring for the latest greatest factory scan tool to handle those models not covered on the original factory scan tool… not a single car has come in for the past 6 months that needs the newer scanner?

 

Why is it - A watched pot never boils, but a watched mechanic will?

 

Why is it – On those really slow days the only phone calls you get are from one of those long winded solicitors?

 

Why is it – You can tell the new guy isn’t going to work out when he spins the fake lug nuts off the hub caps?

 

Why is it – Nobody will admit to blowing the fuse in the shop’s multimeter or clogging the shop toilet?… same difference.

 

Why is it – That everyone assumes you make a zillion dollars a day fixing cars, but we all know that ain’t true. The proof? … You wear rented work clothes.

 

Why is it - No matter how many wrenches you grab out of your tool box… you never seem to have the right one?

 

Why is it – Just as soon as a technician has successfully mastered the latest greatest system in a car… they change it all up again?

 

Why is it – The kid at the parts store with his little generic code reader has as much influence on the outcome of a repair (as far as the customer is concerned), as the seasoned tech does at a professional repair shop with the latest and greatest diagnostic equipment?

 

Why is it – Some people think price is the only consideration when it comes to car repair? I wonder what those same people would do if they could price check their doctors the way they price check their mechanic?

 

I could go on. But, it’s time for you to think of some of your own “Why is it?” I’m sure you have a few you’d like to share. It doesn’t take much for a mechanic with today’s sophisticated car technology to ask why they do the things they do. And yes, there are answers to some of these questions… just not all of them. That’s why ya have to ask… “Why is it?”

 

 

Now, I think I’ll go grab some grub and a cup o’Joe, and ponder a while. Hmm…tator tots sound good for some reason.

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I totally agree that we can expect less bodyshops in the future, and for that matter less repair shops as well. As the technology increases things like traffic jams, potholes, and natural hazards will be on the avoidance radar and self-drive systems.

 

Sure, there are going to still be repairs needed. Such LynxStarAuto mentioned, but the number of repair facilities will be more than likely less than half of what there are now, maybe even less.

 

To further that discussion, I also believe that we'll see more "totals" with zero body damage or mechanical damage. I'll bet you'll see vehicles totaled due to electronics too, and I'm not just talking about air bag systems but all the other electronic devices. Such as the "self-drive" system that failed. etc... etc..

 

We're slowly approaching the inevitable... throw away car.

Appearance is one thing, working ethics is another. A coat of paint and unannounced inspections aren't the answer...everywhere. some people want to see ultra clean,modern waiting areas, some want that extra effort in checking out their car, but after 3 decades at this game it's reputation...fair prices...and less sarcasm when talking with new customers. And, yes I still have folks that just stop by for a cup of coffee. It's really what ever works for you. There's no golden single answer. When it's slow we all fret, when it's busy we all gtrdone. It is.. what is...a mechanics life

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Subscription are the cost of doing business, if they can't afford to subscribe they have no business being in business. I will not subsidize them to put me out of business.

Handing out copies of wiring diagrams that I have to pay for through subscriptions is like lending tools..... I don't lend tools, I'll lend a hand, but I'm not about cut it off to help someone out.

You did, or at least close enough for horseshoes and hand grenades.

 

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This is a daily issue at my shop. So many referrals from other shops come in, and the customer has already spent their limit, but... still have the same problem.

afredauto, you hit the nail on the head!

 

Customers want reassurance that they're making a good

decision. The warranty helps you to sell the job because

it helps the customer to say, "yes" because...

 

When you look at things from the customer's perspective,

they've heard horror stories about how shops have taken

their money and didn't stand behind the work.

 

The warranty is important because it's designed to help

ease the customer's mind that if they give you their

hard-earned money and there's a problem later, they'll

be taken care of.

 

To use warranties to your selling advantage...

Everyone has to be clear about what the warranty is.

First of all, using a parts supplier that will stand

behind their product is key.

 

What's covered? Just the part? Or do they also cover

the labor? And for how long and under what circumstances?

 

Once everyone's on the same page with that...

Your service advisor has to be very clear about how

the warranty works and can explain it to the customer,

in a simple, effective manner that eases their mind.

 

Regarding tires...

Tire manufacturers have mileage warranties and those

warranties are based on a number of factors, including

how the tire is maintained.

 

When this is explained properly... you have a built-in

ongoing relationship with that customer because you've

explained to them how to maintain their tires and

the best part is YOU are the one that's going to help

them maintain their tires.

 

This is a brief excerpt of our Selling Tires module

which includes a small segment of how to explain to the

customer how tire warranties work:

 

"Mrs. Jones, here's how the mileage warranty works

with the tires you've purchased today. You've purchased

a (Insert mileage) tire so (Insert tire manufacturer)

gives you a (Insert mileage) mile warranty."

 

"What that means to you is: if you've maintained the

tire properly and the tire wears out prematurely and you

only get (Insert half of the original mileage) miles

out of it, you would only pay for the tread that was used."

 

"In that situation, you would only pay half price

to replace that tire."

 

"They also warranty the tire against anything related

to how they made the tire and the materials they used."

 

"So, what that means to you is if there are any issues

with workmanship or material, (Insert tire manufacturer)

is going to stand behind the tire."

 

Customers do not understand how tire mileage warranties

work and the importance of maintaining their tires, so...

 

The rest of the conversation needs to be about how

your shop helps them get the maximum mileage out of

their tire purchase.

 

When used properly, warranties can make you a boatload

of money and keep your customer's loyal TO YOU, which

in turn, keeps your bays filled, and your techs busy.

Using a lifetime warranty as a selling incentive is one thing. Selling second rate parts with lifetime warranties is another. Most people see a warranty as blanket protection but don't have a clue that quality has been thrown out the window with some of these aftermarket parts. There's a fine line between selling with assurance and selling with a lifetime warranty. The customer should be aware that not all warranties are as good as the product they are representing.

Horseshoes and Hand Grenades

Sometimes, with some things, accuracy isn’t all that important. Like in a game of horseshoes or tossing a hand grenade. But the same can’t be said for diagnosing today’s cars. Close isn’t good enough. Today’s professional mechanic doesn’t just grab a component hanging from a branch of the proverbial parts tree and see if that will fix the problem. It requires a diligent effort of testing and diagnostic time to analyze the maze of electronic data. That’s not to say a consumer won’t stumble across a repair shop that still uses the hand grenade method to diagnosing their car. Believe me, there still out there.

 

Basically, there are two types of mechanics a consumer will run into. One that will test and retest before condemning a component and the other that will swap parts until they’ve solved the problem or give up and send the customer to the other type of mechanic.

To avoid the proverbial slinging of the horseshoe a good shop will listening to the customer’s complaint, following the diagnostic procedures and base their findings on the test results. It’s a far better way of solving a problem than firing the old parts cannon at a job. Testing for a failure or scanning for failed data (or scope) is the preferred method by any good mechanic.

Take a look at any training video out there. They’ll show you how a component or system functions and then get into how to test it for failures. They might use a scanner, perhaps a scope, or even a basic multimeter. But, in all situations the concept is to show the technician the various ways of testing. Seriously, have you ever watched a training video that told you to fire up the parts cannon and take a wild shot at it rather than testing for the failure? I haven’t.

 

So why are parts swapping repair shops still a big part of the automotive repair business? In my opinion, it’s the lack of training, no time for advance classes, or they believe they can get by without learning something new. Most of these shops are after how fast they can get a customer’s out the door. They’ll spend as little time as possible diagnosing while spending the majority of their time taking stabs at installing different parts that might be the problem. Eventually, they’ll hit the target.

Instead of taking the time to hire qualified technicians these shops have a tendency to hire anybody that has a toolbox, walks upright, and can fog a mirror. Training isn’t cheap, and a trained technician isn’t either. Proper testing takes time, which invariably costs money.

Their methods of repair are quick, cheap, and occasionally spot on. But not always. Then, to top it all off, most of these places will use the second rate components from the local discount auto parts store and not a mechanics grade or OEM level component. The average consumer doesn’t know which part or brand is better than the other. They’re relying on the mechanic and the shop to sort that out for them, and at these shops you can bet the quality of the part is going to be in question. They just want it as cheap as possible and as quick as possible. But, when the old switch-a-roo cheap parts merry go round doesn’t do the trick they’ll send the customer onto one of those other guys. You know, the ones that will test things first.

 

Of course, by the time the customer has reached a shop that will correctly test the problem they’re already out of cash and have little to no confidence that anyone can fix their car. Now the problem isn’t so much about the cost of the parts or components, but the time (and cost) it will take to correctly diagnose it.

I’ve got to hand it to these stab in the dark parts shops, and those parts stores that offer free code checks. They’ve got the market cornered on convincing the consumer that all it takes to fix today’s cars is a quick glance at some off shore generic code reader and a couple of cheap components from parts unknown. Never mind that there are pages and pages of diagnostic procedures that go along with those service codes.

 

Of course, when the customer who has already lost their patience and has finally made it to a shop that will actually diagnose their problem you’ll hear, “I’ve already had it tested so I don’t need to pay you to test it again.” Now that’s funny, getting it tested and diagnosed correctly is exactly why they are there in the first place. Go figure.

A good example of this was a rather heated customer whose car had a miss after a tune up at another shop. (One of those parts swapper’s shops) The other shop had already tossed the parts grenade at it and had given up. They tried sensors, computer, the tune up, and just about every other part they could think of. The tech at the new shop looked it over with his scanner and to back up the scanner results he pulled out his scope and checked it in a completely different way than what the scanner was capable of.

 

Looking at the secondary ignition trace this trained technician could clearly see a problem with the spark plug. The entire problem turned out to be a brand new spark plug that had a slight crack in the porcelain.

Now how long did it take to make the actual repair? You know, replacing one easy to reach spark plug that the original shop had already replaced? Not long at all. But, how long did it take to set up the scope and do the testing and verify the results? Probably twice as long as it took to change the plug. Just goes to prove that diagnosing is a bigger part of the repair procedure than ever before and shouldn’t be overlooked just to cheapen the job.

Parts swapping without testing or simply going off a code as a solution to today’s car problems is like playing with horseshoes or hand grenades. You’re going to get it right some of the time but that’s just sheer luck. You have to ask yourself, “Is close enough good enough when you’re diagnosing and repairing today’s cars for a paying customer?” I think not.

 

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Had one come in the other day for a battery but wouldn't buy the Interstate I had in stock. Why.... because it was the wrong color. Their battery was white and black not green and white. I was told I should find a new job because I obviously didn't know my job very well. chuckle...chuckle... I held the door open so they could leave.

Gonzo if I had his number I would have certainly passed it along! LOL

It's 1-555-doi-tcheap

I was "Pay Pal Certified" for over a year. Never got one job. Got a lot of calls but because I wouldn't work for the lowest "est" they had listed for the job the callers refused to come in. They pushed the AARP Preffered shop real hard. Would have thought that would work great here with all the retirees. LOL

One other point. ASO is not only educational but it's also a stress relief. So many times in this biz we all get to a point thinking we are the only one ever to have experienced a problem. Here, we're among common issues and common circumstances.

 

A tip of the hat to all. Thanks for being here Joe.

I was "Pay Pal Certified" for over a year. Never got one job. Got a lot of calls but because I wouldn't work for the lowest "est" they had listed for the job the callers refused to come in. They pushed the AARP Preffered shop real hard. Would have thought that would work great here with all the retirees.

I'll bet all those type of people are looking for Sum Guy. LOL

Jack read the article... says that I'm a bigger Ahole than he is. LOL... I told him, "Takes one to know one!" He agreed. ROFL

Sharing thoughts and ideas is just what this website is all about.

Glad to be a part of it.

Mechanically Confidential

Are there things mechanics keep to themselves and not let other mechanics know about them? I hope not, but I’m sure even doctors and lawyers have a few secrets they’re not sharing with each other. The big secret is there really are no secrets. What it really comes down to is knowledge. Every good mechanic has a few things they won’t forget about for a certain car or procedure. Especially one of those problems where the amount of time spent on the job far exceeds what the boss is willing to collect on it. But, by far there are more things you’ve completely forgotten about, because you don’t see that type of engine anymore, or it’s something you’ve never encountered before.

 

That’s where a bit of extra help from a fellow mechanic comes in handy. I have a lot of friends in the business who call me, or I call them when I’m stuck on some weird problem. Sometimes, neither one of us can actually help each other out, but we may in fact trigger a thought or memory that will.

Sadly however, it never fails somewhere in this crazy world of auto repair there are those who feel it is necessary to slam the next guy for not knowing something, call the other technician an idiot in front of the customer, and so on. These few are the type who won’t help their fellow mechanic in any shape or form. Whether or not it’s a guy in the next bay, or from another shop. I’m not sure if it’s because of an ego thing, or self-preservation in fear the competition is getting the next job.

 

It’s a poor practice at any rate, and I’ve witnessed firsthand egotistical mechanics more than once. Let’s face it, nobody knows it all and I’m the first one to admit it. That’s why I reach out and find help from another tech. Sometimes it’s because you just can’t make out the diagnostics, or it could be you don’t have the right tool for the job. Whatever the reason, there’s no harm in finding a source for that knowledge you don’t have.

 

This time around it was a 25+ year old Beemer with a battery drain that I reluctantly took on. European cars are not my specialty, but I managed to chase down the problem to the central module. To my surprise the dealership still carried the replacement part. Now all I had to do was install it, but plugging it in was only half the battle. It needs to be coded. That’s something my scanners wouldn’t accomplish. It’s time to make that phone call to my buddy in the European repair biz.

 

Now, Jack is a really sharp BMW tech at a very well-known independent European repair shop in town. Jack doesn’t warm up to just anybody. He’s been around as long as I have, and he’s seen the “wanna-be” techs and the slap it together shops come and go just like I have. To say the least, he’s a bit picky as to who he’ll help out. Ya can’t blame the guy, I know exactly how he feels. I called him up and asked if he could slip me in and code this car for me. “Not a problem,” he said, “Just pull up to the service bay and honk the horn.”

 

Of course, in his shop he’s the king, and I’m just the lowly delivery boy bringing the car into the service bay. Naturally, I had to endure the “Wrath of Jack” as he coded the module for me. Today’s lecture was about coding. “Now coding isn’t programming, and coding isn’t flashing, it’s coding. You understand?” Jake tells me in his usual stern manner. I nodded my head in agreement as he went on to tell me why BMW uses a coding system for their various modules as well as programming. I sort of already knew all that, because I read it in the repair manual when I was researching the repair procedure, but you’re in his shop. Let him tell you anyway; it’s best to listen intently and look interested.

 

Before long the car was ready for me to head back to my little shop and finish up the job. Jack’s a great guy, and any time I can help him out I certainly will. Of course, he’ll have to sit through the “Wrath of Gonzo” when he comes to my shop. (Gotta return the favor, ya know) Thanks for your help Jack, it's my turn next.

Working together to solve an issue and sharing information is important for not only the customer, but for both technicians as well as both businesses. This is an information world we live in these days, and sharing that information is all part of it. Some will say, “Don’t tell the DIY’r how to do it!” I say, tell him! If that person is capable of handling the repair, so be it! I’m no carpenter or plumber, but I’m sure going to give it a try if it’s something I feel confident enough to tackle myself. Hey, if I mess it up I’m sure the “Wrath of the Plumber” will be the next information highway I’ll be on. But, we all know, there are some things you can explain, read about, or watch on YouTube that even though it seems fairly easy, it turns out to be a whole lot harder when you try it yourself.

 

Whether it’s through training classes, videos, books, schools, or another mechanic, knowing something new starts with learning something new. I learn something new practically every day, and I feel it’s all part of doing a job to help the other guy. There’s always more to learn, more to share, and more than enough to do. It’s no secret that it takes more than a box of tools to fix today’s cars. It takes friends in the right places. Make some new friends and spread the knowledge around. Automotive knowledge was never meant to be … “mechanically confidential”.

 

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'Lifetime warranty means we'll spend spend a lifetime replacing it over and over again' - my go to line when this issue comes up

It's like the consumer has been told by somebody that it's warranty first-quality second. They hear "lifetime" warranty and it's cheaper... you're done. No matter what the tech says. I've lost work and probably pissed a few off over the years but, I'm not lowering my standards just to get the work... I guarantee.

Come on Gonzo you know Sum Guy uses nothing but lifetime warranty parts!

That guy! ! Again! Man, he won't go away! ROFL

Thanx Jeff.

Lifetime Warranties

There are warranties, and then there are lifetime warranties. Some people won’t buy anything, unless it has a substantial warranty attached to it. My dad was one of those guys. It didn’t matter what it was as long as he could get a warranty with it. He would be as proud as a peacock when he got the chance to use one of those warranties. But, for me, it could be rather embarrassing. Especially for a ten year old kid carrying a broken toilet seat into the hardware store where dad had bought it with a lifetime warranty years earlier. I can still picture it today, dad with his big grin on his mug, marching up to the return counter with his ancient receipt showing the date, the store manager’s name and of course, the warranty. While I’m cowering behind him carrying the broken toilet seat in shame. I did my best to hide my face the whole time, in fear one of my classmates might spot me with the family throne in tow.

Warranties have their place, that’s for sure. However, a decade or so ago when all these large franchised discount auto parts stores started to monopolize the market by offering lifetime warranties on their parts that I’ve noticed a problem. Now, it seems every consumer wants every part for every car to come with a lifetime warranty. It’s not that I think any of the major players in the automotive parts business couldn’t offer a lifetime warranty, but why should they? From my past experiences the failure rate of a quality part is far less than those discount parts with lifetime warranties. But, the average DIY’r doesn’t see it that way. They are still going to go with the cheaper-discount part when cost is an issue, and since it comes with a lifetime warranty that’s all the better. In my opinion these lifetime warranties should come with a disclaimer, “You’ll be changing it for the rest of your life. Because the replacement for the replacement part is just as cheaply made as the first one.”

When I hear someone tell me they changed an alternator five times in a row, because the one they put in stopped working again, I have to wonder is the problem the part or is it the diagnosis? Sometimes, it’s both. Other times, it’s a lack of knowing how the systems operates. Of course, after changing it so many times they’ve got the physical side of removing the bolts or a belt down pretty good. And, I’ll bet they can probably change it out a lot faster than I can. Since their labor is free, it’s a no brainer… go ahead and change it again…and again…and again.

 

A perfect example of this was the guy who did just as I described; he changed his alternator five times in a row, and every time it would last a week or so. By the time he had enough with the cheap parts he finally asked for a better quality part one. But, a week later it was back to not charging again. This time the counter person had to tell him, “This one doesn’t carry the lifetime warranty.” And now… it’s my turn.

The whole problem turned out to be a melted connection at the voltage regulator plug. Every time he would reconnect it to the alternator it would last a week or so, before the connector worked loose again. When I told him what it was he was not only shocked, but made the same comment they all make when they’re paying their bill. “I should have just brought it here in the first place.” Hmm, imagine that. The real question is whether or not any of the replaced alternators were ever bad at all. I can’t answer that with any honesty, because all I had in front of me was a name brand part that was working just fine with the connector repaired.

HID headlights are another common repair these days. Sometimes they can be rather expensive and time consuming to repair. The failures seem to run in groups, you know, several at a time with the same sort of problems. They all have the same odd aftermarket bulb or ballast installed. (I think the part goes on sale on the internet and then they all jump at a chance to buy them.) They’re definitely not factory parts, but some cheaply made offshore find. The car will come in with the usual complaints that one headlamp or one beam isn’t working, and they already replaced all this stuff. (Ballast, bulbs, etc…) So, I’m supposed to find some sort of electrical gremlin that’s knocking them out. When the entire time, and every time (so far) it’s faulty parts that have caused the issue.

Well, of course it can’t be the part. Why, it has a lifetime warranty on it. Don’t ya know I’ve heard that a few times? Somehow the cost difference between factory original parts, and the aftermarket sideshow parts doesn’t ring a bell as to which ones might be a bit better. Oh, I got it. The difference between the two was that “lifetime” warranty. One has it and the other doesn’t. So, which one do you think carries the lifetime warranty? You guessed it. SOLD! Sold ya right down the river more like it. Needless to say, most of the time the customer doesn’t want to go with the factory parts; they’d rather take their chances with another lifetime warranty from parts unknown.

I’ll bet you can probably guess by now, I’m not all that impressed with a lifetime warranty as a selling point. Or, for that matter changing out one lifetime warranty part with another lifetime warranty part unless it’s properly stated on the invoice and known by the customer that I take absolutely no responsibility for their components. I only guarantee the installation and diagnostic work. How long that part lasts is up to your driving habits and your lifetime warranty.

 

Maybe I’m just a little one sided in all of this. Maybe I should give these lifetime warranty parts a better recommendation. That’s hard to do, considering the failure rates I’ve seen from them over the years. Mind you, they’re not built like a 60’s toilet seat that finally broke after decades of use with a house full of kids. Back then a lifetime warranty was generally only offered with the better made parts. The manufacturers did it to say, “We’re proud of our product!” It wasn’t just to make a quick sale and a fast buck.

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Happy wrenchin' SO-Cal! Nice to see a new shop starting up! Welcome!

Hey all!

 

So I've owned my shop for just about 3 years now. And this has never happened to me in those 3 years or ever, but I guess there really is a first time for everything...

 

A customer came in with an Infiniti G35 coupe. He stated that his 3rd brake light wasn't working. We dug into it and found that the 3rd brake light was malfunctioning. It's a LED light, so we went ahead and ordered one. Customer price for just the light was $246.57. He gave us the go-ahead and we got it completed this morning.

 

When he came for it in the afternoon, he said: "Can I have the receipt for the light." So I said: "Yes sir, it's right here on the invoice." He says: "No, I want your receipt for the light." I actually didn't have one so that's what I said. He said for me to email it to him later, which I just blacked out my price and left the list price. The only reason I did it was because he caught me so off guard, I really didn't know what to do or say since it's never happened before.

 

What would you guys have done?

I've had this happen several times over the 3 decades I've been standing behind the counter. Here are some of the ways...and the results of my actions. Your results may vary.

 

1/ "Sorry Mr/Mrs Customer, but what I pay for the part is no business of yours. I gave you the price of the part when I called you with the estimate. You authorized the repair and the parts. The price I charged you is your price for the part. Just like a grocery store... I don't sell you the milk for what I paid for it.

 

Results - Never seen the guy again.

 

2/ "I'd be happy to tell you which dealership parts department I purchased it at. You can ask them if the price I chargedyou is correct."(I don't mark up any higher than over counter price for dealer parts).

 

Results - They called AND then had the nerve to use my name to get my discount for the next part they needed. Which they brought to MY shop to have ME install it. Note: no warranty on customer supplied parts even if they bought them from the dealer.

 

3/ "Sir, If you managed to find a cheaper price on the internet that's great. However, I do not have the time or the man power to spend the hours needed to do the searching for a possible cheaper part. Even if I did, I'd still mark it up."

 

Results - Customer said, "Well, from now on I'll buy my own parts no matter how long it takes for me to find the cheapest one. Because you "guys" (speaking of the entire automotive repair industry as a whole) are nothing but rip offs.

 

Results of the results - "Sir, don't ever come back here...EVER! You will not be welcomed at our establishment again. We do quality work with quality parts and nobody is going to bad mouth me or anyone else in this business based on the price of a part. Now take your car and get out!"

My favorite line to use when I'm confronted with an unruly person at the service counter.

 

"I'd love to help you out. Which door did you come in from?"

Inspiration is every where. I never know where a new story idea will come from. This one started after my wife reminded me about our "corn" car after she forgot that the corn bread was in the oven. The smell reminded her of the trip. too funny