Gonzo

3 hours ago, Joe Marconi said:

It's always a little challenging when we realize there are more years behind us, than there are ahead of us. But, the really good news is that we learn to appreciate the things that you cannot define with a price tag.   And that makes it all worth it to keep on pushing through life's obstacles.

    As I told a student in my class the other day, "Experience comes from yesterdays mistakes.  Knowledge is not making the same mistake tomorrow."   I appreciate every day anymore . . . .and I'm not done making mistakes yet.    

After the month I've had... I'm definitely an antique. 

8 hours ago, xrac said:

All true Gonzo. What I hate is one star reviews with no comments and a name that is unrelated to any RO. I have about 4 of those on Goggle.  Ofcourse, Gonzo the positive side is that if you no longer run a shop you don't have to worry about the reviews anymore. We will have to figure out how to leave you reviews as a writer though and presenter. 

Somehow, someway, I don't think I'll ever not feel like I still own a shop.  It's been a part of my life for so long it's hard to believe it's just sitting there waiting to be sold or liquidated (which ever comes first).  But, there's no doubt at my age and of course this little operation I had...  pretty much says I'm not crawling under a dash anytime soon.  I'll write instead...

How Accurate Are Reviews?

         According to some surveys over 80 percent of the buying public rely on reviews as a way to determine if a product or service is suitable for them.  That being said, are those reviews a true depiction of the business or product, or can those reviews be skewed by a person’s attitude or ego coming through?  That’s the problem with these reviews.  They’re often written by an individual with something to say, who only has half the facts but a whole lot of fiction.  A lot of times they’re writing a review, but don’t fully understand the product or the service.  Sometimes they’re upset for various other reasons that aren’t related to the product or service at all; it’s more of two egos colliding together, but write a review they do.   

         Automotive service seems to be one of those services on the chopping block with the average consumer.  It doesn’t matter if it’s a dealership repair facility or an independent shop, somebody is going to have an opinion about something good or bad.  Although typically, the disgruntled person who is going to write a less than desirable review is usually the same type who goes to a restaurant, eats their entire entrée, then complains to the manager they found a hair in their soup and want the whole meal removed from their bill.

         I’m always open to suggestions from the business experts who tell repair shop owners to put themselves in their customer’s shoes and ask themselves what they would want in customer service if they were the customer.  It’s a good way to look at things, but I also tend to wonder what is going through the minds of some of these people who make the decision to go to a rundown repair shop in an old building with their hand painted sign dangling by a rusty nail, only to complain that the service and repair was substandard. I mean, what did you expect?

         What’s more disturbing are those who leave a comment, but don’t even have the nerve to leave their real name, nor have ambition to confront the repair shop before confirming their complaint.  I had one who left a comment with the name “Chris P. Bacon”.  Now, I’m not knocking the fact that your mother and father with the last name Bacon decided upon Chris P. as your first name. I’m just not sure you’re who you say you are.  Besides, you’d think I’d remember a name like that on a RO. The name, and the complaint….sounds a little… too crispy. But like any of these reviews, the big problem comes in trying to right the wrong by removing these posts. It can be a bigger ordeal than you can imagine.

Is there a cure?

         So, what to do?  Well, it’s pretty simple.  Ask all your customers to leave a comment every time they have any type of service work done at your shop, and not wait for a problem and let that be the only review.  Start using the digital world as a billboard to let everyone know what you do and how well you do it, not just as a complaint department for those disgruntled irritants who seem to use the internet to voice their opinions on subjects they don’t really understand.

Are you part of the problem?

         As usual, your tone of voice and off color sarcasms may not be for everyone.  Of course, that may be just the way you talk and act, and not necessarily an attitude, it’s just you.  For some people, that’s not acceptable, which means from the get-go you’re not going to have a very successful relationship with them.  For me, I’ve never been one to think I was going to make personal friends with everyone that came in the door I always figured you get what you give. You come in with an insulting attitude about my trade and profession you’re going to get the similar type of attitude back at ya.

         This is where as a shop owner, or head mechanic, you’ve got to take a step back and realize the service counter may not be the best place for you.  If your expertise is diagnosing the various systems in today’s vehicles and not in holding a meaningful conversation with a soccer mom, even if they came in to the shop telling you her van is overheating because of a faulty tail light. You know there’s no way that could happen, but you can’t keep your mouth shut or think you’re going to correct the situation by telling them, “Nope, that can’t happen ma’am”, maybe you don’t belong behind the service counter.  You might be turning into your own worst enemy.  Doing the work is one thing, getting the work in the door is another.  That’s where hiring a service writer or taking some business coaching classes to become more aware of your personally fault, and yes… we all have faults.  It’s just sometimes hard to admit it or recognize that we have them at all.

Grasping at the reasons why

         The big thing to consider is whether or not these reviews are justified from your approach to the repair, results of the repair, or perhaps your reactions at the service counter.  You have to ask yourself, “Are these reviews worth the time to worry about, or are they a real representation of the shop?”  Either way, if 80 percent of the buying public refer to them, whether they are good or bad reviews, that’s still a lot of potential customers reading them.

Digital reviews are here to stay, and I would say they are important to the future jobs you may or may not get into your shop. Maybe you shouldn’t put a lot of faith in the accuracy of some of these reviews if you know deep down they’re not true. It’s also good to keep in mind that most sensible people reading can see through those crackpot type reviews, and if plenty of your good customers are saying something positive in a review it will offset those wacky responses.  It’s all in the perspective other people have that’s important.  It’s a reflection of your abilities you want to shine through. The accuracy of these reviews is important, and sensible people as well as yourself, know the real story.  Now, make sure everyone else knows too.

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I'm doing better every day. Still not allowed to lift more than ten pounds.... but I've only got another week before that should change. Walking about 2 or 3 miles a day with the mrs. Lost 20 lbs so far... no beer...that'll do it. Lol. Hey, it's all about life changes at this point. Hopefully I can play golf in a few months. Anyway, working from home on a few manuals and service info for haynes, it's keeping me busy...for now. Next week I'm substitute teaching at a tech school for a week or so. So, I may not be turning wrenches... I'm still in the biz.

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Deal

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Well, I'm on my 3rd week after surgery.  I've had some great days and some not so great days.  Had to go back to the ER a few days ago because the pain on the incision was just too much.  They gave me some pain pills which allowed me to sleep.  Now, I'm off the pain pills... again...and only on Tylenol.  The pain, which is better described as a nagging pressure is made worse by lifting your arms over your head or trying to twist or pick something up heavier than a gallon of milk.   Each day it does get better, but now and then it does like to sneak up and remind you how much work was needed to crack this old mechanics chest open.     

According to the doctors I'm not allowed to drive for 2 more weeks, and no golf for another 6 weeks.  Luckily, I've got a manual to write and my usual column to write, and in 2 weeks I'll be substitute teaching at the local tech college.  I'll be teaching A/C diag.   easy stuff...no lifting required.  

As things progress, I do believe I'll be ready to get back at it in about 2 more months.  Although, I've decided to sell my shop.  I just can't imagine crawling under a dash after this.  So, it either sells quickly, or I'll sell things piece by piece.  I'll give it a few months or when ever the cash flow gets too tight.  Anyway, things are progressing as well as to be expected.  

Guys, gals... if you feel like your slowing down, a bit of chest pains...even if it seems minor (like mine did)... get a stress test and find out for sure.  I'm telling ya from experience... this open heart surgery stuff.... ain't fun... ain't fun at all.   

5 hours ago, HarrytheCarGeek said:

Great article, Gonzo! I have been in that same situation, and the things that crosses your mind are all about the kids and loved ones. I hope you help to save many lives with your writing, because your words of wisdom are priceless!

I'm sure they'll be more than one story about this.  So much of it is related to what we do every day. Thanx for reading my stories and yes, I sincerely hope I can help others with these stories.  

 PM Importance

         The mere idea of an intermittent problem that can’t be reproduced is a diagnostic situation that comes up way too often for mechanics.  Another is the car that comes in that has had absolutely no preventative maintenance performed, and we all know how that’s going to end up.  After decades of being behind the service counter, as well as under the hood, I do get a bit frustrated that people won’t do any preventive maintenance, or neglect to tell me about an intermittent problem they’ve had forever, because they feel it has obviously nothing to do with the reason they’re here today.  

         I can only do so much, and without some prior history of any symptoms or what work that has been done, it makes it rather difficult to do my job as a mechanic to the best of my abilities.  Information is the key when it comes to just about any subject, and preventive maintenance can lead to a lot of information, which is by far the cheapest and best way to prevent even larger problems.

      I found out the hard way a PM doesn’t just apply to the family car. Your internal engine needs some maintenance once in a while, too. Neglecting the early signs of an intermittent problem with a car may not have as devastating effect as neglecting your body’s own advanced warnings. Let’s face it, a car drops a valve or burns out a PCM, all your friends and family don’t send flowers or come visit you in the service bay. This is one of those times when the sure footed mechanic with all of his snarky comments about people who don’t listen to their car and won’t relay the pertinent information to their mechanic is now the patient, not the repair guy.

         Hardly a car will make it for its entire life without clogging the EGR passages, blocking the VVT ports, or have the occasional reduced air flow from of a dirty air filter. It’s inevitable that some sort of maintenance procedure will need to be performed to maintain that “as new” drivability. Me, the mechanic, well… I don’t have a check engine light to forewarn my impending doom.  If I’m feeling a bit down, maybe a bit slow, or a slight tightness in the chest I’m likely to shrug it off and get back to work. Until the pain literally throws me to the floor, while clenching my favorite ratchet to the chest, this stubborn old guy won’t realize I’m about to cash in on that life time warranty I thought I had. You know the type: the “A” personality, all knowing, self-assured, and can take care of any problem on my own mechanic guy.”  Well, age and time, diet, stress, and my family medical history have done me in.  You’ve met your match, Buster. You’re about to throw a rod.   

         The mechanic with “A” personality traits, and the “I’m the guy with the answers, and I’m right so often it’s a shock when I’m not”, as well as the, “Large and in charge” attitude usually means they’re (I’m talking about myself of course) not likely to listen to anyone else. They tell themselves those chest pains felt off and on are from some bad pastrami, but it’s a heart attack and it’s only going to get worse. And, it did.  I can still hear all the times my wife and kids harped at me as I was being wheeled down the hospital hallways on the gurney, watching the neon lights zip by as I was rushed into Triage. 

 I hate to say it, but that’s me to a “T”.  I often wondered why the surgeons were held to such high esteems, and why they all seemed to have an air of confidence about them. I believe it’s a result of the years of training, the years of answering questions, and the years of listening to halfwit, poorly conceived ideas of what ails a person from people who have no idea what they’re talking about. Which is not that different than what the trained mechanic goes through on a daily basis.  People ask questions and expect educated answers.

         Basically, if you’re one of those guys who pushes himself all day and night, works from sun up to sun down, or tells the wife that my job comes first and we’ll go on that big vacation when I retire, are fooling themselves and their families.  Most of the time you’re so busy you forget to PM yourself.  You overlook the obvious signs of an impending failure from those intermittent chest pains or backaches, etc.  Life’s too short to say, “I’ll wait until later to get checked out.” 

         Imagine what the surgeon is thinking when he props your chest open, looks in there and sees obvious lack of PM.  Don’t be the mechanic in every situation.  Don’t assume that you can fix everything. There are other people out there who are just as professional in their field as you are in yours. Hopefully you’ll get a second chance as I’ve been given.  Don’t waste it on working until you die. The customer cars will wait.   Follow your body’s PM schedule, and you’ll get to live a little more.

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I don't think anything was free.... the nurse told me the Tylenol was 40 bucks a pill. How come we can't get away with these charges and they can??? And they say mechanics are rip offs. Pfft

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If you look at the "V" of the shirt you can just see the start of the scar.  There's a bump at the top of it.  That bump is from what I've been told, is part of the zipper they pull your chest back together with.  They insert some sort of key there and turn it until the chest is pulled back into place.  It's supposed to go away in a few months.  The scar runs about 8 inches and yes... everything hurts... but I smiled for the camera for you guys.   Love ya ALL.  

Can't do much else...but get better.  This fruit basket will be a part of it.  Thank you guys.    

On 6/27/2017 at 1:54 PM, xrac said:

I am so happy things are looking up for you! One of the good things that has happened to me over the last few years is getting to know you (although we haven't met face to face yet).  That is something that I trust will actually happen someday. 

On 6/27/2017 at 1:54 PM, xrac said:

I am so happy things are looking up for you! One of the good things that has happened to me over the last few years is getting to know you (although we haven't met face to face yet).  That is something that I trust will actually happen someday. 

Harry....u made my day.  Thank you for the fruit basket.  Never a more proud moment to be associated with such a talented group of guys and gals.   Ya made my day.  Thank you.  

Almost two years ago I suffered a traumatic injury to my left leg in the Atlantic Ocean which required surgery, screws, plates and continued physical therapy to this day. Minimizing or eliminating the pain meds is a great improvement and a milestone which I can relate to. The pills helped me with the pain but they also made me very depressed which for me was harder to deal with than the pain. I found that the recovery phase was like taking one step forward and all too often a half to a full step backwards which can be very frustrating. A good friend of mine told me to write down all the things I wanted to be able to do and revisit the list in 3 or 4 weeks to judge my progress. When I say "a list of things" I mean a realistic list of simple things such as being able to put on a pair of pants. It was very easy for me to identify and dwell on the things I was unable to do. I needed a reminder of the small progressive steps of improvements that occurs during the recovery process and this list provided that for me. Great to hear from you and I wish you continued progress towards recovery.    

Today, I actually made all day with no pain pills.  Who hoo!  More walking and more activities is the key.  Can't work, still can't stay upright that long.  Probably weeks until I'm allowed to drive anyway.  Slowly healing, keeping up with posts, and everybody's comments.  Thanx for ur thoughts.  It really makes my day to hear from u all.   

Good to see ya up and at em!! Cant keep a good man (or a really ornery one) down!!

Slowly getting back at it. Very sore and low energy... but getting better every day. Thanx for all your caring thoughts. U guys are the best.

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Full report after Dr. Hacksaw and Nurse Hatchet remove the faulty plumbing and start the motor back up....  it's one of those things that what YOU thought was normal isn't even close to the real normal.. ........  know I know.... the hard way.  BTW ... heart attacks hurt like a somofabitch.  

2 hours ago, HarrytheCarGeek said:

Excellent article, Gonzo! Great reading.

I spend a lot of money on testing equipment and training, I also train my guys all the time, I hold formal classes for them. I have dealers send me their people, and I am picky on whom I train.

What's the difference between my shops and the competition, 1. We strive to know the science better than anyone. This in turn delivers efficient service to our customers.

I had an old guy deliver a great compliment to me yesterday, he said "Harry, you are expensive as Hell, but I be damn if I will go somewhere else to get my car fixed. I like it fixed right the first time with no bullshit." This was his granddaughter's car that had bounced around a few shops after a collision, the culprit? A forgotten ground strap that was left off at the collision shop. Yes my friends, electronics need solid signals.

I too pride myself on learning the science behind the technology.  Which in turn, makes repairs a lot easier to understand.  AND, like you said, I've had customers tell me that I'm the most expensive-best money they've spent-and wouldn't change a thing-repair shop.  Still, I do get the oil change coupon jerks on occasion, and it's sad to say, but I chase them out the door with my usual sarcastic attitude....which usually ends up with me looking like the bad guy....which at this point in my career...I couldn't give a sh'''''t less about.  It's quite simple, you want the best...pay for the best.  You want the best training...pay for the best training.  We can argue about cost all day, but it still comes down to who knows what they're doing and who doesn't.   

Repairing by the Numbers

         Now and then, I’ll get a car in the shop that you can clearly tell some amateur has been fiddling around under the hood.  Things are out of place, harnesses and lines are not strapped down, or they’ve come up with some concoction to seal an oil leak.  Nothing surprises me these days, especially after all the years I’ve been at this.  Whether it’s a homemade battery clamp or gobs of pepper poured into the radiator to seal a leak, I’ve probably seen it before… and then some.

         Once in a while, some of these in-the-ditch repairs truly are a road side emergency, but I tend to believe with proper maintenance even those repairs could be avoided. I’m not saying you won’t break down on the side of the road, I know I have, but we aren’t driving around with points and condensers or 2 ply tires anymore.  Cars have far more reliability built into them than the cars back then.  Even though the number of repairs has dropped considerably, the number on the bottom of the repair invoice rises with every new technology added.

         Like everything else in the modern world, it still comes down to the numbers.  The dollar number that is.  Car repair can be expensive, especially considering the amount of training, tools and equipment needed to perform the various diagnostics and repairs. However, there are still a number of people who take car repair and maintenance as something that can be taken care of with cheap off shore parts and a shade tree, no matter what the problem is. That number is soon to change.

         The number of sensors, cameras, and multiple layers of high speed computer data in the modern car changes the way a lot of repairs that once were simple, like a cracked windshield, or a piece of trim falling off into a calibrated control system service.  A consumer, or for that matter a repair shop, who is unaware of the complexities of these new systems and tries to penny pinch a seemingly minor problem, may inadvertently be putting themselves, their passengers and the other motorist at risk.

                  The days of bailing wire and homemade repairs has reached the end of the road.  Cars are far too sophisticated and complex for shoddy repair work from either the unaware motorist or those repair shops with antiquated repair methods. This is where training the consumer about their car is just as important as training the technicians. 

Things like replacing an outside mirror after Junior clobbers it backing out of the garage, aren’t as simple as before. Now, they’ll need to be calibrated and realigned because of the cameras and sensors in them.  Even minor fender benders can’t be taken as lightly as before. A few stray piece of duct tape might hold the bumper on, but cover up a radar sensor.  However, with these systems in working order, the likelihood of getting in a fender bender or getting too close to the garage door has been diminished by those very same cameras.   

         Cars aren’t built like the solid tanks of yesteryear either, and why should they be?  The technology and the way the vehicles are built goes hand in hand, and it’s not just about fuel economy or creature comforts, it’s about the safety of the occupants as well.  

         In short, the modern mechanic is going to have their hands full programming, calibrating, and setting up the modern car for those minor mishaps that the average motorist gets involved in. Even now, insurance companies offer better rates if your car is equipped with some of the latest radar and protective systems, such as crash avoidance and lane departure awareness systems. 

Keeping these rolling computers in working order isn’t going to get any cheaper, either. Someday you might even count the number of times the technology in your car made a difference to you and your family’s safety, and for those reasons the numbers don’t matter. Saving a dollar is a smart thing to do, cutting corners on repairs isn’t.  Repairing the car by the numbers just doesn’t add up when it comes safety and reliability.

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Memorial day weekend is for our veterans that didn't make it home and the ones that lived to tell the story.  This is one of my all time favorite stories I like to tell every memorial day.  Hope you enjoy it too. 

7 hours ago, Joe Marconi said:

Truly a Gonzo Classic!  Humor with American pride! You can't get better than that!

 

 

I told the wife, "Hey, I'm a classic!" She said, "No, you're just an old fart." 

26 minutes ago, xrac said:

Does this fancy wiring repair qualify?  Gonzo it may be a repeat article but it is still a good one. 

Yep, that there is quality work.

another busy week, no time to put together this weeks new story.... so... pull one out of the grave yard.  LOL   

still a good story.  

There’s some good ol’ boys out there who love to tinker on their cars every chance they get.  They're not necessarily Harvard scholars, nor are they from back in the hills or down some dusty dirt road.  They’re from every neck of the woods, and from every city street. They will tackle any problem out there, and usually have some really interesting ways 

When it comes to every day repairs, they have their own unique way of taking care of them, to say the least.  I'm not talking about the duct taped window with the split open garbage bag over it, or a pair of lock grip pliers for the blower switch. .. no, no, no... those kind of quick fixes are too common and don't even rate to be called a true redneck repair.  I'm talking about the ingenious methods of taking care of their car without the aid of a manual, common sense, or good judgment.  These are the true rednecks that blanket the country with the most hilarious methods of keeping their cars on the road that anyone could even imagine.  I’ve got a few examples… let’s see if you agree. 

The other day I was making my way home when I spotted an old pickup a few cars ahead of me.  It appeared to be hauling a load of scrap metal, but as I got closer it was clear this scrap metal was lashed onto the truck itself.   This guy had an old aluminum screen door laid across the back of the cab horizontally, and had it silicone sealed in place as well as wire straps in several places.  He was using it in place of the rear glass of the cab.  Not only did he have the glass window pushed up, he was also using the screen window to allow the breeze to enter his cab.  (It wasn’t hard to tell with the bits of paper getting blown up from the truck bed, and then sticking momentarily to the screen.)  Yep, I’d say there's no doubt, this guy is officially ...  a redneck.  

A few years ago I had an old car come in for some front end work... boy, was it a pile of junk.  There wasn't a straight piece of metal on the car anywhere.  Talk about clearing the barn out of bailing wire, this guy had it everywhere.  The oddest thing was this piece of rope tied to each of the wiper blades which he had running through the open front windows.  I had to stop what I was doing, and ask him what the rope was for... he was eager to show me.  While sitting in the driver's seat he would pull the rope back and forth and his wipers would move accordingly.  Cleaver ain’t he?  … I guess so, his reasoning behind it seemed pretty sound…… the wiper motor froze up some time ago, and to avoid repairing it he came up with this little rig.  Can’t deny it… that's a redneck repair if I ever saw one.

Oh there's more...there’s always more redneck repairs out there.  Just hard to keep from looking at some of them sometimes; just makes ya shake your head at what they have created. Of course, there are these guys that fall in the category of real redneck engineers out there.  These suspender wearing-beer chuggin’ tool connoisseurs like to think of themselves as automotive structural re-engineers.  I've seen everything from a Pinto four feet off the ground with a complete 4WD set up under the chassis, to SUV's with the tops cut off like a convertible.  In fact one guy was using his revamped SUV as a way to haul his livestock around his farm.  The only time he would get it out on the highway was to fill it up with gas at the local station.  Once in a while he'd bring his pigs, goats, or whatever else he was hauling along for the ride. You guessed it, definitely... a redneck.

So what constitutes a redneck?  I suppose the best answer to that would be someone who dares to be different.  Someone who has enough “moxie” to attempt the impossible without any concern or care what anyone else thinks about their remake of their horseless carriage. They're out to take care of a problem, or a need they have, with the tools and scrap metal they have at hand, and by golly, they’ll get it done for sure.   I know I've done my share of redneck repairs in the past, and there's no doubt  I've got a bit of that redneck in me too.  I'm sure most of us do, just some of these good ol' boys just take it to the extreme.  

We've all probably seen the beer can strapped to the exhaust to keep it from leaking, the flashlights duct taped to the fenders, the chain and lock in place of the door locks, and of course the odd battery clamp.  That’s just amateur stuff compared to some of the professional rednecks out there.  These folks take care of business in their own special way. There's no end to their creativity, nor the ability to come up with something so weird or unique that you'll say, “Yep, that there is a redneck thru and thru.”  (I would just stand clear if one of them says… “Hey now, watch this.”)  

 Now, on occasion you'll spot some of the creations from these backwoods garages that will totally surprise you.  At a VW car show many years ago I saw an old type III Volkswagen where this creative genius took a V6 Pontiac Fiero motor, suspension and drive train, and somehow shoehorned it into place where the original motor and backseat were. You could practically change the plugs from the driver's seat…… it was that close to his head.  Did it work? You darn tootin' it worked.  Work so well he could stand the front end up as it shifted into second gear.  

Ya gotta love these redneck creations.  They make me smile; brings a chuckle out once in a while, too.  As a mechanic I'm generally skeptical of these lofty ideas they have, but as a spectator at a mud bog...I just love this stuff.  Give me some good old American ingenuity any day of the week.  

The one thing you can say for all those good old boys out there... these guys sure know how to have fun.   Just keep trickin' out them there vehicles and show em' off, ya hear.

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