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Ten (sort of serious) questions every service writer should ask

At its core, writing service is information synthesis—collect, sort, simplify, regurgitate, repeat. Obtaining the raw information from techs and customers alike relies on prompts, usually in the form of a question. The correct question asked at the correct time pays...

Several tips to make brake line removal less of a headache

“Got a seven-foot section of brake line out without dropping the tank, cutting the line, or ruining a fitting. Today was a good day.” I sent that text to a friend of mine the other day. In a past life he was a wrench at a Cadillac dealer, so I think he sort of...

A comprehensive primer on the automotive right to repair debate

I began my wrench-turning career back in the late ‘70s when cars still used carbureted engines with mechanical points ignition systems. I’ve witnessed firsthand the evolution of what once were primarily mechanical systems controlling major engine and vehicle functions...

PSA: Your customers are probably parking incorrectly

PSA: Your customers are probably parking incorrectly

It’s hard to tell someone they do something as basic as parking their car incorrectly. But I’m a charismatic guy, and I like a challenge, so I do this with customers and have for a long time. Why? Because the commonly accepted way of parking a car is pretty dangerous....
What do techs recommend for a “car crate?”

What do techs recommend for a “car crate?”

Many drivers on the road have what I call “car crates” or “car boxes”: the milk crate or cardboard box you keep in your car for auto needs. As a rather non-mechanically inclined individual, I have one in my car, which is primarily made up of things I use fairly...
Ew, gross: are there cars you won’t service?

Ew, gross: are there cars you won’t service?

“Just blow into the tube and it will start right up.” The owner’s car was fitted with an ignition interlock, a machine that would analyze one’s breath for alcohol prior to allowing the vehicle to start. It was a common court order for DUI offenders in that state....
Can the flat rate system work better for a team?

Can the flat rate system work better for a team?

If you’ve been working in an automotive shop for longer than about fifteen minutes, you know what the flat-rate system is and how it works. The system promotes some behaviors and disincentivizes some others—for better or for worse. Over the years, I have become pretty...