Shop Press

Shop Press is the news and idea hub for everything related to working on cars and trucks, focusing on repair, technology, and wrenching lifestyle.

From the creative minds at:

FEATURE STORY

Hot Off the Press

Interpreting Compression Tests–ASE Practice Questions (VIDEO)

Description Technician A has just completed a running compression test using a mechanical compression gauge. Technician B says that the test is used to check the volumetric efficiency of the engine. Technician A says that the higher-than-expected readings indicate a...

Do I Need a Tune-up?

If you’re like me, you might cringe a little. More often than not, they’re hoping this magical procedure will fix some mysterious issue with their car. But let’s break it down: what is a tune-up, anyway? Most dictionaries describe a tune-up as “a general adjustment to...

PSA: Be Safe With Brake Cleaner

If you work in a shop (and if you’re reading this, chances are you do), you are undoubtedly familiar with brake cleaner. And, if you know the scent of brake cleaner, you probably know that using it is not great for your health if it comes in contact with your skin,...

Compression Testing | ASE Practice Questions (VIDEO)

Description Technician A has just completed a dry compression test of a four-cylinder engine. All four cylinders are below specification by about the same amount. After performing a wet compression test, values remained unchanged. What could cause this condition? A)...

When a Voltmeter Isn’t Enough (Video)

Description With the variety of electronically controlled systems on a modern automobile, the days when a test light or simple voltmeter was enough to diagnose problems are long gone. Using a digital storage oscilloscope (DSO) can make troubleshooting faster and more...

P0420/P0430—The #1 DTC in the Country

DTCs (Diagnostic Trouble Codes) P0420 and P0430 are generic industry codes and part of the OBD-II standards. The descriptor labels the code(s) “Catalytic Converter Efficiency Below Threshold – Bank 1 (or 2)”. And the number one part sold to repair this problem is a...

The seven words you never want to hear from a customer (and how to avoid them)

by | Aug 1, 2023

Picture this: it’s an unremarkable day at work, and you’re busy crossing lines off your to-do list. Suddenly, a recent customer returns and ruins your day with the following words. “Ever since you worked on my car…”

Look, nobody’s perfect. If you make a mistake that results in a problem with a customer’s car, you resolve the issue, deal with the consequences, hopefully learn a little something from the experience, and move on. But your responsibilities don’t end there. As an auto repair professional, you’ll see and know things about a vehicle that its owner(s) never will. And unless the vehicle in your bay has never been serviced or repaired anywhere else (including DIY repairs!), you need to pay attention… or pay the price. Here’s a cautionary tale to consider.

A coworker recently walked out to her crossover, only to find an ominous puddle of oil underneath it. When the dipstick revealed that the engine oil was dangerously low, she had it towed to a local shop for repairs. (Let’s call them Shop A). A different shop (Shop B) did an oil change on the vehicle a few weeks previously, which may or may not be relevant here. Shop A’s diagnosis? A crack in the oil pan had caused the sudden oil loss. This was surprising to my coworker, since she hadn’t done anything with the vehicle that would crack a pan. No offroad trails, no sweet jumps, no accidents. Also, she does not work on her own vehicle.

Leaking oil plug

Overtightening a drain plug is a rookie mistake. But hiding a mistake from a customer, or the boss, is not the solution. Photo: Mike Apice.

My entire job is focused on broken car parts, so I asked my coworker if she could have Shop A leave the broken pan with her so I could look at it. When the oil-soaked box arrived at my desk, I flipped the pan over to look for a hairline crack, a defect in the materials, or some sign of impact. Instead, I was greeted by a fat smear of RTV, a partially rounded oil drain bolt, and a heavily punished crush washer. I do not believe this pan died of natural causes.

A new oil pan and a few quarts of oil saved this crossover’s engine, but this situation never should have happened. In the first place. One simple rule could have avoided a lot of cost and frustration, not to mention a loss of trust. That rule? “If you see something, say something.”

Stripped oil drain plug

Your customer should know about damage like this. And your shop shouldn’t be blamed for someone else’s hack job. Photo: Mike Apice.

So, how can you implement these ideas into your own work? Here are five ways to protect yourself and your shop.

1

It’s easy to get tunnel vision when working on a specific problem on a vehicle. Don’t forget to take in the big picture and make a note of any obvious repairs that are needed.

2

Be quick to recommend work, but slow to place blame. You don’t need to play detective to earn a customer’s trust.

3

Make sure that both you and the customer have some record of the issue. Requiring a signature is a good way to indicate that the customer has seen your documentation of the issue. It may be necessary to have the customer sign a waiver before the vehicle leaves your bay if the problem is bad enough. Examples: dodgy aftermarket audio wiring, severe chassis corrosion, a vise grip on a brake line that’s “always been there”, etc.

4

Make sure your shop has a policy, even an informal one, that encourages techs to flag trouble when they see it. A culture of vigilance protects everyone.

5

If you own the shop, make sure you have a solid understanding of your liability policy. A customer threatening legal action will be required to prove that you are at fault, and your records are your first line of defense.
With these steps, you may hear a happy twist on the dreaded seven words. “Ever since you worked on my car, I’ve had a lot more confidence in it. I feel safer knowing that you looked it over carefully and fixed some past problems that I didn’t know about. Thanks!”

The articles and other content contained on this site may contain links to third party websites. By clicking them, you consent to Dorman’s Website Use Agreement.

Related Articles

Shop Press Comment Policy

Participation in this forum is subject to Dorman’s Website Terms & Conditions. Please read our Comment Policy before commenting.

Subscribe
Notify of
guest
1 Comment
Newest
Oldest Most Voted
Inline feedback
View all comments

Get Articles In Your Inbox

Subscribe to receive a monthly email summary of our latest Shop Press stories.

Shop Press

I agree to the above privacy statement and T&Cs

Thanks! You're now subscribed.