The ignorance of some customers continues to amaze. A buddy’s shop recently took in a 2001 Honda Accord with a “no brakes” issue. The car was towed in on a flatbed, since the customer was afraid to drive it to the shop.
Along, seemingly endless line of orange barrels or concrete barriers on a highway is never a pretty sight. It generally translates into traffic backups and longer commute times. However, there’s a bright side to this often aggravating scenario, with regard to demand for automotive repair.
I live in Ohio. I was born in Colorado when my dad did his stint in the Air Force, but my folks decided to move back to their home state of Ohio when I was just a pup. This never made sense to me... move from a spot where you can see the Rocky Mountains, back to the flatlands of the Midwest? Oh, well. Living in Ohio has its charms.
We’ve all dealt with these types of customers from time to time. You know, the folks who amaze you with their vehicle ignorance. But since you’re a polite pro and don’t want to alienate anyone, you say nothing, just grin and bear it. (And then try to educate them.
Probably every shop that deals with the public has a host of horror stories that involve "the world's dumbest" actions on the part of some customers.
In addition to the daily repair workload required to address customer repair and drivability concerns, there is a host of “additional services” that you’re able to provide, things that you may not have previously considered.
I am not alone when I say that I’m sick and tired of “news reporters” claiming that the automotive service industry is taking unfair advantage of the unwitting consumer.
I recently spent a very busy week at the recent Automotive Aftermarket Products Expo (AAPEX) and Specialty Equipment Market Association (SEMA) Show in Las Vegas. Admittedly, while Vegas isn’t my kind of town (too noisy and bustling for my taste), wandering through the show was, as always, thoroughly enjoyable.
Everyone involved in the automotive industry is aware of the importance of safety with regard to vehicle service work. We’re constantly reminded (in instruction sheets, in service manuals, by co-workers, etc.) to wear eye protection, to perform certain tasks in a well-ventilated area, to securely support a vehicle when hoisting, etc.
In the “old days,” when an automotive component was reclaimed instead of being sold for scrap, the part was “rebuilt,” which simply involved fixing whatever went wrong. The end result, depending on the shop doing the work, could be good or bad.
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