Quantcast
Jump to content

BANNING the word "DIAGNOSTIC"

Jay Huh

By Jay Huh
in Invoices & Estimates

 Share

Recommended Posts

Jay Huh Rising Star

Jay Huh

Posted
Posted (edited)

So I watched this teaser video from last years 2016 Ratchet + Wrench conference. The guy is banning the word "diagnostic."

Personally I think the guy is GENIUS.

Diagnostic is such a watered down term now. People think the guys at Autozone "diagnose" their cars for free.

I've told my advisors and techs to use the terms "test" and "analyze" like the guy mentioned in the video.

For example, if customer comes in for an overheating issue and wants to know why: previously we said "it'll be $38 to diagnose why your car is overheating." Problem with this is that it could be so many different things, if we use the words  "test" and "analyze" it becomes:

"Hey John, we need to TEST your cooling system by pressurizing it and ANALYZE it for any leaks. It'll be $38 to do this test." This is GENIUS! Why? because the customer will be happy because he knows what we are testing and feels that his money is being well spent instead of a "diagnostic" which conjures up images of a guy just sticking the code reader to the obd port.

If it ends up NOT being a leak: "Hey John, we tested the cooling system and the good thing is, there's no leak. WE need to now make sure you are getting good coolant flow and test to make sure there's no clog in the lines... or test the water pump.... test head gasket by anazlyzing combustion bubbles entering the system... etc"

Let's be honest, how many times have we pulled out our hairs diagnosing vehicles and only getting paid/charging .5?? Not only do we get what we deserve with "test" and "analyze" but the customer is happy too! 

Can anyone that went to the conference last year chime in?? This is from watching the first 7min of the video (have to pay to watch the rest, which I don't mind but thinking about buying the all access pass for 2017) and I'm thinking this is where the instructor was heading.... correct me if I'm wrong and what do you guys think??? Let's get some good discussions going

Edited by Jay Huh
  • Like 2
Link to comment
Share on other sites









mmotley Proficient

mmotley

Posted
Posted

Haven't seen the video and didn't go to the conference, but yea, I can't tell you how many times I've been told Autozone or O'Reilly's ran a diagnostic on a car... Like that means something! Yea, I stopped using the word 'diagnostic' a while back started telling customers we need to 'test' or perform a certain procedure. As for the customers who still don't get it ("but Autozone already hooked it up!"), I use this script:

"Look, nobody wishes it more than the techs in the back that diagnosing cars was as easy as just plugging in a computer. Unfortunately, that only gives us a code, and that code refers to a table that tells us what tests we need to perform in order to isolate either the faulty component, wiring, or module. That's why my guys attend classroom training at least once a month and complete 8 hours of online training every quarter."

It also helped me move away from having a flat rate diagnostic charge. Now, I look more at what tests we are performing and can better capture the appropriate charges

  • Like 2
Link to comment
Share on other sites
  • 2 weeks later...
alfredauto Experienced

alfredauto

Posted
Posted

I don't understand why az can diagnose cars without a facility license but I gotta pay the state for one. The atty general should shut these guys down for fixing cars in the parking lot. It costs consumers millions in unnecessary parts.

" Az said I need an oxygen sensor and its $22. " Sorry ma'am the air fuel ratio sensor in your car has six wires and costs $375. The single wire universal one won't work. I'd like to test it before replacing it if it's ok with you as they rarely fail but I'll need the car for a few hours. " Will it cost money to check? " Of course, our labor rate is x but it's much cheaper than replacing unneeded parts. 

We go through this daily. "I bought a cam phaser for $41 because parts man said I need it, how much to throw it in real quick?" It should be outlawed.

  • Like 3
Link to comment
Share on other sites
xrac Grand Master

xrac

Posted
Posted

Premium Member Content 

This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

Link to comment
Share on other sites
" data-webShareUrl="https://www.autoshopowner.com/forums/topic/11831-banning-the-word-diagnostic/?do=findComment&comment=33583">More sharing options...
  • 2 weeks later...
RonBC Newbie

RonBC

Posted
Posted

Great thread.  Thanks allot!

How did you end up re-describing the canned job or jobs?

Mine read  (work requested) Computer Scan Diagnostics

                (work performed) Scan for codes and record all codes found.

I'm trying to have a proper, professional, description.  Using those keywords, "Troubleshoot", "Analyze" and "Testing".    I also think it is important to include a road test before and after in the work performed section. Sometime I will road test for a technician for an hour or more to confirm a fix if we feel it necessary. (Or reproduce an intermittent issue)

I need to remove and replace the word diagnostic from front end inspections, and other areas also.

I appreciate your input.

 

 

 

Interesting read on estimates and diagnostics.

https://www.legalline.ca/legal-answers/motor-vehicle-repairs/

 

Ron

 

 

  

Link to comment
Share on other sites
Jay Huh Rising Star

Jay Huh

Posted
  • Author
Posted
22 hours ago, totalautocare said:

Does anyone have a link to this video?

Sent from my SM-N900P using Tapatalk
 

I was thinking of buying it but signed up for the 2017 conference instead. I will find the person who taught this lesson and ask him personally to give me the quick rundown lol

Link to comment
Share on other sites
RonBC Newbie

RonBC

Posted
Posted

Hi.

Spent the day yesterday working on a canned job to describe a full diagnostic repair.  Heres what I wrote.

(Canned job description)
ENGINE SYSTEM ANALYSIS
 

(Perform)

ANALYZE, TEST AND TROUBLESHOOT:
RETRIEVE DATA FROM ON-BOARD COMPUTERS
VERIFICATION TESTING OF RELATED SYSTEMS
RESEARCH TECHNICAL SERVICE BULLETINS
PINPOINT TESTING OF SUSPECTED PART FAILURE AND RELATED COMPONENTS AND WIRING
PERFORM REQUIRED REPAIRS
VERIFY REPAIR - RETEST
 
To diagnose only I remove the last 2 lines..
 
feedback plz..
Ron
 
  • Like 2
Link to comment
Share on other sites
Jay Huh Rising Star

Jay Huh

Posted
  • Author
Posted
1 minute ago, RonBC said:

Hi.

Spent the day yesterday working on a canned job to describe a full diagnostic repair.  Heres what I wrote.

(Canned job description)
ENGINE SYSTEM ANALYSIS
 

(Perform)

ANALYZE, TEST AND TROUBLESHOOT:
RETRIEVE DATA FROM ON-BOARD COMPUTERS
VERIFICATION TESTING OF RELATED SYSTEMS
RESEARCH TECHNICAL SERVICE BULLETINS
PINPOINT TESTING OF SUSPECTED PART FAILURE AND RELATED COMPONENTS AND WIRING
PERFORM REQUIRED REPAIRS
VERIFY REPAIR - RETEST
 
To diagnose only I remove the last 2 lines..
 
feedback plz..
Ron
 

Spot on, I'd pay $120 for that and I am cheap lol. That to me is getting a lot of value. With the word "diagnose check engine light," I'd expect a free code read and expect to know what the problem is

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing

  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      Want to End Your Technician Shortage? Focus on Retention!
      By Joe Marconi in Joe's Blog
         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”

  • Similar Topics

    • Joe Marconi
      Business Has Slowed Down? Or Back to the Way it Was?
      By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • carmcapriotto
      The Diagnostic Difference – Life of a Mobile Technician: Freedom and Flexibility [RR 949]
      By carmcapriotto
      Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Recorded at the 21st annual TST Big Event, Robert Kenny Jr shares his journey from technician to mobile diagnostician and educator. Discussions cover the challenges of technician retention, fair compensation, and the shift towards electric vehicles (EVs). Robert Kenney Jr., Ampd Auto Diagnostic Solutions, and instructor at Hudson Valley Community College. Show Notes
      Robert Kenny Jr.'s Career (00:01:03) Overview of Kenny's career and his transition to entrepreneurship. Starting a Shop (00:02:24) Kenny's journey to opening his shop and the obstacles he encountered. Technician Training (00:03:20) The significance of training for technicians and its industry effects. Education and Industry Development (00:03:59) Kenny's role in automotive industry education and growth. Mobile Diagnostic Business Growth (00:06:43) The development of Kenny's mobile diagnostic service and its influence on small shops. Balancing Roles (00:08:00) The challenge of juggling teaching, diagnostics, and shop management. Technician Pay Issues (00:10:03) The problem of technician compensation and its effect on new talent. Accountability and Mentorship (00:11:17) The role of accountability and guidance in business growth. Admitting Failure (00:12:31) The difficulty of acknowledging mistakes and seeking assistance in the field. Mobile Diagnostician Benefits (00:14:16) Advantages of working as a traveling mobile diagnostician. Labor Rate Comparison (00:16:09) Analyzing labor rates and their significance in the industry. Flat Rate System Comparison (00:22:51) Contrasting flat rate systems in various shop types and their technician impact. EV Standards Development (00:24:19) Participation in setting electric vehicle charging standards and curriculum updates. EV Technology Importance (00:25:44) The significance and progress of electric vehicle technology in the sector. Training Importance (00:27:05) The consequences of inadequate training on businesses and the demand for specialists. Robert's Mobile Diagnostic Experience (00:32:12) Kenney shares his enjoyment and insights from his mobile diagnostic venture and time at Gill's Garage. Educational Programs and EV Training (00:32:17) Discussion on Hudson Valley Community College's programs and Bronx Community College's EV class development. Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2024. Mark your calendar now … November 5th-7th, 2024. AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at http://AAPEXSHOW.COM/WEBINAR NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections            
      Click to go to the Podcast on Remarkable Results Radio
    • carmcapriotto
      So You Think You Want To Open Your Second Location? [THA 377]
      By carmcapriotto
      Thanks to our Partner, NAPA TRACS and AutoFix Auto Shop Coaching Industry shop owners discuss the challenges and strategies of opening and managing a second location. They explore the motivations behind opening additional shops, touching on wealth building, seeking new challenges, and planning for retirement. Carl Hutchinson emphasizes the importance of providing a growth path and career opportunities to attract and train the next generation of industry professionals. The conversation highlights the complexities of scaling a business and the need for strong leadership, financial planning, and a commitment to developing talent within the industry. Carl Hutchinson, Complete Automotive, 2 locations, Springfield, MO. Listen to Carl’s previous episodes HERE Kim Auernheimer, CS Automotive, 2 locations, TN. Listen to Kim’s Episodes HERE. Jim Fleischman, Automotive Alley, 2 locations, Arcade and Marilla, NY. Listen to Jim’s previous episodes HERE.
      Behind the Scenes: New Shop Retrofit/Remodel with Carl Hutchinson [CC 097]: https://remarkableresults.biz/remarkable-results-radio-podcast/cc097/ Store two considerations (00:01:01) Discussion on the importance and reasons for opening a second store, including financing and marketing efforts. Finding the second location (00:02:52) Panelists share their experiences in finding and choosing the location for their second store. Preparation and challenges (00:09:33) Challenges and preparations for operating a second location, including policies, procedures, and staffing. Systemizing and structuring (00:12:29) The importance of systemizing and structuring operations for a second location, as well as the challenges and preparations involved. Transition and training (00:15:14) Discussion on transitioning and training staff for a new location, including the use of a shop management system. Reflection and passion (00:17:32) Reflecting on the passion and effort required to start and grow a business, including the challenges of expanding to multiple locations. Store Number Two Challenges (00:17:56) Challenges of opening a second store, losing customers, ordering parts, and managing separate entities. Inventory and Supplies (00:20:14) Challenges in stocking inventory and supplies for a new store, unexpected expenses, and the importance of thorough planning. Financing and Cash Flow (00:24:43) Discussion on financing options, including seller financing, bank loans, and personal investment, and the impact of COVID-19. People Problems and Leadership (00:29:17) Dealing with turnover, hiring challenges, and the importance of finding the right people for leadership roles. Grooming and Growing Store Two (00:32:45) Balancing time and effort between store two and store one, empowering vice presidents, and the changing role of the company president. Building an MSO (00:34:48) Discussion on the motivations for building a multi-shop operation, including retirement planning, challenges, and personal growth. Creating Career Paths (00:41:26) The importance of creating a career path for the younger generation, fast-tracking growth, and training and educating employees. Valuing and Acquiring Businesses (00:47:31) Challenges in valuing and acquiring businesses, including the impact of market competition and the importance of assessing profitability. Equipment and Location Considerations (00:49:29) Discussion on starting from scratch, acquiring equipment, and the significance of location and infrastructure.
      Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Auto-Fix Auto Shop Coaching Proven Auto Shop Coaching with Results. Over 61 Million in ROI with an Average ROI of 9x. Find Coach Chris Cotton at AutoFix Auto Shop Coaching on the Web at https://autoshopcoaching.com/ Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections            
      Click to go to the Podcast on Remarkable Results Radio
    • carmcapriotto
      The Driving Force: Extraordinary Results with Ordinary People [RR 948]
      By carmcapriotto
      Thanks to our Partner, NAPA Auto Care Andy Bizub explores the influential book "Driving Force: Extraordinary Results with Ordinary People" by Peter Schultz. Dive into the pivotal role of culture in business success with personal insights on maintaining a positive work environment. This episode is packed with wisdom for business owners and leaders seeking to improve their operations and team dynamics. Andy Bizub, Midwest Performance Cars, Chicago and Northbrook, IL.  Andy’s previous episodes HERE. Show Notes
      Email Lori Schutz for your copy of "The Driving Force: Extraordinary Results with Ordinary People": [email protected] Leadership Book Insights (00:02:07 ) Exploring 'The Driving Force by Peter Schutz's' perspectives on leadership and empowerment. Book's Business Influence (00:03:04) The book's influence on leadership strategies and business operations. Book Discussion (00:05:35) Diving into the book's content and its effects on businesses. Cultural Preservation (00:06:34) The role of culture in maintaining successful business practices. Toxic Employees (00:10:41) Addressing the challenges of toxic employees in the workplace. Empowering Leadership (00:12:14) How leaders can empower their employees to achieve excellence. Employee Growth (00:13:27) Encouraging employees to grow and potentially outperform their leaders. Team Diversity (00:15:27) The benefits of having a diverse and skilled team. Overcoming Barriers (00:18:39) Sharing a story about overcoming barriers at Cummins Engine and its relevance to shop communication. Communication Barriers (00:20:04) The effects of cultural and physical barriers on shop communication. Slack for Shop Communication (00:22:31) Using Slack to improve communication and reduce barriers in the shop. Customer Quality (00:23:42) The impact of customer quality on business success. Customer Vetting (00:29:58) Identifying red flags and conveying service value to potential customers.
      Thanks to our Partner, NAPA Auto Care Learn more about NAPA Auto Care and the benefits of being part of the NAPA family by visiting https://www.napaonline.com/en/auto-care Connect with the Podcast: -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on Twitter: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Special episode collections: https://remarkableresults.biz/collections  
      Click to go to the Podcast on Remarkable Results Radio
    • carmcapriotto
      That EVIL Word: Profit [E130] - Diagnosing the Aftermarket A to Z
      By carmcapriotto
      Matt Fanslow tackles the misunderstood relationship between profit and greed in business. He references the YouTube Short "Farmer Does the Right Thing on Shark Tank," using the comments section as a springboard to discuss public perceptions of profit.
      Show Notes
      The association of profit with greed (00:00:11) Matt discusses the perception of profit as a negative concept and its association with greed in business. YouTube short "Farmer Does the Right Thing Shark Tank" (00:01:14) Matt talks about a YouTube short video featuring a farmer's product pitch on Shark Tank. Challenges in justifying pricing to customers (00:03:41) Matt discusses the difficulties businesses face in justifying their prices to customers and the need to educate them about the value provided. Misconceptions about profit and pricing (00:06:21) Matt addresses the misconceptions regarding profit margins, and pricing strategies. Tackling the association of profit with greed (00:14:36) Matt explores strategies for addressing the negative association of profit with greed and the importance of educating customers about business operations.  
      Thanks to our Partner, NAPA Autotech napaautotech.com
       
      Email Matt: [email protected]
      Diagnosing the Aftermarket A - Z YouTube Channel HERE
      Aftermarket Radio Network: https://aftermarketradionetwork.com/
       
      Click to go to the Podcast on Remarkable Results Radio


  • nptrb

    Tax Season Preparation: A Comprehensive Guide

    By nptrb, in Automotive Industry,

    1 comment 650 views
    nptrb

    Understanding S-Corp Distributions and Draws | Are They Taxable?

    By nptrb, in Automotive Industry,

    0 comments 771 views
    nptrb

    Spring Clean Your Finances: 5 Steps Every Business Should Take

    By nptrb, in Automotive Industry,

    1 comment 554 views

  • Our Sponsors

Main Sections

More Sections

Discussion Forums

×
×
  • Create New...