As long as these services are performed, the customer will be satisfied that he has gotten
what he paid for. The bicycle mechanic understands what his customer wants (improved
performance), and delivers a service that satisfies that expectation. By the same token,
when a customer brings his vehicle in for a tune-up, he will expect it to perform better
when you are finished. Consequently, today's tune-up is an important service that has evolved
from a set of parts replacements and basic adjustments into a procedure that involves careful
inspections, followed by in-depth diagnosis when necessary. A successful tune-up is dependent
on following proper procedures and using quality parts, but the most important elements are
expertise, equipment and communication. Let's look at each of these elements in greater detail:
Expertise-The technician's expertise is the most important component in effectively
completing the tune-up. Due to the complexity of today's cars, set procedures are less important.
Instead, the technician must decide what services are needed as he proceeds through the tune-up.
As information is gathered, the technician will decide where he needs to focus his attention.
This is what makes each tune-up unique. The technician must use his expertise to determine the
correct course of action for these changing circumstances.
Equipment-Proper equipment is needed to assure a quick and accurate diagnosis.
For instance, an infrared temperature sensor will tell you in just a few seconds
whether the thermostat is too cold. With just one test, a four-gas analyzer can
uncover problems with the air/fuel ratio, air injection system operation, and
catalytic converter efficiency. A DSO (digital storage oscilloscope) can display
charging system voltage, injector pulse width, ground quality, and alternator
diode condition with a single connection. Having the proper equipment assures an
accurate diagnosis and holds diagnostic times to a manageable level.
Communication-Even when the best equipment and technicians are available, a failure
to communicate with the customer can undermine the best of intentions. It is important
to gather as much information as you can while the customer is present. Make sure you
understand and are able to meet their expectations. Ask questions such as: "Is your car
starting okay?", "Does it miss or hesitate?", "Have you noticed any noises or leaks?".
Some questions may seem unrelated to a tune-up. However, if we stop to examine a customer's
expectations, it is easy to see how fixing an annoying rattle or stopping a puddle from
forming on the garage floor might be considered an improvement in the vehicle's overall
performance.
It is also important to fully explain the details of your tune-up procedure to the
customer. Make sure he understands what to expect when you are done. If he has concerns
that will not be resolved by a tune-up, be sure to explain how much it will cost to
diagnose the extra problems. This gives both you and the customer a solid starting
point, and establishes a line of communication that will continue as the work progresses.
With properly trained technicians, quality equipment, and good communication, a tune-up
can be a very profitable job for the shop, while providing a service that many customers
need.
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