Would you like to get rid of that sinking feeling? The one where you fit a part and the problem still exists? If so then just keep reading
Hands up; Who wants to reduce levels of diagnostic stress in their garage? If that sounds like you then this article will be right up your street.
The pressure that a technician or garage owner experiences when a job doesn't quite go to plan can upset the apple cart and ruin your day. This month, we take a look at what can be done to not only reduce diagnostic stress, but dramatically improve your chances of a first-time fix, while driving down diagnostic time. What’s not to like about that? Nothing, so let’s get started.
This month’s narrative like all good diagnostic adventures is filled with twists and turns. You’ll no doubt nod along having trodden a similar path at some point in your garage. The good news though is that while there may have been angst along the way, this tale has a happy ending. All being well, you’ll be able to implement change so that you, your technicians, and you garage feel less stress.
Once upon a time... Steve (name changed to protect the innocent) owns a great garage and like many of our clients cares very much about his customers. His objectives are straightforward, Steve wants to 1) have happy customers, 2) have a profitable garage, and 3) have a happy team. Sometimes though trying to keep a customer happy can get in the way of points 2 and 3 as you’ll see on this occasion.
Steve was presented with a petrol Vauxhall Zafira. The mission was to be diagnostic battle. The customer complained of a lack of power and the MIL light being on. Steve being an avid fan of our 15-step diagnostic process rolled up his sleeves and went to work. Here are the highlights of what he found:
The vehicle on road test did indeed lack power
Fault codes were present for lean lambda readings
Serial data confirmed lean lambda codes
High positive fuel trims attempting to correct lambda data
With the data clearly pointing towards a fueling issue Steve carried out a bunch of tests and discovered:
Gas analyser values showed a very lean mixture
Fuel pressure and flow were good
The vehicle had no air leaks
The vehicle had no breathing problems
The MAF sensor was reading low and faulty.
So far so good Steve at this point was feeling comfortable with the way his diagnosis is going, who wouldn’t be? This vehicle just needs a new MAF sensor, right? Well, Steve thought the same. Now, this is where it all gets a bit sticky.
Steve ordered a new MAF sensor, fitted it to the vehicle, and re-inspected his data values. The emotions that Steve felt were not ones of joy but anxiousness and frustration. The data was still wrong. Not only was the data wrong but the lambda sensor was now stuck rich and the tailpipe emissions were a particularly high eye watering 9% CO. Steve’s day just took a turn for the worse.
It’s good to talk At this point Steve picked up the phone and we had a chat. We diligently went over Steve’s diagnostic process which was good, it had to be the MAF sensor!
“Just one thing” I asked; “Is it a genuine sensor?”
“No” Steve replied. “It’s an old car, I’m trying to keep the cost down for the customer, an OE sensor is almost £250! I’ve fitted and aftermarket sensor.”
I completely get where Steve was coming from. Steve’s client was a long-standing customer with limited funds and a vehicle that was barely worth repairing. Steve was being a ‘nice bloke’ and attempting to do right by his customer and keep the cost down. We’ve all been there and no doubt been bitten by the results at some point.
I outlined that we’d need to fit that OE sensor before we could move the diagnosis forward. Steve at this point was naturally hesitant, “How do we know it’ll fix it?” he asked. “Don’t worry” I said, “We’ll prove it before you order and fit it”.
Your pass to success Like many things in life, where there’s success there’s process, and quite simply a crucial part of any diagnostic routine is confirming the fix before a part is fitted if possible. We call it a bypass test, it’s a thing of beauty and not only confirms your diagnosis, it immediately reduces your stress levels!
Here are some points to consider prior to carrying out a bypass test. First, a bypass test is implemented after relevant tests have been carried out and you’re sure it’s a component at fault.
You must also understand how the sensor and the ECU circuit operate. You then build a circuit and apply it to the vehicle to simulate the component.
Sensor simulators can often be used but not for all situations. Lastly, but most importantly, always remember that a lack of understanding often results in smoke
Let’s keep it simple What’s required to simulate this particular MAF sensor? Nothing more than a varying analogue voltage on the signal wire between 0.6 volts and 4.5 volts dependent on the air mass drawn in. How is that created? Like this; see fig. 1.
A straightforward voltage dividing circuit can be created from a few pounds worth of electrical components, or a sensor simulator can be used. As time was of the essence Steve borrowed our sensor simulator. Most simulators are capable of creating a range of analogue and digital signals for the common vehicle sensors so it was just a case of Steve selecting the right option and dialing in the required voltage.
Steve dialed it in and was overjoyed to see the behaviour of the data. Lambda was now in the correct range, and emissions values were spot on. Armed with this information Steve had the confidence to fit an OE sensor and fix the vehicle.
From stress to success What lessons can be gleaned for Steve’s pain? An OE sensor fixed his vehicle; Having a test plan leads to correct diagnosis; Bypass testing prior to component replacement confirms diagnosis; Bypass testing gives you confidence to buy expensive parts; Bypass testing reduces your stress.
There’s a lot to like about a bypass test. It’s worth bearing in mind though that a lack of knowledge here can result in blown components, fried ECUs and the production of smoke. It’s worth gaining the knowledge on when and how this can be used in your diagnostic process. Used correctly though it’ll drive down the time it takes to get to a first time fix and reduce your stress.
Keeping up to date with the latest diagnostic tools and methods has been identified as a key concern for independent garages, according to LKQ Euro Car Parts’ analysis of the response to its recent Garage Services campaign.
Running a garage can be difficult. There you go I said it. ‘Difficult’. No spin; no, let’s put some fluff around it and call it a ‘challenge’. It can sometimes be a down right pain in the backside.
Like you, I’ve experienced these problems firsthand, and also have the fortunate position of discussing these issues every week with those on our garage development programs. Initially a garage owner may feel like the problems they face are isolated to their business, but I’m sure you won’t be surprised to know that there is a great deal of commonality - many garages are faced with exactly the same issues.
So you get it. It’s difficult. But is there a solution? Of course there is.
Life just is No, I’m not sitting here cross-legged practicing my Mantra, but I like that theory and it has often helped me to make sound decisions when running a garage. But what does it really mean?
For me it’s about constantly reminding myself that I’m not in control of what happens around me (i.e. what employees and customers do), all I can control is how I react. Let’s take a look at how this works in practice.
Imagine you’re a workshop manager. A technician, approaches you with a forlorn look on his face and the head of a bolt in his hand. “It just snapped” he proclaims, or “I’ve fitted that ECU and it still won’t start”, or “I’ve test driven that car for 50 miles and I still can’t make the fault happen.” Sound familiar?
It’s not just related to technical issues either. I’ll often hear a garage owner say, “I’ve lost a customer, but I’m not competing on price”. And indeed, why should you! BUT!…It’s certainly an issue that’ll need to be addressed.
As you know these daily occurrences are just the tip of the iceberg when it comes to the problems a garage has to deal with, and often seen as ‘bad’ by a garage owner. Remember however, that there is no good or bad, it’s just how it is. It’s how it is for many garages, the key is accepting this and then taking action. After all, there may be much you can’t control, but you are in complete control of the action you take.
It’s not about being good at Plan A OK, that’s not quite right. I love a great Plan A, but I’ve gotten used to quickly implementing Plan B or C when required. In fact, being great at B and C is often the difference between stress and success. But what does all this have to do with Mastertech accreditation?
Quite simply, many of the problems a garage experiences can be largely rectified by planning to develop a technician (or technicians) to Mastertech level. Not convinced? Let’s take a look at how it’ll help.
You’d be forgiven for thinking the IMI Master Technician Accreditation was just about technical capability. It’s not. It’s about ensuring a technician is well rounded, has a wide vision of the business, and can display both technical and non-technical skills to assist with the smooth operation of your garage. Let’s take a look at the different tasks required to pass the Master Technician assessment.
Instructional support: A lot of headaches can be avoided in your garage if your technicians can teach others in the workshop as well as front of house team members. It’s this ‘on the job’ training that makes such a difference to the business in the medium and long term.
This module ensures that a technician has sufficient technical knowledge to explain fundamental vehicle systems, component operation and test procedures, then impart that knowledge as required throughout the business.
Customer liaison: Not all front of house team members has the technical ability to tease the right information out of a client, or help a client to understand why a particular technical procedure is necessary. It’s these skills in your garage that often shortens time to diagnose or placates a grumpy customer.
The module is designed to ensure that the technician has great communication skills, can assess the customers needs and deliver the information in a way the customer understands, making them feel valued no matter how challenging the client!
Technical assessment: It wouldn’t be Mastertech without the three technical tasks. It goes without saying that your garage will benefit where your technicians use a logical process; the right tools; relevant information to carry out the right tests when required; as well as know what the answer should be prior to the testing.
This module ensures a technician can display these skills, while completing the tasks in a timely manner, across different vehicle systems and subsequently document their findings. Knowledge is then confirmed in an online test prior to concluding the day.
All in all, it’s a great experience for a technician to have their skills recognised and be added to the IMI professional register, but equally as great for the garage owner to have this necessary skill set under their roof. There are also some benefits that may not be immediately apparent.
Upon closer inspection... While there are a number of obvious benefits such as reducing misdiagnosis; vehicle comebacks; reducing workshop stress; support for workshop and front of house team and increasing efficiency, there are others that might not be so obvious.
How about staff retention? We all know how challenging, not to mention time consuming and expensive it can be to find great team members for your garage, but once you’ve found them what steps can you take to ensure they stay?
Well, from the right technicians’ point of view being allowed to take part in a training program that helps them to develop and become a Mastertech will ensure they feel invested in and therefore easier to retain. Not only that but the whole team will appreciate the reduction in stress as they now have support in the workshop, as well as with those awkward technical points at reception. It really is one of those rare situations where everyone wins. And then there’s the marketing opportunities.
Do you recall the earlier problem? The “I’ve lost a customer, but I’m not competing on price”. Having a Mastertech (or a whole bunch of them) in your garage can help here too. It’s often challenging for a garage owner to separate their business from others like it, but having a Mastetech on your team can often fix that.
If you search the IMI Professional Register for a Master Technician in your town then you’ll usually find that the register displays a number of franchised dealers and only one or two (if any at all) independent Master Technicians. This is an outstanding opportunity when communicated correctly for you to separate your garage from those in your locale, and one that the ‘right customer’ will value over your cut price competition. Now that really is a BIG win for your garage.
Decisions decisions Ultimately, developing a Master Technician in your business is an investment, and like all good investments pays dividends for many years to come. The interesting part with this investment though is that the cost is roughly the same as visiting your local coffee shop daily. What would you rather have, a Mocha Chocha Bokka Latte or a Master Tech? The choice is yours.
As always, I’m here to answer your questions. If you’d like to find out how Auto iQ can help your team to become a Master Technicians at our IMI Approved Centre, then feel free to call on 01604 328 500.
A mankini, false teeth and a mannequin are among the strangest things garage customers have left in their cars according a new survey, which also identified the most dubious excuses given by customers for faults, including bad advice from YouTube videos.
