How to Lose An Automotive Tech in 15 Mins😮

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[@JuanRodriguez-gn8pd]

I usually say no to the unpaid meet and greet. If I wanted to talk to you I would have been a service advisor instead of a tech

[@eurowerx4267]

Well said!!

[@MrCleveland]

Absolutely, when I see a service advisor walking to my bay with a customer, I stop what I’m doing and walk away until they leave my bay.

[@icepick859]

Yes for real

[@icepick859]

@@MrCleveland haha same here. I can't stand also when the service writer asks me to talk to thr customer

[@donaldisrael7147]

As an owner operator of a shop for 37 years, I could write a book on irrational customer confrontations.

[@BoostedPastime]

I feel that.

[@orchestracelloplayer]

This happened all to often to me. I’m 27 with a baby face. I was hired as a lube tech at 19 years old and learned as I went to eventually being an ASE master certified technician today. I’m no A-tech YET but I’m on my way of becoming one. I enjoy big jobs. I do enjoy a good diag and really finding the issue before swapping parts, like a professional should. Plenty of customers scoffed when they saw me working on their car. And then I fixed it right the first time, when another shop didn’t. 🤷🏻‍♂️

[@osmannabiyev7587]

Nice.

[@harold6863]

I used to have that problem when I was a young man. I looked younger than I was and customers disrespected me until they realised I could actually fix their cars properly. I am 62 now and the customers look like kids🤣

[@BoostedPastime]

Have you had the one where people just be a jerk to you because you are new not even because you are bad?

[@boltthrower3215]

I am a master tech and did exactly this. Diag and fix. BUT shops drove me out of the branch. Lack of tools, diagrams etc. Bad payment and so many people who are just posers…they hate me because I can do diag they don’t. And to interrupt my work they even removed my diag cables, oscilloscope and special tools. The employer provided an 1/2 socket set and thats it… The branch sucks

[@driver4x4truck63]

Here’s the one thing I could NEVER understand. Customer brings their vehicle in. They’re given a full estimate before any work is done. The customer approves the work to be done. Then they want to dispute the bill afterward. 🤦‍♂️

[@Maroco918]

They can complain all they want. The bill is what was agreed before work began. And we charge 25$ a day storage starting a week after work is complete. So pay now or pay more later lol.

[@driver4x4truck63]

@@Maroco918 exactly

[@user-qi7id4me3l]

Same thing here in South Africa 😂

[@vitoburdi4444]

If that tech can fix an electrical problem on an old Jaguar he’ll have no problem finding another job Good technicians are hard to come by

[@Maroco918]

As the sole jaguar tech at the Indy shop I work at, I can confirm all jaguar electronics start going through a midlife crisis after 10 years.

[@acu112]

No, your not an ahole. You just tell it like it is. I almost had a close call with a customer, walked away and the supervisor worked it out. Thank you for sharing with both us older and younger techs valuable lessons.

[@thooks1234]

This story applies to most lines of work. I'm in the consulting engineering business. We've learned to turn certain projects AND clients or potential clients away. We either do that by grossly over-pricing a fee or simply telling them that we cannot get to that situation at this time. FRM, you are 100% correct in everything you say about how this should have been handled and you are not Monday Morning QB'ing nor is this 20/20 hindsight. These situations are known by any experienced business and they should be dealt with so that they never enter the office/shop/plant/etc. You only have to go through this deal once or twice to learn. This may sound unreasonable to some, but in today's world, you simply cannot afford to deal with these types of issues/clients/customers because of how things are.

[@Callelle6251]

If a service writer ever pulled me up front to have someone talk to me like that, I wouldn't need to quit because my mouth would get me fired well within that 10 -15 minutes.

[@acu112]

Service writers in my shop, suck,( no mechanic experience)we only had 1 good writer, he was a retired mechanic, paid him well. He passed away. Lesson learned, hire retired mechanics, they know what there talking about, the gift of speech is over rated.

[@kristoffMR]

Goes for every trade always assign a well seasoned guy to do any kind of managing!

[@acu112]

@@kristoffMR amen brother

[@jarrettcase2143]

Lmao I had something similar happen to me at the dealership I work at the customer wanted to talk to the technician working on his car (me) because his car wouldn’t start and had to explain the entire flow of power to this guy from the battery to the key solenoid ba threw the fuse box and everything and he would not listen to me kept telling me I was a dumb kid and his car is tore apart for nothing and the problem is over in another area basically. Once he started getting disrespectful I told I’m if he doesn’t want to listen to me than be he can bring it up with my boss I calmly walked him back into the Service drive and to grab the manager before I could Open my mouth the customer started blowing up. I looked at my boss and told him I had other stuff to work on and walked back out to the shop. After about 10 minutes or so my boss came back out asked what it’s gonna take to get that car running and out of here I told him he ordered the parts charged to the shop got it running and out and that customer is no longer allowed back at our dealership. Apparently my boss had told him sorry for the inconvenience but you are disrespecting a highly valued tech we will pay to fix your car but you are no longer allowed back here at this dealership. Best out come I could have imagined for such a difficult customer. Could not believe the lengths my employee told would go threw to keep me around

[@michaelwright1602]

I always like talking to the tech, I like to wrench too, but for big jobs, off to the shop. I like to know who is working on my vehicle, just me, not to berate them or ask stupid questions, just to make sure the work that needs to be done is communicated. I had my truck in the shop last week for brakes, semi truck. I wound up helping the mechanic, I wore my shop clothes, as I don't mind getting dirty. He appreciated it, and I did not mind in the least helping out. He is an older gentleman, I don't know how he does it. This shop used to have six techs and helpers, they are down to two. Took care of him in the end, on top of the bill, made his day, as he never saw that coming. Appreciate your mechanics folks, they are getting to be a rare commodity out here.

[@mikeday8826]

Your mechanic must be the exception. I have been a tech for a long time now, and that is a tech's worst nightmare, is a customer who wants to come "help".

[@michaelwright1602]

@@mikeday8826 Actually Pete is in his 70's, he was only one of two tech's left at the shop. I helped.

[@markj7519]

If I was the tech. As soon as the customer started talking like that to me. I would have just walked away

[@jeffsmith7568]

I have done it before and will do it again. It , for some reason gives me a warm fuzzy feeling.😀

[@michael2363]

I 100% agree. I am a store manager(which is what the company i work for likes to call it instead of service manger). A customer with an old POS came in and we recommended this this and that customer only decided to go the cheapest option and my employee informed them that it will not fix the problem they wanted to do it either way about 3 days later the customer came back and asked to speak to the technician because he had a “question” he would ask the question and shortly after just started blowing up and swearing at my B-tech . When I head the yelling I showed up told my technician to go back to work and dealt with the customer. Long story short customer chose to be removed by the police, was banned from getting service by all the stores and his, his wife’s and kids warranty on their cars were voided. Cant let rude customers get away with acting like the world revolves around them

[@codemiesterbeats]

exactly, if you have a legitimate problem... we can solve it but if you come unglued on me then I will run you off. My favorite one are the "I will never bring my car here again... and my cousin Elroy brings all his stuff here" I cut them off before they can finish and say "that will be fine, thank you"

[@Piecenotwar]

I worked for M Benz for 20 years, spoken to hundreds of customers but had 2 stand out situations, one was with a Ex diesel mechanic who knew everything there’s is to know and everyone else knew absolutely nothing…I ended up being dragged away from that pr!ck by the manager, second was a customer shouting his mouth off about “someone damaging his wheel” well it was me that worked on his vehicle and I absolutely fed it to him about it being damaged when it was dropped off because I saw him check the damaged rim in the car park when he pulled in…I was also told to go sit in the office by the manager that time🙄. Anyway I don’t work on cars anymore thank god and I would have to be homeless and on the street before I went back to work on cars again!

[@JimmyMakingitwork]

Can I get an AMEN! What we do with these cars is price them WAY over expectations. They usually flee…if they don’t it’s worth while doing the job and dealing with the nonsense.

[@davidpinnix7446]

New sub. This video is why I am subscribing! I've had to deal with getting my work done and talking to customers, it's been 44 years and I am bitter and sick of it! At my age I'm stuck. I'm glad the tech got out of there while he is young. Thanks for the video.

[@eurowerx4267]

I try real hard to weed out people and cars! Best method for me, push the appt date if I got a bad feeling, if I don’t want to work on and diagnose the vehicle, I hit em with 2-4 hrs of diagnostic charges up front! If I don’t have a good feeling for the person, 2 weeks out is my soonest available appointment! Solves about 99% of my problems!

[@93sundance]

Shouldn't have taken the job to begin with. Some guy brought us a 84 Seville he bought at a classic car auction and we told him we can't fix his car. He was unhappy, and said we are a Cadillac dealer we are suppose to be the best.

[@barrymccaulkiner7092]

The customer might think they are correct but what they fail to realize is *there aren't any technicians left who are even familiar with that old of a vehicle*

[@kellismith4329]

@@barrymccaulkiner7092 and those that are know better than to start messing with one

[@GrandCaravanSE]

I absolutely love putting customers in their place. Pulling their warranty due to aftermarket equipment is my favorite threat. My SM knows to not let customers talk to me, especially if they are hot.

[@PhillyDee215]

👉‼️OH THAT SERVICE WRITER KNEW EXACTLY WHAT HE WAS DOING🤬HE WAS LETTING THE TECH TAKE THE BLAME SO HE DIDN'T HAVE TO🤦‍♂️

[@michaelwright1602]

That was my first thought too... More to this story.

[@PhillyDee215]

@@michaelwright1602 😏

[@3PumpChumper]

I’m glad you spoke it like it is that “mechanics are a little gruff”. I have tried to explain to a number of carpet people that shop etiquette and office etiquette are quite different. Part of what keeps me in the trades is I can tell my supervisor “this is a fucking piece of shit that needs to be cut in half and thrown in the dumpster, you’re going to lose your ass fucking with this”. Armed with this knowledge they then make a decision on what to do. I’m pretty sure if I was a carpet person I’d be sitting in HR’s office twice before lunch on my first day just on my language alone, not including the farting, burping and obscene hand/body gestures as well.

[@donaldisrael7147]

Omg, I had a 94 XJ6. Junked at 100k. Abs, smoked like a sailor etc.

[@leoashrae4199]

I would not have been polite breaking up that confrontation... Our #1 rule when accepting work: If the owner is an ass-hole or the car is a pig-pen, take it somewhere else.

[@rodvan-zeller6360]

Best policy for an independent general repair shop: no euros and no diesels.

[@gordonfreeman5434]

All jags have a common problem: ppl who own them

[@bigpicturethinking5620]

Lol

[@diemman70]

Never mind the electrical issues.

[@DKSE123]

Agreed

[@carloslopez-sh8pj]

Love the videos but you should possibly make a how much caliper grease do you add to the pins please and thank you.

[@jamesborek8125]

I've been everything from a green-ass lube tech to an assistant manager at a ~$2mil/yr corporate shop. You're absolutely correct about a writer being the judge. As a writer you've gotta have a feel for bringing a tech up(and stopping them working) if it's gonna solidify the relationship with said customer or waste everyone's time. You are 100% saying that most tech's are NOT people persons. I've worked under a few older wrenches who've gotten tired/worn out of turning and have tried transitioning to the other side of the door and they cannot do it.

[@JoesAutoElectric]

Soooo much I want to say here. Judging by the amount of time I spend in Facebook jail (currently inside), I imagine I cannot argue your point about "gruff". I do have a problem personally with service writers, or at least the experiences I have had with them over the years. You probably have some that are far better, which I applaud. I also applaud that technician for his ability to eat it from some jackoff, entitled prick who drives a jaguar that which should have been in a crusher long ago. I forget where I was going with this, so I will say, great video as always. God bless.

[@3PumpChumper]

I had a technician’s secretary attempt to bitch me out once about not getting an hours work done in 15 minutes. I told him “tell mr self important alpha male pacing up and down the window while talking in an animated fashion on his phone while staring at me to fucking chill, his shit will be done when it gets done and not a minute before. Understand? Or, (picking up a large wrench and pointing at the waiting room window) would you like for me to relay this message for you”. I stood and watched the message get relayed and Mr self importance walked off. This was the straw that broke the camels back that I’m not cut out for dealership bullshit and went into a different part of the automotive field and haven’t looked back.

[@nitrosrt4]

I am so grateful that I am not a tech anymore, your videos give me PTSD, i’m over here getting flashbacks about telling customers their car is a piece of shit, they didn’t like that

[@dodgesportsman772]

As a mechanic I say...why quit? Don't let a good mechanic leave... Fire the service advisor. As for the customer, refund and cya

[@AT-wl9yq]

I think you have it right except for that last part. If you did legitimate work, there's no reason to refund their money. Down the road, if there's any type of dispute, giving the customer a refund makes you look guilty.

[@christopherwatson283]

My 87 XJS had a pick up coil issue that had rubbed the wire through to the Copper Wire Guard that was grounded out. 0 pick up coil voltage to the Computer. Easy fix when I figured it out. Then It blew a Plug out that was JB Welded in. Ran great after I Heli coiled the Head. Had a GM Trans., A6 Compressor. Saginaw Power steering Pump. Part GM.

[@jaymechanic1228]

Thats because in the motor trade the tech is always at fault . And always gets the blame. And people wounder why this industry is struggling for staff

[@cindyeva7454]

Old classic cars are the worst”nearly impossible to estimate the jobs,customers are cheap,etc., we stopped taking them in.

[@amaturetechnician8405]

Them and rusted out 90's and 2000's cars that have 10 items that need fixing to pass inspection are nightmares

[@baileyhatfield4273]

Anything that is 20 30 years old, been sold countless times, people have tinkered ect, somebody buys it for A REAL DEAL, ex less than 1 2 grand, then its all tore apart, they want YOU who didnt touch a damn thing to quote them for repair...like. This has to go back together, see whats there and not, see whats wrong see what needs cleaning what needs replacing. Labour sky high and parts not even availible. People who buy old shit and don't plan on fixing it themselves are the problem.

[@tyronemarcucci8395]

The second you said Jag with electrical problem I said "Oh shit"... "Lord Lucas, the Prince of Darkness". Electrical problems are fixed in 10 seconds or NEVER.

[@EagleAutoshop]

Poor management agreed but the lead tech or foreman should have been consulted prior to write up to see if the job was worth working on................I remember an engine (for automotive vehicles) shop I worked at in the 80's that the owner would try to get us to work on anything with a motor..Lol 😎

[@epicragegaming2016]

jaguar owners are like 70+ year old germans who drive 90's german cars. we get alot of german customers because we have a german tech, should give you an idea how they are to deal with. also that service writer should lose their job, because they failed the shop in several ways.

[@corbettknowles9942]

Q shop I worked in took a 2000 jaguar in qnd that customer was a nightmare and he wasn't 70 and German from what I remember him qnd shop owner about came to blows in parking lot

[@zacharystewart1064]

Kudos to the tech for maintaining his cool, i would probably have lost it. I’m glad the writers at my dealership have been trained to immediately take the customer to the service manager where if the customer insists on talking to the tech at the very least it is over seen by our manager who was an outstanding service writer and a people person. Not to mention a police substation is right across the street 😂

[@Mac-mu9cs]

At 12-15 years your getting into restoration territory. Especially in the rust zone.

[@Mac-mu9cs]

Inside of 8 around here. I cant believe the rot im seeing these days

[@user-qi7id4me3l]

I've been a Technician since 1992. Exactly why i got Fed up of Dealing with Cars and Customers. The Boss is Always bringing Complaining Customers to me,especially when they have to Settle their Accounts. NV. South Africa.

[@rcs0296]

your best video yet imo, anyone in the business has been through a situation like this

[@Trex6767]

I had a writer bring me back a customer with a tundra one time. Speed sensor got into contact with some thing and broke as he a supervisor for construction. He proceeded to start ripping us both new assholes. My writer walks away and leaves the dude with me in my bay. He keeps ripping into me and I proceeded to put my headphones in, lower his truck, and park it outside. Hour later after my team lead went to management and told them the situation. The customer saw me, apologized, and gave me a gift card to bojangles saying he was upset with the situation and should’ve handled himself better. I use to work at Disney world. I’ve seen people get upset over nothing cuz the stress of traveling and their children hit the last nerve and almost always got an apology so it didn’t bother me. However my advisor leaving me with the dude was uncalled for

[@AT-wl9yq]

Stop giving him upsells. You're in charge of his paycheck, or at least a good portion of it.

[@Trex6767]

@@AT-wl9yq I was already 13 steps ahead of you. That advisor is WORTHLESS. His wife makes bank and he only works for benefits since my dealer pays for them in full. Went to management to remedy his employment. They responded with customers love him since he doesn’t push sales, he’s jovial(he’s drunk, a happy one at that), and he shows up early and will work open to close. Thankfully he only writes up cars under 25k now so I never deal with him.

[@AT-wl9yq]

@@Trex6767 I'm not blaming you specifically, but this is the technicians fault. They never stick together on anything. Some have special deals and they don't want to make waves. Some are getting ready to retire. Some want to make sure they get all their training in. And the list goes on. When a recall or warranty job comes out that's really unfair, they just take it. At the dealership I work for, we've had enough. If the job time isn't fair, make it fair or give it to a lube tech. The amazing thing is, since we all stood up and drew a line as to what we would do, the shop has never run so smooth. When we're not getting screwed over, we're happy to do the work. Its costing the dealership a lot less to just make up the difference than play games and have everyone upset all the time.

[@LilFoxAK]

this happened to me once or twice. still at the same job but i dont talk to cust anymore. some techs will go up and try and sell work advisors cant. i could careless tho. omw out the shop anyways. dispatch is getting pockets lined with money so no point in staying and getting warranty and warranty diag cars. everything you said is true.

[@patbechard7765]

ya would love to say this doesn't happen a lot but it does and to me this happen a few time and the customer was always the one misinformed on the situation and in my shop customer for some reason felt no problem to just drive in the shop and going directly to my bay which lead to me quit the automotive industry and becoming a industrial mechanic/millwright where there no customer to deal with.

[@k9under]

Had that problem had a 1998 dodge stratus with electric issue no shop would touch that puppy had to junk it.

[@chryslertechnician3439]

That revel looks so nice

[@amaturetechnician8405]

Once you said 90's Jaguar I screamed NO! . I can never understand the logic of taking in all of old rusted POS that are liabilities form a mile away other than to torture your technicians for the couple bucks the shop will make off the job and the pennies the tech will get out of it if he's lucky. I understand these cars maybe all that people have but If they are no parts for it or if they are hard to diagnose and fix or outright unsafe, its time to move on.

[@aitorbleda8267]

Many shops refused to work on my old Jaguar. I understand why.. not amused, but I did understand.

[@ifyourmarriedyourasimpanda7440]

Nope that's on the customer they bought their car, if they can't afford to take it to jaguar they should sell t and buy an affordable car.

[@keithkapusinsky5476]

a 90s jag had electrical problems when it was new!

[@as3sxp]

The only part I would disagree with is contact with the technician. I understand that the service writer is there for a reason, but my experience with them has been pretty terrible. Half of them have absolutely no experience on vehicles and are horrible at relaying the correct concern/information to the tech. I asked to talk to the tech one time and because I did, I was able to explain what was going on and he immediately was able to diagnose the issue. I typically service my own vehicles but this was a warranty issue and to be honest, better left to a pro. He just needed the correct information

[@louiscates6975]

In your case, absolutely should be a non issue. But they are two totally different scenarios.

[@terryharvey4811]

You TALKED TO the tech, not BITCHED AT the tech. Two totally different things. I have no problem with the first case above, but the second case is unacceptable.

[@AT-wl9yq]

@@terryharvey4811 I think he gets all that, but what he is trying to say is sometimes having the tech speak directly to the customer is the right move. And I agree. I want the service writers to come get me if they need help trying to set up a technical sale. If they want to yell, that's OK too. I'm from NY. I get nervous if people aren't yelling.

[@michaelwright1602]

Same here, I have worked in shops as a kid, wrench on my semi and vehicles, I know the frustrations of wrenching and the cost of tools. I find most service writers to be intolerable fools that know little about the mechanical side of things. I like to speak with the tech. I have never had a bed meeting with one to date, at least to my knowledge.

[@scallen3841]

I have a question? How many of you install car batteries in the pouring rain

[@charlesshankle3178]

Yes, there were many errors made on several levels. The service writers/management have the 1st job of keeping the customer away from the technician. Taking the right jobs is also important.

[@webreakforsquirrel4201]

Customer is raising their voice Me: going for the big pry-bar.

[@MsFireboy2]

I remember those days I would be very blunt with the customer stating I’m very busy. Per your telling the customer to shut the hell up generally I let owner operator try to deal with it. But on a few occasions I had to say the same thing.

[@mt1885]

Culture has broken down, it is this way everywhere now the person should be asked to leave and not come back - I would not quit.

[@ronaldjohnson1474]

As a former shop owner, I would have told the customer to never come back, or, see you in court!

[@arizonalifestylechannel2186]

The kid is actually smart. He knows he is probably not gonna make good money there and the Management thinks we should talk to the customer on a regular basis. Good for him quitting.

[@lissettelopez8331]

Service Manager, and Service writer should be the ones talking to the customer, not the tech. Also, The most seasoned customer is of course a Jag owner, of course lol.

[@albertsautodiagnosticsllc2130]

I don't agree with the way the service advisor handled the situation but let's be honest an electrical issue on a 90s Era jag really isn't that big of a deal electricity hasn't changed from 90s to now as long as you have a decent wire diagram it's all pretty basic but I totally agree with all your other points

[@virtisconsole12]

Wow good story, bottom line is and I agree with you, never should have taken in a 30 yr old Jag with electrical issues probably cluster or ECU related .. that is asking and just begging an Indy shop to go down a rabbit hole.. there’s no way you’d make money on that job, those Jag were notorious for a lot of unexplained issues in the 90s maybe still are, I never worked on one.. point is very solid, the service writer should 1. Steered the customer to a dealer 2. Never allowed a customer to berate a tech who tried his/her best. A good manager would have spoken to the service writer as well about not involving the tech up at the counter, and the shop manager should maybe have talked to the kid about not quitting (maybe he wanted to leave anyway or has a better position lined up?) we don’t know. But I’d never let a customer go off on any employee I worked with or managed

[@ihavethedocuments2580]

That's why being a service tech in plumbing or HVAC can be difficult at times. You have to have good PR skills along with your trade because you are in the customers residence and there is no buffer. And I can attest there is a bucket of crazy out there now. Mental stability is waning among the general public.

[@myboy051]

Oh no, 90’s and 80’s jags 🤯. I remember them days.

[@johnburgett5040]

When you said 90's era Jag with electrical issues I swear I heard an alarm buzzer going off. Red flag. Stop do not pass go.Danger Will Robinson Danger.

[@BADD400]

Writer should be fired

[@MrJobforacowboy00]

Im a fleet mech but Had a road call and change a tire on one of our trucks. When im almost done a old man waddles over and says he couldn't believe it two to guys to load a tire, (i brought a tire and rim already mounted for speed) I rolled my eyes and said ill unload it and you can show me how to load it by yourself. he rolled his eyes and waddled off, yeah thats right buddy im not goanna be 54 and its hard to walk because i wanted to be he man load all that shit alone every single time. ill do it when i have to but when i have help your damn right Ima gonna use the help available to me lol.

[@BoostedPastime]

Professionalism is a dying art. Allot of the time it is the atmosphere in the shop that makes it hell for the people in the shop.

[@zorgzev96]

Also goes for service managers being absolute assholes to techs. Ruins our work experience and we’ll just find a better company to work for. I’m not automotive, I’m heavy diesel and power gen but before that i worked for a small dealership and man that place SUCKED.

[@honda_doc6826]

Thanks.

[@montevallomustang]

Thanks frm now I'm going to spend the whole day wondering what's still wrong with a stupid 90s jag

[@DC_PRL]

did not know they were called a service writer, always though of them as a glorified secretary pretending to be a retired mechanic. Had one tell me to drive back 300 miles with an ejected plug on 4.6 L Triton after they did a helicoil job. Would not let me to speak to a tech or the owner how to patch it temporarily. Still very salty about it. BTW, no one has a right to berate you at work; a boss or a client...I would tell them exactly how I feel.

[@brianfleming318]

I’m a foreman at a Jaguar dealership and I would broom a electrical issue on a 90’s era Jag.

[@larryburns4605]

Had a customer with old Audi electrical problems fixed best possible, told customer never to bring it back to my shop.

[@nathano148]

Just WOW man that hurts for sure turn an walk away sya nothing.

[@blondan3380]

I'm leaving my current shop because the service writers can't get any information upfront and when I try to get more information they tell me "the customer is sitting right there". That and the they take in anything and everything so there so many .2 and .3 tickets that no money is being made.

[@TheJohnbjunior]

I'll tell customers to clean their car before I work on it, shop owner can lose a customer or master tech. if he doesn't like it, it's our time now!

[@leealtmansr.3811]

Oh so true 👍.

[@akshobiya7501]

Was you fired before or after this video?

[@fumanpoo4725]

I sit on the morning throne...pondering why customers suck and deuces...I multi-task.

[@mmix224]

The very 1st thing I learned to do in this industry, was to learn to speak tech. 😅 The 2nd thing I learned to do, is exactly what you said here. The tech and the customer should rarely meet.

[@lewydmusic]

I'm a tech, I prefer to speak to the customer over the service writer most of the time (not every time) but if I speak to the customer directly, I dont have to "play telephone" between the customer and I. Then nothing is lost in translation between the writer and I. Writers, and its not their fault, but are not techs. So even if I write word for word what I'd like them to tell the customer, if the writer isnt train on the vehicle, they just don't know how to transfer my message to the customer, often leading in confusion, or lost sales. Hence, why I prefer to speak to the customer directly, let ME tell them what's wrong with their car, and why they need it. Let the writer deal with sales and discounts.

[@sterlingslayden5285]

My father was the same way about you dealing with customers Lewis.

[@kevinshasteen5682]

Im only 20 seconds into the vid. As soon as you said 90's Jaguar; the thought of the Lucas Wiring System already ran me off.., ok, listening to the rest of the vid now

[@JovinRepairs]

My opinion, if the shop has a service writer and or service manager, then customers DO NOT speak to technicians. In my shop, myself and one other technician are the foreman for each side of our shop. He runs the Semi truck side, I run the automotive side. We will speak to customers if they want to talk to a technician. The other techs do not. Front of house has to back up the guys in the shop, otherwise these things happen...along with suddenly finding out that none of your techs will go the extra mile because they get thrown under the bus or to the wolves at every opportunity.

[@jaythorne5208]

Youre really turning into a disgruntled old tech.....i get it....IAM ONE TOO!

[@magnumjohnson9628]

I quit my fleet job of over 11 years with Amerit fleet solutions for this exact reason. Got a new fleet manager and would berate me in front of our customer (pepsi) I took it for about a year and said enough!

[@terryharvey4811]

That's stupid. If you're so bad at what you do that I need to complain to the customer, I WOULD HAVE FIRED YOU 10 YEARS AGO. Doing that in front of a customer implies that your shop does shoddy work. What a DUMMY ASS he was. I voice my thoughts MAN TO MAN in PRIVATE. I told my employees it was us against them {Them being the repairs and customers.} and we should work as a team to get it done. I explained to them that they were a direct extension of me. No matter who did the work. I wanted it done as well if not better than had I done it myself. Aw well, what do I KNOW ???

[@detailedautodiagnostics]

💯%.....I have NEVER allowed a customer to carry on like that with ANY coworkers of mine....I cut that shit off asap!!!! There is definitely more to the story....why was he so upset? ( besides the fact that he drove a 90's Jag)....why target the tech.?....lots of key factors missing 👍....inquiring minds want to know!!!! lol

[@joseontiveros624]

looking at things from a broader perspective. When someone makes the desicion to quit a job that person has come to the realization that there is no future, or that place is just not worth being there anymore. So yes the jaguar incident was the cream on the top but that place is probably being run all wrong. this is probably story 1/50 and that shop management is poor. so bad that the old "hey this was a bad day, relax there will be better days" talk just meant nothing, because he was convinced that place was no good to be an employee.

[@jeremydoblinger3609]

Not a tech but I feel like the Jag is the job to be serviced so should be treated as any other job..tell customer it's gonna cost em and move on..but agree that would be a nightmare..also coming from a diy guy..

[@bosborn1]

I have an unpopular opinion. I think techs should have customer relation skills. I’m a small time guy but I deal with all my customers. I think customers enjoy dealing with the person doing the work. While many love the service writer concept I consider them superfluous and a waste of payroll. I would rather keep all the money from the repair and not pay out to a person who just talks to people. Again this might be because I am a small shop.

[@bosborn1]

Also I would have taken the Jag, but I would be upfront that the job would be T&M, no book time. I would also advise them that the labor rate would be higher as the car is a boutique item. If this wasn’t acceptable then he would need to find another shop.

[@ACitizenOfOurWorld]

I agree we should have shop options where they cut out the middle man service writer and allow the customer to relay their experience with the car directly in a two way Q&A with the tech. AND, the customer should behave in a civilized manner as well.

[@bosborn1]

@@ACitizenOfOurWorld Yes, the customer needs to behave. I am on a 4 week waiting list for scheduled work. I don’t need to take in anyone who does not know how to act like an adult. I will be fair and honest, if that is not enough for you then you can go elsewhere. I attract the type of clientele I want. The others can go down the road to the chain stores.

[@ryanbaumgardner8583]

Another one is micromanaging..if your going to come to my bay and "babysit".. we may as well stop production and have a smoke and sip on some coffee bc obviously ya got something to say

[@jmackinjersey1]

It would be problematic had that 90's era Jag NOT had electrical issues.

[@thooks1234]

I will say that a major part of the story is missing here, or I missed it - WTH actually happened with the vehicle? You said the Jag owner dropped it off, it was fixed by a young tech and then the owner comes back..... is this a return trip after he's picked it up and returns a few days later? What went wrong for this to happen?

[@rcs0296]

80's and 90's jaguars are notoriously bad vehicles,its the " you touched it last" scenario

[@louiscates6975]

And probably had a large bill that the customer didn't want to pay.

[@nickcove7355]

@@rcs0296 eversince XD

[@rcs0296]

@@nickcove7355 yep thats it

[@francis55]

"Ever since you worked on my car, my wife and kids left me and I'm not sure who to blame so I'll pick on the tech who worked on it last" - Customers

[@sellickusa]

Cussed out.......the second the customer got unruly......I'd walk away.....before I'd tell him to F**koff

[@alexandergunaka666]

Let’s forget the rest of the details first a second. If any customer is gonna yell at anyone like that it’s gonna be at me not any of my techs.

[@barrygoldman2523]

The job of the shop Forman is to be involved in all repairs if the tech can't fix the car the Forman is supposed to either help fix the car or take over the job completely so if a car comes in a week later the Forman will be able to tell the tech how to fix it so if the customer wants to talk to someone it will be the shop Forman

[@brandenchurch8652]

I get treated with disrespect from customer all the time because I’m young. I’m 25 yes. But I’m also the most experienced person in the shop and the only master certified technician in the shop. But they see someone who is double my age with. Few gray hairs and they suddenly will believe what they say without question. Kinda funny how customers work.

[@daquanbrown7886]

What i always say. All money is not good money

[@Rein_Ciarfella]

There are Jag shops and those people specialize in this kind of work, but it comes at a premium. I’m sure that customer knew that but tried to get away with having the work done by a non-Jag specialist at a lower price. Some people want exotic at regular prices because they’re cheap bastards.

[@speedy_pit_stop]

If you own old or classic cars you'd better be in a position to repair them yourself.

[@mysoap23]

But why did the customer go off at the technician, that is the question.

[@xephael3485]

No kidding 😂

[@rontiemens2553]

No it is NOT the question. The question is why MANAGEMENT ever let this happen in the first place. Managers, if you aren’t going to competently set policies for and MANAGE your shop, WHAT GOOD ARE YOU?

[@terryharvey4811]

@@rontiemens2553 EXACTLY. Management should handle employees and customers. Customers should not be allowed to handle employees, anymore than employees should be allowed to punch out customers...

[@KM-bs1gf]

Right.... whomever put 90s Jag on the shops that have no history working on it .... me out......

[@garykeyes7221]

Service Advisor should have been fired and Tech given a raise

[@Michael-uo4jj]

😂second you said 90s era jaguar I fucking had flashbacks. Haven't had it happen to me but I would've just walked away or went home Idk why these people buy a old luxury car to a standard garage you take it to specialist

[@nicholaswalsh3016]

This is Canadian tire, terrible place to work