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May 29, 2023

Marinucci: Fast and simple does not mean free

Grossly simplifying a technical procedure for a prospective new customer may backfire if it undermines the value of your technicians' knowledge and skill. Earnest, tenacious salespersons may

Grossly simplifying a technical procedure for a prospective new customer may backfire if it undermines the value of your technicians' knowledge and skill.

Earnest, tenacious salespersons may oversimplify proper diagnosis while trying to win over skeptical, cost-conscious motorists.

Unknowingly, they may make troubleshooting sound so quick and easy that prospective customers conclude that testing should be free.

I respect that cash-strapped car owners must stretch their dollars are far as practically possible during tough economic times, but whether times are good or bad, some consumers want to believe in the proverbial free lunch.

In the realm of professional automotive repair, however, free service is more myth than fact. Instead, trustworthy diagnosis and repair costs money.

The reason is that savvy service-shop operators and tire dealers invest thousands upon thousands of dollars in competent technicians, ongoing training and modern equipment. These elements are essential rather than optional in today's auto repair business.

Dan Marinucci

Some prospective new customers do not — and perhaps never will — comprehend that these investments fuel high-quality maintenance and repairs.

Doubtful but persuadable motorists also may not realize that an accurate diagnosis is the foundation of every successful automotive repair.

Among other things, a successful repair means fixing the vehicle correctly the first time. Equally important, fixed right the first time has been a top priority for years among consumers who purchase auto repairs.

Pragmatic bosses may ask how basic an explanation must be to satisfy a prospective new customer — while respecting the value of the diagnosis.

Savvy sales professionals have told me repeatedly that earning a sale without giving away diagnostic time may be more of an art than a science.

If this approach was so obvious and straightforward, they noted, service writers would convert every doubtful motorist into a faithful customer — no exceptions.

In this column, I will cite a practical example of describing a diagnosis without potentially oversimplifying the task.

First of all, current is electrical volume, measured in amperes ("amps").

Electrical pressure is called voltage; techs measure voltage with a voltmeter.

Using a clamp meter is one convenient, effective way to measure the current flowing through a wire or cable. All a tech has to do is open the clamp meter's spring-loaded jaws and slip the jaws around the wire or cable.

The clamp meter's digital display shows the current measurement. In this example (refer to the photograph), I am checking the current flowing through a vehicle's negative battery cable.

The display shows a measurement of 87 milliamps or 87 thousandths of an ampere.

Second, suppose a motorist shuts off a vehicle and walks away from it. Normally, its onboard electronic components shut off within approximately 20 to 45 minutes.

This "shut-off" time may vary a great deal from one make and model to another.

A tech may refer to this routine electronic shutdown as components going to sleep or going into sleep mode or rest mode.

Third, a very low volume of electrical current continues flowing out of the battery after rest mode occurs. This often is called key-off or parasitic battery drain.

Normal parasitic battery drain usually measures 25 to 50 milliamps (25 to 50 thousandths of an ampere) or less.

Clamp meters designed for automotive diagnosis measure these extremely low volumes of electricity. And, as I just explained, a tech simply connects the clamp meter onto a battery cable to take the reading.

A failing electronic component may remain on instead of going into rest mode. Then this component discharges the battery by drawing current from it continually.

The resulting symptom is a dead battery with no obvious causes.

Routine testing may confirm that the battery and charging systems are OK. If that is the case, a tech may park the vehicle, shut off the ignition switch and wait for its electronic components to "fall asleep."

Then the tech repeatedly checks current flow at one of the car's battery cables over a period of time. Generally speaking, this key-off current should drop into the normal range within 60 minutes or less — I emphasize the word generally.

Suppose the clamp meter check shows that key-off battery drain remains abnormally high. This confirms that something within the vehicle's electrical system is stuck on and drawing excessive current.

Furthermore, it means the tech must perform a series of additional tests to pinpoint this failed component.

Sometimes, providing a prospect with too much information backfires. For instance, a plucky service salesperson addresses a dead battery issue with an overly detailed description of the troubleshooting process — including showing off a clamp meter borrowed from the service department.

But the skeptical car owner unexpectedly concludes that any joker can park a vehicle and wield a clamp meter.

This prospective new customer overlooks the cost of the proper tester and hiring a skilled tech to operate it.

Waiting for a vehicle's electronic components to fall asleep takes time — likely tying up a valuable service bay for at least an hour.

Furthermore, diagnosis often requires a series of additional "pinpoint" tests to identify the part that's causing the excessive battery drain. This calls for the talent of a skilled troubleshooter rather than a lube tech or tire buster.

The failing component could be an electronic device costing hundreds of bucks.

The key takeaway for this diagnosis and others is to be descriptive but discrete. For example, modern technology — not service personnel — dictates the need to wait for electronic components to fall asleep.

Next, making a series of highly sensitive electrical measurements is essential to identifying any excessive parasitic current drain issues.

Finally, pinpointing the actual culprit within the electrical system requires another series of electrical tests.

When all is said and done, a service salesperson need not delve deeper into topics such as clamp meters or voltmeters. The focus is vital measurements — period.

The art of such a discussion, then, is conveying the need for skill, patience and methodical procedures instead of some plug-and-play gambit with costly components.

Finally, you may opt to follow the example of some electrical troubleshooters: Reduce the diagnostic fee accordingly if the tech pinpoints the failure quicker than expected.

Fast and simple does not mean free

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