As vehicles become more electronic and computer-based, it can be difficult to relate these service challenges to a customer.
Remember a time (and maybe your shop still does this) when a customer would come into your shop with a "check engine" light, and you'd use your scan tool to complete a quick diagnosis - without charging the customer? Most shops now have a minimum diagnostic fee for determining a vehicle's issue - but that wasn't always commonplace. Are you still not charging for a vehicle diagnosis? It may be time to start.
With ever-changing vehicle technologies, shops continue to address different issues by tooling up to service these technologies.
Consider TPMS technology. Implemented standard on vehicles beginning with the 2008 model year, many of the TPMS sensors tracking tire pressure on these vehicles are now wearing out or have become damaged, and they need to be replaced. As you're aware, the cost of replacement TPMS sensors can be pricey. Your shop already has purchased the TPMS reset tool for the shop, so how do you get your return on investment (ROI) for the tool purchase? Think about passing the cost along to the customer.
Talking with contributing editor Barry Hoyland, he mentioned a method to help with ROI on these tools in the shop management courses he regularly instructs. In addition to addressing a TPMS light when a customer comes into the shop, sometimes when completing a tire rotation tires on some newer vehicles require a reset of the vehicle (say you moved the back passenger tire to the front driver side). The sensor will indicate that the recently moved tire is still located on the back passenger side - unless you reset the sensor.
Instead of automatically completing this service for your customer, add it into the service cost. Or, offer it as an additional add-on. But don't forget to be up front and honest about the cost with your customer. Explain the process of resetting the TPMS sensors (and, if necessary for replacement, the cost of those sensors).
I'm curious to know if any shops currently charge for this type of service. I welcome your thoughts and suggestions.
About the Author
Erica Schueller
Media Relations Manager | Navistar
Erica Schueller is the Media Relations Manager for Navistar.
Before joining Navistar, Schueller served as Editorial Director of the Endeavor Commercial Vehicle Group. The commercial vehicle group includes the following brands: American Trucker, Bulk Transporter, Fleet Maintenance, FleetOwner, Refrigerated Transporter, and Trailer/Body Builders brands.
An award-winning journalist, Schueller has reported and written about the vehicle maintenance and repair industry her entire career. She has received accolades for her reporting and editing in the commercial and automotive vehicle fields by the Truck Writers of North America (TWNA), the International Automotive Media Competition (IAMC), the Folio: Eddie & Ozzie Awards and the American Society of Business Publication Editors (ASBPE) Azbee Awards.
Schueller has received recognition among her publishing industry peers as a recipient of the 2014 Folio Top Women in Media Rising Stars award, acknowledging her accomplishments of digital content management and assistance with improving the print and digital products in the Vehicle Repair Group. She was also named one Women in Trucking’s 2018 Top Women in Transportation to Watch.
She is an active member of a number of industry groups, including the American Trucking Associations' (ATA) Technology & Maintenance Council (TMC), the Auto Care Association's Young Auto Care Networking Group, GenNext, and Women in Trucking.
In December 2018, Schueller graduated at the top of her class from the Waukesha County Technical College's 10-week professional truck driving program, earning her Class A commercial driver's license (CDL).
She has worked in the vehicle repair and maintenance industry since 2008.