Your technician: Expertise, Equipment and Communication As long as these services are performed by your technician, you, the motorist should be satisfied that you have gotten what you 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 motorist brings his vehicle in for a tune-up, he will expect it to perform better when the technician is 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 motorist can undermine the best of intentions. It is important to gather as much information as you can while the motorist 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 motorist'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 motorist. 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 motorist 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, you can build a trusting relationship with the motorist; perhaps make a customer for life, while providing a service that every motorist needs. Back to Things You Should Know Visit our Resource Library for available downloads