Fixed Ops Journal - October 2022 - F29

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Sound bites from fi xed ops conversations
" There's no training authority out
there for service advisers, and I
fi nd it a more challenging job [than
a tech or parts person] because
you need the sales skills of a
salesperson and you need
automotive knowledge as well. So I
thought I'll put everything that I've
learned in the years I've been in
this industry and compile it all into
a book. "
Coralee Zueff on why she wrote the book
Five Star Service Advisor, on " The Parts Girl
Podcast, " Sept. 15
" I had this wake-up-in-the-middleof-the-night,
sit-straight-up-in-bed
clarity in the fact that training
sucks. And I want to create training
that actually fi xes the problem not
treat the symptom. And so in order
to do that, you probably have to
throw out all the preconceived
ideas of how things are done and
you have to start with the end in
mind. If you really want people to
change, then there's a lot of stuff
you can't dance around. "
Chris Collins on " Service Drive Revolution, "
Sept. 12
" If I said to myself, for example,
'I'm not confi dent enough to give a
presentation,' I'm going to
challenge that belief by asking
myself, 'Is it true? Yes or no?' Then
I'd ask myself, 'Are you sure that
it's true?' What goes on inside you
when you believe you're not
confi dent enough to deliver a
presentation? Panic, anxiety,
stress? Once we get there, then
the next question is, 'Who would
you be without that belief?'
Simple. I'd be confi dent. "
Wilson Lawrence, owner of Wilson's
Coaching, on " Fixed Ops 5 " podcast,
Sept. 20
LEGAL LANE
Deployment of Mercedes-Benz
airbag leads to negligence suit
Th e owner of a recalled 2017 CLA 250 4matic
has sued Mercedes-Benz USA and a Rhode
Island dealership, alleging negligence and
consumer protection violations arising from
warranty repairs.
Th e suit claims that negligence by Mercedes-
Benz of Warwick in servicing Mallory
Alves' vehicle caused the airbag to deploy, injuring
her. It also accuses the automaker of
covering up the problem and failing to provide
requested information so Alves could determine
whether it was subsequently repaired
properly.
Th e dealership has denied liability and said
in court papers the airbag was properly repaired
and the case should be dismissed.
According to the federal suit, the 2018 recall
was to repair the steering column module on
the CLA 250 4matic, and the work was done in
March 2019.
Th en in February 2022, " while driving with
due and proper care, suddenly, without warning,
the vehicle seized and the airbag deployed, "
the suit alleged.
Alves then brought the car to another dealership
that gave her a loaner, it said. And while
Mercedes said it would repair the car at no
cost to Alves, she " has no way of knowing
whether the repair to the steering column
module was correctly performed, other than
believing Mercedes' claims, " it said.
Alves said Mercedes refused to buy back the
car and that she's paid about $100 a day to rent
a vehicle " of the same or substantially similar
status and quality " as her CLA 250 4matic
since returning the loaner.
Th e suit also seeks damages for fraud,
breach of warranty and conspiracy.
3 Ford dealerships sued over
contaminated site in Indiana
Th e owner of a heavily contaminated site in
Indianapolis is suing three now-defunct dealerships
that serviced vehicles there from the
1970s through the 2000s.
Th e suit, which also names former property
owners, alleges the dealerships' repair operations
leaked gasoline, motor oil, PCBs and
other hazardous substances, contaminating
the groundwater and soil.
Environmental investigations over the past
16 years allegedly found 10 hydraulic lifts and
an oil-water separator on the site, as well as
toxic chemicals and petroleum products.
Th e defendants include Chuck Callahan
Ford, which operated at the site from the
1970s to the 1990s; Family Ford, which operated
there from the 1990s to the 2000s; and Burd
Ford, which operated there in the 2000s, according
to the suit.
Current property owner Gaines Land Group
is seeking reimbursement of past and future
clean up costs under the federal Superfund
law and Indiana's environmental law. Its attorney
declined to comment on the case.
- Eric Freedman
foj@autonews.com
OCTOBER 2022 PAGE 29

Fixed Ops Journal - October 2022

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