Digital Dealer - November 2017 - 45

THE DIAGNOSTIC PROCESS IS OFTEN
EXTREMELY COMPLEX, TIME CONSUMING,
AGGRAVATING (IDIOT ENGINEER DESIGN), AND
NONSENSICAL."
technical issue is a complete farce, promulgated
by such fakers as Auto
Bones advertising that
they will extract the computer code for a check
engine light for no charge
and tell you your birth
date too, which leads all
the unknowing to calculate they will then simply
purchase the replacement
part, and Walla, all fixed.
When Hell freezes over
I say.
There are literally dozens of microprocessors
(some lorries have 100
plus) measuring essentially everything and anything
a vehicle is capable of
these days - and that
fits with the 20,000 plus
individual parts on the
average bucket. These
valuable measuring tools,
let's say for simplicity,
take the temperatures of
their responsibility. When
the temperature range
is exceeded either way,
they send a signal which
may or may not cause
the check engine light to
come on. Whether hidden
or not, something (emphasize something here)
is or was creating an out
of boundary issue. Going
through that process can
take an educated electronic wizard and a streak
of luck at times - for which
these techs seldom get
completely paid, especially on flat-rate commission.
In the U.S. there are
probably less than a million techs capable of such

analytical analysis, based
on the figures I read.
So, the other 350 million
plus peeps here don't
have a clue, and how this
analysis fee is presented
when necessary, is critical
to eliminate the dreaded
aforementioned buyer's
remorse. Considering all
I have just noted, simply
saying - what I hear too
often - "That'llbee $128
forda tech ta lookatit" - is
a sad commentary to say

some (a lot) of our own
dealer employees think
the same cause they ain't
edumacated either.
What all of us have to
accept is that few patrons
whine (compared to the
whole lot). Most just pay
the bill and exit, never to
return, while we calculate
that all is peachy. When I
was conducting customer
focus groups, fees and
charges were always on
the agenda, and on top

GOING THROUGH
THAT PROCESS CAN
TAKE AN EDUCATED
ELECTRONIC WIZARD
AND A STREAK OF LUCK
AT TIMES - FOR WHICH
THESE TECHS SELDOM
GET COMPLETELY PAID,
ESPECIALLY ON FLATRATE COMMISSION."
the least.
Heck, looking at it
is the easy part and it
accomplishes absolutely
nothing. The diagnostic
process is often extremely
complex, time consuming, aggravating (idiot
engineer design), and
nonsensical. To present
it as anything less, when
Average Joe Customer
is under the impression
that a simple plug-in tells
all, is grounds for losing a
valuable consumer who
can't digest the perceived
unreasonable fee. Sadly,

of that the diagnostic fee
usually surfaced early.
Know this, I found that few
understood or accepted
the fee as real or needed
- that has always troubled
me. Consequently, when
I train customer / assistant service managers
(writers), that important
process tops the list.
Losing the sheep over the
diagnostic fee is basically
a mortal sin as I see it (if
you are Catholic you will
get that).
I have developed a
two-page Diagnostic

Worksheet which explains what goes into the
diagnostic process for the
most common items techs
face. I review it all the
time in training and my
clients use it to support
their fees by reciting the
written details when the
diagnostic process is applied. I will email it to you
if you are interested, for
the exorbitant fee of zero.
Just email "absolutely no
money (including handling
and shipping fees)" to
Ed@NetProfitGroup.com,
and put on the subject
line "Diagnostic Worksheet - Edumacation Is
the Key" - and be sure to
spell that correctly so I will
know you are serious. I
guarantee that you won't
get buyer's remorse or
toenail fungus.
ED KOVALCHICK
has traveled the world
training and consulting
in fixed operations with
manufacturers and dealers.
His extensive background
includes master technician
status, independent shop
owner, dealer with all
Chrysler & Nissan franchises,
and founder of Net Profit Inc.,
fixed operations consulting
and training. He is a graduate
of the University of Louisiana,
and has served as state
president of the Automotive
Service Councils, and the
advisory boards of Wyo Tech
and Virginia College. He has
been a regular columnist and
conference presenter with
Dealer magazine and Digital
Dealer since 1995. EMAIL:
Ed@NetProfitGroup.com.

D I G I TA L D E A L E R . C O M

NOVEMBER 2017

45


http://www.DIGITALDEALER.COM

Table of Contents for the Digital Edition of Digital Dealer - November 2017

Digital Dealer - November 2017
Contents
A Letter from the Show Director
Don’t Be a “Management Jerk” and Steps for Handling Them!
Attempting a No-Huddle Offense? How’s That Working for You?
Is a Financial Partnership in Your Future?
Fallacy
You Can't Take a Train 500 Miles on 400 Miles of Track
4 Tech Tools That Decrease Employee Turnover
Organize for 2018 – Expect Greater Efficiencies and Profitability, Fewer Surprises
Retail Warranty Reimbursement: Leveling the Playing Field
Cracking the Car Code on Selling to the #1 Buyer: Women
Professional Voice-Over Secrets!
CAMERON JOHNSON Dealer Principal, Magic City Ford Lincoln
When It Comes to Social Media... Don't Step on a Rake
The Online Shopping Experience Has Radically Changed. Your Dealership Can Reap the Benefits.
The New Car Manager's Modern Guide to Merchandising
Top 3 Information Technology (IT) Recommendations for Stability and Increased Productivity at Your Dealership
That’ll Bee $128 Forda Tech Ta Lookatit - Ouchie
Only 5 ½ Cents- Per-Mile to Maintain a $50K Machine! Wow!
Digital Dealer - November 2017 - Digital Dealer - November 2017
Digital Dealer - November 2017 - Cover2
Digital Dealer - November 2017 - Contents
Digital Dealer - November 2017 - A Letter from the Show Director
Digital Dealer - November 2017 - 3
Digital Dealer - November 2017 - Don’t Be a “Management Jerk” and Steps for Handling Them!
Digital Dealer - November 2017 - 5
Digital Dealer - November 2017 - Attempting a No-Huddle Offense? How’s That Working for You?
Digital Dealer - November 2017 - 7
Digital Dealer - November 2017 - 8
Digital Dealer - November 2017 - Is a Financial Partnership in Your Future?
Digital Dealer - November 2017 - 10
Digital Dealer - November 2017 - 11
Digital Dealer - November 2017 - 12
Digital Dealer - November 2017 - Fallacy
Digital Dealer - November 2017 - 14
Digital Dealer - November 2017 - 15
Digital Dealer - November 2017 - You Can't Take a Train 500 Miles on 400 Miles of Track
Digital Dealer - November 2017 - 17
Digital Dealer - November 2017 - 18
Digital Dealer - November 2017 - 19
Digital Dealer - November 2017 - 4 Tech Tools That Decrease Employee Turnover
Digital Dealer - November 2017 - 21
Digital Dealer - November 2017 - Organize for 2018 – Expect Greater Efficiencies and Profitability, Fewer Surprises
Digital Dealer - November 2017 - 23
Digital Dealer - November 2017 - 24
Digital Dealer - November 2017 - Retail Warranty Reimbursement: Leveling the Playing Field
Digital Dealer - November 2017 - Cracking the Car Code on Selling to the #1 Buyer: Women
Digital Dealer - November 2017 - 27
Digital Dealer - November 2017 - Professional Voice-Over Secrets!
Digital Dealer - November 2017 - 29
Digital Dealer - November 2017 - CAMERON JOHNSON Dealer Principal, Magic City Ford Lincoln
Digital Dealer - November 2017 - 31
Digital Dealer - November 2017 - 32
Digital Dealer - November 2017 - 33
Digital Dealer - November 2017 - 34
Digital Dealer - November 2017 - 35
Digital Dealer - November 2017 - When It Comes to Social Media... Don't Step on a Rake
Digital Dealer - November 2017 - 37
Digital Dealer - November 2017 - The Online Shopping Experience Has Radically Changed. Your Dealership Can Reap the Benefits.
Digital Dealer - November 2017 - 39
Digital Dealer - November 2017 - The New Car Manager's Modern Guide to Merchandising
Digital Dealer - November 2017 - 41
Digital Dealer - November 2017 - Top 3 Information Technology (IT) Recommendations for Stability and Increased Productivity at Your Dealership
Digital Dealer - November 2017 - 43
Digital Dealer - November 2017 - That’ll Bee $128 Forda Tech Ta Lookatit - Ouchie
Digital Dealer - November 2017 - 45
Digital Dealer - November 2017 - Only 5 ½ Cents- Per-Mile to Maintain a $50K Machine! Wow!
Digital Dealer - November 2017 - 47
Digital Dealer - November 2017 - 48
Digital Dealer - November 2017 - Cover3
Digital Dealer - November 2017 - Cover4
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