ACTION NAPA AUTO Parts - (Page 24)

Selling the right things That's the explanation we give our customers. This Process of Testing and Inspection reduces the parts we replace since there's no guesswork, AND it reduces the chances the car will return due to incomplete repairs. In other words, Mr/Ms Prospect, it's our goal to fix your car it's the only way we've found to be certain of what the system really needs. We quote removal of the compressor and pouring the oil from it into a receptacle so it can be inspected for metal bits. If there are no bits, it's a simple repair. If there are only a very few little bits, we recommend replacement of the rubber hoses in addition to the simple repair. I was advised a long time ago by a Honda trainer that the rubber hoses get metal bits stuck in them, only to release them into the new compressor later, causing the new one to fail. If it looks like we've got enough sparkles to adorn the costume of a female ice dancer, that's another matter. The diagnostic process on this particular vehicle is a tough sale, since the bumper, condenser and radiator must come off just to access the compressor. Selling is not about getting the money right the first time using the fewest parts and do it for the least possible money. I'm pretty sure that most consumers have never heard those words uttered by a repair person in any industry. However, when we do it right, we only do it once and the repairs last. The most expensive repairs are the ones that don't hold up and have to be done again. And sometimes, again and again. If you find that you have difficulty selling this diagnostic process, put it into a nicely-printed test sheet with blanks for test results that can be filled in by the technician. Diagnostics are impossible to see and thus difficult for people to want to buy. A test sheet shows value and has a look, feel and taste that make it more credible. Some customers even like getting a piece of paper with oily fingerprints on it, since this means a real tech really touched it. Which brings us back to the customer with the CR-V. He had no problem approving our initial testing fees, and we quickly found the compressor was locked up. I think we'll all agree that compressor failures mean a bare minimum of compressor and drier replacement. Our experience with some Honda products of this era includes serious munching of internal compressor parts and lots of little metal bits scattered through the system. While sparklies can be very fashionable on clothing and accessories, they're bad for refrigeration systems. Sell the next steps The diagnostic process in our shop is often costly, but 24 ACTION/NAPA * Spring 2015 B.Witt The front bumper must be removed to access the compressor. I'll take some heat for that statement, but I believe it to be a fact. Too many front counter people are taught that "the customer is always right," but that's not totally cor- This is how I show customers where the sparklies can hide.

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