The Jeep Wrangler belongs to a fellow employee and just needed a routine oil change. A simple task, right? No matter what
the customer complaint is, I always do a complete visual inspection so I can advise my customer on his or her car's current
condition. My personal belief is that this should be an integral part of any tech's code of ethics. It would be a breach of
confidence to allow any vehicle out of the shop with an identifiable defect that could affect its safe operation, not to mention
opening the shop and the tech to civil liability if that defect results in an accident. As a plus, it provides an opportunity
to generate additional service revenue and create customers' faith in your shop's desire to look out for their best interest.
This Jeep may have belonged to another employee, but that doesn't minimize my responsibility as a professional technician.
Giving it the 'Once Over'
Florida doesn't have a mandated vehicle inspection program like many states, including my home state of Virginia. You can
imagine what kinds of problems I routinely find as a result.
Left to Right: The right side brake light was much more vibrant than the left brake light which shed some light on a malfunction
in the system.; The backup lamp was also dimly lit...a sign of a bad ground.; A quick probe on the socket verified my suspicions.
Many shops have some type of visual vehicle inspection form for their techs to use, and if yours doesn't, I strongly encourage
you to create one and use it on every vehicle that passes through your bays. At the very least, inspect any components or
systems that could affect vehicle safety. Make sure you routinely check tire pressure and condition, operation of the exterior
lights and all fluid levels (including the washer fluid). Report your findings and any corrections you made to your customer
at the same time you review the repair needs for the complaint they originally came in for. Do so from the sincere standpoint
that you have their best interest and safety in mind, and your add-on sales will increase, as will your customer satisfaction
ratings. (Note: Some states' consumer protection laws forbid the removal of the wheels or accessing underhood components unless
the original repair requires it or you have the customer's permission to do so.)
A thorough check of the Jeep turned up a few potentially serious problems. One was low air pressure in the right rear tire.
A quick look revealed a split valve stem that, left alone, easily could cause a blowout. Another was front brake linings worn
down to 3/32 of an inch — not at minimums yet, but replacing the pads now would not be a bad idea. The last item I found,
and the main topic for today, was a malfunction in the turn signal/brake light system. I explained what I found to the Wrangler's
owner, and got the OK to take care of all three issues.
Peter Meier is an ASE-certified Master Technician, member of iATN and full-time tech in Tampa, Fla. His experience reaches back over 30 years, and his contributions to Motor Age reflect a wide variety of experience with almost every make and model.
Articles by Peter F. Meier
