This Cost Us Thousands of Dollars! Don’t Make The Same Mistake We Did…
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- Опубліковано 23 тра 2024
- This one hurt… We already knew how important this was, but sometimes your techs need a reminder, and this definitely led to a discussion to make sure it never happens again. It’s imperative that we all pay attention to the details so that we don’t lose money like this in the future. Hopefully this video can help others to not suffer the pain that we had to. Enjoy!
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An even greater cost would be loss of reputation when clients tell others not to use your service. Being a stand up shop will earn trust from clients and pay dividends down the road.
I tried teaching that the area director of the last shop I worked for. getting to the point of making a real good shop is a long term game not a short term and this is exactly how you make a shop into a good shop in the eys of customers
I don't believe wrong differential fluid would cause damage in such a short time. What tech had put in there, acid?
@@senco981I made a similar comment as a main post and no reply or even any likes. I’m pretty sure the comment is shadow ghosted. Their slightly wrong fluid would not have caused such severe damage in just a day or two. Something else was afoot and they won’t address it here.
@@senco981 OH YES if a limited slip diff is involved the clutches can be wiped out or seriously damaged in less than 50 miles with the wrong fluid. Oh but yes and kudos to the shop for owning the issue. In the long run word of mouth will segregate this shop out as the guys with white hats on white horses the good guys and best.
Absolute best investment ever in truth and backing their work, Way to go guys!
@@j81851 I do not question their honesty, I just don't believe this dif was OK to begin with. They were played. Check comments section in follow up video.
Bunch of BMW techs stated that dif is pron to failures regardless of fluid.
This type of responsibility has become so rare. Thank you for your part in bringing customer service back to America. This is how you build a business with loyal customers.
Literally brings a tear to my eye.
It isn't that uncommon. We all make mistakes. It is how a shop handles those mistakes that matter.
happend to me today. accidentally put a hole in a customer's oil pan. immediately let them know and ordered new parts. he wasn't mad and understood appreciated the honesty and will continue to be a loyal customer. treat em w respect and they'll come back everytime
Honesty! That's all we're asking for! We know that mistakes happen, and we appreciate when shops are honest about it. You could have plugged it with JB Weld, and made it the next mechanic's problem, but you took responsibility for it. That shows your integrity. Early in my career, I heard a supervisor say "If you mess up, fess up. It will save us ALL, a lot of trouble, and money." I've seen people make mistakes, costing 10's of thousands of dollars, but kept their job and position, because they were honest and took responsibility for it. Here's why: The mistake has been made, and is already going to cost a lot to rectify. If someone lies about what happened, the company will spend thousands more, trying to determine the cause of the mistake. By being honest, you're actually saving the company money. On top of that, if they know exactly where the procedure broke down, they can put safeguards in place, to prevent it from happening in the future. I don't know how you put a hole in their oil pan, but I'll bet that you've already figured out a way, to prevent it from happening again. You've likely shared it with other techs, in your shop, to prevent them from making the same mistake. That's exactly what I'm talking about. You messed up, and fessed up. Your honesty is refreshing, and appreciated. Take care and have a great weekend! 😃👍
mistakes are made, accidents do happen, but you were upfront with it, if I were your customer, I would definitely appreciate that, and be a loyal customer after.
Shop owner here, been here in this situation far too many times, had a 2016 jeep grand Cherokee a few years ago did head gaskets on, came back a few weeks later with a piston that came apart, ended up putting a 4,000 mile used engine in free of charge, customer was happy, sent me several great referrals since, worth the oss, you guys are class acts
Shop owner been here before. You can't even explain what happened sometimes but you have to eat it
I feel your pain, I own a shop, you can't take that kind of lose that often, I know I can't.
Working on overheated engines is a risk…aluminum blocks may warp and the threads for the head bolts on it may strip out when torquing them down…throughout the years, I’ve seen that pistons are not constructed the same as before; they have much less material on them and may warp and/or have some of type of structural damage to it because of the extreme heat that it sustained.
That's why you don't guarantee head gasket jobs. Only guarantee your work but not the engine. Far too many people run an engine hot then swear it didn't get that hot hoping for a cheap fix, and if doesn't turn out right you're to blame because you worked on it. Without completely tearing down a engine for inspection, there's really no way to know the condition on the bottom side after overheating... it's merely guess work then. A hit and miss, it "might be ok, it might not." "Mights" isn't a good thing to have a guarantee on so be sure the customer knows that before you even touch that motor... get it in writing. You'd be surprised the crap people do for a freebee if they can get one.
As a plumber for 40 years i have made a few Fuckups in my time. Always put my hand up and sorted my mistake.
Posting your mistake and telling the world about it says a lot about you and your integrity as a shop owner. Really appreciate your courage to raise your hand up and admitting your faults. When people make mistakes towards me I always try to work with them on how to make it right since I've made so many mistakes in my life and because of that experience understand that it's just part of life. Keep up the great work!
Integrity and a good reputation are priceless.
This is a perfect example of how all fluids are not created equal. It is especially true for transmissions. You can put the wrong fluid in a transmission and destroy it. Good on you guys for fixing the problem. That was a tough one to deal with, but you still have a good reputation with that customer for rectifying the problem.
Thank you for showing us real life errors and mistakes even when a process is in place. It goes to show how critical a small service can be if done incorrectly. Sharing with us helps other shops take the extra minute to be sure if cannot be verified.
I was a dental surgeon for 40 years...Been there, done that....Totally agree with you...But nowaday, people are incredibly fast to file a complaint against you...Was not like that 30 years ago...You have a very nice client and he has an outstanding shop owner ;) You have all my respect .
Agree! You could place the $5000k diff for free and the customer could complain to better business bureau, google and yelp about being without a car for a couple of days even tho you made things right😫😭
Shop Manager here... Fluids are always a pain. I learned not to blindly trust those systems when they all told me my own Non-CVT trans needed CVT fluid. Ever since, I check the dealer and cross reference to the aftermarket unless its super obvious. And you're right, all shops will make a mistake at some point, it's how you handle it that sets you apart.
Big dog, one day I want to be a manager as well. I just manage myself right now at work and most places I've been but never an official manager that manages people (been a supervisor but manager always puts you up there with the VPs).
Just carry max life it covers cvt and atf.
AMEN!
@@scientist100 Most days I enjoy, some days I ask myself why I'm here. usually that's when the owner shows up and ruins everything lol.
@@alexandergunaka666 I'm not sold on universal fluids.
As a shop owner I feel your pain. You're right about the cost of putting it right, most people don't understand until you explain it though. If a mistake cost you 6 hours to fix, it cost you 12 hours revenue, 6 fixing it at no charge and 6 hours you could've been doing something else chargeable. Props for not only putting it right, but for making a video about it.
Doing things the right way even when expensive or especially when expensive speaks volumes about you as a people and a business. You deserve major respect and accolades. God bless.
I can tell you exactly why the client was extatic. I'm heading into dealing with a Toyota dealer that tried to pull some crap on me. I've only found a couple of honest mechanics in my 40+ years of dealing with cars. The nonsense I've seen pulled by shops is ridiculous. Good on you!
Moving to a new town and having to find a new mechanic is more daunting than finding a new doctor, dentist, therapist, or anything else.
Wow! That's a tough pill to swallow. My compliments to you and the tech for owning it. Unfortunately that level of integrity isn't so common anymore. I believe that is one customer that will brag about his his experience to his friends. Good luck.
Great video! Take a real leader to own up to any kind of oversight, especially an expensive one.
Sorry sir for your lost. Very sad to hear. Just because you passed the honesty test you are going to be blessed 10 times more. Great respect!!!!
I feel your pain from working in the shops for a while as I was a tech and it is tough amen something screws up as I would own up to it, I always did verify my fluids you will have that customer for a long time and I give you a world of credit for doing this video I enjoy your vids that you all do God Bless you all and I hope for a great amount of business for your shop 😀
Total respect. You made the mistake and you owned it.
BMW guy here. Prior to 7/2011 BMW called for the 75-90 fluid and after for some reason switched it to 75-85 with no changes to the design of the diff. No way that fluid did that. Very unfortunate this happened to you guys. It definitely was not caused from the fluid. Much respect for replacing it on your dime. Not many people like you guys anymore. Much respect.
Exactly, a differential knows lubrication nothing else…🙄🤷♂️
Honesty is overall the best policy , I would definitely be a lifelong customer. Good people in a shop are hard to find .
I appreciate that you're owning the issue. I was recently shopping for the correct differential fluid for my '15 Challenger SRT 392. Shopping in the aftermarket for the correct 75W-85 fluid was frustrating. Turns out that Mopar makes more than one 75W-85 fluid and the one for the Ram or the Jeep is not the correct one for my Challenger. Rather than taking any chances, I bought my fluid at the Dodge dealership parts department to make sure I got the right one.
I messed up with my college girlfriend
Her dad confronted me
I had make it up. 😊
no big wedding but
She and I said : yes I do .
Learning from mistakes.
I’m Mexicano
Greetings from Toluca Mex .
Now her dad has a client for life 😊
Kudos to you and your team. It's hard to find an honest repair shop that does great work. Most shops would have come up with some story to tell the customer that it was a coincidence it happened. While it cost you on this one, you'll get it back from return customers and word of mouth. Good for you!
The honesty here is what’s most important. Thank you
Respect that you fessed up and did the customer right. That keeps customer coming back👍
You have brass my man... respect your courage and willingness to admit a mistake on social media. World class!
What a great honest mechanic, shop owner right there
I was just talking to a buddy of mine today about this stuff. The way you keep clients is being honest. Sucks but mistakes happen.
Good bless you. Thanks for stepping up and owning the situation.
Good on you for posting this, not everything goes well and it's a good reminder to all to double check. Respect!
I appreciate when a professional makes a mistake shows you that they made a mistake and shows you how they fix it. It’s very reputable.
Nobody goes through life being perfect. So long as you figured out what went wrong and figure out how to prevent it from happening again then it becomes part of "life's tuition" that we all pay in some way. You handled it well imo. Additionally, in the future your customers will know you're not "sticking it to them" when other repair jobs come along.
Have a great holiday weekend!
Hats off for being a stand up man in an industry that lacks them. I'm sure your techs not only learned from the mistake that was made, but they learned the INVALUABLE lesson of what to do in that situation. Really awesome. Speaking as someone from the collision industry for 35 years.....open a body shop!!! Please!
Good to see there is another honest repair shop
I wish every shop would see this video. I do feel your pain. Unfortunately, this happens to everyone at some point. The fact that you own up to it,a nd even make it into a video speaks volumes for your character. You're a good man.
Excellent point about the honesty, integrity, and transparency with clients. I always preach to my team that we do the right thing, even if it cost us $$$. I'd rather the customer be mad now than mad later. Mad later = potentially tarnished reputation.
Its amazing how much integrity your shop has. Our shop doesn't do unneeded services like this. I guess thats how we avoid situations like this all together.
Kudos to you for as you stated "owning the mistake." A tough financial hit for sure but what a testament to your integrity.
Word of mouth is so important. The customer will pass the word and evenly you will recover the loss
Thank you for this video! I am a new instructor at my local TCAT Automotive Technology class! I needed this video to show my students for our ethics class! It shows how important it is to verify proper fluids but also how like you said own up to your mistakes!
Years ago, I worked in a small shop, things were so much simpler then. Even at my home I different fluids for my vehicles, things are so complex these days. You're doing the right thing, that makes you a class act. I'm with you if a screw-up happens, own it, make it right and move on. And yes, your customer does apricates this, more than you know.
Such good leadership dealing with this the way you did! I cannot believe the wrong fluid would destroy a diff in less than a week tho that seems crazy. It really stinks that even when you have a system in place where every thing gets double checked this still happens occasionally. It will be a learning experience for everyone in your shop.
Everyone wants honesty yet turns around and is dishonest. Glad to know you are one of the few who are honest.
Wow. You guys handled your mistake like true professionals!! Too many shops would pass the responsibility along to someone else. Kudos to your shop for showing how it's done!!
Awesome video. Understanding ILSAC , API , ACEA oil and fluid categories can sometimes be tricky at the beginning but it is a must . Most oil and fluid references with OE oils and fluid but the category needs to MEET and EXCEED OE specifications. One thing most shops don’t do right is store the right oil and fluid for the right application and that tour of you Oil And Fluid room showed how professional the business is . Anything that is stated “Suitable “ doesn’t meet spec and that’s one thing most companies don’t do right is find the OE oil so they can cancel out the being the reason for failure. As this fluid didn’t meet the required diff oil spec. But , it’s always a good learning curve. Mistakes are done . It’s what you do with them that shows your character. Great job guys 👏
How dare you forget JASO-GLV1 😂
Thank you for sharing. This is a learning lesson for all of us. I have learned if you do something good for a customer they will ten people, but if you screw a customer that person will tell a thousand people.
Unfortunately mistakes happen. Honesty is the best policy. In addition to telling the customer that you put the wrong fluid in the diff and repairing the diff at your cost, you also made a video telling us about it. It takes a big man to own up to a mistake. You are a good man Sherwood!
Honesty, like OP shows, should probably be rewarded a lot more than it is.
Pressed the like button because this took guts to express. Not very many business share their honesty.
Thx for your explanation of what can go wrong in a workshop and how to avoid it. I’m the mechanic who takes a little bit longer, marks the wheel nuts after torque them up. We all make mistakes, but we need to honest about it and learn from it.
Kudos to you for owning up to the mistakes and fixing it. It’s refreshing ❤️.
What a breath of fresh air! Your honesty and accountability are definitely refreshing and uncommon nowadays! Just subbed!
Great people and businesses like yourself are out there but sure seem to be getting harder to find. I believe not only will he be a customer for life ,but you will also gain customers from his testimony. Word of mouth is the best advertisement there is. Nice job!
It is refreshing to hear a shop own up to their unfortunate errors, and make it right. Congratulations...Good work.
I admire the way you run your business; it was a honest mistake you are more than man enough to share that with your viewers and you are well stocked and your client is amazed at your honesty you will get the loss back in the long run there aren’t many shops out there like yours
Problems are always opportunities to learn as you have pointed out. I commend you for your honesty and integrity. Qualities which seem to be in short supply these days.
I would definitely be a customer for life if you were in my town.
Nice to see your attitude and approach! Sorry for your loss of time and money.
Haven’t trusted a shop much in decades. It takes me a while to double check and verify fluids and parts all the time, myself. Honestly don’t know how shops don’t lose their minds with the job clock ticking down and every vehicle having its own history or pre-existing condition. It is time-consuming and I only have my own stuff to worry about!!
This is also why I preach to never add additives to any of your fluids in the car! If you need an additive, you aren't using the right fluid for the specification! Always do your due diligence and research, research, research! We all make mistakes, but if we can avoid it, why not put in the extra effort.
Thanks for the awesome video and dedication to respecting the customer and the community!
You are amazing! Wishing you and your shop nothing but positive vibes. This is why you will continue to do very well going forward. Great video!
I think it’s awesome that you guys are owning up to it and taking care of your customer instead of trying to pass the buck It’s nice to know there are honest shops out there
Your a great guy and boss sherwood!! This video probably just got you more customers than any video before. It was obvious you all were first class but this just proved it!! Thanx for doing the right thing.
Great to see your openness and honesty. Wish I could find a shop around here that's like that.
You absolutely nailed it man. I own a high level detailing business. Paint corrections coatings etc. And luckily I've only had a couple oops moments over the years and owned right up to it. The clients are still with me. Honesty and reputation goes a long way.
And I had a boss years ago tell me the same thing. It's ok to make a mistake and learn from it. Just dont make the same mistake twice.
Great video. It just shows that if you do the same thing day in day out youll eventually have a whoops moment.
Easily the best video I've watched this year. Stay principled. RESPECT
Integrity is our most valuable asset as technicians and shop owners. As complicated as newer vehicles are this can happen to anyone. Education is not free this is an awesome opportunity for all of us to learn from. Own your shops mistakes and make it right for your customers and technicians.
Thanks for sharing the good work AND mistakes.
On my 2005 gearbox its a pain to be 100% sure the fluids are compatible 😮
I respect your level of professionalism and craftsmanship
Expensive lesson. With you guys working on many brands of cars I bet the number of types of fluids you deal with is staggering!
Well said. Something we all know but tend to forget. And yes, it is very important to own it. Makes ypu a good human being. No one is perfect
Really like the comment about todays fluids it seems to take so much time to find the exact one but on some cars paying the dealer cost is worth it and you eliminate all issues arising from the fluid choice
It is really difficult to look up specs on fluids. I personally only use OE fluids and stock them. I will order any fluid i dont have from the dealer. It sucks.
Literally impossible to do stock all of them if you work on all makes. You can stick about 6 to cover 99% of diffs
Love this guys HONESTY. More work will come your way 👍
I definitely feel your pain, but honesty is always the best policy in the long run. My field is a little different but some things still apply. I was recently repairing a customer's commercial prep table, and the previous technician did not follow proper practices for flammable refrigerant, which involves removing any service ports after work is done. The previous guy left the ports in place and crimped the copper tubing over which work hardened or weakened the tubing. I was replacing a condensate heater, which required me to move the compressor out of the way. When I went to slide the compressor back in, after successfully completing my work, the service port the previous guy had left in place and in a weakened state, snagged the edge of the cooler and broke. The hiss of refrigerant coming out was immediately disheartening. As the reality sank in, I realized I would not be able to make it to my truck in time to grab my crimping pliers. A cooler like that only holds a few ounces of charge. Needless to say, I told the customer what happened, and told him he wouldn't be charged for any additional repairs. It cost me a lot of time and money to repair the tubing, evacuate the system, and recharge the unit. But the customer knows I will take care of him and that is more important in the long run I think.
I don't think most shops would have fessed up to this. You guys are honest and trusting.
Awesome work bro! Thanks for making this video. Love from Trinidad and Tobago
Seen stuff in my years as a mechanic. I feel your pain.
The Truth is a word people hate in this modern day and age ! Well done on the way you held your head high in this situation !
I left what some may consider negative comments on another video.
Putting your mistakes out there deserves some praise.
Sharing your process, quality, risk management as well as honesty and customer satisfaction will serve you well.
Been there Myself * No matter how many times I Triple check my work.
Now To recoup that loss, Shop has to do 30k in Sales @ 20% Net. The Pain is Real !!
The Good, out weighs the Bad 😮💨 Thanks for the Vid....
I've never had a brand new vehicle and have always bought used vehicles but I am absolutely paranoid about making sure that the right fluids get into each vehicle that I have owned as I generally do my own repairs. Thankfully the fluids that I have needed over the years are readily available.
For the repairs that I can't do I have fortunately found an excellent mechanic that has the same level of responsibility you show in this video.
Thanks for this excellent cautionary video. I learned a lot.
Great honesty will bring your clients back
I've only been a subscriber for less than a year. What hooked me on your channel is you care.
We’ve only had this channel for about a year now so you’re actually one of the OG’s. 😅👍
Good on you for owning this. People no longer trust mechanic shops and haven’t for a while. If you were near me, you would now have my business.
HI I AM A BIG FAN OF ERIC AT SOUTH MAIN AUTO. I RECENTLY CAME ACROSS YOUR VIDEOS AND MAN I WISH I COULD FIND STAND UP MECHANICS IN MY AREA LIKE YOU GUY'S AND ERIC O!!! UNFORTUNATLY THIS IS HOW WE LEARN SOMETIMES. GREAT JOB SHERWOOD.
Sherwood love your honesty brother ❤️ I was wondering do you have any videos on ac gauge reading and diagnostics? Would definitely love to see one❤️ keep up the great work much love brother 😎
We are setting up videos for AC now that it’s summer again. There will be a multi part series in the very near future!
The fact you guys owned it says so much about your shops integrity. ❤
Well done. Great shop.
Yeah with BMW you can call a BMW parts counter for certain fluid requirements. You are a gentleman and a scholar!
Profound and true . You are stand up man and a credit to your craft and trade.
Hello Royalty Auto. I'm from Worcester ma and I feel your pain when I moved from Boston ma to Worcester ma I went through at least 5 auto repair shops and i have been lied to and even been cheated with parts they said they replaced and didn't. until i found a great shop here in Leicester ma.... Mac;s auto they are simply the best very honest truthful and they don't put any other part in my vehicle that don't meet vehicle spec. great video keep up the great work.
Good for you wish there a shop like yours in my area .
I truly appreciate the work you do, painful to see how industry developing profits first mentality these days. I always tell, find the right show and build long relationships with them. Cars very expensive these days, so you wanna keep them running as long as possible. Much respect and appreciation 🙏🏽
Love your channel. I wish you would have shared more about what fluid was put in vs what was the spec
Yup . finding the right Info can be Pia. Honest video .well done
Thanks for the honesty.
👍👍💪💪 yes, that is a customer for life, that's for sure, good job.
This is our philosophy when things go wrong too. Thankfully not that often, but i want to deal with people who do the right thing so i make sure i do the same.
This mistake can be so easy to make when there's so many different fluids these days, so this is a good reminder 👍
In all honesty I've been on the fence about the content on this channel (even though I've only been here a couple of weeks) but this video locked me in as a subscriber
These guys make me want to drive cross country to get my vehicle worked on. Incredible service and knowledge.