Just one of the challenges for today’s independent garage operators, in maintaining and repairing modern passenger vehicles, is trying to keep up with the pace of change, especially in diagnostic systems and interrogation facilities. Kim Henson explains.
The cars of today are becoming increasingly sophisticated in terms of their electronic control systems, and buyers of new vehicles appreciate the resulting improvements in safety, emissions performance and fuel consumption, as well as their online connectivity, compared with the models of just a few years ago. Indeed, in many ways the running and maintenance aspects of modern vehicles owe more to computer technology than to mechanical engineering.
As with all computer-related systems, the rate of change is rapid, and is set to advance even faster in the near future. It is becoming essential for independent garages in the aftermarket to keep up if they are to survive and prosper. Yearning for the relative simplicity and ease of problem-solving associated with vehicles of a bygone era is fine, but it is unlikely to help operators, except for, potentially, businesses involved with older or ‘classic’ vehicles. A technician who buries his head in the sand will be of little benefit to a garage looking to help a customer with a modern vehicle.
This means that in order to be able to carry out everyday operations for their customers, the proprietors and staff of independent garage businesses need to be conversant with the operation and potential problems of all the vehicle systems involved. This includes obtaining both the correct information in every case (which can be a minefield) and the requirement for the necessary training, often provided by the diagnostic equipment manufacturers or independent firms giving tutorial assistance. Crucially, independent garage businesses will also need to invest in the requisite diagnostic equipment.
It’s not always easy
The process of dealing and keeping up with modern vehicle diagnostic developments is neither easy nor cheap, but it is essential for garages wanting to stay in business and remain profitable.
To a certain extent, this involves some ‘re- education’ of customers too. It is sometimes difficult to explain to a vehicle owner that it might well cost him or her several hours’ worth of labour charges in order to establish precisely what is ailing their motor. Yet that is the reality of looking after cars produced in the modern era of multiple complex computer-controlled systems. Having said that, a trained technician using a planned and systematic approach, who also benefits from correct information and effective diagnostic tooling, will positively identify malfunctions accurately and as rapidly as possible.
It should also be mentioned that faults often lie not in the electronic systems themselves, but in the connecting cables and connections, and/or peripheral components. So, in diagnosing problems, it is vital that the operator can correctly read the information being provided through the interrogation delivered by the diagnostic equipment being used (no matter how complex this approach may seem at the outset).
To illustrate just how much things have changed in a very short time, a few years ago a diagnostic system was used only occasionally to assist a technician in finding out what was wrong with a particular vehicle. Now, the use of specialist diagnostic equipment is essential in many more operations, even being involved in something as simple as renewing a battery. With today’s high-tech ‘Enhanced Flooded Batteries’ installed in modern vehicles with stop-start systems, the battery needs to be coded to the vehicle, and for such operations an up-to-date diagnostic machine, capable of carrying out such functions, is essential.
There are many up-to-the-minute diagnostic tester machines on the market now, but it needs to be appreciated that no single piece of equipment will give 100% coverage of the vehicle car parc. So most independent operators will need several machines in order to be able to help all their customers. Yes, this involves a hefty financial outlay, but being able to cope with any vehicle that is presented to the garage may help to draw in extra business for the operator, generating a higher level of profit. In addition, recommendations are often made by customers to other motorists in the area.
Realities
A frequently voiced concern from independent operators in the industry is that it can be difficult and costly to obtain the information and manufacturer software updates required when looking after cars produced in recent years. In addition, we often hear that not all information databases are fully up-to-date, which can also result in difficulties. These days, more than ever, subscribing to respected information services, that are up-to-the-minute in the data they provide, is essential for garages to be able to help their customers.
Customers can have the misconception that diagnostic evaluation of a vehicle and its ailments is as simple as plugging in a computer, which then tells the operator what the fault is, and where it lies. Yes, it’s true that the computer can read the code(s) stored by the Electronic Control Unit (ECU), but a code can be triggered for many reasons.
Many diagnostic operators pride themselves on being technicians, and it is worth remembering that there is a vast difference between applying a diagnostic machine to a problem and applying a diagnostic technician to a problem. After all, owning a stethoscope is great, but it doesn’t make you a doctor, does it?
The training, experience level and approach of individual operators can make a huge difference in terms of the time and effort involved in correctly identifying and fixing diagnostic problems, so that the customer is happy that the time and costs involved are justified. A happy customer is much more likely to return to the garage (and make recommendations to his or her friends and family members) than a dissatisfied one.
Training courses are available, and are invaluable, to help technicians and garage proprietors keep abreast of the latest developments in vehicle technology and the specific steps required for diagnostic assessment of the new generation of vehicles.
Conclusions
If you are an independent operator, do your utmost to keep abreast of the new technology, via the vehicle manufacturers (where possible), independent specialists providing technical data, and the makers of the specialist equipment required these days. Also make sure that your employees are familiar with the diagnostic machinery in your workshop, and how best to use it. Step-by-step training courses help, of course.
Having the equipment and the knowledge of how to use it will make a vast difference to how your business prospers, as the technology changes still further during the next few years.
