Dave’s journey of 34 years. Sometimes it’s tough making people happy. Do your best
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- เผยแพร่เมื่อ 21 ก.พ. 2024
- Best equipped shop in Utah 💥
Family run business of 34 years
Full CNC machine shop
We do Diesel, gas and have a special team of Sprinter mechanics
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Twenty-three years ago Dave told me some things about my car that made me feel frustrated by the situation. But he was right about the car. I was wrong. I was probably one of those crappy days for him. But in two decades since then, he has always treated my mother, other family members, and our neighbors right. Keep up the good work, Dave.
Takes a real man/person to admit when they've been wrong. Good stuff, Hope all is well and stays well. I have only been helped by anyone as (maybe) knowledgeable as this guy and only because I was trying to do a good thing and caused a bad situation with my first car. I am so thankful to be further on the journey, because on that day, the first day, I wasn't sure there was going to be another step on it. Big thanks to Jayrod for flushing my trans and saving my '94 s10. I will never put a fluid in any hole without being absolutely sure ever again in my life. lol
I appreciate your humility. That is a quality I admire and strive for daily because I need it. Grateful to have you on this channel and grateful to serve your family over the years. ❤
Well I have a 6.7 ford I called out the dealer about the pump and they acted like it's not a big deal Well it is! Ford is not getting my business again.
what exactly did you expect them to do? XD there are "disaster prevention" or cp3 conversion kits you can go buy as a precaution but the dealer isnt going to replace a pump before it fails@@zachzimmerman7076
@@zachzimmerman7076Ford isn’t the only one using the CP4 pump. GM & Ram/Jeeps have them. It’s a great pump, if you use it in Europe. Bosch warned both GM & Ford about its concern of failure using the US’s Ultra low sulfur diesel. So who’s to blame more, the vehicle manufacturers, Bosch, EPA, or consumers, sine we keep buying?
Dave, you handled that like a pro. You didn't take anything personally and kept it professional. Very impressive!
I think it was personal for Dave. He clearly cares a great deal about his work and his customers. Performing $7K worth of work that could be a total waste doesn’t make you feel good.
Agreed! You Handled very well.
@@ericzingeler7140 It's always personal when you take pride in your work and your knowledge. It's an insult to my character as person and a business owner, because if you know best then don't waste my time nor my employee's time. Why come to me to get your car fix and be pissed off that everyone else butcher your shit. This notion of business is business it's why this whole world is fucked up, because people want to hide behind that it's business, therefor excusing them from being despicable people, as if we aren't real humans interacting with each other, and that my actions affect others.
I would buy the truck for $15,000 and have you fix it right.
That truck owner has ALOT more problems than that truck. Good on you sir for your decency and honesty 👏 🙏 to you and yours
Thanks 👍
Exactly my thoughts as well. The guy is clearly way in over his head in all aspects of his life.
From the heart...cant see where you need improvement...A+ job handling the customer
This was a tough video. I felt your pain when talking to the truck owner. Owning a business isn't for everyone. Thank-you for being brutally honest.
I appreciate that
And I thought I was the only one😢
Thank you Mr.Dave
@@DavesAutoCenterCenterville Great integrity
The sad thing is that knowledge hurts both those w/ and w/o a lack of it. As a previous nuke plant supervisor, and certified auto mechanic, having such knowledge can be as frustrating, as it is here.
22 years in the automotive world and this is a reason I never wanted to be a manager or service advisor sometimes you can’t win with customers
Handled like a pro. He's got other issues and he's trying to bring you into his mad mad world. Great job.
He’s making his problem Dave’s problem
Man, I owned and ran a small business in a different industry for 35 years, and I’m totally getting flashbacks listening to this conversation. So many folks just cannot or will not try and understand why something needs to be done that will cost additional money to make right. Many feel you are just trying to pad the bill. I sold my 12 person shop 3 years ago when I was 61 and retired, and I’ve never been happier, healthier and more relaxed than I am now not having to deal with the modern day general public.
@993mike I originally wanted to run my own shop. Then I saw what kinda crap they go thru on a daily basis. I'll take my job if lead tech over that lol
Dave, i am a certified mechanic and we need you. I respect your believes in this trade. You show the public what we do, that helps fight back the negative perception always associated with mechanics. You are fighting for all of us out there. So thank you from the bottom of my heart. God bless your family.
Well spoken. The perception of mechanics needs to change 👏👏
18:56
Dave handled it best as possible. Some customers are just unreasonable.
This is EXACTLY why I’m not a residential HVAC tech anymore. Like you, I tried and worked my hardest to make the customer happy but sometimes people are not rational or reasonable. I worked at multi million dollar homes where people actually crucified me for locking out or “red tagging” an unsafe furnace where they couldn’t afford a new one. That call was painful for me to watch but I assure you that you did EVERYTHING that you could and with true professionalism. You can’t fix stupid.
I felt this comment!
Ive heard that same last statement so many times as a fellow hvac tech 😂😂
Yes can can fix stupid. Just look at the new Sudden Adult Desth Syndrome since the rollout of the safe and effective....... 😂
You can't fix a broken stupid!!😵
Sorry about the experience.
If the person is living in a multi million dollar home and can't afford to replace the furnace s/he is a pretender.
The person is busy trying to impress others by looking rich.
Dave,as a diesel mechanic for 15 yrs.A Snap On tool dealer for 17 yrs.I have been in hundreds of shops and seen the good and bad shops,but you are hands down the best I have ever seen.Love your channel!
Sure appreciate the kind words. We all need that kindness - God bless
Dave, having worked in new car dealership service departments for over 20 years, I can say that you spoke to your customer respectfully and with style and grace that comes from being in the automotive repair business for 34 years. Thank you for sharing your knowledge and experience with your viewers.
Dave, I was a Customer Service Team leader with a telco.
I told my crew that to be honest with a customer was a priority. If you BS to them, it will come back and bite you in the backside.
Your handling of the call was excellent, I would not change anything.
I bet there are things going on in his life not going well, and "this is the straw that broke the camels back" and has sent him over the top.
As an ASE technician/service advisor/manager/emissions guy of 18 year the MINUTE I heard the "Story" of the customer and saw the maintenance condition of the vehicle I KNEW what kind of person it would be before he got to the telephone...this is what we call the "Customer From Hell"
This is a customer who doesnt listen, doesnt respect anything and just gives demands...Example: he EXPECTED to just get in thet vehicle, drive it hard do ZERO MAINTENANCE..andf i GUARANTEE whenever he took it to a shop he DEMANDED the work that technicians did to it...this is why he JUMPS from shop to shop because they tell him what the vehicle NEEDS, gets $hitty and bosses them around...
The shops that replaced his injectors probably "DID know what they were doing" but he most likely TOLD them he was only replacing one injector at a time!!
The blocked radiator, broken turbo, ECM covered with debris (and god knows what elese) the fact DROVE it with it giving him problems for over 500 miles until it stopped and had to be TOWED to a shop SHOWS he never respected the maintenance of that vehicle...he just go tin it, drove it hard the BITCHED whenever a technician told him what issue needed to be fixed...now he wants to TOW it into a shop and EXPECT it to bedriven out operably while telling them what work HE wants to be done...
and I guarantee is that car did NOT drive out of that shop he would refuse to pay or bitch moan and destroy the reputation of that shop
there is ZERO CHANCE to EVER please a customer like this...what WE would have done would be to cordially decline to work further on his vehicle, refund his deposit, put the vehicle back together and EAT the loss..and have him tow it outta there
Well said
Put it back together and take the loss. Exactly what I thought after watching the video (and I'm not a technician just one who has tinkered with his own cars)
Customers like those are better lost than found
WHY all the CAPS?
Very valid point !!
Exactly it's better to take the loss for the troubleshooting and just get it and him out of the shop for everybody's best.
This video hit home Dave! I’ve been a diesel tech for 10+ years and running my own repair business for 4 years, dealing with upset and disgruntled customers is the toughest part of the whole gig! Thank you for this video, it’s very helpful to younger shop owners like myself.
Glad it was helpful. I agree, that is the hardest part of the business, because we are here to serve. Glad to hear you have your own shop! Cheering you on from Utah👏👏
You hit the nail on the head Dave... Your customer is frustrated because they've had their truck at 2 different shops and both times the customer has had to pay for service that didn't fix the problem and now you're the bad guy left holding the bag... You 100% handled the situation correctly, you gave the customer options they just weren't satisfied with those options.. I've never owned a diesel engine vehicle but I do know that when you do, the cost of maintenance and repair is higher than a typical gasoline engine.... After watching your channel for awhile now it amazes me how some people take care of their equipment... I was always taught to be proactive not reactive... DO THE ROUTINE MAINTENANCE! Your customers in the Salt Lake area are very lucky to have such a professional, knowledgeable shop at their disposal..Experience and knowledge arent cheap.. In the end it is YOUR shop and REPUTATION on the line... You were more than respectful with the customer.
I just wish your shop was in my area..... Great video!
You did your due diligence. Probably more than I would've. Some people have to learn rhe hard way.
Dave you were more than professional with him, the man drove the truck with know problems and he doesn’t understand mechanical issues don’t repair themselves with more use. He’s mad he was taken by two other shops and want’s to take it out on you. I know you want to protect your shop and reputation but with some angry people it’s not possible I would have just told him you can’t half way repair a vehicle and send it out the door under your insurance and legal liabilities. Good job Dave you can’t always help some who won’t help themselves. Tell him to come and get his truck and only charge him for the diagnosis. Great job Dave and team!👍👍👏🏼👏🏼
Yep. Don't make his problems your problems.
People think mechanics are magicians... reality is hard sometimes. You did the right thing Dave.
Excellent job, no better way to handle that situation! Honesty and trying to give the customer best option that wont cost them again later.
World needs more guys like you sir!!
Agreed!
This video is gold! Real live shop experience. Thank you Dave.
Glad you enjoyed it!
As a shop owner I tell my people we have to have 3 "yes's" to do a job on a vehicle. Is it good for the car? Is it good for the customer? Is it good for the shop? I feel you did a wonderful and professional job speaking with the customer. You were calm, you listened, and you were willing to say the bad news. In my opinion, you had 3 no's. In this situation, my shop would not work on the vehicle. Even if we refunded 100% of the money, I would have paid my technician, taken the loss and moved on to the next job. JMHO Great video!!
I wish there was a guy like this in Massachusetts. A TRULY trustworthy technician is invaluable. I’ve never been able to find a shop that will treat my vehicle like it was theirs and it’s plain as day that it’s standard operating procedure when you’re a customer at Dave’s.
Where in MA? My sister is in Westford and is happy with her shop.
Good shops out in western MA
You couldn’t have been more humane and professional. Outstanding ethical standard.
Did a great job Dave. Uncle passed away a few months ago due to a heart attack after a similar situation with a customer. Always keep in mind your family, your techs, and advisors need and want you around.
Did you notice Dave's colour was a darker red in the last segment when he was sitting facing the camera .... very concerning re stress .
@@user-uu1wc6yz5z that’s what made me think of my uncle. Customers/patients like that take a toll on ya.
Just apart of the business when you deal with people who are stubborn and ignorant , ignorant to maintain a diesel and stubborn to admit to solutions
@@user-uu1wc6yz5zand yes a lot of stress , working on cars and knowing the ins and outs it’s already a process in its own , and then comes working with people
Who don’t have that same passion to learn and bring in a shitbox only to deny every service and be rude to the shop guys wasting there time and money …
He is responsible for his work: people neglect their vehicles and then get pissed and wonder why they fail?
There is a reason this man has a successful business. There are just some people that you should not do business with just for the peace of mind alone...many people do not understand engines are not bullet proof.
After being asked by my neighbors to train their dogs I started a business to do just that. I am learning very quickly that dealing with people in business is not easy. It is not the businesses problem that someone has a financial hardship; I can relate because hey after leaving the army and my relationship ending I lived in my vehicle for about 3 months. It wasn't easy, Im still not rich by any means; but I am trying. I don't mind helping someone genuinely in need, such as an elder whose dog is in need of corrective training, living on a budget; or say someone disabled. But it is not my problem if you cannot budget properly, that's a you problem. You did well sir, what can you do...
Vehicles, motors etc... have always let me down. I don't understand why people give so much grief to mechanics and their vehicle is perfect. I was a farmer and we worked on a lot of different equipment. But we always partnered up with our mechanics so that we could all make money getting things fixed. Keep up the good work Dave!
I totally identify with this video Dave. I am an aircraft inspector for one of the major airlines here in the good old USA and trust me, when I make the phone call that they need to replace a 6 million dollar engine I get the same kind of response. Which is scary when you think about it, but yet very understandable when the engine still runs just not quite good enough.
But Dave, thank you for being so open and honest on here. As heart wrenching as this was to watch, It’s also refreshing to see you keeping it so raw and honest. God bless you as you continue to show the world how a REAL man runs a business.
urbancornbread5500 You made me snicker when you stated 6 million to replace an engine. I had NO idea of the cost. The bean counters know the repercussions of a failed aircraft engine, but they put that fact onto your shoulders like it's your fault.
Wow! I've never had to sell a $6 million engine! Glad to have aircraft inspectors and mechanics on our channel👏👏👍
Safety in the nuclear industry is just as expensive and vital.
Customer states, "just add two quarts of JB Weld 'turbine blade in a bottle' to the fuel tank, and my pilot will test fly the jet until the temperatures stabilize. The new engine will be part of the 4th QTR 2025 budget"
@@chetmyers7041 Be sure to let us know how it worked out......LoL.
Appreciate you sharing the real world of being in business…not just the social media glam.
We do appreciate this comment. We decided when we got into this social media thing, we were going to be completely real. Grateful that you appreciate it.
I ran a world wide corporation Service op for "vehicles" On rare occasions my talented Customer Service people would come to me for the same type of "customer". Sometimes I would have to make the same type of phone call with them...Know the feelings well you were experiencing. .BUT... Dave you were patient, professional, compassionate and the tough news was delivered with compassion and common sense....nobody could have done better! Gold Star for ya!! I plan to be in Utah sometime this year..I am making a look see visit as one of my Bucket List goals!
It helps if you get the education to handle people like that . After I went through the classes, I worked front House at the Flamingo Hilton in Vegas. ( Valet )I had a customer come out yelling and screaming. We had a line of 20 or so people waiting . But I took his ticket and told him I was getting his car personally. I did and got him off the property. The people in line clapped when he was leaving. Even though he jumped the line. Sometimes you have to treat them like the little kids they are.
I'm not a service writer or a shop owner. I'm a technician, and I love my job. At our shop, we all communicate with each other and try to find the best repair path for our customers. Your shop really reminds me of my workplace. I can't see any flaws with the way you communicated with that customer. It's better he knows that things might not work out the way he wants due to the other needed repairs and diagnostics and give him options to make it right. You can't make everyone happy at the end of the day. You and your shop did a good job handling this!
Sir, your "bedside manner" goes beyond graceful and caring
I've been a Ford tech for almost 40 years. You handled that well. Much better than I would have. Gotta say , that is a job I would have rejected!
Professionalism and honesty is what heard. Y'all are an amazing operation!!
I’m 30 years old I’ve just started my own business a year ago I’ve been wrenching since I was a kid I’ve never had no guidance from no one anything I didn’t know I have taught myself off google TH-cam all data and so on I’m so glad I’ve came by you’re video’s I’ve been watching none stop and building my business like you run you’re business I just want to thank you for taking the time to teach us cause a lot of us have no one to turn to you’re giving me the skills to deal with customers and way more helping me build my confidence and so on thank you Dave… and you did a perfect job with the customer you couldn’t have done it any better…
identifix if you have not got it.
I did about a year ago appreciate it
You handled that like a true professional. Ive always told my "surgeons" working on my truck to give it to me straight and then let's go over options TOGETHER, as a team, to get it fixed. He wasn't even willing to hear out your options for him. Some people are just that hard headed.
Sounds like you run an excellent hospital! Good to hear👏👏
I’m a shop owner and I’ve been in business for two years now. I’ve got one of those customers right now. This video is going to really help me deal with these types of customers from now on. Thank you.
Great to hear!
I admire the professional way you approached this customer. You didn’t lose your temper, and that’s admirable. Keep up the good work
I sure wish your shop was near me. It's so hard finding someone who is honest and does the repairs correctly. Great video Sir.
Thanks 👍
Dave i have been a Qualified Technician for 30 Years. You are a Decent Honest Person. Nothing wrong with the Way You handled that Customer on the Phone. If the Owner knows better,let Him fix His Own Truck. It is not worth it Gambling with You're Good Reputation. Keep up with The Great Work. Your follower from South Africa.
This channel is the best automotive shop show on TH-cam I don't know how dave can be so calm
Thank you Dave and ALL you employees for having High standards and morals.
Dave I'm NOW A SUBSCRIBER - you handled this customer like a true pro and gentleman. Much of how you handled this person applies to any personal interactions… especially when running a business. Unfortunately, the world is full of these people… it's how you manage them
Lots of respect for the honesty you gave to the customer. You tried to tell him what he NEEDED to hear. That’s integrity and leadership. From one Dave to another! 👍🏻
Wow! Dave, you gave the owner the best advice...take the truck back and when you have the money's get it fixed correctly...that customer is not looking out for his self interest .
You did nothing wrong. You were honest and kept a cool head. I respect your actions because I have personally experienced it and no matter how hard you try to make the customer understand it's always your fault. You have a great shop and did the right thing.
I appreciate that
Love this channel- nice work guys
Need more honest shops like you guys
Professional customer service tutorial. Integrity of your work is what has built your reputation. Unfortunately this customer didn't realize the quality of shop he has/had the opportunity to work with.
You handled that interaction with class!
Dave you have integrity and aren't trying to invent problems to try and milk more money from the customer. You have tried to calmly explain that fixing just the fuel system may not fix the car's problem and still not run properly, therefore a waste of your time and the customers money. When that Turbo lets go it will destroy the whole engine and he will blame you and bad mouth you all over town and on social media. You tried to educate the gentleman about the futility of only doing a fuel system repair, but he was fixated on his budget and was hoping and dreaming he would get out of it cheaply. You stayed calm and courteous and professional with the gentleman , that was very well done. I would have told the customer that he needs to come and pick up his motor vehicle after you put it back together, because you cannot in good conscience only fix a fuel system when you know it has other major mechanical issues. Many people own cars and have a drivers licence, but cannot maintain and repair their cars. Your job as a professional is not only to fix their vehicles but to educate them. Unfortunately in this case it was falling on deaf ears. I feel sorry for him that he cannot afford to own and maintain and repair that vehicle and his previous mechanics were not as skilled and honest as you. Just walk away from this repair job because if you do just the fuel system as demanded, he will blame you for incompetence when it breaks down again. All the best from Australia, you have a great work ethic and honesty and integrity 👍👍👍
I felt like he wanted to have it break right after he paid the bill to release it, to make a fuss that profited him afterwards.
thank you so much for sharing this video dave! its great to understand every perspective of the process even the painful parts. every video i watch of yours i learn a ton about the industry.
This is one of the better videos I've seen. I love the transparency and sincere effort to help someone who didn't want to be helped. Keep up the great content!
I've worked in my profession for almost 38 years now. And very few people that comes through our doors are happy to be there. And over time ive developed my approach as not to make them happy but mainly make sure they leave my office more informed about what and why we do what we do. They still may not be happy when they leave, but they know we aren't just haphazardly throwing numbers around and pulling stuff out our ass. I dont see any place in this interaction where you could have handled any part better. Just thank the good Lord you get to help people every day with your knowledge. And thank the Lord you not a tax assessor, lol.
Call him back. Explain to him if you cannot correctly fix his truck then you don’t want the shop’s reputation associated to his truck. Tell him to pick it up. Despite customer’s instructions and your advise, if his truck engine does not work, he’ll sue you in court and castigate your good name to all who will listen.
He still want good relationship with the guy.
Hard to sue a business in court after you sign a release paper stating it was not repaired to the recommendation and only done what you say it needs
You can sue anyone for anything no matter what they sign. Thats the point of a lawsuit
Says the guy with no business
@Jeff-sp7bg the truck owner could sue all he wants but Dave covered his a$$ and would win this case. Mechanics lien are real and rarely work in the customers favor.
Dave, thanks for adding this video. I am not a mechanic but it’s great to see the other side of your job. This complete view of an engine builder shows not only the full spectrum of the job but also how we can benefit from handling our challenging jobs with honesty, truth and patience.
Your knowledge and wisdom on troubleshooting is unmatched makes me watch your content, helps me learn more everyday to be a greater technician
Im no mechanic and have little to no knowledge of how to work on engines. But I do work with people and, like all of us, have been on the customer end of this scenario. Regardless of my financial situation or frustrations with a vehicle, this is how I would like to be spoken to and informed of the repairs needed. I can only imagine that for most shops many customers think you are out to get them and charge insane amounts of money for unnecessary repairs. It’s a tough spot to be in. As a customer I think you handled the situation being as polite, respectful and as well spoken as anyone would hope for. Well done! Must respect to the work you do!
Dave, you’re an amazing leader with so much compassion. The fact that you’re still open to feedback on what you could have done better in this video speaks words of your wisdom and humility. I hope to be at least half the guy you are one day.
Dave you've done well. I appreciate you sharing your heart. You're an inspiration.
I would not lose any sleep over this discussion you had with this gentleman about repairing his truck he is being bullheaded and he does not want to listen or even look to see exactly what it is you're telling him that needs to be done you seem to be a very honest mechanic shop owner and I have watched many of your videos love and I believe that's due to your honesty of what you're showing to the public thank you and carry on but don't lose any sleep
The downside is when you’re honest and just want what’s best for someone. These convos are brutal and will eat at you for days.
I don’t miss owning a business
I have been in the service business most of my life. I appreciate the pain your feeling
You're spot on! Totally a pro, an honest man, and wish you were here in Austin TX to work on my vehicle! God bless Dave!
Wow, absolutely riveting stuff. I mentioned leadership in an earlier comment Dave and here again you displayed what I think is first class leadership. You listen to and protect your troops and lead by example by taking the tough jobs. Well done fella…….. respect.
You seem to be an honest man that runs an honest shop. Unfortunately you are the only one. I know auto repair, I am just handicapped and can't do it know more. If I brought my car to 10 shops, 9 would try and get over on me in some way. So when you do finally stumble across the right mechanic your guard is up. I have been watching you for a while now. You are a good man. I wish I lived closer so I could use you. God bless.
The owner was definitely putting Dave in the same basket as them all.
9 out of 10 shops are trying to rip you off? Dude get over yourself, I've been working as a mechanic for 2 decades and 98% of my coworkers have been honest (very)hardworking people and we're all vastly underpaid. I'll bet you thought you knew what the problem was without being the one actually diagnosing/working on it, every single day I have customers try to tell me how to do my job when they haven't got a clue what they're talking about.
You did what was right. Straight forward and honest. Calm demeanor with the customers best interests in mind. Good job under pressure with all of us watching.
Dave, I learned so much for you. Overall, the videos and to day. It had nothing to do with repair in the car. It was how to handle people in the hardest situation when they're unhappy to begin with.You are a true artist.Thank you for everything you do
Best video about the car repair business I've ever seen. Ive been a technician for over 20 years and can never put this kind of situation into the right words. You just have to be there.
Yep, sounds like you know very well some of the pain we experience in this industry.
Your hardest but best video ever Dave, God bless you ! You and your team.
I cannot tell anyone how much I love Dave and his team, and how much knowledge he shares with everyone. As a prior ASE tech for Ford, I cannot thank you enough for several tips and tricks I learned from you, and the amount of people you have helped Dave. You’re a blessing in disguise brother! ❤
I stumbled on to this channel by accident been glued ever since. I myself ended up following my father footsteps without even trying now I am a diesel tech simple oil changes simple stuff but Mr Dave gets deep into it so much knowledge to pass down I would have loved to worked for someone like him. We need a shop like his down in Oklahoma. I watch all his videos to learn
Dave you are a great guy. Smart, professional, patient with people. You handled that the best i think anyone could.
As a Lead Service Advisor/Shop Foreman at a large commercial truck repair facility, you did absolutely nothing wrong. I have these type of conversations daily with people and trucking companies. I don't like calling my customers ignorant, but a lot are no matter what you say and or do for them. It's not your fault the other shops didn't catch anything else, and it's not your fault that the truck broke down to begin with. I'm a new viewer and will continue to be from here on out. Keep up the great work, Dave!
Dave . Absolutely fantastic attitude towards your customers, including this one. He was very short-sighted, imo. You gave him the best options given the information you had and his budget. I'm in the UK and it's a pleasure watching you go about your business. 👍
I think you handled it first class sir! Keep doing your business great how your running it! Keep the videos coming!!!
Dave, I've been in business for 35 years as well (custom home building). Bravo to you for your handling of this customer! I am now a subscriber and look forward to more of your content. Especially, situations like this one. When he mentioned "attorney" that would have been the end of the phone call for me. He has exerted no efforts to keep the truck maintained and now he's mad because it's falling apart. Hopefully, he picks it up and you never see him again.
I'm the service manager at champion Chevrolet in reno nv, i feel your pain dave, but i have to say that listening to that phone call , i would have been the one hanging up!! You did awesome 👌
Dave I applaud your professionalism and appreciate the content. I got a bad feeling he's been burned by other shops. Thank you for not taking it personal.
Dave your a man of integrity if only everyone was as honest and fair as you. Keep up the good work!
You did great and very respectful with the customer.
That might not be one of your best videos on your part but for the viewers it shows how professionalism... integrity...etc plays out by doing the right thing.
Dave you were honest and that's what matters. This poor guy has been taken advantage of by other shops. He has spent a ton of money at other shops and is at his whit's end on what to do. I commend you on your professionalism.
Dave you handled this the best any shop owner could have. Unfortunately if the customer refuses to perform scheduled maintenance and make sure his primary tool is cleaned every day, he put HIMSELF at this juncture. He may be using it for business as well. However he must respect his equipment and if not, be prepared to handle it like a man of honor. Unfortunately, his emotions got the best of him. May God bless you and your team and have blessings wash over you, your family and your team🙏🏼
Dave you did the best you could for the customer. I understand what you're telling him and myself I would go your route. I like the way you handled it. Thanks for the video 👍
You are definitely a pro! I would want your business and its professional technicians working on my truck any time. If that was my truck I would have asked you to pause on the fuel system repair and instead diagnose the engine further. Then, knowing the big picture make an informed decision. Possibly parking the truck until financially able to do the whole job right. That customer was totally off his rocker. You did a fantastic job of not losing your cool. Great job!
I've been in the auto repair business 24 years and this is how it's gotta be handled. Straight facts, options and cost. Some people get upset, others will work with you. Great job handling this Dave. You've earned a subscriber.
Dave is a real professional! Hats off to this man.
I'm a builder with running a family business. There's always a customer who think that they known more than you. Even with the evidence in their face.
The best is to be truthful and protect your integrity.
For me integrity is doing the right thing even when no one's looking.
Lots of love from the UK
God bless you Dave.
Best videos on you tube I am learning a lot from you and my boys thank you for sharing your videos
I appreciate that
I think you were very fair Dave, more than fair! That guy was being unreasonable. I would have told him to pick up his truck, you can’t fix it for him. If he was willing to listen to you, I’m sure you could have worked out a repair for him that he could afford. Why would you put 10 or 12 grand into and it still won’t run. A compression test is cheaper than a fuel system.
I would love to have a shop here in Windsor Ontario, Canada that I could trust. Someone that is upfront and honest about what I should do.
Love your video’s and your shop. I’m learning lots about diesel motors from a guy that knows, and it free!
Thanks Dave! Sorry that guy was unreasonable. You did your best.
You can't win with a customer like that. I already know this customer will not want to pay for the labor teardown and inspection Dave will have to charge before giving the vehicle back to him.
How much does a compression test even cost now? At a certain point I know you feel like you are getting nickeled and dimed to death, but even if it was a grand or something it would be worth it here to know if your truck was dead before you started. Maybe the guy was trying to sucker the owner Dave and knew it was already dead and looking for a reason to sue, who knows!
I'm a business owner an you said it best. I try my best to do my best and people still hand up on you. I do all my own work an I don't trust shops but you was truly was trying to help him.
I do appreciate what you said and how you handled it. I am just starting a shop. The 1st of August and I've been in the automotive industry for about almost 10. Yes, that is the hardest conversation I've ever had with. Somebody was over a fuel pump. Issue already sold vehicle and the entire engine you're native. Thank you for showing what it's really like. I think I will recommend this video to customers that do not want to hear what I have to say you were more eloquent.
Dave,
As a retired shop owner this customer appears to have his mind closed. My experience with people like this is he may be looking for a lawsuit, or damage your reputation could suffer. The latter you work a lifetime to build.
I have learn sometimes it is better to cut your loses.
I have been in this situation myself, and I learned when people want discuss the problem in a civil manner, that they want the vehicle fixed at someone else expense.
Good luck. I enjoy your videos.
R.G. Young, Jr.
The problem is there are too many shady mechanics and very little honest mechanics so every customer thinks they're getting ripped off
I believe most of the issue is people ignorance towards vehicles. Most people just don't believe anything you gotta say, especially when it comes to anything regarding money.
Yeah like Metallica - Sad but true lol
@@chuggyhuggy8783no, the reason there’s no trust is that more than half of all mechanics out there in my experience are in the business of ripping customers off.
@@rldesroch didn't say that didn't happen, I just mean like 8/10 people don't know shit about cars
@@chuggyhuggy8783 I agree but there's still no reason to trust a mechanic in this day and age unfortunately
Very well handled. You’re in a tough spot and “internally disruptive” is a great way of articulating that feeling. Service advisory, management, and some wrench turning for about 8-10 yrs throughout my life and I think you did a good move. Have him pay the rest, sign a release that notates that we did not diagnose the issue we are repairing and will not guarantee a full repair, only a replacement of the customer specified parts. This is really the most probable way for him to develop trust in mechanics or become a “good review.”
If you had told him to pick it up, I also get it. My favorite analogy for service advising was the 3-legged stool. The repair has to be good for the car (improves or maintains its performance and safety), good for the customer (are they getting a good ROI at a good value), and good for the shop (does it allow us to stay profitable, safe, etc). That being said, a solid argument could be made that this repair does none of those things. Or at least that all 3 legs are a little weak to want to put $10k worth of weight on it.
Either way, having been taken to court once for a much smaller issue. If he brought his vehicle to you and authorizes repairs, he owes you for those and doesn’t have a way to sue really. Even if the car is a dumpster fire, he owes you for what you did as a principle of “enrichment” and that does not get negated no matter how disappointed he feels.
This was impactful to watch thank you Dave and the crew down there for bringing me along very powerful stuff.
🔴I think you did a great job, I don’t think I could’ve done as good as you did. You did the right thing. Keep up the good work.⭐️⭐️⭐️⭐️⭐️
Thank you so much!!
Dave, in my experience, that customer is going to be a problem. Just go ahead and bite bullet. Give him his deposit back, push the truck out of the bay, and tell him to come get it. The turbo is what convinced me that this was a lost cause. The truck had to be running badly with a turbo that bad. Even with the turbo problem, the customer drove it into the ground. It matters not how his finances are. The truck has more problems than the HPFP.
Handled like a pro Dave much respect for you for always keeping your customers best interest at heart well done 👍🏽
Dave, I think you handled this better than I could have. It’s nice to see there are honest people willing to do a quality job. Keep up the good work, I wish your shop was closer to me. You would definitely have my business. Having to deal with things like this is one of the reasons why I do not have a job dealing with the public anymore. I used to own and operate a hardware store/lumber yard for over 30 years and I finally gave up during Covid because things like this got worse than usual. I moved from Virginia to farm with my cousin now in North Dakota.
Zero value to either party catering to this train wreck. Your shop is doing well. Eat the time spent, throw it back together and kick it out the door. Perils of working on this complicated junk, spending hours just to figure out the whole thing is scrap.
Come get your truck we’re done. I’m gonna bill you for what I’ve done and that’s it. I don’t do half ass work.
Out of curiosity I looked you guys up on yelp and man there’s a lot of people on there that just put you guys through the ringer. After watching this video I now know that every single one of your 1 star yelp reviews come from what sounds like customers like this. I read what they had to say and every single review said that you called to inform them that the damage is worse than they anticipated. No one likes bad news….especially expensive bad news. But the way you handled this customer is spot on. You informed him the best way possible for the worst possible situation. Unrelenting customer and all. My hats off to you…I’ve commented a few other times and I really mean it when I say that we need a shop like yours out here in California! Best regards!
Dave , I just watched this tense phone call . I thought you handled the situation VERY WELL - EXCELLENT . The bloke sadly , obviously does not service or look after his truck . So this breakdown has occurred & it has to be fixed properly. My father , bless him , taught me to grease & change the oil on our Internationl Tractor , our WILLYS 4X4 & we worked together .
I have worked as a Stockman & worked as a Cowboy / Ranch Hand in ALBERTA Canada . I have worked on cars , big trucks , tractors , Headers ( Combines ) , Biggs & Stratton engines , lots .Machines have to be serviced & looked after . I have a 1968 HOLDEN KINGSWOOD Sedan , I have changed the oil & serviced it myself since I returned from Canada - 1980 , My Mighty HOLDEN is a 1968 model , still running because I look after it .
The poor gentleman you spoke to DAVE does not understand that .
Most people have finance issues , I do , I hurt my back badly .
If I lived in Utah or nearby I would get my new machine serviced by you & your great Team DAVE . Take Care 😊 ROBBIE - from AUSTRALIA .
Dave do not fix that truck because like you said it's not even going to start after you do the fuel system and then you going to have a war on your hands so I would back it outside. Call the customer. Tell him truck's ready. Come pick it up