@@RichB0330 come on now. It's North America, not North Korea. No one is stupid at all. He can pay for what he wants if they are willing to do it. Enjoy your freedom.
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.
@@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?
So very true. Cheap people buy these expensive vehicles cheap for whatever reason and then complain when the repairs are expensive. HE doesn't realize all of the expenses that go into running a reputable shop. Would that gentleman work for free? Probably not......
@PeterHernandez-lg2eh sir, I hope that you're enjoying a well-earned retirement, I'm a retired Firefighter, and my son is a Journeyman Lineman. And it's to the point that Ford should be on the hook for the replacement cost to to make this fuel system ot the ticking time bomb that it is.
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.
@@eezing140 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.
dave did a whole lot better than i would have done. man, i just learned SO much watching this video. this is a perfect example of how to let a customer blow their steam and still be able to keep your cool. that is A1 customer service right there.. i hope that man knows that..
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.
Dave, you are 100% honest with this customer. I don't think he understands what you're talking about. I would not do the fuel system, and I would have him come and pick it up. This customer is going to be a long, time headache to you, and I would just give it back.
I think that is accurate. Been a lifelong wrench turner, but had a short stint as a service writer. The number of people that simultaneously do not understand how their vehicles operate, but want to hardline what parts get repairs is kinda mind boggling.
I worked for a big multi location shop for several years, unfortunately they eventually let me go because i just wanted to be honest with people, like Dave. The culture of the shop was to rob people quickly. I've since left the trade becuae of this. This channel helps me remember the good times. Thanks Dave
O have written Dave and no reply but waiting,if your interested in watching a vid and sound of my problem with an 85 vette 350 with 124 th k. Has a click sound in the front end of the moter,not a tap it click or engine knock any help appreciated maybe I can send a few nucks if your right, mostly croaks here, its a shame
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,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!
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.
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.
I was a home builder for 25+ years. I understand your frustration. If all business owners in my area were as kind and understanding as you,the world would be a better place.
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.
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!!
A seized turbo suggests a massive overheat that cooked the bearings. The CP4 could've failed from bad design, but if it did overheat, that could've been the cause of failure. Other shops replacing injectors could've introduced contaminants into the fuel system, which could've also, at least, been a contributing factor. And those injectors could've been bad, and were replaced in good faith, but the engine running badly should've been noticed and the customer informed, and probably was. If you all fix the fuel system and send it on, you'll likely get blamed for it not running right. He's probably tried that before. My advice is to button it all back up, charge him for the hours logged, and, politely, tell him to pound sand. And before the door knocks him on his ass on the way out, give him a detailed list of the truck's issues, have him sign it, get it notarized, and document that he had it in his hand when he left with his truck. That truck is mechanically totaled. The customer is probably fully aware of that and he's frustrated that he can't get his insurance to cover it.
Bingo. The customer has issues, Just the fact that he doesn't want a seized turbo repaired is insanity. He is itching for a lawsuit to put on the shop.
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!
Heck yeah, I’m not a diesel guy but I know exactly what you are talking about, That guy is cutting his own throat for not doing proper diagnostic I can only dream of having a shop nearby like yours that actually tells the truth and knows what they are doing, and this man is downright taking that for granted.
Dave, I had the opportunity to tell people about things they didn’t want to hear about in a different profession. I always dreaded it! You handled that like a professional and did a great job. I hope that customer gets the help he needs. Keep up the great work!
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
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
Been down that road, I've taken the loss for what work I have done by returning deposits and pushing the vehicle outside and telling the customer to pick it up.
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.
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"
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...
Just recently started watching your videos as a motorcycle industry guy. The single BEST thing you did was not match his emotion or frustration that he was NOT listening to you. Absolutely spot on, your business will continue to thrive without question.
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.
@@BobsYoureuncleand 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.
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!👍👍👏🏼👏🏼
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!!
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.
You handled this like a pro. This is when you put it back together and leave it how it was when you got it. Hand him the keys and say you're not interested in the job. You eat the labour cost and have him out the door without paying a cent. Eating the labor cost now is worth the future nightmare of a customer.
I have done this many times,,, quite a few on youtube!! And at the end of the day,,, we need to learn to spot these customers. If you spot them early enough then you really could give them money to leave and be better off!!! lol
I am a mobile service truck repair and some customers, I just walk away from the job and never look back. My peace of mind and mental health is more than any $$ you're going to give me.
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.
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.
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 RUclips 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…
Hi Dave, watching from Australia 🇭🇲 and all I can say is I wish there were more shop owners like you, honest and upfront, but MORE IMPORTANTLY, willing to help and give the customer options, and a way to help them get their vehicle fixed correctly, and that guy was just plain obstinate in his attitude, and not willing to even listen, so in my mind you have done the right thing, absolutely no doubt about it, and I love the channel to, its great. I wish I could get you guys to work on my vehicles, very good customer service is all I can say, and cheers from Australia 🇭🇲🇺🇸👍
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 .
I’ve worked in healthcare for 40 plus years, 25 as a Manager. You conducted yourself in a very admirable and professional manner. There are always those who you can’t satisfy, no matter what you offer. You’re integrity and defense of your team is all you’ve got. Great job!
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.
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.
I give you credit for being so nice. Even as a lowly hobbyest/weekend mechanic on TV I tell people we either fix it correctly or I respectfully decline to do any work on it. The second someone gets argumentative its back in their hands...free of charge...but I'm not arguing with someone over an inanimate object!
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.
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.
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! 👍🏻
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.
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
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 and your crew are totally honest you always know how to do a professional job I love how you tried explaining the problems with this truck and I would totally trust your opinion..I understand you how frustrating you might get you handled the situation professional and he seemed to take things out on you and your crew ,,now he needs to understand more problems will not be because of your shop...I'm like you stop all work on the truck he can come get it...fixing the fuel system still not going to cure the problem .. protect you business 🙏🏼 love your video's
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'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.
Thank you for you integrity, honesty and sharing your Christian faith. You handled that professionally. I'm a scale technician and even though I don't handle the prices I've been screamed at lied about and other things. It's really nice for people to see the other side of service. I continue to try to be a blessing to my company, coworkers and customers and try to be as professional as possible, even though have few bad interactions the majority are very good.
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'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 👌
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!
Customers and repairs like this are always a bigger liability than they’re worth. It won’t matter what you do for this fella, he’s in a deeply unhappy place in his life and will project blame and misery on others. The part at the end where Dave discusses “protecting your shop and your reputation” is bang-on accurate. Reputation is literally priceless in a service or trade profession. The only customers I’ve usually lost over the last 11 years were the ones who refused to take my repair advice, and then my predictions came true (at their expense). Those who listened and respected my wisdom drove away in cars that will outlive most of us. 🍻 🔧
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!
You are the most honest and professional shop owner I have ever seen. You know that fixing the fuel system will not help him. He might have a burned piston, he said he had been driving the truck. He will not let you do a compression check or come and look at the problems you have found. Throwing his money at a fuel system will not help him. Have him come and pick up his truck. No matter how much you want to help someone sometimes you just can't.
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, 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.
Hey Internet ‘Listen up’ this is what real looks like! This is what people need to see. Not these algorithm focused ‘disaster’ farces on other channels. Bench mark content really excellent - well done!
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. 👍
You did a good job, Dave. I’ve been a business owner for 45 years and I’ve had those conversations as well and a totally different field, but there’s some commonalities across all business and when you’re dealing with customers, you do the best you can be honest and let the chips fall where they fall. Good job really enjoy watching your videos, it’s nice to see an honest guy and a quality shop
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
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.
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.
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!
18:56 10 grand is not cheap and it seems like you’re really concerned that it won’t drive out of the shop which would leave you feeling really bad even though you’ve done all the informing. So it seems like the one vital thing to do and you’ll have to just do as a courtesy, is to do a compression test and then clearly with a holed piston you’d tell him that he’ll just have to come get it because there’s no point doing the fuel system and you’ll be able to show him a picture of the holed piston and, he’ll be a believer. No holed piston and it seems like you’re pretty confident, even though it might not run well and certainly not have that turbo functioning, but it’ll run out the door and seems like that’s all the guy’s really wanting and you’d feel good enough with it too with all the information that you gave him and clearly represented everything properly, respectfully-great job.
I once replaced a cabin air filter on 2002 beetle. The customer had a nice dash mat with like 20 little bobbly heads velcroed to it. I carefully removed all of the bobbly heads and the dash mat, replaced the filter, and meticulously put the dash mat and all of the bobbly heads in their place. Later in the afternoon i get the car back with the customer saying i didnt replace the filter because everything was still in the same place on the dash. I took everything off a 2nd time and showed the brand new filter to the customer....who the then told me it wasnt new because it its full of dark black dust...and he also found 2 leafs in the plunum chamber that i missed with the vacuum cleaner. Then i showed him the date code on the filter and asked how a filter made a few months ago could still be in the car that is 4 years old...and then explained the cabin filters are impregnated with charcoal to aid with odor removal. That was the day i decided to change careers.
Sometimes the best service you can give someone is to tell them to just come get the vehicle. He obviously didn’t want to listen to reason, and wouldn’t even hear the options. I think you guys handled this the best way possible.
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.
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!
Dave I wish there were more pros like yourself out here, I wish I can hug ya man. I love ur philosophy on how you explain things to your customers. I’ll pray for you, family and your team. Keep grindin sir!
I think what makes Dave different is the fact he can see the guy is having a hard time. We've all gone through shitty periods in life where life craps on you. The guy probably wasn't a bad person and Dave showing empathy just goes to show he actually respects people.
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.
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.
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.
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!
![BLACK BAG - Official Trailer [HD] - Only in Theaters March 14](http://i.ytimg.com/vi/Du0Xp8WX_7I/mqdefault.jpg)
Dave did an awesome job on the phone. That poor fellas personal issues are so daunting he can't think straight.
Yes, we've all felt that way at some point 👍
@@DavesAutoCenterCenterville Some times you just can't fix stupid.
@@RichB0330 come on now. It's North America, not North Korea. No one is stupid at all. He can pay for what he wants if they are willing to do it. Enjoy your freedom.
@@ITIRICIwhat a Merica type of response
what does this even mean? @@ralami6183
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.
@@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?
It's never a walk in the park when dealing with these types of customers
The customer had no ability to listen. I think your advice was spot on.
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.
@@DavesAutoCenterCenterville Im praying for this man it sounds like he has some cronic pain either physical or mental but i hope the best for him.
that dude is not your customer. You earned the right to deal with better customers. Keep on keeping on.
So very true. Cheap people buy these expensive vehicles cheap for whatever reason and then complain when the repairs are expensive. HE doesn't realize all of the expenses that go into running a reputable shop. Would that gentleman work for free? Probably not......
I bet he was doing burnouts to impress people. The condition of the truck is not because of a normal use
Future non customer no mas no go
I lost all trust in stealerships . Hanging on to some trust with some independent repair shops. Retired lineman diyer 71 years old
@PeterHernandez-lg2eh sir, I hope that you're enjoying a well-earned retirement, I'm a retired Firefighter, and my son is a Journeyman Lineman. And it's to the point that Ford should be on the hook for the replacement cost to to make this fuel system ot the ticking time bomb that it is.
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.
@@eezing140 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.
Sir, can you tell me where his shop is located? Thank you
dave did a whole lot better than i would have done. man, i just learned SO much watching this video. this is a perfect example of how to let a customer blow their steam and still be able to keep your cool. that is A1 customer service right there.. i hope that man knows that..
Glad you enjoyed it!
Tell that guy to come get his truck. You were more than diplomatic. The guy is mad at his truck because he didn't maintain it.
You were honest with him and thorough in your diagnosis. That is all you can do. The rest is up to him.
There should be more people like you, thank you for showing those videos that teach you a lot.
I appreciate that!
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
Dave, you are 100% honest with this customer. I don't think he understands what you're talking about. I would not do the fuel system, and I would have him come and pick it up.
This customer is going to be a long, time headache to you, and I would just give it back.
I think that is accurate. Been a lifelong wrench turner, but had a short stint as a service writer. The number of people that simultaneously do not understand how their vehicles operate, but want to hardline what parts get repairs is kinda mind boggling.
Totally agree. Car Wizard, in this situation, would just tell the customer to come pick up the vehicle, it's parked outside.
Sometimes firing the customer is for the best.
He's going be a headache
I think it's wise to offer to do what he wants with full payment up front in case it's still a worthless paperweight at the end. Wise business owner.
I worked for a big multi location shop for several years, unfortunately they eventually let me go because i just wanted to be honest with people, like Dave. The culture of the shop was to rob people quickly. I've since left the trade becuae of this. This channel helps me remember the good times.
Thanks Dave
This resonates with me. I quit my trade of 25 years for the same reason. All I did was tell the truth as well. Their loss!
Good on you brother
O have written Dave and no reply but waiting,if your interested in watching a vid and sound of my problem with an 85 vette 350 with 124 th k. Has a click sound in the front end of the moter,not a tap it click or engine knock any help appreciated maybe I can send a few nucks if your right, mostly croaks here, its a shame
This here is the problem there are a lot of shops like this and no one trusts any of them because of it.
@@tonychiarella4884loose timing chain
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,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
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.
I was a home builder for 25+ years. I understand your frustration. If all business owners in my area were as kind and understanding as you,the world would be a better place.
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
@@DavesAutoCenterCenterville Yes but the the rip off shops need to stop what they are doing as well.
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!
A seized turbo suggests a massive overheat that cooked the bearings. The CP4 could've failed from bad design, but if it did overheat, that could've been the cause of failure. Other shops replacing injectors could've introduced contaminants into the fuel system, which could've also, at least, been a contributing factor. And those injectors could've been bad, and were replaced in good faith, but the engine running badly should've been noticed and the customer informed, and probably was. If you all fix the fuel system and send it on, you'll likely get blamed for it not running right. He's probably tried that before. My advice is to button it all back up, charge him for the hours logged, and, politely, tell him to pound sand. And before the door knocks him on his ass on the way out, give him a detailed list of the truck's issues, have him sign it, get it notarized, and document that he had it in his hand when he left with his truck. That truck is mechanically totaled. The customer is probably fully aware of that and he's frustrated that he can't get his insurance to cover it.
Bingo. The customer has issues, Just the fact that he doesn't want a seized turbo repaired is insanity. He is itching for a lawsuit to put on the shop.
@@captainsouth4460 exactly!
Yes, he already mentioned starting a lawsuit in the phone call, this "customer" is looking to share his pain with Dave, don't do the repair.
Maybe the Audubon sanctuary in his radiator had something to do with the overheat
The radiator being jammed could have been the last straw for the overheating…
Honestly this was very professional and straight to the point
This video is gold! Real live shop experience. Thank you Dave.
Glad you enjoyed it!
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.
Heck yeah, I’m not a diesel guy but I know exactly what you are talking about,
That guy is cutting his own throat for not doing proper diagnostic
I can only dream of having a shop nearby like yours that actually tells the truth and knows what they are doing, and this man is downright taking that for granted.
Absolutely 💯% 🇺🇸👍
Dave, I had the opportunity to tell people about things they didn’t want to hear about in a different profession. I always dreaded it! You handled that like a professional and did a great job. I hope that customer gets the help he needs. Keep up the great work!
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.
You couldn’t have been more humane and professional. Outstanding ethical standard.
Been down that road, I've taken the loss for what work I have done by returning deposits and pushing the vehicle outside and telling the customer to pick it up.
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 👍
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.
The second he got smart ass...that would be it...Dave your a unreal Man...very honest.
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...
Just recently started watching your videos as a motorcycle industry guy. The single BEST thing you did was not match his emotion or frustration that he was NOT listening to you. Absolutely spot on, your business will continue to thrive without question.
People think mechanics are magicians... reality is hard sometimes. You did the right thing Dave.
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 .
@@BobsYoureuncle 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
@@BobsYoureuncleand 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.
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.
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!!
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.
You handled this like a pro. This is when you put it back together and leave it how it was when you got it. Hand him the keys and say you're not interested in the job. You eat the labour cost and have him out the door without paying a cent. Eating the labor cost now is worth the future nightmare of a customer.
I agree. You lose some money and time, but your mental well being has a price too.
I have done this many times,,, quite a few on youtube!! And at the end of the day,,, we need to learn to spot these customers. If you spot them early enough then you really could give them money to leave and be better off!!! lol
That was my thought also. Getting out now and just eating the labor is probably the cheapest and easiest in the long run.
I am a mobile service truck repair and some customers, I just walk away from the job and never look back. My peace of mind and mental health is more than any $$ you're going to give me.
Dave handled it as a wise businessman. Full payment before unrecomended repair is made means he gets paid either way. He still has to pay his men.
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.
I admire the professional way you approached this customer. You didn’t lose your temper, and that’s admirable. Keep up the good work
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.
Sir, your "bedside manner" goes beyond graceful and caring
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 RUclips 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
Dave handled it best as possible. Some customers are just unreasonable.
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!
Hi Dave, watching from Australia 🇭🇲 and all I can say is I wish there were more shop owners like you, honest and upfront, but MORE IMPORTANTLY, willing to help and give the customer options, and a way to help them get their vehicle fixed correctly, and that guy was just plain obstinate in his attitude, and not willing to even listen, so in my mind you have done the right thing, absolutely no doubt about it, and I love the channel to, its great.
I wish I could get you guys to work on my vehicles, very good customer service is all I can say, and cheers from Australia 🇭🇲🇺🇸👍
Thank you, Australia!
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 .
I’ve worked in healthcare for 40 plus years, 25 as a Manager. You conducted yourself in a very admirable and professional manner. There are always those who you can’t satisfy, no matter what you offer. You’re integrity and defense of your team is all you’ve got. Great job!
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.
This channel is the best automotive shop show on RUclips I don't know how dave can be so calm
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 give you credit for being so nice. Even as a lowly hobbyest/weekend mechanic on TV I tell people we either fix it correctly or I respectfully decline to do any work on it. The second someone gets argumentative its back in their hands...free of charge...but I'm not arguing with someone over an inanimate object!
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 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.
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! 👍🏻
From the heart...cant see where you need improvement...A+ job handling the customer
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
loaded with democRats, that's why
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
Same. I’ve seen a few videos, and I like the interactive style with the viewers. This video made me push the subscribe button.
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 and your crew are totally honest you always know how to do a professional job I love how you tried explaining the problems with this truck and I would totally trust your opinion..I understand you how frustrating you might get you handled the situation professional and he seemed to take things out on you and your crew ,,now he needs to understand more problems will not be because of your shop...I'm like you stop all work on the truck he can come get it...fixing the fuel system still not going to cure the problem .. protect you business 🙏🏼 love your video's
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.
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.
I have been in the service business most of my life. I appreciate the pain your feeling
Thank you for you integrity, honesty and sharing your Christian faith. You handled that professionally. I'm a scale technician and even though I don't handle the prices I've been screamed at lied about and other things. It's really nice for people to see the other side of service. I continue to try to be a blessing to my company, coworkers and customers and try to be as professional as possible, even though have few bad interactions the majority are very good.
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'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 👌
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!
Customers and repairs like this are always a bigger liability than they’re worth. It won’t matter what you do for this fella, he’s in a deeply unhappy place in his life and will project blame and misery on others.
The part at the end where Dave discusses “protecting your shop and your reputation” is bang-on accurate. Reputation is literally priceless in a service or trade profession.
The only customers I’ve usually lost over the last 11 years were the ones who refused to take my repair advice, and then my predictions came true (at their expense).
Those who listened and respected my wisdom drove away in cars that will outlive most of us. 🍻 🔧
Professionalism and honesty is what heard. Y'all are an amazing operation!!
Thank you Dave and ALL you employees for having High standards and morals.
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!
Watching from nz what an inspiration i am an x mechanic turned trucke you are the tops😊
You are the most honest and professional shop owner I have ever seen. You know that fixing the fuel system will not help him. He might have a burned piston, he said he had been driving the truck. He will not let you do a compression check or come and look at the problems you have found. Throwing his money at a fuel system will not help him. Have him come and pick up his truck. No matter how much you want to help someone sometimes you just can't.
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,
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.
Hey Internet ‘Listen up’ this is what real looks like! This is what people need to see. Not these algorithm focused ‘disaster’ farces on other channels. Bench mark content really excellent - well done!
I think you have handled situation flawlessly. This video should be watched by all small business owners.
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. 👍
You did a good job, Dave. I’ve been a business owner for 45 years and I’ve had those conversations as well and a totally different field, but there’s some commonalities across all business and when you’re dealing with customers, you do the best you can be honest and let the chips fall where they fall. Good job really enjoy watching your videos, it’s nice to see an honest guy and a quality shop
Good to have your experience on our channel. Thank you for watching.
Ive started my shop just under a year ago and ive learnt alot about customer service by watching this video alone thank you dave for sharing this
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
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.
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!
Great video
Trucks are very expensive. I hate to think I had to spend that much money on a repair. Your honesty will go a long way.
Dave, you held it together. Must respect!
18:56 10 grand is not cheap and it seems like you’re really concerned that it won’t drive out of the shop which would leave you feeling really bad even though you’ve done all the informing. So it seems like the one vital thing to do and you’ll have to just do as a courtesy, is to do a compression test and then clearly with a holed piston you’d tell him that he’ll just have to come get it because there’s no point doing the fuel system and you’ll be able to show him a picture of the holed piston and, he’ll be a believer. No holed piston and it seems like you’re pretty confident, even though it might not run well and certainly not have that turbo functioning, but it’ll run out the door and seems like that’s all the guy’s really wanting and you’d feel good enough with it too with all the information that you gave him and clearly represented everything properly, respectfully-great job.
I once replaced a cabin air filter on 2002 beetle. The customer had a nice dash mat with like 20 little bobbly heads velcroed to it. I carefully removed all of the bobbly heads and the dash mat, replaced the filter, and meticulously put the dash mat and all of the bobbly heads in their place. Later in the afternoon i get the car back with the customer saying i didnt replace the filter because everything was still in the same place on the dash. I took everything off a 2nd time and showed the brand new filter to the customer....who the then told me it wasnt new because it its full of dark black dust...and he also found 2 leafs in the plunum chamber that i missed with the vacuum cleaner.
Then i showed him the date code on the filter and asked how a filter made a few months ago could still be in the car that is 4 years old...and then explained the cabin filters are impregnated with charcoal to aid with odor removal.
That was the day i decided to change careers.
Sometimes the best service you can give someone is to tell them to just come get the vehicle. He obviously didn’t want to listen to reason, and wouldn’t even hear the options. I think you guys handled this the best way possible.
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.
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!
Dave I wish there were more pros like yourself out here, I wish I can hug ya man. I love ur philosophy on how you explain things to your customers. I’ll pray for you, family and your team. Keep grindin sir!
I think what makes Dave different is the fact he can see the guy is having a hard time. We've all gone through shitty periods in life where life craps on you. The guy probably wasn't a bad person and Dave showing empathy just goes to show he actually respects people.
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.
Better the hard truth then the sweetest lie.
You did good. Honest , transparent and accountable.
I understand your situation.
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.
Dave. I'm watching this. Makes me think about people and the way they read your mind. Thanks
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.
This is what Master Class experience brings you. If you keep at it you can do anything you want.
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!
"Thats it well done" wow.. You always get these customers. Great way of handling it