The BIGGEST Problem in the Auto Industry ~ And What to Do About It!

What is the biggest problem in the automotive industry? Well it may be hard to isolate 1 thing that really spawns most of the issues for techs, customers, parts, service, and sales. But when you think beyond the concern, and address the issue, you find the biggest issue in the auto industry is a lack of communication! Poor communication is THE biggest issue. It's not the ONLY issue, but its the biggest one for sure!

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Disclaimer:
The content of this video is available for informational and educational purposes only. It is not intended to be a substitute for the professional advice of a mechanic who has personally inspected your vehicle, nor does it create a relationship of any kind between the Humble Mechanic and you. Every situation may be different, and the Humble Mechanic does not make any warranties, whether express or implied, as to the accuracy, fitness, or applicability of the information or automotive parts portrayed in this video to any project and makes no guarantee of results. The Humble Mechanic and any sponsors of this video will not be liable for any damages related to personal injury, property damage or loss of any kind that may result from the use or reliance on this video and/or any automotive parts represented in this video. You are using the information and automotive parts portrayed in this video solely at your own risk.

[HumbleMechanic]

The phrase that started me on this path was an advisor saying "I will have the tech pull the car in quick and hook it up to see whats wrong". While this is kind of an over simplification of diagnosing a check engine light, think about what you are telling a customer when you say that. "My tech is just going to plug the car into a magic box and that will tell us whats wrong". 

Why would a customer think paying $150 to "plug it in" is anything but getting ripped off? What an amazingly awesome way to short change the talent of your tech. It's time to up your game my friends. There are hard times coming, you don't want to be left below.

[declanbostock]

You nailed it! Communication is the number one issue at our shop

[oldkid]

Lack of communication equals distrust, this mostly applies to dealership service or sales. Customer service advisors are some of the best deceptive liars I have been around.

[jamespn]

Don’t up sell, only fix what’s broken, fix it right and you’ll have loyal customers. The better loyal customers just say fix what need fixing. Argumentative, obnoxious customers are turned away, we don’t want their business. We quoted a price of $950 for 4 struts and alignment on an 07 Camry, the customer demanded that we release his car insinuating that we were thieves. He came back after another shop quoted him $1, 300 for the same job.

[joshhuiet]

Had this exact conversation with my 14yo while he was doing his homework. He tried to email his teacher to find out where “xyz” could be found but his email was phrased “do you know where “”xyz”” is?” I almost shit myself. So i had a talk with him about words and how strong they are. And he came up with a good email after that.

[rider]

Was hesitant to watch this video after having a super rough week and taking the weekend off, but figured watching a humble mechanic video cannot hurt! I agree that communication is a huge problem in this industry. I have had customers request to talk to the tech and get information on what is going on with their vehicle and what needs to be done to repair it. Of course not many advisors are mechanically inclined and even as a tech trying to explain the issue to the writer, I often get a response of "just tell me what it needs" and they don't want an explanation. I don't mind talking one on one with the customer and educating them on the system on hand, the failure, what we can do to fix it and maybe even prevent the same failure down the road.

[tedtolentino]

Charles, it is clear to me, as I suspect others will agree, that the talent you bring to your audience is not that you are a good diagnostician or technician with regards to cars but that you communicate ideas very, very well. It is that clear language (communication) that you point out here in this video that inspires and illuminates. And that talent is rare in your industry (as well as in mine). And rightly so, it takes some thinking about how you communicate that will make the difference on the outcome of your relationships with customers, suppliers, management, manufacturer (you name it). Kudos to you, Charles, and keep up the good work.

[jmrodri]

And the best mechanic story I had was actually with a local chain shop. Took it in to find out why the van was leaking coolant. They found a pin hole in the radiator. I had them fix it. I thought the part was expensive (like the dealer was before). I found the same part on their website for like $30 cheaper. When I challenged the advisor, he said "look we add 20% to the parts price to cover the warranty. Because if it fails we will replace it for free." Then he said we can offset some of the repair costs with store coupons. I liked his honesty and respected it. Communication. If you treat your customers with respect and honesty that will help them.

[jmrodri]

WONDERFUL video. Communication is key. Most of the times I've had a problem with a shop was that they didn't tell me everything so it felt like they were hiding something so then I feel like I'm getting screwed over. Once a Mazda dealer quoted me a price for changing the thermostat. When I asked for the breakdown they wanted $85 for the thermostat (mazda part). The generic was like $40. I had them do the job because it needed to get done. Then I called another dealer's part dept, the part was $65. When I challenged the dealer, they said "oh these parts come from Japan so it costs a lot to ship and that dealer probably doesn't sell as much as we do so they have to discount them to sell more". THAT type of crap is why so many people get annoyed.

[kevinsteeno]

When I first got my A&P license, the guy that handed it to me said something ill never forget. He said this is a license to learn. This doesn't say you are an aircraft mechanic it says you know the basics and can be taught how to fix an aircraft.

[anon]

I’ve been technician, parts advisor and service advisor, and dude you’re on the money it is For me you work as a team, and I used to go through the following days work work with my master tech, to pre order whatever parts he thought could be useful for an accurate first time fix!

I got that dealer from within the lowest 10 in the UK to best improved dealer in the UK and in the top 10:within 9 months…. Working as a team!!

Tech got to go to Italy my boss decided he’d go then didn’t….. strangely I do not work there anymore lol!😂

But it’s team work in all garages works, and as you said spend time explaining things to customers fully!💪🏼

Love your channel dude and when over next I’ll have to give you a shout👌

[Cautionary_Tale_Harris]

My truck's 21 years old and hasn't been in a shop since I got it 16 years ago. I've been fortunate that any issues that have come up haven't been outside of my skill- or toolset.
My wife's car is still under warranty. It also has problems regularly.

So since we have to deal with the dealership, it is exceptionally clear that your diagnosis of a communication problem is spot on. Firstly, we've never had the same "advisor" twice. It appears they last about a month before moving on.
Secondly, they do not care. Every single one sounds exasperated on the phone and ready to 'schedule an appointment' for sometime in the next two months. Then when the tech finds something, or suggests something, none of the advisors can explain what's happening.

Anyway, my truck is 21 years old and rolled.over 250, 000 two weeks ago---and I absolutely dread the day I have to replace it.

[golfwanky]

at the dealer i work at we have a service advisor who doesn't get more info out of the customer. for example: customer comes in says their check engine light is on. service advisor types that into the computer as the complaint and doesn't get any more info. all it says is "check engine light on check and advise". we have been complaining of his garbage write ups for over a year. management says they'll talk to him but it hasn't gotten better. "customer states they heard a noise while driving".

[gslavik]

This is even more true in IT, especially since everything we learn is on the job due to new technologies/tools coming out once we have a job.

[RustbeltMechanic]

Great information man! Communication is always the issue, especially when you factor in assumptions. I think continued education on all parties in the auto field is what we need more of, especially when it comes to customer knowledge and understanding.

[letswatchit]

110 % nailed it. With out reading all the comments and fear of repeating what might have been said already im going to say it again anyway. Its in all industries and trades. Should be tought in trade school. But unfortunately not everyone is on the same page. Please keep up the good work i wish I had someone like you teaching me back in the day.

[PaulysAuto]

Excellent video explaining why we are having issues as an industry. Utilizing the 7 Step Problem Solving techniques is key to success. Shoot, move, and communicate is the key to winning on the battlefield. Self responsibility is number one and the rest begins to manifest from there.

[AdarisTempest]

Back when I was in the auto service and repair industry, the two biggest things that helped me is a lot of what you were saying with forthright communication to customers, but also to sincerely *listen* to the customer and their needs; not just what they say, but how they say it.

How someone communicates their problem is often a really great insight on how to best convey the information they need to know in a way that they interpret as collaborative rather than adversarial.

I know those sound like a bunch of stupid industry buzzwords, but really listening to people and using that information to relate to them is a huge factor in helping them feel as if you're working *with* with them to solve a problem, rather than *against* them to extract as much money as possible from their wallets. And often, that sincere dialogue breeds high quality, repeat customers that drives honest business in a way that everyone involved is ultimately happier with.

[epic]

Thanks, Charles,
Lack of or poor communication is a problem in nearly every industry. I work in IT for a rapidly growing organization. I've learned difficulties with communication with other business units have led to many delays and hardships on various projects. Thank you, sir, for spreading knowledge and wisdom that's applicable to more than just VW and the automotive industry!

[koltencanfield]

As a newer Volkswagen Tech, these videos are very helpful. Thank you!