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Understanding the Customer Lifecycle
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By Counterman
Your customers may be using air tools in a variety of circumstances for an even wider variety of jobs. Here’s how to help them understand why they need to buy the right fitting for the application.
link hidden, please login to view There are multiple different sizes and styles, and what one shop uses may not be the same as another. The size and style affect the volume of air they can deliver, a critical point because air tools require a specific pressure and volume for proper operation, and restrictive fittings can limit their performance. Here’s a look at the most common sizes and styles found in most automotive shops, and how you can identify them.
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By Counterman
This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.
It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.
First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!
Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.
You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.
This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.
And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.
If you impress someone with remembering their name and what you did last to their car, you just built a skyscraper of rapport.
There are certain situations where you will always greet someone by Mr., Mrs. or Miss., and that is usually after you have seen them often enough to remember their name, but before you know them on a first-name basis. Many people will say, “Just call me [First Name],” letting you know it’s OK, but until then it’s a sign of respect to use a formal greeting. In some cases, you may always use the formal; it can vary from person to person.
When thinking about the greeting, keep in mind that many people are uncomfortable walking into an unknown situation. They are probably already stressed because their car is broken, and they know it’s going to cost them money. And they may have never been to your shop or been there too often. Your greeting puts them immediately at ease and indicates, especially if there are other people waiting (and this is very important), that you have acknowledged they are there. They’ll be comfortable knowing that you’ll get to them as soon as possible.
It’s going to happen, often enough, that you will either be on the phone, right in the middle of explaining something to a customer or have your back turned at the moment someone walks in. If you’re on the phone, it’s easy. Simply smile and wave. That’s all it takes. Don’t use a phone call as an excuse to ignore and not initiate a greeting. You’ll probably even have coworkers that do this, hoping they won’t have to wait on this person. Advice for you: don’t. It’s a sign of weakness.
Once you’re off the phone, be sure to make an audible greeting and let them know how long it will be until you are available to help. If you’re currently talking to a customer when someone walks in, you don’t have to stop abruptly or cut them off to make a greeting, but don’t take too long. Wait just until you finish a thought and squeeze in a quick audible greeting, such as, “I’ll be with you in just a couple minutes, sir.”
One of my favorite tricks as a service writer is to always be alert and pay attention to cars as they pull up. Try to jot down the license if possible. There’s a good possibility that you will recognize cars before you remember someone’s name. You may remember that the car was in and you may recognize the person, but that’s it. If you’re quick on the fingers, before they get in the door, you can do a license plate search and bring up their name and also see what was done last.
If you impress someone with remembering their name and what you did last to their car, you just built a skyscraper of rapport. They’ll never know you “cheated.”
Heres’ another trick, even if you only had time to jot down the license number and you greeted someone, “Welcome to Joe’s Autocare, I’ll be right with you,” this indicates to someone that you are finishing something up and will let them know when you are ready. Even if you buy yourself 10 seconds, you can look up the license plate, then you can say, “I can help you now Mr. Smith. We did brakes just last month, right?”
Perhaps the most critical is that you always smile and greet your customers, no matter what. I don’t care how bad a day you are having, or if you had a difficult situation with the last customer. It doesn’t matter. Let it go and concentrate on whomever just walked in the door.
Your greeting is your first impression. Just like a strong handshake, dressing nicely and being on time for a job interview, this is your chance. Don’t blow it. You are, for all practical purposes, walking into a job interview. You are looking for a job and your customer is doing the hiring.
Customer service. That’s how it’s done.
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By Mighty Auto Parts
The post
link hidden, please login to view appeared first on link hidden, please login to view. Four-Wheel and All-Wheel Drive vehicles have flooded the market. Look around your neighborhood, parking lots, daily traffic routes, etc. They come in the form of trucks and SUVs, many of which will never encounter off-road or inclement weather conditions that would require a four-wheel drive application. With these additional driveline components come some challenges for […]
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By Counterman
Fuel injection is as old as the internal combustion engine itself. However, many of the early systems proved to be somewhat troublesome and quirky. The carburetor, by comparison, was simple and dependable, and therefore the fuel system of choice for the majority of mass-produced vehicles through most of the 20th century.
For those who entered the automotive industry during the reign of the carburetor, fuel injection was so uncommon that as it began to make a comeback during the 1980s, it was largely misunderstood and tagged with the less-than-endearing term of “fuel infection.”
With the help of electronics and computer control, fuel-injection systems began to improve quickly and followed a course of evolution that introduced many different system designs. Suddenly, we were bombarded with unusual terms and acronyms like Jetronic, Motronic, TBI, MFI, GDI, TDI and many more. While it might have seemed confusing at first with so many different coined terms from so many different manufacturers, ultimately there are only two basic types of fuel injection.
Why Fuel Injection?
For efficient combustion to occur, fuel must be atomized first (broken up into the smallest particles possible) so it can mix with the air and vaporize. Only then will it properly burn inside the cylinder.
The job of a carburetor was simply to allow the air flowing through it to atomize the fuel as it draws it out of the various circuits. Carburetors work very well at doing this, but they also are inefficient in many ways, preventing them from remotely coming close to the efficiency required for the tightening emission regulations of the time.
This is where fuel injection proved itself a superior method of fuel metering. Fuel injection atomizes the fuel as it exits the tip of the injector. But even more importantly, with the combined advance in electronics and computer controls, it also provides precise control of the amount of fuel – a critical aspect for fuel economy and emission control.
Indirect Fuel Injection
Indirect means the fuel is injected and atomized before it enters the combustion chamber. Throttle-body injection (TBI), sometimes referred to as single-point injection, is a type of indirect injection in which the injector is located in a throttle body before the intake manifold. The throttle body looks similar to a carburetor and uses many similar components such as the intake manifold and air cleaner.
This was done by design, as it was the most efficient and quickest way for auto manufacturers to make the change to fuel injection, while utilizing many of the same components. Port, or multi-point, injection injects fuel into the intake runner just before the intake valve for each cylinder. Still a form of indirect injection because it occurs before it enters the combustion chamber, the advantage is the ability to precisely control the fuel delivery and balance the air flow into each cylinder, leading to increased power output and improved fuel economy.
Whether an engine is carbureted or fuel-injected, atomization of the fuel is critical for combustion. Many variables affect atomization, and even though a fuel injector initiates the process, the airflow and other objects around it will affect how well the atomized fuel mixes with the air and vaporizes. The location of the injector as well as the design of surrounding components are critical aspects of engine design.
TBI is at a disadvantage because the airflow is interrupted by the injector – another reason that port injection has the advantage and has made TBI obsolete on newer vehicles.
Diesel engines are fuel-injected because diesel fuel doesn’t atomize and evaporate like gasoline. It must be injected into an air stream at high pressure to atomize, and the turbulence of the air is an important factor in causing the air and fuel to mix.
Early on, due to the difficulties of creating an efficient direct-injection system, many diesel engines utilized a pre-combustion chamber that created the necessary turbulence for proper fuel atomization. The fuel was injected into this pre-combustion chamber, making these indirect fuel-injection systems as well.
Direct Fuel Injection
Direct means the fuel is injected directly into the combustion chamber. The challenge with this type of injection is the pressure inside the combustion chamber is much higher than that of the pressure in the intake manifold of an indirect-injection system.
For the fuel to be pushed out of the injector and atomized, it must overcome the high pressure in the cylinder. Indirect systems have a single fuel pump in the tank that provides adequate pressure for the system to operate, usually 40 to 65 pounds per square inch (psi). Direct systems utilize a similar pump to supply fuel to the rail but require an extra mechanically driven high-pressure pump that allows them to overcome cylinder pressure. These systems usually operate at 2,000 psi or higher.
Direct-injection systems can be identified easily by the location of the injectors going directly into the cylinder head as well as the additional lines and mechanical pump, usually visible above the valve cover.
The primary advantage of direct injection is that there is less time for the air/fuel mixture to heat up since the fuel isn’t injected in the cylinder until immediately before combustion. This reduces the chance of detonation, or the fuel igniting from the heat and pressure in the cylinder. This allows a direct-injected engine to have higher compression, which itself lends to higher performance.
Another advantage is reduced emissions and fuel consumption. With indirect injection, fuel can accumulate on the intake manifold or intake ports, whereas with direct injection, the entire amount of fuel sprayed from the injector is the exact amount that will be burned, ultimately leading to more accurate control over the combustion process.
The overall performance and efficiency of direct injection can’t be matched. However, there are still some disadvantages to it when compared with indirect injection. One of the most well-publicized is carbon buildup on the back of the intake valves. Fuel is a great cleaner, and the fuel spray from a port-injected engine keeps the back of the valves clean. Without it, excessive carbon buildup occurs, leading to interrupted airflow into the engine, reduced performance and an expensive repair.
While not an issue for typical everyday driving, indirect injection is limited at high engine rpm because there simply isn’t enough time for the injector to release the fuel and for it to properly atomize. Since port-injected engines spray fuel before or as the intake valve is opening and complete vaporization occurs and the air is pulled into the cylinder, there’s no rpm limit with indirect injection.
Low-speed pre-ignition (LSPI) is a common term you may have heard, and it’s a problem that exposes another chink in the armor of direct injection. The piston and combustion-chamber design of a direct-injected engine is very specific to create the proper air turbulence to completely vaporize the fuel for combustion. At low rpm, the piston is not able to create the proper turbulence, leaving unvaporized fuel pockets that combine with contaminants from oil vapor and carbon buildup, leading to pre-ignition.
While this problem specifically occurs on direct-injected engines, it can worsen with some engine oils depending on the additives they contain. This is why new oils are advertised to prevent LSPI.
As engine technology advanced, diesel engines saw changes in piston and combustion-chamber design that allowed them to make the switch to direct injection and realize the same performance benefits.
So, your two basic types of fuel injection are indirect and direct. There are advantages and disadvantages to both. What’s next? The simplest solution in the book: dual injection. Now manufacturers are building cars with both. Computer control utilizes both systems to eliminate the weaknesses and exploit the strong points of each type of system. It’s the best of both worlds. Wasn’t that easy?
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