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by
Michael Anderson
Denver--Despite the
voluntary release of OEM service information to the aftermarket, many
independent repairers believe franchise dealerships still have the market
advantage. However, as the tide begins to turn, access to OEM and
aftermarket diagnostic equipment is evening the playing field. Over the
last few years, Steve Llewellyn and Marlene Heber, co-owners of Auto
Service House, and their three technicians have acquired the expertise to
go head-to-head with dealer competition.
“We’re doing a lot
more OEM maintenance-type work and trying to keep up on the technology,”
Llewellyn said.
Recognizing that the
latest training is essential in accurately diagnosing driveability issues,
Llewellyn said he frequently sends his technicians to training.
Technician Michael Phelps,
a National Institute of Automotive Service Excellence (ASE) L1- and
X1-certified technician and a graduate of Denver Automotive and Diesel
College, said he most recently attended the two-day OBD II Catalytic
Converter and Evaporative Workshop given by Randy Bernklau and Jim Kemper.
During the workshop,
Phelps said the class conducted an Inspection and Maintenance (I/M) 240
test on a Chevrolet Venture with a catalyst problem. Using a dynamometer,
he said the class captured vehicle data as it ran, then graphed O2 sensor
and fuel trend data, comparing the readings to other data for a broad
diagnostic view.
“The class gives us the
ability to get enough information so the diagnosis is accurate,” Phelps
said, “even though we don’t have the equipment to duplicate the test.”
Although he said the shop
doesn’t have a dynamometer, Phelps said he can capture the data through a
laptop computer equipped with Ease Diagnostic software and connecting
hardware.
Several other pieces of
shop hardware and software assist the crew in diagnosing driveability
issues, Llewellyn said. The list includes a Vetronics five-gas analyzer
and Snap-on MT2500 and Vantage scanners, updated with foreign and domestic
vehicle data.
Lead technician Lon Dunn
said he particularly finds the Snap-on Vantage scanner useful. Dunn is a
graduate of Denver Automotive and Diesel College, an ASE L1-certified
technician and has received Colorado Certified FIRST and EDGE emission
repair training. “The Vantage scanner shows diagrams on the display,” Dunn
said, which eliminates the need to retrieve the information from a laptop.
A trend Dunn said he’s
noticed among new General Motors vehicles are technical service bulletins
that require an electronic control module (ECM) to be recalibrated or
reflashed.
For example, Dunn said,
“If the computer is seeing a different fuel trend, the ECM may need to be
recalibrated to run better.” Also, he said, “The check engine (light)
might be on (but) may not be related to driveability issues.” As a
result, he said he is planning to purchase the GM Tech 2 scanner, which
gives the user access to everything a franchise dealer can obtain.
Aside from the many
driveability issues that require a scanner to diagnose, Llewellyn said a
common driveability culprit can be found in the malfunction of the fuel
system.
“Driveability issues can
be related to fuel system and fuel injector cleanliness,” Llewellyn said.
On many newer vehicles, with few miles, throttle bodies can get gummed up
and injectors may become restricted, he said.
Llewellyn said he
typically charges $169.95 for the fuel injection service that is completed
with the AutoCare unit, which he purchased from Professional Automotive
Equipment.
Llewellyn said he strives
to keep his employees happy simply because they are a great asset to the
company.
Six years ago, Llewellyn
said he began paying his technicians salary, avoiding commission-based pay
problems. “You can never be fair on how you hand out work when techs are
paid commission,” he said.
Assisting Phelps and Dunn
with repairs in the six-bay, 5,000-square-foot shop, is Technician Bill
Stott. Stott graduated from Southeastern Indiana Automotive Technical
School and is ASE-certified in brakes, suspension, and engine repair, and
continues working toward his ASE Master Technician certification. Also
giving the crew a helping hand is Matt Dillon, parts driver and shop
assistant.
Personal customer service,
Llewellyn said, is how he keeps customers returning. Since Heber
purchased the business with her late husband, Steve, 20 years ago, she
continues to deliver personal customer service, Llewellyn said. “Every
customer that comes through the door, Marlene makes a follow-up call to,”
he said.
In addition to personal
customer service, Llewellyn said customer loyalty is partially built with
his lifetime warranty on parts. Consequently, he said he will deal only
with parts vendors that sell quality products and stand behind warranties.
Vendors such as Denver
Undercar, Havanna Auto Parts, Import Parts Warehouse, Import Car Parts,
Factory Motor, and Mike Naughton Ford, Llewellyn said, fall within his
quality requirements.
Along with several
longtime, loyal customers, Llewellyn said affiliations with AAA and media
personality and consumer advocate Tom Martino have been the two driving
forces behind adding new customers. “If it’s not a referral from an
existing customer, it’s always from AAA or Tom Martino,” he said.
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