Ask the CounterPro

Counterman.com has a crack team of past Counter Professionals of the Year, editors and and technicians at the ready to answer your technical and general business queries.

Our experts will tackle your questions and post the answers online.

Want to participate? If you have what it takes to be an Ask A CounterPro board member, please email editor Mark Phillips,

[email protected] and tell him.

Ask the Counterpro isn’t for questions that need immediate answers. (i.e. If someone’s at the counter or on the telephone with you, we won’t be able to respond that quickly.)

 

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Latest (10)

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Your HVAC has gone into “default” mode, which sends all output to the
defroster if the switching controls fail for any reason. This is done to
make sure the car is safe to drive, you can see out the windshield.

First check for a vacuum leak to the HVAC controls or vacuum motors.

Jim O’Neill
Chino Autotech Inc.

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There is no such thing as “Lifetime Rotors” the manufacturer does not warranty them against wear or warping as that is normal wear. They only cover manufacturing defects. So turning does not void warranty.

Gerald Wheelus

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This is a great question!  There are many ways to deal with the phone call however, each scenario is different.

We are trained to answer the phone by the third ring and most times we do. But, this is the quandary begins I am sure.

I think it is all about the customer whom is front of you at the time and whom is on the phone.

You have to read the customer in front of you and see if that person is being impatient. It is imperative that you take care of that customer as they are captive in your store and ready to spend money so you can ill afford for them to walk away.

However, over the years, many companies have put a grand emphasis on the phone-in customer and your company has a policy I am sure. But, in reality that policy is suggestive, right?

So, finally to the answer as I see it. Politely ask the in-store customer to excuse you while you answer the phone. The customer on the phone should be informed you are with another customer and you will be back with them shortly. If you are going to be delayed and there is no one else to assist them you might ask for a number to call them back.

Most customers that frequent our stores know what we deal with and are patient with that scenario.  However, if they decide to hold be sure and go back about every 45 seconds or so and let them know you have not forgotten about them.

We also play favorites as well, a customer that spends $2,500 a month with us will get top billing and get helped before the customer at the counter.

Hope I helped with the quandary, thanks for the question.

Gerald Wheelus

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This is an alignment shim used with leaf spring suspensions. The “1/2″ refers to one-half degree of adjustment, which is the amount the installation of this wedge will affect the pinion angle of the rear differential.

Tom Dayton
JS Auto Supply
Jamestown, NY

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Did you replace that pressure switch with the same original equipment part designed for R12, or one designed for R134a? Most AC parts suppliers offer a lower pressure retrofit switch, and recommend using one due to the pressure differential between R12 and R134a systems.

You mentioned the problem occurred “in the process” of adding refrigerant. Did you eventually get the proper amount of R134a in, (you only need to add about 85% of the original capacity of an R12 system when retrofitting it to R134a), or is it still undercharged?

Tom Dayton
JS Auto Supply

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The typical store or shop system as with most business systems, because of replacement costs and networking costs, are usually far slower than our Android phones. My repair shop has 8 workstations in the office and the shop. If I’m lucky I only have to replace 1 every year or so and always opt for the latest chip and OS.
Jim O’Neill
Chino Autotech Inc.

Unfortunately, this is the nature of the business. There will always be that something that you have to use unconventional methods to find. If it tends to be a recurring issue, get with upper management, be it the SM or higher. Someone is bound to care enough to help you get the tools you need to help your customers.

Matthew Vaughn
O’Reilly Auto Parts

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I can help with this as Dodge had a recall and an upgrade but we need to know what year and motor it has

Gerald Wheelus
Edgewood Parts Plus

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FMSI #376 pads fit various W-Body GM (Lumina, Monte Carlo, Grand Prix, etc…) applications from late 80’s-2001.

FMSI #242 pads fit various Toyota, Geo and Chevy Nova applications from the 80’s and 90’s.

Tom Dayton
JS Auto Supply

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