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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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 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 age old question and what the Ask the Counterpro program was started for to help counterpeople become better at what they do.

In one of these cases where customer are wrong, well you just have to eat the crow. However, most of our systems are capable of including the VIN code on them. Also, it is not out of reason to ask the customer what the made on date in the door jamb says.

Customers are not always right but they are always the customer.

However, this customer may be scamming you in some way so watch this one closely.

Gerald Wheelus

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Are you sure the ECT (engine coolant temp) sensor is reading correctly? Was
the thermostat re-installed? Low temperature will cause extremely rich
mixture. The ECT overrides oxygen sensor, mass air flow sensor and all other
inputs. Plug in a scan tool and see what the warmed-up temp is and if the
ECM is in closed loop before you do anything else.

Jim O’Neill
Chino Autotech Inc.

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I have to export your AC Delco Car Wash Shampoo to Japan. Do you have an export classification (tariff) number available. The msds doesn’t list anything under #14 regarding IATA regulations, do you know if its regulated for shipping by air? Thank you

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The P0420 DTC is generated by the rear (downstream) HO2 Sensor when it
senses too much leftover oxygen after the catalytic converter does its job.
This causes the sensor to “switch” high-low just like the upstream HO2
sensor. Sometimes there may be a misfire or a lean condition like a manifold
leak which causes this DTC. More often we find the catalyst is just worn,
coated or deteriorated from long use and having had the above-mentioned
upstream defects at one or more times in its life. That’s one good reason
why it is so important to promptly fix any misfires, rich or lean
conditions!

If you are satisfied the upstream problems are repaired, it’s time to
replace the cat.

Jim O’Neill
Chino Autotech Inc.

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