Confessions of Service Manager

Ask to see exactly what that means. Ask to see the precise items they actually used. Challenge them on it. You might not get them to knock it off your bill, but you should try.

Yes, you should go by what the owner's manual recommends for normal use. And, yes, this is a common practice, and I hate to admit that. When I was a customer relations manager, I had a service manager who would [bate people into buying the fluid changes] by showing new fluid versus used fluid. She made more than I did just in flush commissions, but had the worst customer satisfaction surveys. I have always stuck to the manufacturer recommendations, and my Escape has over 310,000 miles on it. Less than five percent of drivers operate their cars under conditions that would be deemed "severe." The ones who do are usually taxi or pizza-delivery drivers, or those who frequently take their SUV or truck off-road.

A dealer won't come right out and say it, but if you have your regular service work done at the dealer... (because warranty work pays the dealer a lot less than service work), your value to the dealership increases. Here's an example: Suppose your vehicle goes out of warranty and a week later you have a catastrophic failure. If you have shown loyalty to the dealership by using them for regular service work, they will be more inclined to help you—as opposed to the person who buys a car there and takes it somewhere else for regular service, and only brings it in for warranty work.

Yes. You need to know that dealers make very little on car sales. And warranty service doesn't pay as much as regular maintenance. But if they see that record that you've been loyal to them, they'll likely be loyal to you.

Constant turnover at the service desk. You should get the name of the person at the desk. You should ask for him or her. If that person's different every time, it's not a good sign. Good auto service work starts with a relationship between the advisor and the customer, and that cannot be obtained when the customer sees a new advisor every time he comes in. I always knew the person's car, I pulled up its history, and that's something people appreciate. But if that person is new or is always changing, they don't know you or your car — stuff gets missed, and that's typically not good for you or your car.

It's one of the hang-ups I've always had about domestic automakers. You can often buy their parts cheaper at the auto parts store than you can at the dealership parts counter. And the dealer knows this, but he can't do anything about it. The problem is that even though that's true, the dealer doesn't want to install a part that he didn't source, because if it fails, how does he warranty it?

There's not a lot you can do. They can install the part if you went out and bought it, but most won't.

Check Engine lights are big moneymakers for dealers and also the bane of a service manager's existence. Anyone can use a code reader. But what does the code mean? For every code there need to be additional diagnostics. I've had customers come in and tell me to swap some part, because they're sure it's the problem. But all that is is a really expensive guess. They might be right 10 to 20 percent of the time, close 20 percent of the time, and dead wrong 60 percent of the time. I had a customer go through six oxygen sensors when all it was was a shorted wire.

A brand-name extended service contract. So if you're buying a Ford, get a Ford contract. If it's a Toyota, buy the Toyota contract. The opposite is also true. Never buy the extended service contract that's generically offered through the dealer but isn't backed by the brand of car they sell.

Because the people who fulfill the generic contracts are paid by how little service they have to do. So they fight the dealer on every penny. They'll want to see the entire labor record on the car. They won't want to pay for parts. They'll fight on the cost of the labor. In the end, the customer is going to have to eat some of that cost, even though the contract supposedly covers the car.

Friday afternoon after lunch, because the service department is trying to push out as many vehicles as possible. Maybe a car has been there since Monday waiting on parts. Maybe there are a few cars like that. Then people pour in around lunchtime wanting oil changes. And there are the cars there already with appointments, and everyone's in a rush to get it all done. Make an appointment for a Monday morning as early as possible. It's a lot more orderly, and they'll do a better job.