So, what is the value of a relationship in business?

For your consideration:

My next-door neighbor owns a 2022 Ford F250 diesel 4x4. My shop performs all the services on their truck. They faithfully maintain it by having the oil and filter replaced every 5,000 miles, they replace the air and cabin filters once a year regardless of condition, they replace the fuel filter once a year as well. Suffice to say, they take care of the vehicle. They tow a fabulous looking 36-foot 5^th wheeler with that truck.

A few days ago, they started a one-month long trip. We did not expect to see our neighbors for a whole month. To our surprise, they were back home in a rental car 6 days later. Turns out the high-pressure pump on the diesel engine of the Ford truck, hand grenade, as stated by the Ford dealer in Southern Colorado. This is where relationships matter. They said they could not start even looking at the vehicle for at least 6 weeks. In the meantime, my neighbors had to find a place to store their beautiful 36-foot-long 5^th wheeler after they had to pay a great deal of money to have it towed from the highway. It’s probably going to be there for a minimum of 2 months. Fast forward to things here in Ventura. Our business got a phone call from someone stuck on the freeway. Turns out their GMC diesel truck lost all power and it’s now blowing white smoke out the tailpipe. Can we work on it right away as they are stuck here while going through town?

We truly are backed up for about three weeks to the point we had to say no.

Then it dawned on me about the countless loyal clients we have who call and want (and get) an appointment for the next day. Now! that is relationship business.

With the huge shortage of automotive mechanics, most good shops are running at full capacity much of the time. The only way to get an appointment in the very near future is to have a relationship with your mechanic. One way to endear yourself to your auto mechanic is to start with a great 5-star review that is clear, concise, and to the point.

Air conditioning cabin filter

 A Lexus ES 330 came in with a no air from vents complaint. We proceeded to start testing the blower motor and control circuits, we looked at factory bulletins and tested it's power supplies. To our surprise, all tested fine as we noticed the blower motor in the air condition system was working but not moving any air. We then removed the cabin filter to see if there was anything to impeed the air tra
ffic through the air ducts. This is what we found (please see the photo). It took only 8 months for the filter in the picture to get to that point. Mind you, the vehicle was parked every night under a bottle brush tree. Cabin air filters due a great job at providing vehicle passengers with clean breathable air. How long has it been since the one in your car was inspected and or replaced? On most cases, ABC Auto Care in Ventura will do the inspection as a courtesy if you call them to schedule the appiontment. Go to https://www.abcautocare.com/appointment/

    
Interesting thing. Many times I've asked myself how is it we managed to survive without this wonderful (cabin filter) feature. I'd like to thing that today, we are able to manage our drives with far less respiratory issues such as allergies, colds and flues. The filter is an important part of your health. We are lucky, in the Ventura and Oxnard area, we enjoy a tremendously good quality of air. As you get closer to LA county, that changes dramatically the closer you get to densly populated urban areas. Replacing your air condition cabin filter once a year is good enough around Ventura, unless there are other circumstances such as dust, tree leaves, pollen or recent fires in the way. 

 

The 2011 Hyundai Sonata came into the shop for repair, the owner asked us how much it would cost to replace a purge valve solenoid as the vehicle had failed the smog test. We provided a quote but warned the client that it would be best for us to diagnose the issue and make sure that was indeed the problem.

Upon hearing the price to start the diagnosis and testing, the owner declined and decided to do the work as is. No diagnosis.

The job was done quickly, and the vehicle left. Fast forward to three weeks later and we get an email from the client. He was very disappointed that after bringing the vehicle here specifically to repair the vehicle to pass smog, it had failed for the same reason he had brought the vehicle here. The code P0449 was still in the computer memory just as before.

He further stated he wasn’t the type of client to post a bad review on Yelp or Google because he understood “things happen” and was certain we would take care of it at no additional cost.

This is where I came in. I looked at the initial signed work authorization. It was perfect! We wrote down that the replacement of the valve was an owner request and not we did not guarantee it would correct any problems. It was clearly stated and signed. Imagine my surprise when I read the client’s email to us.

The client further said he would be happy if we provided the diagnosis at no cost as he had already spent money on something he didn’t need.

How would you have handled it? 

  

How We Turned a Hostile Call into a Happy Customer

Every interaction at our auto repair shop often begins with a phone call. Sometimes these calls are pleasant, sometimes they are challenging, and other times, they start one way and end up completely different.

Let us share a story from the first week of January, when we had the privilege of working on a 2011 Chevy Tahoe with a Diesel engine. The vehicle was towed in with a major coolant leak. After diagnosing the issue, we identified a broken radiator and quickly got approval from the client to move forward with the repairs.

As part of our commitment to thorough service, we always recommend performing a full vehicle inspection as a courtesy. The owner agreed, and after documenting everything we found, we completed the repairs, ensuring the Tahoe left our shop in great condition.

The Call: "Ever Since You Worked on My Car..."

Fast forward a few months, and we received a call from the same client. This time, the conversation started on a tense note. He told us, “Ever since you worked on my vehicle, the air conditioning hasn’t been working. It was fine before, so you must’ve caused the issue.”

Answering these kinds of calls is always a balancing act. You can’t jump to conclusions, but you also need to show empathy and willingness to investigate. As the client explained, he had a friend who wanted to be a mechanic, and that friend suggested the radiator repair might’ve caused the air conditioning to fail.

How We Handled It

While speaking with the client, we pulled up the vehicle's repair history in our system. There, under the recommendations, we had noted that the air conditioning system wasn’t working well even before the radiator repair. We calmly pointed this out and asked the client to review his copy of the repair order.

The moment he saw it, his tone shifted. The conversation became less combative, and he agreed to bring the vehicle in for diagnostic work on the air conditioning, at his own cost.

Diagnosing the Real Issue

When the vehicle returned, we performed a full diagnosis and found that the air conditioning compressor had a leak at the front seal. Interestingly, the system had been previously charged at another shop, but they hadn’t fixed the underlying issue.

In the end, what started as a tense phone call turned into a great working relationship. By addressing the client’s concerns with professionalism and care, we turned a potential conflict into another success story.

Why Attention to Detail Matters in Auto Repairs

This story highlights something we see often: customers become very aware of their vehicle’s issues after they’ve had repairs done. It’s only natural for them to associate new problems with recent work. That's why our team always provides comprehensive inspections and clear documentation, ensuring our clients know the exact condition of their vehicle before and after every service.

If you’re experiencing vehicle issues or just need an expert team that you can trust, give us a call today. Whether it's diagnosing an air conditioning issue or handling a major repair like a radiator replacement, we’re here to keep your vehicle running smoothly.

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Key Takeaways for Vehicle Owners:

• Always ask for a courtesy inspection when your car is being repaired—it can prevent surprises later.
• Review your repair orders to keep track of your vehicle’s condition before and after service.
• Trust a shop that values transparency and clear communication with its clients.

For expert auto repair services in [Your City], contact us today!

Another video from ABC Auto Care in Ventura, Ca. 93003