Marinucci: Previewing testers' instructions pays off

Patiently previewing user guides may save technicians time and aggravation when operating equipment the first time.

Similarly, practicing tester operation beforehand can prevent costly mistakes when techs begin troubleshooting vehicles with it.

Some owners, managers and techs assume that newly purchased test gear will be self-explanatory: Turn on a tester and it should guide users through all its functions automatically without a hitch.

Service managers, shop foremen and techs all hope for sensibly designed diagnostic devices,but practical experience has shown that some excellent meters, scan tools, oscilloscopes and specialized testers may be devilish to operate.

For one thing, cumbersome operation may deter all but the most-dedicated techs from learning the tester and exploiting its capabilities. An expensive tester that sits idle most of the time will not yield a return on your investment. The more often a tester or device operates, the more profit it's likely to generate

For another, complicated operation only increases the importance of a thorough and easy-to-read user guide or highly detailed instructional video.

Also, bosses may have to convince some techs to read the operator's manual or study the instructional video thoroughly. Otherwise, they may not prepare themselves to use a tester correctly. They simply connect it to the car and wing it.

Watch out because a stubborn, uninformed tech could use the new equipment carelessly, damaging it and possibly a customer's vehicle, too.

Unfortunately, some techs have little patience for any non-intuitive test gear. More than once, I have seen techs vent their frustrations so loudly and obviously that they drew the attention of everyone in the customer lounge.

Trustworthy automotive repairs are drama-free; unconcealed anger with a tester does not garner the customer trust and confidence your business deserves.

Depending upon the complexity of a new diagnostic device, some bosses block out mandatory, in-house study sessions for the equipment. For instance, they pay techs for their time and provide dinner for a team viewing of an instructional video after work.

Later, the techs attend another meeting at which they practice operating the new tester on a known good vehicle.

Mandating attendance and paying techs for their time usually handles objections to the meeting before they're even spoken. Remember that group gatherings like these often boost camaraderie among the crew.

Bosses may overlook the potential value of the give-and-take that occurs among the techs as they study the instructional video and practice tests on a vehicle. Sometimes these group efforts spur superb suggestions for the new tester as well as for diagnostic procedures in general.

(Some savvy techs at these sessions have taught me as much as the training video did.)

Over the last 20 years or so, I have had pleasant surprises with various pieces of diagnostic gear that colleagues hated. I borrowed the maligned device when time allowed me to study it uninterrupted.

During the most memorable of these evaluations, I simply checked the manufacturer's website and located a highly detailed instructional video for this particular product. Then I watched the video three consecutive times during a calm office day.

The next day, I tried the tester on some vehicles and then shipped it back to the owner. The next time I had an opportunity to visit his shop, I discussed my observations and urged him to study the same instructional video alongside his techs.

This tester went into service after that and remained in service — success!

I urge bosses to judge slowly when techs seem reluctant to embrace costly new equipment or diagnostic gear. Remember that new gear may represent a major upheaval in the minds of certain techs.

Ultimately, some employees adjust to change more readily and easily than others do. It's human nature; keep your cool.

Many mangers at tire dealerships and service shops lament the fact that vendor support on products such as diagnostic gear isn't what it used to be. Instead of just complaining, I urge readers to plan accordingly.

For example, assign "preview-and-train" tasks to a competent service manager, shop foreman or lead tech. Whenever necessary, that person should locate whatever printed or video instruction is available for a particular diagnostic product.

Suppose the equipment manufacturer provides an excellent printed manual. If that is the case, the "previewer" should make sure that a printed copy is inside every tool box or at each tech's work station.

Many companies offer instruction manuals in the form of digital files such as a PDF. Techs must download this PDF to their workstation and label the file clearly.

If the need arises, there should be no time wasted locating a user manual.

When an equipment maker offers instructional videos, there are Internet links to those videos. At the very least, the previewer at your business should study the appropriate video and then forward the link to each tech's work station computer.

Sometimes an important meter or tester arrives with only one copy of a user's guide. Worse yet, the guide is printed in such small type that it discourages instead of encourages use.

Maybe a local print shop can upsize the type and create a more-readable user guide version for each tech. Some bosses achieve this goal in-house with the office's printer/scanner machine.

Sometimes, previewers clarify certain aspects of tester operation and summarize these points on a single page. Then they laminate copies of this page; one copy always stays inside the diagnostic tester's storage case and each tech gets a copy.

The sophistication and user-friendliness of diagnostic gear varies from one brand and type of tester to another. Empower the previewer at your business to schedule team-learning and team-practice sessions as needed.

Finally, a previewer should advise the boss on the need for extra practice sessions, attending outside training seminars or hiring an appropriate specialist to bring personalized training directly to the techs.