How familiar is the following scenario at your business:
A customer picks up a vehicle after your shop has performed one of its top notch repairs. The vehicle looks great inside and out. In fact, the last time the vehicle looked this impressive, it was being driven off a showroom floor.
Several hours (or possibly days) later you get a call from the customer. There’s something wrong. The vehicle doesn’t feel right. You ask the owner to explain. She says the ride is bumpy and the vehicle pulls to one side. She’s certain it’s your responsibility to handle these problems.
Odds are the source of this problem is the suspension. While diagnosing the source of the problem is easy (and that’s the only good news here), you’re faced with an even larger issue. Either your shop somehow overlooked collision damage or the problem existed before the crash and the customer is only noticing it now.
In any case, you’ve got an unhappy customer and need to act. What should you do?
Your best strategy is to head off this sort of problem before it can occur. By putting a renewed focus on identifying and diagnosing suspension issues before a vehicle leaves your shop, you can do far more than ensure customer satisfaction. You can put some much needed dollars in your pocket by attending to suspension maintenance and repair work for pre-existing problems that probably is going to your competitors.
Keep this revenue in your shop using the following steps:
Step 1: Double your inspections.
As you refocus your shop’s attention to suspension work, you’ll want to remind your estimators and techs to look for suspension issues related both to the collision and to other causes (such as worn parts). The key here is producing a repaired vehicle free of any suspension issues or one, at the very least, whose owner is made aware of any recommended or necessary services.
Doing so will involve at least two suspension inspections – the first, during the initial damage inspection and the second during the final quality control check. There are two reasons for this. One, you need to be as thorough as possible. If a vehicle has received severe damage, suspension issues may be hidden and undetectable until during or after the repair. Two, you need to notify the owner as early as possible of any suspension work, whether it be mandated as part of the estimate or recommended. In the latter case, the sooner you deliver this information, the sooner you can begin upselling any recommended services.
If a customer balks at recommended services, you may want to remind him or her that faulty suspensions compromise handling and lead to longer braking distances, which can contribute to future accidents. They also reduce the usable life of tires and put a vehicle at risk for damage caused by jolts, bumps and vibrations that aren’t effectively absorbed by a properly-functioning suspension.
Step 2: Prepare a checklist, use it and record it.
If you’re going to effectively inspect a suspension, you should prepare a checklist of suspension parts that will be evaluated during the minimum two vehicle inspections. The list should include:
- Shocks and struts — Check for overall condition, wear, leaks and damage.
- Steering linkage — Look for any play in the linkage.
- Ball joints — Similarly examine for play and any wear.
- Springs and bushings — Check for damage and wear.
- Power steering parts — Check for damages and any leaks. Always check the level of the power steering fluid in the fluid reservoir.
- Wheel bearings — Check for wear and play.
- CV joint boots — Check for damage.
(From GM) If you’re going to perform a proper suspension evaluation, you’ll need to pop the hood. Check the power steering fluid level and evaluation parts such as the strut towers.
Step 3: Pay special attention to tires.
You need to do this for two reasons. First, they’re very often the source of post-repair drivability issues. Even relatively light hits can create pinholes, knock out significant amounts of air or put tires out of balance. Sometimes, just spending a few extra minutes checking the tire pressure and adding more air is all it takes to head off potential issues.
The second reason you’ll want to inspect the tires is to search for signs of suspension problems – unusual wear patterns — related to worn or damaged suspension parts. Cupped wear usually indicates tire imbalance or badly worn struts or shocks. Feathered wear patterns point to problems with the tie rod ends or sockets. Uneven wear, particularly on the side of a tire, can have a number of sources including collision damage, loose ball joints, body sag and bent struts.
You’ll want to thoroughly investigate these problems and determine the cause(s), which can then be reported to the owner.
While we’re on the subject of tires, if your shop services tires, consider taking the time to balance the wheels on each repaired vehicle. You can prevent drivability complaints and deliver a vehicle that rides even better than the owner remembers.
Step 4: Measure the ride height.
Check the vehicle specifications and then measure the vehicle at each corner to ensure it sits at the right height. If the vehicle sits below specifications, it most likely needs new springs. If the vehicle is a truck or SUV and is used for hauling or carrying heavy items, recommend that the customer upgrade to variable rate springs to increase load capacity and improve handling.
(From GM) Take the time to measure the vehicle ride height. It’s one of the best ways to determine if a vehicle has damaged springs.
Step 5: Steer while parked.
The best way to evaluate the steering is during a test drive (the final test here), but there’s plenty you can do while the vehicle is parked.
While an employee sits in the vehicle and rocks the steering wheel, note any looseness or play in the steering column and linkage. Also perform a visual check of the pump, steering gear and hoses, looking for any signs of fluid leaks.
Examine the power steering fluid in the reservoir. Look for any signs that the fluid has been overheated or oxidized. If it has, the fluid will appear dark brown and carry a burnt smell. It will have to be changed. If this is the case, you may want to recommend the customer replace the pump and steering gear since there’s a good chance they’ll be subject to premature failure.
Step 6: Keep the hood up.
This is a good time to look for other suspension issues. While a tech rocks the steering wheel, look for strut movement in the strut tower opening. Movement will indicate the strut bearing plate is worn and needs to be replaced.
Also inspect the area where the struts attach to the fenderwall or frame. Look for cracks or tears in the rubber piece that sits between the bolt and metal where the shock towers are mounted to the car.
Bounce test the vehicle to determine if the shock towers are visibly loose when the vehicle moves up and down. If the towers are loose, the struts or the strut cap (located at the top of the strut) may the problem. During the road test (the final test here), note any bumping or knocking noises when the vehicle is driven over bumps. If these are present, the strut cap most likely is at fault.
Step 7: Road test and then test again.
Road test the vehicle as soon as possible. If it’s drivable when it arrives at the shop, perform the test as part of your damage analysis. Perform it once again after all repairs have been completed.
Your road test needs to involve driving the vehicle at slow speeds, highway speeds and taking the vehicle over a variety of road surfaces and grades. Start by driving up a gradual grade between 25-35 mph. In the rearview mirror, note whether the vehicle bobbles over any bumps. Look for the same issue from the front end of the vehicle.
After passing over the grade, select a traffic-free street and maintain your speed between 25-35 mph. Firmly press the brakes, checking again for any wobbling of the vehicle or bobbing from the front or back end.
With the window down and radio off, listen for any unusual noises such as knocking or rattling. Test the vehicle on bumpy roads and at highway speeds, Again, note any wobbling, and also check for any play in the steering or other steering issues.
The final word: Time is money. Taking these steps, or using a similar routine, will involve some of your shop’s precious work time. Fortunately, most of these steps can be combined with work you’re already performing. Evaluating the suspension can go hand-in-hand with damage analysis. You should already be performing tasks such as road testing. Any additional time will go towards diagnosing more severe suspension problems (you can rule out wear and tear on most of your newer model repairs). That’s not a lot of time to ensure you’re delivering a great finished product, fully satisfying your customers and picking up additional revenue.
