Bob was delighted when he found someone who would help him replace his suspension in his camper trailer. Knowing the old shocks and coils had seen better days and the camper had sunk down after the suspension started to give away.
We replaced the suspension with a lovells suspension upgrade. Bob wanted some height however he was blown away by the height of the camper. Given the height loss from the old suspension giving away over the years, unloaded camper and the additional height. The Austrack now sits proud on the back of the Toyota with its lovells camper suspension upgrade.
Bob had the bearings replaced in the past. After taking the job back due to the bearing not being installed correctly. The Power Curve team found the second attempt had also been unsuccessful and the bearing again had not been installed correctly. Collapsed bearings on the road can cause the end to a joyful time.
There are positives that came from this situation beside a kick-ass suspension set up.
We have two new apprentices that have joined the power curve family. One straight from school and the second a soon to be father, adult apprentice who is very keen to further his skills. Situations like this are an amazing learning experience for our apprentices. They can see how things can go wrong, the correct way to do a job and the outcome of not getting it correct. There are also further procedures to get this assembly back to a reliable state due to the debris and any damage caused by incorrect installation. This is something they may not learn without this opportunity.
For Bob while he feels disappointed that the job was not done correctly and the issues that could have arisen. There is always a level of distrust and unknown when one tradesperson is telling you another has not fulfilled their role. Some time ago our invoicing software gave us the option to add photos to our jobs. Since that time photos have been taken of nearly everything and we keep these on our file records. This is a great tool for maintaining a guests vehicle with our vehicle services. If we say monitor an oil leak, we don’t have to be super human and try and remember how bad the leak was last time. Simply we just look back and see for our self. Emma decided to start printing these out for the clients to see their feedback. Even some of our most loyal and trusting clients have loved this new process, so it will stay. We provide images of parts removed, areas we are trying to monitor and maintain. We often showed our guests images and parts but never a take home option. This works well when working with a partner or family. For example Emmas mums Camry. I swear every service she must get her old cabin filter from the bin and re install it. Every 10th km the tech check their images to see if it has been changed. Yep it sure has. Now when she goes home and my dad looks at the invoice and there is another cabin filter for yet another service, he must wounder why! Taking the images of a failed turbo, intercooler, pipe or filter home provides trust, understanding and value. For bob he could see for himself that the bearing had been incorrectly installed and the outcome and the job that had been done after. He can see the parts have gone into his camper. He can see the before and after of the suspension components and feel confidant in his choice to upgrade.
Power curve value our guests and understand that being open and honest about what and why we do things is valuable in our process. To create understanding is key. No person should feel they need to understand how to repair their vehicle or camper. As one of our Italian clients says well every visit. I am a great pizza chef, I make great pizza, you are great mechanics, you do what you do well. I don’t understand how or why I just want to drive my car and it work well for me. You do you, Ill do me.
We look forward to working with Bob his Toyota and his camper again in the future.