Sometimes l will be thinking about my blog post content. I will be set on a topic and then something happens here that causes me to change the topic. This week a vehicle came in with a broken ball joint. If you’ve read any of my previous posts, you know I have an unnatural fear of broken suspension parts. I’ve seen too many vehicles towed in and the accompanying story of the sudden stop or loss of control. So, we should discuss the triangle of safety. This is steering, stopping and stability. These all play a part in your ability to control your vehicle in a stopping or maneuvering situation. The other triangle is who it affects. It affects the driver, any passengers and anyone else on the road with you. If your brakes are worn and not operating correctly, you affect everyone on the road around you. If your ball joint breaks, you will come to a sudden stop. If your shocks aren’t operating within certain perimeters, you have less tire-to-road contact. Worn parts don’t’ just affect ride ... read more

A long-time customer came in with coolant leaking from her vehicle. Her vehicle contained her work items along with three grandchildren. Sitting at our shop was not on her agenda for the day. Jeff had one of the technicians check out the vehicle and it was determined that it wasn’t drivable. The customer had someone that could arrange to pick her up but they didn’t know if there would be enough room for all three kids, with one in a car seat, to be taken home in one trip. I had been putting plants in the planters outside of the office door, one of my favorite jobs every spring. One of the young ladies came out and chatted with me while I planted the flowers and our technicians inspected her grandmother’s vehicle. We talked about basketball, summer vacation and her two sisters. Most days my job requires paperwork, phone calls, speaking with customers, social media and probably more paperwork. Customer service is the focus for all of us here. Making people’s vehicle repair visits as eas ... read more

Every day I drive past a home that has a decoy deer in the yard. The first couple of times it took me by surprise and I actually slowed down, thinking it was real. I don't even notice it anymore. This week I was driving by and I realized the deer was still there. He's looking a little worse for wear but he still hasn't moved. I was thinking about how we get so accustomed to something that after a while we don't even see it anymore. A check engine light, or malfunction indicator light, can be like that deer. At first, you notice it and it catches your attention. After a while, your brain lulls itself into thinking that light is nothing. You don't even notice the light anymore, just like I don't notice the fake deer. Customers will sometimes be in vehicles and let us know that the check engine light “has been on for months.” It doesn't bother them because they figure the car is still running well, so it must not be a problem. And it might not be. Sometimes the light came on for a reason ... read more

My nephew is three and likes to stop and see Aunt Debbie at work, mainly because I carry him out to the bays and he looks at the ‘cars in the air.’ Last time he was in, one of the technicians was performing an oil change on a vehicle, and Jack asked me what he was doing. I told him, but he wanted to know what oil was. I explained to him that it was essentially car blood – not the most technical description but pretty accurate. I explained how oil lubricates the engine and becomes dirty, so the oil and filter need to be changed regularly. Similarly, your body uses the kidney, liver and spleen to filter your blood, but your body “cleans” them automatically. Your car is dependent on you for this necessary function. Car manufacturers have many specifications and recommendations so it’s important to follow these. Although using synthetic oil for an oil change is more expensive, deciding to use conventional oil to save some money is not usually a good decision. Down the road, the cost of eng ... read more

It seems like social media is this ever changing and evolving animal. Seventeen years ago when I began working with Jeff at Arie Nol Auto Center, marketing was simple. ‘Which sized Yellow Pages ad would you like?’ was the big decision for the year. Now, there is a plethora of platforms and new ways to reach our customers. Customers are reached several ways based on certain criteria. Age does play a factor but I’ve had 75-year old customers who’ve said they follow us on Instagram, Pinterest and Facebook. We dipped our toes into the water of Twitter a while ago to kind of see what it was all about. Being restricted to 140 or less characters is an adjustment but it’s easier to find something relevant without wasting a lot of time reading paragraphs of information. Leonardo da Vinci said “Simplicity is the ultimate sophistication.”. You don’t find long rambling posts on Twitter like you may on Facebook. One of the things I do like about Twitter is the fact that it’s very ‘in the moment’. T ... read more

If you look around Grand Rapids, you realize that small business is the backbone of our city. Many of the entertainment venues, parks, and educational spaces we visit were funded by what was once a small business. Think Van Andel, Meijer, Seidman and DeVos. These are obviously exceptional examples. But they all started as a small business and prospered. We have all benefitted from their devotion to our city and its residents. On Saturday November 26, it is Small Business Saturday. I know it’s just another one of those ‘ made up’ holidays but it has real impact and meaning to the small business community. It is true that when you purchase from a small business, it directly and immediately impacts all of us. The profits as well as wages paid stay in the area. Many of us that own small businesses also support small business by trying to use local vendors whenever possible. The profits of those companies also stay in the area. And so it goes. I love to shop as much as the next person. Ok ... read more

I’d like to say “Happy Mother’s Day” to everyone! This weekend is the day we celebrate the woman who raised us. The person who was with you through the good and the bad, the cheers and the tears. Mom’s everywhere look forward to this day because, if your children are young, it means gifts and cards made by little hands and smiling faces. If your children are adults, it means a phone call or visit and precious time spent with them. Sometimes it means celebrating the day with memories because your Mom is no longer living. Wishing you could make that phone call to let them know you are thinking of them and miss them. People say, “Enjoy time with your parents, there will come a time they won’t be a phone call away”. Take the time to connect with your Mom. Someday you’ll be thankful that you did. Enjoy the day! It’s not just a Hallmark holiday but one more chance to celebrate

This conversation comes up eventually. A customer has had a vehicle for many, many years. We start to see them more often and it is not for maintenance. The vehicle is no longer reliable and the car they loved for many years is starting to cost more than it should to operate. The decision has to be made whether to continue repairing or send the car to the big car lot in the sky. Some people are ready to get rid of the car. One of our customers drove her Jeep Cherokee from 1998 until 2014. It was starting to have some problems and dependability became an issue. She purchased a Subaru that was several years old and she loves it. Door handles work, heat is reliable and the young man who purchased her vehicle now has a project car to work on. If you are in this situation, there are several factors to take into consideration. If you are told that your vehicle has multiple issues that could be costly to repair, it’s time to evaluate the situation. First, what are the costs involved? Will the ... read more

This time of year, Jeff is thinking about snow tires and antifreeze. I'm thinking about boots. I should be thinking about boots that are practical and repel water and snow. I need good boots for work but then, I go online. I'm lured in by the ‘what's new for winter 2015’. All the pretty, furry, funky boots, lacing, zippers, and all the other fun things that are added but not needed. Boots, like many things nowadays, aren't just functional but have to be attractive or a certain style. Boho, classical, cowboy, western, motorcycle or equestrian. And work boots. Even work boot style boots have had their moment of being chic. I've never seen a photo spread in Vogue with the title “technician boots, not just for the shop” though. Then there's the open toe booties. They show those on models wearing winter coats, hats and gloves. I love how they look but the reality is, in Michigan you'd get frost bite on your toes and they'd fall off. Not such a good look. Then I'm besieged by the stalker ads ... read more

Dreams of Spring Break dance through our heads as we continue to endure the cold, grayness of Michigan. Lying on the beach in the hot sun, with the sound of seagulls fighting over snacks left in the sand by previous sunbathers. I can almost smell the sunscreen! Are you taking a road trip for Spring Break? Every year, the week before Spring Break is very busy at local auto repair facilities -- people wanting to get their vehicles checked over before they leave, in hopes of avoiding an emergency pit stop along the way. I would recommend scheduling an appointment at least two weeks before your trip. Have your tires checked, oil changed, fluids checked and filled, hoses and belts checked, and battery tested. Your windshield wipers should be replaced if necessary. Have them check your brakes to see how much of the pad remains. It’s a long trip and parts that are nearing the end of their lifecycle should not be going on the trip with you. Every year, without fail, we get a couple of calls fo ... read more