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Speaker 1: It's not convince you see, it was day and that

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Speaker 1: hand until me by the hand. She's gonna love me

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Speaker 1: and nice ye everything, and that's all nighte with me.

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Speaker 1: Welcome back. We're on leading the car doctor here. Thanks

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Speaker 1: for staying with us this hour. You know, to say

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Speaker 1: that I've been repairing cars a while, I think as

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Speaker 1: an understatement the older you get and the more you

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Speaker 1: do as you watch the industry evolve and change and

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Speaker 1: the things that come about, and you look at some

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Speaker 1: of it and you say, wow, I never thought i'd

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Speaker 1: see that. I remember when I bought my first set

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Speaker 1: of repair manuals information books from nineteen sixty seven, and

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Speaker 1: it was a Mitchell book and it was everything contained

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Speaker 1: in one book. You like, wow, this is really great.

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Speaker 1: Look at this. Look at the way all the information

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Speaker 1: is contained. It's nice. It's five thousand pages. And so on.

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Speaker 1: And as time went on and things evolved, and it

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Speaker 1: continued to grow and grow and grow, and I don't know,

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Speaker 1: I don't know what the number is now. Is it

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Speaker 1: a half a million pages? Is it a million pages

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Speaker 1: of information? Every year? I shudder to think, because I've

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Speaker 1: lost track because I no longer have books, have it

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Speaker 1: in a long long time. Everything is on computer everything.

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Speaker 1: It's not even on DVD anymore. Everything is done online.

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Speaker 1: And as part of the Car Doctor here every year,

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Speaker 1: we always enjoy bringing in one of the industry's best

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Speaker 1: to talk about it, and that would be Tim McDonald

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Speaker 1: from Mitchell One, and we're glad to have him here

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Speaker 1: with us today to help solve the information puzzle and

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Speaker 1: talk about servicing your car going forward. Tim, welcome back.

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Speaker 2: Sir, welcome to you. Ron.

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Speaker 1: You know, we enjoy having you and we enjoy the

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Speaker 1: time you take because we know you have a busy schedule.

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Speaker 1: Do you have a good turkey?

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Speaker 2: We certainly did and still upright and mobile.

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Speaker 1: Yeah, well that's good as long as you're not in

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Speaker 1: the days. Harry's a little bit dazed. He's on the

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Speaker 1: floor kind of moaning. I think he had a little

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Speaker 1: bit too much at the table. He has to learn

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Speaker 1: to do some pushaways, never mind push ups, but that's

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Speaker 1: part of the process. So, you know, for the listeners

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Speaker 1: just tuning in and for those that are here and

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Speaker 1: we just want to refresh their memory. Tim, let's just

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Speaker 1: touch on some of the basics you and I have

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Speaker 1: talked about in the past on the air as well

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Speaker 1: as you know on the side, because you and I

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Speaker 1: kind of conversed during the course of the year. I'm

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Speaker 1: sorry we missed you out at Semen. It was just

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Speaker 1: a busy, busy week. We had just so much going on,

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Speaker 1: as I'm sure you guys, did you know repair information?

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Speaker 1: Let's start with repair information first, Repair information online, the

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Speaker 1: pluses of that over. You know that that book that

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Speaker 1: I bought nineteen for the nineteen sixty seven model year,

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Speaker 1: with five thousand pages of information, and you know what's

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Speaker 1: the difference there? I mean, my god, it's staggering.

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Speaker 2: You know. Actually I started, I started at Mitchell in

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Speaker 2: the book days and it was a curious thing that

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Speaker 2: you would you would write the information as complete as

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Speaker 2: you could, right up to the moment, but you also

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Speaker 2: had latest changes in corrections for last year in the

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Speaker 2: back of the book, and a lot of people frankly

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Speaker 2: didn't get that far to see the information being updated

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Speaker 2: just for last year. Yeah, your numbers are not far off.

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Speaker 2: I mean, it is hundreds of thousands, if not millions

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Speaker 2: of pages every year. Because what you're talking about is

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Speaker 2: the manufacturer supplying all of the information and diagnostics to

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Speaker 2: fix their increasingly complex cars. All those cliches about the

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Speaker 2: numbers are true. The fact is you when you have

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Speaker 2: it online, you turn it on, and by that I

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Speaker 2: just simply mean you open up the browser and there

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Speaker 2: the product is, you know. I mean it's updated thoroughly.

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Speaker 2: It's updated every couple of weeks. So the fact is

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Speaker 2: you're staying up with the industry in terms of repair information,

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Speaker 2: wiring diagrams, technical service bulletins, everything that we can get

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Speaker 2: our hands on.

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Speaker 1: Now, you know, it used to be wiring diagrams. I

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Speaker 1: think we've got to talk a little bit about wiring diagrams.

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Speaker 1: You know, it used to be that wiring diagrams were simple.

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Speaker 1: A bulb, a hot a ground, a switch. You know.

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Speaker 1: Now you sit there and I literally I will, I

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Speaker 1: will take a wiring diagram. I'll look it up, I'll

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Speaker 1: print it from you. And you know it's nice their color.

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Speaker 1: Now you can break it down by section, you can zoom,

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Speaker 1: you can highlight. You might study a wiring diagram for

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Speaker 1: forty five minutes before you walk over to the car

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Speaker 1: to decide what it is you want to test.

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Speaker 2: That's it. That's it exactly. And rather than be it's funny,

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Speaker 2: I mean the old diagrams. You can print them out

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Speaker 2: and they fit on two pages, and it's from the

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Speaker 2: tail lights to the headlights, and you got the whole

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Speaker 2: thing as it is now. I mean, you've got to

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Speaker 2: have all the components and inputs, so that, for example,

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Speaker 2: engine performance, you're looking at the body and soul of

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Speaker 2: a complete system, and it might take you four or

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Speaker 2: five figures to represent all of that, and that does

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Speaker 2: require some study to put into action.

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Speaker 1: Yeah, and one of the nice things, now, Mitchell, you

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Speaker 1: guys will take every manufactured diagram and correct me if

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Speaker 1: I'm wrong, Tim, But this has always been my impression

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Speaker 1: that you will take the diagrams from the manufacturers and

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Speaker 1: draw them all the same, so if you know how

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Speaker 1: to read one, you can read them all. You're not

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Speaker 1: having to learn because Toyota draws their diagrams different than Volkswagon,

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Speaker 1: than g Ford, then Chrysler, you're still doing it that way, correct.

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Speaker 2: Yes, exactly. They're actually prepared by Valley Forge, who also

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Speaker 2: has Ford Motor Company and other similar clients, and so

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Speaker 2: the fact is they will put it into a singular format,

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Speaker 2: which is terrific for the aftermarket repair shops because the

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Speaker 2: guy that's working on Toyota can switch and he has

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Speaker 2: to look at an audi here what he knows how

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Speaker 2: to use those diagrams?

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Speaker 1: Right right? So for the for the consumer out there

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Speaker 1: that's listening to us right now, what does all this

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Speaker 1: mean to them? If they pick a shop that has

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Speaker 1: an information system on computer like a Mitchell, you know

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Speaker 1: what advantage does that give to them about getting their

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Speaker 1: car fixed? Why is that a prerequisite today? Because I

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Speaker 1: really think it is. I think without a computer it's

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Speaker 1: almost impossible to even attempt to repair an automobile.

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Speaker 2: It is. And really what we're talking about with our

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Speaker 2: you know, we have the industry's most complete line of

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Speaker 2: software tools, not only what the factory says, but also

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Speaker 2: the real fixes that come through sure Track, which is

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Speaker 2: the online technicians community, so that you get the best

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Speaker 2: of both worlds. Now, when you put something into one search,

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Speaker 2: the shop that you go to is getting what the

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Speaker 2: manufacturer says from the oeast side, but also the experts

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Speaker 2: that are in the technician community also chime in with

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Speaker 2: what they have so you get a more complete repair.

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Speaker 2: But also because of using our shop management system, you're

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Speaker 2: actually everything about your appointment, the greeting, the setup, the

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Speaker 2: access to repair history, the follow up as far as

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Speaker 2: your email campaigns are marketing tools to remind customers about

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Speaker 2: their scheduled services. You're from front to back. You're getting

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Speaker 2: the whole process.

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Speaker 1: In a better way now, but you've also changed of late,

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Speaker 1: and you know you've changed the way we're looking up

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Speaker 1: repair information. You've made the Mitchell database for lack of

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Speaker 1: a better way. It's kind of got its own Google

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Speaker 1: built into it right in terms of looking for stuff.

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Speaker 2: Yes, it goes one better because what it's doing is

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Speaker 2: the latest version of this is called one search, where

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Speaker 2: we do give you the oe and we're also giving

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Speaker 2: you the technicians. But once you've done the vehicle look up,

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Speaker 2: either by choosing your year, make, model or putting in

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Speaker 2: a vencode, is that you're instead of standing out in

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Speaker 2: the hallway like what do I do now, we're actually

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Speaker 2: putting you right into a new view we call jumpstart,

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Speaker 2: which is commonly commonly replaced components. What are the top

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Speaker 2: trouble codes being looked up, what are the top ten

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Speaker 2: symptoms people are looking at, and just top searches in general.

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Speaker 2: So the fact is, if you're looking at that two

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Speaker 2: thousand and eight Chevy Malibu those items that you're seeing

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Speaker 2: pertain exactly that vehicle. Oh, this is what most people

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Speaker 2: are looking for. So the difference is, you know you

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Speaker 2: can and I'll use weather as an analogy because I

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Speaker 2: know it's winner everywhere, and that is you know you

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Speaker 2: can put on you can bundle up and you can

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Speaker 2: walk down the street to the library, or you can

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Speaker 2: hop into this heated four by four cab and I'll

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Speaker 2: take you.

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Speaker 1: There, right, And that's kind of what you're doing. You

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Speaker 1: guys are doing the heavy lifting behind the scenes, making

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Speaker 1: it easier. Thank god, somebody is doing it for us,

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Speaker 1: for the technician working in the base every day.

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Speaker 2: Exactly. Your volume of information demands that we do that, right, So.

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Speaker 1: Listen, we're gonna pull over and take a pause. Tim,

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Speaker 1: I can keep you an extra segment, Tim, Yeah, when

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Speaker 1: when when we when we come back, I want to

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Speaker 1: talk a little bit about the consumer side and what

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Speaker 1: it is that Mitchell a shop management program, because I

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Speaker 1: know you've got some changes there as well, some improvements

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Speaker 1: you guys have made. And you know it's funny, I

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Speaker 1: guess you can think you can never make it better.

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Speaker 1: You guys always managed to no pun intended. I want

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Speaker 1: to talk a little bit about shop management and how

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Speaker 1: you guys are revolutionizing that as well. So stay put

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Speaker 1: on running. Ending in the Car Doctor here with my

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Speaker 1: guest Tim McDonald of Mitchell. We'll be back right after this.

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Speaker 1: Welcome back. Why don't they mean the Car Doctor have

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Speaker 1: our guests this Horaton McDonald of Mitchell.

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Speaker 2: One.

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Speaker 1: Tim, you're still there, sir, Yes, you know. So we

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Speaker 1: talked a little bit about repair and some of the

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Speaker 1: evolution that's become that from that five thousand page manual.

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Speaker 1: I started the conversation talking about but what's in it

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Speaker 1: for the consumer? Because they're out there listening and you're saying, Hey,

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Speaker 1: I just want to get my car fixed and I

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Speaker 1: expect to take it into a shop, and you know,

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Speaker 1: have it taken care of? What's what's Mitchell? What have

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Speaker 1: you done for me lately? Tim? Right? So what have

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Speaker 1: you done for him?

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Speaker 2: We're certainly addressing the request for having everything available on

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Speaker 2: a mobile platform, so it's a lot easier to be

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Speaker 2: greeting the customer and have a pro demand information on

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Speaker 2: the tablet. But also we've got something brand new called

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Speaker 2: Mobile Manager, so that I can actually be out at

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Speaker 2: the driveway and I've got all the information I need

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Speaker 2: for the customer right there. It's not like they have

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Speaker 2: to wait while I write things down and walk in

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Speaker 2: the office and do all that. I can do it

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Speaker 2: out there. And I can also do a reverse BIN

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Speaker 2: look up from their license plate, which is something I

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Speaker 2: couldn't do before.

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Speaker 1: And when you say a reverse VIN lookup, you can

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Speaker 1: bring up their plate and that will take you to

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Speaker 1: the VIN, take you to vehicle information or what exactly.

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Speaker 2: A pretty much pretty much most of the time that works.

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Speaker 1: Yes, How is that different from just looking up by

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Speaker 1: vehicle phone customer phone number that gives you the customer,

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Speaker 1: not the vehicle.

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Speaker 2: Right. Well, we're talking about greeting customers for the first time,

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Speaker 2: so it's a new entry.

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Speaker 1: Gotcha. Oh, okay, gotcha. So you're speeding up the process exactly.

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Speaker 2: Makes it a lot easier for the customer.

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Speaker 1: And I bet you it makes it a lot easier. Now,

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Speaker 1: can you then take that information once you identify the

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Speaker 1: vehicle and get the customer in using the mobile application,

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Speaker 1: can you then go backwards right outside in the driveway

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Speaker 1: and say they, you know, Geeway's I got the car?

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Speaker 1: Does this it stalls when wet thing? And then go

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Speaker 1: I'm taking your thunder, aren't I I'm just I'm just

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Speaker 1: I'm learning about this too here and uh, you know

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Speaker 1: that is kind of exciting because now what you're saying

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Speaker 1: is you can go look up that bulletin that says

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Speaker 1: stalls when wet, and there it is and show it

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Speaker 1: to missus Smith out in the driveway.

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Speaker 2: Right And just to take us back to the pro

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Speaker 2: demand repair a moment ago when I said, what are

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Speaker 2: the commonly what are the common codes and symptoms and

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Speaker 2: look ups for that vehicle?

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Speaker 1: I've got it all right there and it's all right

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Speaker 1: and it's all accessible at that point. So are we

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Speaker 1: going to get to the point where repair shops don't

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Speaker 1: need to print information anymore? Tim? Is it? Is it

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Speaker 1: going to evolve to that?

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Speaker 2: Well? It depends. You know, you always have to go

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Speaker 2: back to your local uh legal requirements and such, what

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Speaker 2: the customer has to have as far as signed estimates

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Speaker 2: and such. It does vary state by state, so they'll

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Speaker 2: always be at least some some need for that, right.

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Speaker 1: But you know, I'm seeing technicians using iPads or you know, tablets,

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Speaker 1: whatever I want to call them. They're they're they're using

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Speaker 1: tablets now instead of of printing out a wiring diagram.

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Speaker 1: In some cases, I'm kind of old school. I don't

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Speaker 1: think it's going to happen in my career. But you know,

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Speaker 1: I'm looking at the young kids working and I'm saying,

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Speaker 1: you know, the day and age of anything paper short

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Speaker 1: of the estimate and the final invoice may actually occur.

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Speaker 2: Yeah. We're already seeing inroads to that now because if

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Speaker 2: you go to pro deoman dot com and you're coming

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Speaker 2: in from an iPad or a phone, we identify that

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Speaker 2: and you're directed to a site that's optimized for mobile,

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Speaker 2: and it's just amazing navigating that on your on your tablet.

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Speaker 1: Now, anything different in the way of we're taking all

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Speaker 1: this information and always compiling and changing. Anything different in

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Speaker 1: the way of keeping track of the customer's vehicle for

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Speaker 1: the services that it needs.

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Speaker 2: In terms of.

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Speaker 1: Postcards, reminders, those kinds of things.

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Speaker 2: Have we the good news there that we're really excited about,

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Speaker 2: you know the things Every year we go to Vegas

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Speaker 2: and people say, well, what's new? And this year has

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Speaker 2: been more than ever. Everything was new this year and

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Speaker 2: that is what we have is an arm called the

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Speaker 2: social CRM, which is Customer Attention Marketing And the fact

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Speaker 2: is now that single click, from within the management software,

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Speaker 2: I can look at the customer, the vehicle, what kind

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Speaker 2: of mailings or emails they've received, what has been the response.

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Speaker 2: I've got it all in front of me now, which

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Speaker 2: is something that normally to look at Social CRM would

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Speaker 2: be a separate island. And now it's tightly integrated right

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Speaker 2: into shop.

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Speaker 1: Management, right into the shop management. You know, I look

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Speaker 1: at what you're doing on a personal note, and I

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Speaker 1: think you're doing this like the dentist's office or the

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Speaker 1: doctor's office. You know, your next checkup is, your next

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Speaker 1: appointment is, here's what we're going to do. You were

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Speaker 1: for a cleaning today, next week's the cavity filling. And

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Speaker 1: you're simplifying the process.

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Speaker 2: Yes, not only that, I mean take something as simple

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Speaker 2: as printing the lube oil sticker reminder. Not only were

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Speaker 2: we printing this, we're also setting the next appointment and

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Speaker 2: we're also entering a recommendation in the vehicle section of

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Speaker 2: the software automatically. I don't have to remember to do.

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Speaker 1: That, right. Yeah, it's all part and parcel.

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Speaker 2: It's streamlined because people forget yep, so.

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Speaker 1: Hey, Tim, where can the listeners go get more information.

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Speaker 2: Well, a couple of hints for you. You can always

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Speaker 2: go to Mitchell one dot com and get the full

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Speaker 2: story on everything that we're doing. And also, if there

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Speaker 2: should be somebody on your gift list this year who

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Speaker 2: could benefit by having a subscription of their own vehicle software,

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Speaker 2: they can go to e autorepair dot net, e autorepair

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Speaker 2: dot net and there's subscriptions there by the month, by

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Speaker 2: the year, or even four years if you feel very

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Speaker 2: fortunate about that vehicle.

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Speaker 1: So it's per vehicle, so it's something affordable for the

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Speaker 1: do it yourself exactly perfect, Tim, My best to you

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Speaker 1: and everybody out there. And Mitchell say hello to mister

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Speaker 1: Doulette for me, and we'll talk again real soon.

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Speaker 2: Absolutely best wishes.

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Speaker 1: Okay, take good Caraman and Ay and the car doctor.

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Speaker 1: We are back right after this. Hey, welcome back. Why

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Speaker 1: don't meaning the car doctor. Let's see if we can

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Speaker 1: sneak William in here from Valley Stream Long Island and

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Speaker 1: I'll see what's going on. Will youam? Welcome to the

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Speaker 1: card doctor, sir. How can I help hi?

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Speaker 2: Run?

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Speaker 3: Yes, I have a cat I have to change my

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Speaker 3: catalytic converter on my car.

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Speaker 1: Now.

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Speaker 3: I know I always talk about don't get junkie ones

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Speaker 3: and all that, but I see, I don't think you

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Speaker 3: can said ninety nine escorts, so I don't even think

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Speaker 3: they have OI anymore.

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Speaker 1: But I see, well, you know they might, Yeah, well

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Speaker 1: they might, but the problem is they're probably going to

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Speaker 1: have to make it from vendor, typically anything older than

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Speaker 1: six years for it, it becomes a available from vendor item,

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Speaker 1: and that means the vendor would have to make it

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Speaker 1: and then ship it to the dealer and so on.

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Speaker 1: So it's probably available, but you should price it now.

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Speaker 1: The other thing you have to be aware of is

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Speaker 1: in New York in California. In California it was January

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Speaker 1: of nine. In New York it was June of thirteen.

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Speaker 1: They now have stricter catalytic converter laws than anywhere else

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Speaker 1: in the country. So you know, you've got to run

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Speaker 1: a car, but California Air Resource Board compliant converter in

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Speaker 1: that vehicle even though you were in New York. So

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Speaker 1: you require a better, more stringent catalytic converter. Anyway, I

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Speaker 1: would probably look at Walker, I would go to their

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Speaker 1: website walkerexhaust dot com. I would talk to their tech people.

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Speaker 1: You know, my concern is always when I purchased an

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Speaker 1: aftermarket converter, is it as long does it have the

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Speaker 1: same material as that a week converter. Now a catalytic

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Speaker 1: converter cannot mask an engine performing problem as long as

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Speaker 1: the engine is running correct. Fuel trims are good, ignition

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Speaker 1: is good. You know, I always recommend replacing two centsors

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Speaker 1: four and a half. Whenever I do a CAT on

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Speaker 1: anything older, I always make sure that the engine is

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Speaker 1: mechanically sound, it's not burning any oil. All those are

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Speaker 1: factors that will shorten and affect CAT life. The one

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Speaker 1: downside to an aftermarket cat. If it's a little smaller,

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Speaker 1: it may not last as long. But it's a ninety nine,

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Speaker 1: you need to get another four or five years out

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Speaker 1: of it. How much more do you need? Get out

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Speaker 1: to walkerexhaust dot com and check out their tech support

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Speaker 1: bill and that should do it for you. And that

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Speaker 1: about does it for us, because this hour's flown by

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Speaker 1: till the next time I'm running any and the car

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Speaker 1: doctor reminding you good mechanics aren't expensive, they're priceless. See

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Speaker 1: you