Estimation of remaining brake pad life

[Terry D. Brust]

I am looking for some help with this subject. Example....Customer is advised that brakes are worn and may have 10k miles of wear left, (in our opinion). Customer returns 5 thousand miles later with brakes grinding. Of course the customer is less than happy that we told him we thought he had 10k left but now finds brakes worn out prior to that and to add insult to injury the rotor has been damaged. I know that If I asked three different techs to inspect brakes on the same car I will probably get three different opinions of how many miles a customer may expect to get from remaining pad material. Telling the customer what percentage of brake pad life that the have left only seems to muddy the waters even more. How are others advising customers of brake wear and antisipated life left with out losing credibility when our estimates of life have been far more than achieved.

Do we suggest that brakes have life left but I cannot determine how long?

Do we advise customer that "our opinion" says that you may expect XXXX miles.

Do we provide customer with a written disclamer explaining that we cannot be held responsible for brakes that wear out faster that we thought because each customer has different driving habits?


Thanks

Terry

[Greg01]

Try telling them they have *approximatly* 10% left, or 30% left, etc. Instead of a specific number of miles in their mind, now they have an idea of how worn they are.

Greg

PS - I say approximatly, because that is exactaly how most brake inspections are performed (by eye). If your guys actually take the pads out and measure them, then go right ahead and tell the customer they have 17.36% left. (said in a joking tone)

[NetProfits]

In my opinion, a brake inspection is a brake inspection! This means that the wheels should be removed and the brakes inspected with some care, after all, it is a safety issue, isn't it. Anyone inspecting brakes " by eye " and having the gall to report mileage or percentage findings back to the customer, should do a checkup from the neckup on themselves. These are the types of reasons our industry lacks credibility and perceived lack of value. If you are in the technical profession, walk the talk. This means, remove the brake pads when necessary to measure thickness or measure thickness on the car only when it's possible to gauge the inner and outer pads. Then, based on the thickness of a new pad set, you can accurately and professionally report percentages remaining or worn to the customer, with confidence that what you are reporting is a fact and not a guesstimate. After all, we are supposed to be the experts, aren't we?

[sallen1]

Everything with brake pad life is an estimate: We have people that are two-footed drivers and chew through pads rather quickly. Others seem to hardly use their brakes at all.

However, don't brake pads have a little metal sensor that starts squeeling when it's time to service? Maybe you need to train your customers to listen for that noise instead of the destructive grinding you mentioned above.

scott

[robc]

When faced with this question, one little trick I noticed in a store recently were advisors looking to convince the customer to come back for the next LOF and I'd check them again if they were even close.

They'd usually say something like, "we noticed they are on the lower part of thier life. Maybe they have 5,000 miles left or maybe it's 15,000 miles - next time you're in for an oil change remind me and I'll have one of techs walk over and check them again for you."

It is surprising how many people would remind the advisors to that they told them to check their brakes ... which meant they came back to me for their LOF and made the selling of brakes a snap.



------------------
** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

[nobray]

We have instituted a policy of giving the customer a reasonably exact measurment of the remaining pads or linings and giving them the original thickness measurments. Now there is no scaring a customer into work not needed and we don't have to take any static from a customer who eats up his rotors.

[tom_davis]

Seems like what you are looking for is in the GM "On the Roll" or Ford's :Around the Wheel" programs. Both require exact measurement for both brakes and tires

[scott m]

After 20 years in fixed ops I have been bitten by that bug too many times. Many big name non-dealer shops have been giving customers specs on original pad/shoe thinkness vs. remaining and look more professional doing it. Dealers who choose the sell the fuzzy "around 15-20%" continue to reinforce fear,dought and disatisfaction from their customers by doing so. It takes more effort and time to change this process but I think is is well worth it.