Putting the Serve in Service – Part One

By Bill Doran

In this article, we will look at business ideas with a twist! Often, customers ask us to service their equipment, which makes so much sense. Tanks? Everyone gets that they can not fill the tank if it is not current. BCDs and Regs? Sometimes, they get it, but it usually takes these to break or fail for people to remember to bring them in. I am forever telling divers that there is a substantial difference between maintenance and repair, so please bring in your equipment for maintenance and save on future repairs.

 

If we can get divers to bring in their equipment for maintenance when we are in slower periods, we will increase our sales and bring in cash flow during our slow income times.

 

But how can we get these divers to bring in their equipment? Battery replacement is one path.

 

Below, we will look at how promoting battery replacement in the shop can increase your sales by replacing the battery in their computer and with a report that gives value to the process while promoting equipment service on BCDs, Regs and other gear. I know what you are thinking….more paperwork! It is truly little. Yet there is excellent value to the customer and cash for you!

 

Let us take a short journey into battery replacement on dive computers and see this concept in action.

 

A customer comes in and asks you to change the battery in the dive computer. Some shops say no problem and give a cost that is perhaps 20 USD plus the charge of the battery and then proceed to say that they can not guarantee that it will not leak after. Other shops say no, we do not do that. Either way, many shops consider battery change a low priority. I have seen this in many places, some better than others.

 

Before you read the two, yes two, processes below, please note that the process usually takes about ten to twenty minutes tops!

 

Do not just change the battery; test it as well. There are two tests that you can and should recommend to the customer.

1. Pressure Test – Ensure all the seals are fully intact and properly seated.
2. Accuracy Test – A test of the accuracy of the sensors. Especially if it is an older model.

If you do not have a pressure tester, many inexpensive models are now available for under 200 USD. Your suppliers will have them. Here, to the left, is one off Amazon.

If you do not have an ultrasonic cleaner, you can get them for as little as 35 US$ on Amazon. The one to the right is more expensive and is still under 100 USD on Amazon.

 

These two pieces of equipment do not take up a lot of bench space; they are affordable, easy to use, and, most importantly, a money maker for your shop. You can give better and billable service to your customers.

 

Instructions may vary depending on the manufacturer, but for our propose, we will use the below procedures for both tests as the primary point in our article is increasing income by increasing service to your customers.

 

Shop Service Report

 

If you do not have a shop service report, make one ASAP. There are many reasons for having these. See the article in this issue on “Shop Service Report – The Path to Customer Service and Profit.”

 

Watertight test

1. Get out your shop service report and start by entering the relevant information. In my shop, this is on the laptop and is a fill-in-the-blank form. You may want a paper copy; that is your decision.
2. Start with an ultrasonic bath. Always change the battery and test after and never before, as this can give false results.
3. Change the battery in the dive computer.
4. Set the computer to gauge mode. Otherwise, the customer will not have a nitrogen-clean computer. If you will have the computer for more than 48 hours, this is not a concern.
5. Start the test with the computer suspended in the air.
6. Pressurise the chamber to approximately four atmospheres. If there are damaged seals around any buttons or battery compartments, air will be forced into the spaces, thus avoiding water damage.
7. After a minute or two, slowly submerge the computer into the water and leave it there for a minute or two.
8. Rapidly depressurize the chamber pot. This causes the air to expand quickly.
   1. If there is a leak, it will be visible as a stream of bubbles; if seen, lift/remove it from the water as soon as possible, as you do not have a sealed unit. Remove from the pressure chamber per the manufacturer’s instructions, and then return to step 3 above to inspect and find the problem.
   2. If there is no steam of bubbles, you have a sealed unit. Remove it from the pressure chamber per the manufacturer’s instructions, then proceed to the point below.
9. Complete the shop service report.
10. If you are running an accuracy test, proceed to that.
11. Otherwise, prepare the customer invoice and their report copy. For me, the report and invoice are one, and since I have it on my laptop, I hit print.

 

Can you see how the above, which only takes me less than ten minutes, is better service and worth more money to the customer? Wait until you discover my secret while reading the article “Shop Service Report – The Path to Customer Service and Profit.” Then, you will see the power of service!

 

Next to the accuracy test.

 

Accuracy/function test:

1. Get out your shop service report and start by entering the relevant information. In my shop, this is on the laptop and is a fill-in-the-blank form. You may want a paper copy; that is your decision.
2. Although it is not a must-do thing, you should always recommend to the customer that they first do it after a battery change and successful air pressure test, as outlined above.
3. The test aims to ensure the dive computer accurately measures the depth compared to the chamber analogue gauge, the time recorded, and any nitrogen loading.
4. If the customer plans to use the computer in under 48 hours, set the computer to gauge mode. Otherwise, the customer will not have a nitrogen-clean computer. If you have the computer for more than 48 hours, set the computer to dive mode, as you can then run a simulation dive.
5. Place the dive computer in the pressure chamber.
6. Using the controls, increase the pressure in the chamber. Depending on the control panel and the manufacturer’s suggestion, slowly increase the pressure on the computer. The pressure chamber controls usually show atmospheres but can vary. Slowly increase pressure to 30 metres/98 feet or four atmospheres, then stop. Note this exact pressure/depth as you will need it below.
7. Leave the computer in the water under pressure for 2 to 10 minutes. The time will depend on whether you are in gauge mode – two minutes or dive mode 10 minutes. Use a timer and write down the time; it matters.
8. Quickly depressurize the pot to safety stop depth to trigger the ascent alarms and stop warnings.
9. Leave the computer to finish mandatory stops to prevent unnecessary penalties or violations.
10. Once the computer is clean for mandatory and safety stops, slowly depressurize the chamber, like a diver ascending to the surface, moving the computer into the air space.
11. Remove the computer from the pressure chamber.
12. Check the dive log and no-fly time and compare these to your notes on pressure/depth and time. Do they match? PASS. If they do not match, then the computer is a FAIL. If the computer fails, you may be able to sell them a new one.
13. Complete the shop service report.
14. Prepare the customer invoice and their report copy. For me, the report and invoice are one, and since I have it on my laptop, I hit print.

 

In this article, the service of a dive computer was a tool for seeing how we can offer more value to a customer. With truly little time, 10 to 20 minutes, we can take a small priority sale and make it worthwhile for both the customer and you. But for the big secret, read the article “Shop Service Report – The Path to Customer Service and Profit.” Then, you will see the power of service!