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Just a Click of the Cap
The scenario is all-too-common: A customer doesn't tighten the gas cap enought and it doesn't seal properly. Soon the vehicle sensors detect a problem with the emissions evaporative control system and the Check Engine light goes on. The customer must then take time our of their busy schedule to bring the car in for service - only to discover that the cause was easily preventable by simply tightening the gas cap.
In this case, letting customers know that they need to tighten the gas cap until it clicks is the key to keeping customer satisfied. "Fifty percent of warranty claims for a CHeck Engine light are because a gas cap wasn't tightened," notes Gary Heine, Quality Assurance Powertrain Manager, TMS, U.S.A., Inc. Unfortunately, once the Check Engine light illuminates, the customer must bring the vehicle to a dealership and have it hooked up to diagnostic equipment to find the problem. This costs the customer time and energy, and results in labor costs that the delaership must absorb or pass on to the customer.
"Educating customers about the need to tighten the gas cap and what happens if they don't is essential," states Charlie Gilmore, Warranty Policy, Publications & Processing Manager, TMS, U.S.A., Inc. At the time of new or used vehicle delivery, sales personnel have ample opportunity to show each new vehicle owner how to tighten the gas cap. As an extra measure, ASMs should follow up with customers during service visits and pass along this important information. It's always a good idea to actually demonstrate the proper way to tighten the gas cap, especially with customers who have questions or concerns, or with older customers who may have weaker grips.
"We'd like to keep the inconvenience or extra cost to a minimum - and keep our customers happy," concludes Gilmore, who also adds that a properly sealed cap also helps keep vehicle emissions to a minimum. Reducing unnecessary visits, increasing customer satisfaction and being environmentally conscientious at all just a gap cap click away.
