You Can Do It Your-Self! (Maybe) When Should Consumers Install Their Own Accessories? By Tom Balek

“Some assembly required.”

You’ve seen the cartoons depicting a heartbroken kid by the Christmas tree, devastated because his dad couldn’t put his new toy together. And you probably know a guy who seemingly can build an F-15 in his garage over a holiday weekend.

Consumers come in all sizes, shapes, and levels of do-it-yourself-ability. Installation of the wide variety of new truck and SUV accessories is something that most of us can do ourselves — or not. Well, it depends.

It depends on a number of variables. Some consumers are very mechanically inclined, while others don’t know which is the business end of a screwdriver. Some accessories are easy to install. Others really are rocket science. Some manufacturers provide clear, well-illustrated instructions. Others--well, don’t get me started.

Quality

Truck/SUV accessory dealers know which brands of product are easy and which are difficult to install. They have to know in order to operate profitably. Dealers will most often choose to sell products by manufacturers with good quality processes: thorough and accurate engineering so that parts fit and operate correctly, careful packaging so that parts are not missing or incorrect, and accurate, easy-to-follow instructions. Successful accessories dealers won’t trade a smooth installation and consistent product quality for a slightly lower price. And what’s good for the dealer is good for consumers.

Facility

Do consumers have a good place to work? Do they have the required tools? Even though some installation jobs are not difficult in the dealer’s shop, it may be a different story in the customer’s driveway.

For example, installation of a set of heavy-duty splash guards seems like the simplest of tasks, and many consumers will choose to save a few bucks by installing them at home. But while this job takes only a few minutes with the truck body raised on a hoist and using an air-powered angle drill with self-tapping screws, it’s a different process on the ground with typical homeowner’s tools. On the driveway, the wheels may need to be removed to pre-drill the required holes with a regular drill, and it’s more difficult to place, level, and attach splash guards at ground-level than up at a comfortable working height. Knowing these facts, most consumers would gratefully pay a modest installation charge rather than tackle the job.

Many accessories can be installed quickly and easily on the driveway or in the garage with ordinary handyman tools. Some people like to buy tools while others are trying to save money and work with basic tools, so the customer must know his own tolerance level for frustration. Items like step bars, bed rails and caps, bug shields and most tonneau covers don’t require special tools or facilities. Even the high-tech new electronic diesel performance modules are pretty straightforward.

Questions to consider: What tools are required? Is the product heavy or awkward so that a helper will be needed? Should the job be done indoors or in a warm environment? Are there any important safety considerations? Is the customer willing and able to get dirty, fight rusted bolts, and squeeze under and around tight spaces?

Complexity / Difficulty

Most truck/SUV accessories have been designed for easy installation. Some are more time-consuming and involved than others. But physical dexterity and experience is not usually all that important. The key to a successful installation is a clear understanding of the process, which is made up of two parts — the consumer’s comfort level and the quality of instructions and support.

The better manufacturers provide access to installation instructions on their Web sites. Some even provide video presentations. A review of these instructions at the time of sale will usually indicate whether the consumer is up to the task.

You must consider that installations make a profit, so it is important to sell the value of the professional service your experienced installers provide. But selling the product is better than selling nothing. Sometimes the customer needs the product immediately, and your installers may be too booked to handle it in time. If you determine that DIY installation is appropriate you need to decide how much time to spend with the customer and what advice to give. You may also consider offering your own telephone help if they get stuck, or even offering to finish the install if they bring it back with parts in hand. Keep in mind that going the extra mile to provide customer service will also go a long way toward creating a happy customer — one who will return to purchase more DIY and do-it-for-me accessories. Regardless, it is always appropriate to walk through the installation steps with consumers to make the job easier and more comfortable for them. If consumers understand the product and the installation process, and are enthused about the job, turn them loose.

But glitches inevitably occur, and in these instances it is vital that consumers have access to technical support from the manufacturer, including a knowledgeable and supportive person available by phone. If one area of customer service in our industry needs attention, this is it — tech support by accessories manufacturers is still pretty spotty. Consumers should be warned that tech support is almost never available after regular business hours or on weekends.

Risk of Failure

In many cases, if consumers just aren’t able to complete the installation, they can still get help from the dealer or a shop and get the job finished. But some jobs don’t allow any room for error. Improper installation of electrical devices can cause serious and dangerous problems. Some installation boo-boos can affect vehicle handling, operation, or performance. Any work that involves a safety risk, or the chance of damage to the vehicle (especially any that could cause warranty concerns), should be left to professionals.

Some installations also carry financial risk. We all love the new accessories that stick on with aggressive double-sided tape. The downside is you only get one chance — if consumers screw it up, they will either have to buy a new one or live with an ugly or poor-performing product. For this reason I do not recommend customer installation of stainless steel rocker panels, vinyl graphics, or other fairly expensive “stick on” items without prior experience.  

Do it yourself, or pay a professional? Installing one’s own accessories can      be fulfilling and fun, and a good way to save a few bucks. It can also turn into a nightmare. With a little research and preparation, a dealer and      consumer will, together, make the right decision.