Quality auto repair shops bring customer service into the modern era

%b %19 %2015, %Rauto repair shop, auto repair technician, qualified auto repair shop

There are some in the auto repair industry who are cut from an older bolt of cloth. They’re gruff and short on patience. Their customer service skills are almost nonexistent. It often seems they’re a little annoyed when asked to explain the technical problems with a customer’s car in layman terms.

Today, there’s no good reason that someone would have to put up with that kind of treatment. Most auto repair shops have evolved with the times. They know that the customers are not coming to them because those customers like to hang out in a dirty auto repair shop waiting area and pay for the privilege.

When a customer comes in the door of an auto repair shop, they’re either looking for help with maintaining their vehicle, or they’re looking for help with a problem. In either case, they’ve come to a particular auto repair shop because they’re counting on the repair shop to take good care of them and their vehicle.

There are several key factors they’re counting on:

They want to know what is being done to their car and why. They want that information delivered in a way they can easily understand. This fits with the next point – trust.
They demand that they can trust their auto repair shop to fix or maintain their vehicle properly. This is essential as they are depending on the auto repair shop to ensure the customer and their family can operate the car safely. This includes ensuring that they won’t lose control of the vehicle, be unable to stop in an emergency or unable to go when they have to. It also refers to safety in terms of avoiding instances when they’re car breaks down and the customer is stuck on a deserted road where they’re at the mercy of people passing by.
Another matter of trust extends to the confidence a customer has that their auto repair shop won’t fix things that don’t need fixing, use inferior parts or overcharge for unnecessary labor. If the auto repair technician can’t explain the problem in layman’s terms, the customer is completely at the mercy of the auto repair technician’s honesty. Honesty starts with explaining the problem so the customer understands.
Customers don’t enjoy sitting in a greasy, dirty waiting room where the sitting area is filled with car seats that were removed from junk cars. There’s no excuse today for an auto repair shop waiting room that isn’t clean, comfortable and that offers the basic amenities – television to pass the time, magazines to read and fresh coffee. In terms of the latter, this means something more than a beat-up old coffee pot with day-old mud.
Good communication is essential. This goes beyond a clear explanation of the problem. It includes making sure the customer is kept up to date on the state of repairs. A qualified auto repair shop will call and check with the customer before performing service; the customer always has a right to decide based on solid information from the auto repair shop.
Finally, they want an auto repair shop that takes an active interest in the welfare of their customers. This includes providing drop-off and pick-up service. Bringing a car in for service or repairs is an inconvenience. A auto repair shop that cares will do everything it can to make the process as convenient as possible for their customers.

Denny Norton

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