Effective
Communication With Your
Auto
Mechanic is Easy and Important
By Daryl Hardwick
Daryl’s Automotive
Despite advanced self-diagnosing technology, customers and
auto repair shop operators still need to engage in good, old-fashioned back and
forth communication.
There is just no
way around it, and misunderstandings are often troublesome and expensive.
We see this constantly in the
auto repair
business. A
common part of conversations between a
repair
facility representative and a customer includes
statements such as:
·
"I didn
·
"You never told
me it would cost that much money!" or
·
"I never promised
that!" and the all time classic:
·
"That's not what
I told you to fix!"
Why so much confusion and misunderstanding?
It is simply due to a lack of clear and
effective communication.
Picture this: It is 7 a.m. on a Monday morning. You are
running late, and on the way into work you have to drop your car off for
service. The car just doesn
Needs a Tune-Up
Your co-worker agreed to meet you at the repair shop to
give you a ride to work.
You can't make
him late too! You arrive at the shop anxious and flustered; drop the keys on the
service desk; and abruptly say to the service writer as you run out the door:
"It needs a tune-up. I
Two major communication errors are likely to occur in this
scenario. First, you assumed all that was wrong with your car was that it
needed a "tune-up.” With computer controlled cars nothing could be further
from the truth. Remember the self-compensating nature of the car
The service writer made communication error number two. His
job is to find out exactly what is going on with your car before letting you
out the door. Failure to do that nearly always results in poor service work.
That is because you drive your car every day, and you know
in your bones how it feels and sounds when everything is right.
And when it is wrong you know it almost
instinctively. You have to be your auto technician
Repair Process
You need to use all of your senses to inspect your car
regularly.
Here's a quick run down of
what you need to check for and what you need to communicate about in order to
help make the repair process go smoothly:
* Unusual sounds, odors, drips, leaks, smoke, warning
lights and weird gauge readings;
* Changes in acceleration, engine performance, gas mileage
and fluid levels;
* Worn tires, belts and hoses; and
* Problems in handling, braking, steering and vibrations.
You also need to note when the problem occurs:
* Is it constant or intermittent?
* When the vehicle is cold or after the engine has warmed
up?
* At all speeds? Only under acceleration? During braking?
When shifting?
* When did the problem first start? When turning right or
left?
Once you are at the repair shop, communicate your findings.
Be prepared to describe the symptoms. Carry a written list of the symptoms that
you can give to the service writer.
Make sure you communicate this vital information to your
service provider in your own terms! Don
Technician
Diagnoses
Resist the temptation to suggest a specific course of
repair. Do it the same way as you would with your family doctor. Tell where it
hurts and how long it has been that way, but let the technician diagnose and
recommend a remedy.
Stay involved and ask questions. Ask as many questions as
you need answered so you will be sure you understand and so you will know that
the technician understands you. Do not be embarrassed to request simple
definitions of technical terms. Avoid shops that refuse to communicate with you
or where you feel you are being patronized.
Don't rush the shop to make a quickie on-the-spot
diagnosis. Ask to be called and appraised of the problem or problems, course of
action, and costs before any work begins. Before you leave, be sure you
understand shop policies regarding fees, guarantees, and acceptable methods of
payment.
If followed, these basic principles will render an
effective repair process every time for both the customer and the
repair shop
. Cutting
communications short to save time and immediate effort is short-sighted, and it
usually results in more time, energy and money expended in the long run. The
time it takes to communicate is a small investment for the return ...so do it!
And as always, you can email me with any questions or
comments at:
daryl@darylsautomotive.com