The most effective way to Communicate for Better Automotive Service

36354181 - customer giving her car keys to mechanic at the repair garage

Today’s cars are equipped with digital dashboards, oxygen sensors, electronic computers, unibody construction, and more. They run better, longer, and more efficiently than models of the past.

But when it comes to repairs, some things stay the same. Whatever type of repair facility you patronize–dealership, service station, independent garage, specialty shop, or a national franchise–good communication between the customer and the shop is vital.

The National Institute for Automotive Service Excellence recommends the following tips:

Do your homework before taking your vehicle in for repairs or service.

  • Read the owner’s manual to learn about the vehicle’s systems and components.
  • Follow the recommended service schedules.
  • Keep a log of all repairs and service.

You know your car better than anyone else. You drive it every day and know how it feels and sounds when everything is right. So don’t ignore its warning signals.

Use all of your senses to inspect your car frequently. Check for:

  • Unusual sounds, odors, drips, leaks, smoke, warning lights, gauge readings.
  • Changes in acceleration, engine performance, gas mileage, fluid levels.
  • Worn tires, belts, hoses.
  • Problems in handling, braking, steering, vibrations.
  • Make a note of  when the problem occurs.
  • Is it constant or sporadic?
  • 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?

Once you you are at the repair establishment, tell them what you know.

  • Be prepared to describe the symptoms. (In larger shops you’ll probably speak with a service writer/service manager rather than with the technician directly.)
  • Carry a written list of the symptoms that you can give to the technician or service manager.
  • Resist the temptation to suggest a specific course of repair. Just as you would with your doctor, tell where it hurts and how long it’s been that way, but let the technician diagnose and recommend a remedy.

Ask questions.

  • Ask as many questions as you need. Do not be embarrassed to request lay definitions.
  • Don’t rush the service writer or technician to make an on-the-spot diagnosis. Ask to be called and made aware of the problem, course of action, and costs before work begins.
  • Before you leave, be sure you understand all shop policies regarding labor rates, guarantees, and acceptable methods of payment.
  • Leave your contact info so you can be easily reached if any issues should arise.

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