Best Practices for Auto Repair Customer Service

If you want customers to be talking positively about the garage or dealership you work for to build buzz in a community, you’ll need to make sure that you offer top-notch customer service. Any professional with auto mechanic training knows that good customer service is all about caring and being attentive. If you want happy customers, try to keep in mind the few following simple rules. Here are some of the best practices for auto repair customer service.

Communication is key

In general, the three complaints that most customers will have are related to pricing, an issue with the car not being fixed even after repairs, and the length of time it took for the repairs to be completed. Some of these problems can be defused in advance simply by ensuring that all of the information has been communicated properly during the initial stages of repairs. The garage or dealership doesn’t gain anything from hiding facts from customers, so make sure that you are being transparent with clients, even if it’s bad news. Customers will appreciate your honesty and understand that you’re doing everything you can to speed up the process.

Don’t rely on technical jargon

While you may be used to conversing with other professionals who possess training from auto mechanic schools, your clients will be much less knowledgeable about cars and their inner workings. When you speak in technical jargon, you risk causing misunderstandings that can have dramatic repercussions down the road. Instead, always simplify the terms you use when addressing customers. Take the time to explain certain concepts broadly to make sure that the customer is on board and understands why you need to perform various repairs.

Treat customers as partners

One of the best ways to think of customers isn’t as clients, but as partners. It will encourage you not only to be respectful, but also to be considerate of your partner’s needs. For example, always update your partner as the repairs progress. If a job is taking longer than anticipated or you’ve run into some unexpected trouble, take the time to coordinate with your partner and inform him or her of the new developments. Your partner will appreciate the extra attention, professionalism and care.

Show customers which parts are worn out or defective

You know what they say – “Show, don’t tell.” In auto repairs and auto careers in general, this is especially true.  By taking the time to show the customers some of the parts in his or her vehicle that are defective or need to be replaced, you’ll build trust. The customer won’t be wondering if you’re overcharging him or her, but will see that you’re simply trying to do your job to the best of your abilities.