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Choosing the Right Repair
Shop
No matter what you drive - sports car, family sedan, pick-up, or
mini-van, when you go in for repairs or service, you want the job done right. The
following advice should take much of the guesswork out of finding a good repair
establishment.
Don't just drop your vehicle off
at the nearest establishment and hope for the best. That's not choosing a shop, that's
merely gambling.
I. Preliminaries
- Read your owner's manual to become familiar with your vehicle and
follow the manufacturer's suggested service schedule.
- Start shopping for a repair facility before you need one; you can
make better decisions when you are not rushed or in a panic.
- Ask friends and associates for their recommendations. Even in this
high-tech era, old-fashioned word-of-mouth reputation is still valuable.
- Check with your local consumer organization regarding the reputation
of the shop in question.
- If possible, arrange for alternate transportation in advance so you
will not feel forced to choose a facility solely on the basis of location.
Once you choose a repair shop,
start off with a minor job; if you are pleased, trust them with more complicated repairs
later.
II. At the Shop
- Look for a neat, well-organized facility, with vehicles in the
parking lot equal in value to your own and modern equipment in the service bays.
- Professionally run establishments will have a courteous, helpful
staff. The service writer should be willing to answer all of your questions.
- Feel free to ask for the names of a few customers. Call them.
- All policies (labor rates, guarantees, methods of payment, etc.)
should be posted and/or explained to your satisfaction.
- Ask if the shop customarily handles your vehicle make and model. Some
facilities specialize.
- Ask if the shop usually does your type of repair, especially if you
need major work.
- Look for signs of professionalism in the customer service area: civic
and community service awards, membership in the Better Business Bureau, AAA-Approved Auto
Repair status, customer service awards.
- Look for evidence of qualified technicians, such as trade school
diplomas, certificates of advanced course work, and ASE certifications - a national
standard of technician competence.
The backbone of any shop is the
competence of the technicians.
III. Follow-Up
- Keep good records; keep all paperwork.
- Reward good service with repeat business. It is mutually beneficial
to you and the shop owner to establish a relationship.
- If the service was not all you expected, don't rush to another shop.
Discuss the problem with the service manager or owner. Give the business a chance to
resolve the problem. Reputable shops value customer feedback and will make a sincere
effort to keep your business.
National Institute for
AUTOMOTIVE SERVICE EXCELLENCE
13505 Dulles Technology Drive, Suite 2 · Herndon, Virginia 20171-3421
(703) 713-3800
Fax: (703) 713-0727
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