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How to Communicate for
Better Automotive Service
Today's cars, light trucks, and sport-utility vehicles are high-tech
marvels with digital dashboards, oxygen sensors, electronic computers, unibody
construction, and more. They run better, longer, and more efficiently than models of years
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 franchisegood communications between customer and shop is
vital.
The following tips should help you along the way:
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.
When you think about it, 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 I 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.
- Note when the problem occurs.
- Is it constant or periodic?
- 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?
Professionally run repair
establishments have always recognized the importance of communications in automotive
repairs.
Once you you are at the repair establishment,
communicate your find ings.
- 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 physician, tell where it hurts and how long it's been that way, but
let the technician diagnose and recommend a remedy.
Once you you are at the repair establishment,
communicate your findings.
- 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 physician, tell where it hurts and how long it's been that way, but
let the technician diagnose and recommend a remedy.
Stay involved. . . 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 apprised 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 a telephone number where you can be called.
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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