|
| |
How to Communicate for Better Auto Service
Glove Box Tips from Ted the Technician
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 franchise--good 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.
Today's technician must understand thousands of pages of
technical text. Fortunately, your required reading is much
less.
- 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 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 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.
A Word about ASE
Perhaps years ago, a shade-tree mechanic whose only
credentials were a tool box and busted knuckles was enough.
But today's quality-conscious consumers demand more.
The independent, non-profit National Institute for
Automotive Service Excellence (ASE) conducts the only
industry-wide, national certification program for automotive
technicians.
Consumers benefit from ASE's certification program since
it takes much of the guesswork out of finding a competent
technicians.
ASE certifies the competency of individual technicians
through a series of standardized specialty exams (brakes,
transmissions, engine repair, ect.) For more information read
following chapters - see links below | |
|
