Auto Repair Improves With Good Communication

If repair fraud is one of your fears, you're not alone. The National Better Business Bureau reports that auto repair and service is a leading consumer complaint. But this industry is not burying its head in the sand. Instead, it's turning the fraud fiasco into an opportunity, and motorists are the beneficiaries.

"Professional shop owners are going the extra mile to build this trust, especially when communicating with customers."

The key words are trust and communication. Because it takes communication to build trust, car owners and their technicians must not only communicate, but communicate effectively. How is that done? Here are some suggestions.

First, inquire about your technician's ASE (Automotive Service Excellence) credentials. This "communicates" that you expect the person who repairs your car to be judged competent by the standards of a national organization.

Second, take a list with you that "communicates" every aspect of your car's problem. It's not enough to say you're having brake trouble. Does the car shimmy when it comes to a stop? What about when you're slowing down but don't come to a full stop: What does the noise sound like? These are the things customers often forget to mention, yet they are priceless tools for the technician, saving him valuable diagnostic time.

The third "communication" suggestion is the most important. Get a written estimate that includes a statement saying no additional work will be done without your authorization. This is also the time to inquire about the warranty offered on the work and parts. If you're new to this facility, and want to double-check their diagnosis, get a second opinion. If the estimate sounds too pricey, call other shops and see what they'd charge for that job.

Fourth, read your bill. If you have any questions, ASK. Make sure the repair warranty you discussed earlier is included.

Fifth, when you pick up your car, drive it around the block BEFORE you pay the bill. If the problem still persists, it's easier to "communicate" your concern at this point.

Finally, there is the advantage that plastic has over real, live, paper money, and that is recourse. If you have a problem with a service facility, simply notify your credit card company that you are dissatisfied. Until the dispute is settled, you won't owe the repair shop a dime.

The extent to which your service center can satisfy you is somewhat dependent upon the information you provide. Communicating what you expect of them is the best way to enjoy a long and happy relationship with your automotive technician.

The Car Care Council offers a free pamphlet called, "HOW TO FIND YOUR WAY UNDER THE HOOD AND AROUND THE CAR." To receive a copy, send a self-addressed, stamped envelope to Car Care Council, Department UH, One Grande Lake Drive, Port Clinton, Ohio 43452.