In automotive repair, effective communication is key to getting the job done right the first time. If service
advisors have done their jobs properly, they know exactly under what conditions the problem occurs. They
know what the customer’s concern is. During the repair process, they have kept the customer in the loop so
there are no surprises when he or she comes to pick up the vehicle. If the job is a big one, they have discussed
what the customer’s intentions are for the vehicle and have come up with repair options that they have fully
explained to the customer to help them make an informed decision. Shutterstock
Example 1
Suzie Customer comes into XYZ Auto Repair because her 1998 “Zorch” is
making awful noises on acceleration (reminiscent of those sounds at the
racetrack when a racer’s engine blows up shortly after leaving the line, knock-
knock-knock-rattle-rattle-rattle). Joe, the mechanic, diagnoses the sound:
crankshaft bearings. He gives Suzie a repair quote that’s more than the car is
worth. She tells Joe she can’t afford it, but she needs the car. Can he fix it
cheaper? Joe tells Suzie he won’t do it any cheaper, because he can’t guarantee
the job would last. He advises her to take the car elsewhere for repairs. Could
this situation have been handled differently to help Suzie? Or is she a lost cause?
I used this example because, several years ago, I found myself in such a
situation while working at a large shop as the assistant service manager. A single
mother in dire financial straits came into the shop with a car that sounded like it
had 12 angry trolls banging their hammers under the hood. I didn’t know