Upholding Service Standards

At some point in your life, you have probably used a checklist. Many people use them when planning a vacation, moving to a new house, or organizing some sort of special event. In business, checklists are often used on a day–to-day basis because it is an effective way to not forget any important steps while working toward a certain outcome. When you think about the significance of not forgetting important steps of a process, it becomes clear why auto repair shops are typically advocates of such checklists. Simply put, checklists are a tool that is used to uphold service standards to a particular level. Moreover, there are few industries where holding employees to such standards rigorously is so important. After all, if they miss an important step during maintenance or repair processes, they could wind up hurting your vehicle and possibly your wellbeing or the wellbeing of others on the road.

One of the ways that you can spot a top notch auto repair shop is by examining or asking about their procedural standards. Every shop performs procedures, but the best in the business have strict procedural standards for every single service that they offer. Each technician is intensely trained to uphold such standards so that they can perform any service step by step using the same methodology each and every time. Checklists are always available to them as a tool so that they know how to go through the motions properly, but after some time, the real goal is to have certain quality standards become ingrained in their DNA. When a mechanic can perform any service on your car while upholding standards in a way that comes second nature to them, it only furthers their ability to provide quality results 100%  of the time. This will undoubtedly leave you as the customer happy with not just with the state of your vehicle, but with the knowledge, attitude, and diligence of your service provider.

The auto repair industry is a very competitive business and at any moment, there could be a dozen shops in your area all vying for your business. This is why as a whole, those who succeed best within the industry are extremely committed to the standards encouraged universally as well as those they create themselves based on target market. In general, holding to standards of excellence helps auto repair techs to serve you as the customer more efficiently, but it also helps the business itself to run like a well oiled machine.

To understand a bit about a repair shop’s standards, you should never be afraid to ask questions to any customer service representative that you talk to, whether in person or on the phone. If the shop has standards that they are proud of and stand behind, they will have no problem with sharing them as well as any procedural information with you as the customer. Being transparent is one of the best ways that they can define their commitment to you and demonstrate trust while upholding service standards every time they see you.

For instance, most technicians have a particular way that they grade vehicle problems and then communicate their recommendations to you as the customer. This grading system involves an evaluation of a problem in order to determine whether a part needs to be serviced, repaired, or replaced. If a part is overly oily, dirty, rusted, or clogged, it just may need to be serviced via washing, flushing, cleaning, sanding, or unclogging. If a part has been cracked, chipped, or broken in a minor way, it can often be repaired or rebuilt, which is usually less expensive than a replacement. If a part is damaged beyond repair, missing, fails to meet particular design specifications and new government recommendations, or can no longer perform in the way it was intended to, then replacing it is typically the only option.

Remember that you as the customer are in charge!

Keeping a strong line of communication between auto repair shop and customer is extremely important for facilitating a strong bond and getting repairs done efficiently. But above all else, the auto repair techs need to listen to your wishes. This means that if they recommend that they can repair a part for half the price it would cost to replace it, but after they have explained this, you decide to go ahead with the replacement anyway, they need to honor those wishes. By the same token, you as the customer must also understand what the physical and legal limitations of your auto repair shop is.

 

You see, while a good trustworthy mechanic will always try to save you money, they will never do so at the expense of your vehicle’s integrity, or your safety. This means if you want to pay for a band aid when the service center is certain a replacement is needed, know that they have an ethical right and duty to refuse performing a partial service, especially if they feel doing so would create an unsafe driving environment for you and those around you. Such a conversation could be unsettling, especially when you are tight on funds and need a drivable vehicle, but this is all the more reason why being able to communicate effectively with your mechanic is so important.

A good auto repair shop wants to build a strong relationship with you built on your ongoing trust in them and their ongoing commitment to serve you. Upholding particular service standards is simply the best way to begin facilitating such a relationship. Doing so is what will keep your vehicle in the best shape and safest condition. It’s also what will keep you coming back time and time again.