If you’re already a certified technician or are looking for an automotive technician job, paying special attention to your customers and taking the extra step to provide them with excellent service will help you succeed in your career as much as your knowledge of cars will.
Listed below are 10 customer service tips that can help you provide the customer with the best possible service experience during appointments. Customer service is very important, as a positive customer service experience can help create relationships that will lead to returning customers, as well as aid in attracting new ones.
1. Always thoroughly prepare
Before leaving for any appointment, always make sure to adequately prepare for the job. This may include making sure that you have all of the tools and parts necessary for the job, as well as the information on the repair procedure.
It is also good preparation practice to verify the time and location of the appointment beforehand, in order to minimize the possibility of tardiness. The location and time can be found under the appointment information in the YourMechanic app, or in the automated email or text message that will be sent to you the evening before the appointment.
2. Notify the customer when you are on the way
Notify the customer when you are on route to your appointment. You can utilize the “on my way” button in the app, which will record that you are on your way and will notify the customer automatically.
You can also let them know directly if you wish. The customer’s contacts can be found in the appointment information. Although the customers should be aware of the appointment time, most customers will appreciate a quick heads up letting them know that you are on your way to them.
3. Communicate with customer about the issue
When you arrive, take a moment to communicate with the customer about the issue in need of repair. Ask the customer any questions necessary to help you understand the exact nature of the issue, so that the correct repair can be carried out.
Ask them to describe any noises, or symptoms of the issue, such as vibrations in the steering wheel, or noise from the brakes or suspension. If possible, test drive the vehicle with the customer present in order to help pinpoint and verify the issue more definitively.
It is also important to maintain a positive attitude and demeanor when communicating with the customer, in order to help them feel comfortable and at ease while the repairs are being carried out.
4. Document repairs
Document all repairs carried out to the best of your ability. Use the YourMechanic app to take photos and notes on the repairs as you are carrying them out. If possible, take photos of the area being worked on both before, during, and after the work is done.
Take photos of any components that were removed or replaced. If possible, take photos of the worn sections of the components, such as the contact portions of brake pads and rotors, the inside of a belt, or the dirty side of a filter. These will provide a visual confirmation of the repairs, in the event that the work needs to be reviewed later on.
5. Test drive the vehicle after repairs are made
After the repairs are made, verify them by test driving the vehicle. This will help ensure that the procedure was carried out correctly, and that the issue has been repaired. Test driving the vehicle is especially important for jobs that are engine, brake, or suspension related, where symptoms were noticeable before the repair.
For brake repairs, carefully test and listen to the brakes to verify that they are in proper working order. If necessary, take the vehicle on a highway to adequately test any suspension or engine repairs at heavy load conditions, and highway speeds.
6. Inspect the vehicle for other potential issues
After the repairs are carried out, briefly inspect the vehicle for any other possible issues. Check the fluid level of the engine oil, coolant, power steering fluid, brake fluid, and any other fluids that may possibly be low.
Inspect the tread of all four tires and, if possible, check the tire pressure. Also remember to check the condition of the wiper blades, and to look beneath the vehicle for any signs of potential leaks. Take note of any issues that need to be addressed, or recommendations that you may have for the customer.
7. Return a clean vehicle
Always return a clean vehicle to the customer. It is important to try and minimize messiness when making any repairs; however, in some cases, such as traditional bearing replacements, that may be difficult or not possible.
Use a clean, soft rag to wipe up any grease, dirt, or debris, that was left behind while the repairs were being made. Also remember to wipe off the steering wheel or interior components, if necessary.
8. Explain the repairs in layman's terms
After the vehicle is returned to the customer, take a moment to briefly explain the repairs to the customer. Try your best to describe the repairs in layman’s terms, or with loose technical terminology, as most customers may not understand if you use too technical of terms.
If it is a brake job, take a moment to briefly explain how the brakes operate, and the nature of the components that were serviced. If a component was replaced, show them the removed component and point out the worn section, or why it was replaced. Also explain any other issues you may have noticed, and remember to ask the customer if they have any specific questions or comments that you may be able to help them with.
9. Return old parts to customer
Return any old parts that were replaced to the customer. Any components, such as brake pads, belts, or shock absorbers that were replaced or removed should be gathered and returned to the customer. This will provide the customer with physical evidence of the repairs, which can help them better understand the nature of the work done and help them feel more comfortable and at ease for future repairs.
10. Follow up on repairs
Follow up with the customer a few days after the repairs are made to make sure that everything is in order. A brief phone call or message to ensure that the customer is happy with the repairs can go a long way in strengthening customer relationships, which will not only lead to happier customers, but also increased business for both yourself, and YourMechanic.
If you’re already a certified mechanic and are interested in working with YourMechanic, submit an online application YourMechanic for an opportunity to become a mobile mechanic.