Skip the auto shop - Our mechanics make house calls
  1. Home
  2. Articles
  3. Customer Service 101 For Car Mechanics

Customer Service 101 For Car Mechanics

mechanic showing customer car in driveway

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.

The statements expressed above are only for informational purposes and should be independently verified. Please see our terms of service for more details

Skip the repair shop, our top-rated mechanics come to you.

At your home or office

Choose from 600+ repair, maintenance & diagnostic services. Our top-rated mechanics bring all parts & tools to your location.

Fair & transparent pricing

See labor & parts costs upfront, so you can book with confidence.

12-month, 12,000-mile warranty

Our services are backed by a 12-month, 12,000-mile warranty for your peace of mind.

Get A Quote

Need Help With Your Car?

Our certified mobile mechanics make house calls in over 2,000 U.S. cities. Fast, free online quotes for your car repair.


More related articles

P2161 OBD-II Trouble Code: Vehicle Speed Sensor B Intermittent/Erratic
P2161 trouble code definition Vehicle Speed Sensor B Intermittent/Erratic What the P2161 code means P2161 is an OBD-II generic code for the engine control module (ECM) detecting the vehicle...
P2422 OBD-II Trouble Code: Evaporative Emissions Control System (EVAP) Vent Valve Stuck Closed
Diagnostic Trouble Code (DTC): P2422 P2422 code definition Evaporative Emissions Control System (EVAP)...
P2296 OBD-II Trouble Code: Fuel Press Regulator 2 Control Circuit High
P2296 code definition Fuel Press Regulator 2 Control Circuit High What the P2296 code means P2296 is an OBD-II code for the engine control module (ECM) detecting the number 2 fuel...

Related questions

Q: What do I need to do to become a mechanic?

Today's vehicles are complex. To be a good mechanic, you need a basic understanding of all the core educational requirements including English and math. A good understanding of computers, both how to use them and how they work, is also...

Q: Career exploration

Hello, thank you for writing in. I would be happy to share some information with you. As with most careers, this field requires constant updates and staying on top of the latest technologies. If you are interested in this career,...

Q: Advice on working as a mechanic

I'm kind of unique because I learned from my grandfather, who was a mechanic at the corner of Texaco gas station in New York when I was a kid. So I learned hands-on from my grandfather. He wouldn't teach me...