You stroll into an auto shop for a routine oil change only to be hit with an unexpected recommendation for repairs that cost a lot more than what you were expecting. Frustrating, right? It’s happened to all of us. But hold on—what if those recommendations are in the best interest of your vehicle and your safety?
Let’s debunk a common misconception that auto technicians are out to squeeze every penny from your pocket. With over half a million mechanical technicians in the US, almost all are dedicated professionals striving to ensure your vehicle runs smoothly and safely. Smart repair shop owners know that it’s in their best interest to treat people fairly, respectfully, and honestly, as these are the cornerstones to a reputable business and repeat customers. In our connected world, where online reviews make or break a business, it’s never been more important to protect one’s reputation by always treating the customer right.
Communication & Handling Objections
Let’s revisit the customer that visited the repair shop for an oil change only. Most repair shops conduct a routine safety inspection by walking around the vehicle. After doing this, the technician discovers that the tire tread is so thin that a blow-out is probable. The service adviser delivers the news. The customer yells in a forceful manner, “All I wanted was an oil change, and now you’re trying to charge me $500 for new tires!” This reaction is typical. However, it’s not the whole picture.
Here’s the thing—many drivers are not proactive about getting the auto maintenance needed on a timely basis. Meaning, they wait until ‘something isn’t right’, or ‘something goes wrong.’ When these situations arise, we are glad we put some money away for emergencies. What would you do if you were the service manager? Let someone drive away in a vehicle that is in such unsafe condition?
Remember this the next time you get upset when a technician recommends a needed repair above and beyond what the vehicle is in for. It may very well be in your best interest!
There’s a better way to handle this type of uncertainty, and that’s through education. Instead of a tug-of-war or yelling at someone, ask your repair shop personnel to show you the problem and explain why the fix is imperative. Understanding this usually eases the sticker shock and builds trust.
Communication is key; skilled service managers and technicians will gladly share evidence of mechanical issues. And if you’re unsure about their diagnosis, asking to see the problem should be welcomed, not refused.
What to Do When You Drop Off Your Vehicle
Asking to see the problem is a powerful approach. But what if you must drop off your car and leave before the mechanic completes a diagnosis? This happens frequently.
If you have the impression that a repair cost seems high or excessive, conducting a quick online search for average costs can provide clarity. But remember, prices do vary based on factors like location, your vehicle’s brand, and model, as well as the severity of the issue.
Ultimately, getting a good deal isn’t just about price —it’s about trust, communication, and ensuring you’re safe on the road.
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