Unfortunately, every profession has some bad actors that hurt the reputation of everyone else. We, in the automotive world, are very committed to high ethical standards, yet some people are uncomfortable with automotive service and repair.
If we understand what’s recommended and the benefits of taking care of the work and the pitfalls of putting it off, we will have more trust in the recommendation. Communication is key! It’s similar to going to the doctor and hearing medical jargon. He/she may take for granted basic medical knowledge to follow doctor’s train of though. It can be like that with your service advisor too. He’s so familiar with all things automotive and may forget you don’t know a PCV from an EGT.
If you don’t understand what your doctor’s talking about, ask some questions. If you don’t understand what your automotive advisor’s talking about, ask some questions.
When we hear a repair recommendation, we may ask ourselves, “Is this really necessary?” The industries ethical standard must meet the following criteria:
1. The part no longer performs its intended purpose.
2. The part does not meet a design specification.
3. The part is missing.
For example, it you take your car in for a grinding noise when you step on the brakes, you may just think you need new brake pads. After the inspection, the technician says that you have a cracked rotor and need to replace it. If you asked him to just put new pads on, he would have to decline the repair because the cracked rotor would be unsafe to drive. The brakes could fail at anytime. They need to be repaired correctly.
A technician may also suggest repair or replacement if:
1. The part is close to the end of its useful life – just above discard specifications or likely to fail soon.
2. To address a customer need or request. For instance, a better ride or increased performance.
3. To comply with maintenance recommended by the vehicle’s manufacturer.
4. Based on the technician’s informed experience.
If you are uncomfortable with a recommendation, ask questions. More information is always a good thing! The Technicians and Service Advisors at Old Town Automotive are always happy to make ethical recommendations and properly educate customers.
Give us a call!
Revised from content contributed by NAPA Service Assistant