Tag Archives: customer service

The "dealership" doesn't love you

The "dealership" doesn't love you

  I just got off the phone with yet another customer that is tired of getting the run-around from "the dealership".  Which one?  Does it matter?  I field these calls regularly and I spend my time commiserating with customers that just want to be heard.  They want to know what the urgency of the recommended repair is.  They are tired of scare tactics and huge estimates that "HAVE TO BE DONE IMMEDIATELY" because the car is broken.  Do I want to fix all the things that are wrong with your car?  Of course!  Am I going to try to scare you into a repair that doesn't need to be done today?  Of course NOT!  Why?  Because that's not how I like to be treated.  *whew* Sometimes you just have to vent.  Why does this upset me so much?  Because every time a person comes out of an experience like this their impression of the auto repair industry as a whole suffers.  It makes my job harder be ... read more

For those who "don't know anything about cars"

For those who "don't know anything about cars"

We constantly hear the phrase "I don't know anything about cars" from our clients, customers and friends.  Guess what?  Most people are in the same boat.  A new vehicle rolling off the production line today can have 25 or more modules (computers) that control every function in the car.  With the advent of fuel injection, "drive by wire" and CANbus systems your car works nothing like a car produced 30 years ago.  When you push the gas pedal there is no mechanical link between the pedal and the engine, it's all sensors, wires and computers.  There are no more relays and switches, the turn signal stalk sends a signal to the computer to turn on the turn signal. What this means is that most people have a vague notion at best of the inner workings of their own vehicle.  Unless you are in the automotive profession and have kept up with the changes in vehicles there is no reason for you to know exactly what's going on un ... read more

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