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Your customer expects perfect service. That means more than just repairing his car, but caring for it until the moment he drives home. Follow these tips to make sure your customers will be happy with every aspect of your service.
The Customer's Car Is a Shrine
To you, cars -- except maybe your own -- are a collection of mechanical devices that you maintain, repair or replace as needed. For many owners, cars are more than that. Their cars are private places. Every time you climb into someone's car, you are an intruder, even if the owner handed you the keys.
Watch Those Seat and Mirror Adjustments
If possible, don't adjust the seats or mirrors. Obviously, if you must test-drive the car on public streets, adjusting the seat and mirrors is a safety issue. But be sparing. For example, while it may be necessary to move the seat forward or back, you shouldn't have to adjust the seat height, pitch or backrest angle.
Once you've completed the test drive, be sure to return settings to their previous positions. Write yourself a reminder with the seats and mirrors' original settings.
Tread Lightly on HVAC Settings
Don't change the car's temperature or air settings unless the repair work requires it. Again, noting the original settings is a good idea. If you make any changes and fail to write down or remember the customer's original settings, just turn the unit off.
Watch for Dirt and Grease
Grease and dirt are part of your job, but a customer doesn't want to be reminded of that when he gets into his car. Make sure your hands are clean and seats, carpeting and door panels are protected from contamination before you drive the car. Your shop should have temporary seat covers and paper floor mats for you to use. Often a service writer will install these before you start your work.
Leave Audio Equipment
“I once took my car in for service and the mechanic reprogrammed all of my radio stations,” says Elaine Henry, an auto service customer from Avon, Connecticut. “He took my favorites out and put his favorites in. I wasn't happy.”
Leave the customer's station and tone settings alone. You can turn the audio system off; it might be necessary anyway to hear sounds you must monitor during a test drive. If you must disconnect the battery, record the settings on the audio system so they can be restored after the battery is reconnected.
Leave Private Storage Areas Alone
Stay away from stored items. Leave the glove box, center console and door pockets closed, unless you have a service-related reason to enter them. Even a complimentary vacuuming can mean trouble, as your customer may feel uncomfortable if his belongings are moved. Ask for permission first.
No Food, Drink or Smokes
The test drive is no time for you to snack, drink or smoke –– even if the debris in the car indicates that the owner is a chain-smoking, coffee-drinking, snack-consuming driver.
Report Any Damage
If you cause any damage to a customer's car while driving it, report it immediately. Honesty is the best policy.
By the same token, examine the car before you drive it. “You should notice, and note on the work order, any body damage before you drive the car,” says Bill St. Hillaire, a service coordinator at Gengras Chrysler-Dodge-Jeep in East Hartford, Connecticut. “They say, ‘buyer beware,' but technicians should beware as well.”
Returning a repaired and otherwise untouched car can go a long way toward creating customer satisfaction.
