Why Can’t My Car Go to the Shop Just to Have an Oil Change?
The automotive repair industry has always struggled with a dishonest reputation. Questions on whether the recommended work is even necessary or is it the result of a technician having a slow day.
Owners, advisors, and technicians in this industry fight this particular battle every day.
So what has ruined the relationship between the shop and the customer?
To start this investigation we need to see ourselves as the recurring issue.
To the Industry
How can we expect our customers to see eye to eye with us if we don’t explain our process, how we do things & why we recommend preventative maintenance?
Instead, a consumer walks into a shop being recommended one thing but then can take it down the road to another shop and be told something totally different.
This right here is exactly why we deal with a dishonest reputation. Can you blame the customer? Hardly.
The stem of the problem I feel is this: Why does a customer have no problem spending money on repairs when they hear a noise or something very noticeable is not right with their vehicle but hesitates to put money towards vehicle maintenance? It’s just easier to approve work they can physically see or hear. They drive away from their appointment knowing that something was fixed and there is a very noticeable improvement in how their vehicle works.
But is it not our job to inform? So again this is our error.
Here’s a scenario that almost everyone that is either been a customer or worked at a shop will relate to. The customer brings their car in for a routine oil change. You call the customer letting them know that as we were doing your oil change we noticed a loose ball joint and that your front brake pads are worn too thin. We let them know the cost to get this fixed up will be $1,200. Now, on the other end of that phone line, the customer is frustrated. First off they are thinking what’s a ball joint and second where did these problems come from? The car drove perfectly fine when I brought it to my oil change. But because they somewhat trust you as their repair shop they give the go-ahead to get the work done. When they pick up their car they pay the bill and are still slightly unsure about the work they just spent $1,200 on. As they hop into their car and drive away they notice nothing different and potentially question whether they really needed this work and what are they going to tell me I need at my next appointment.
If you have done any training or had a conversation with me about the industry I’m sure you have heard what I am about to say. I believe confidently that if it was possible to have a “meeting” with the technician, service advisor, and customer together with their car we would never run into these issues. Right off the bat, every party would be on the same page. The customer would share their use for the car and what their plans are for it. Do they want to keep it on the road as long as possible or is it a vehicle they are limping along until the spring comes? We are okay with either answer! We understand new vehicles are fun but we do see the value in driving the same one for a longer period of time. If that “meeting” could happen, this reputation we have “earned” would no longer have a hold on us.
I honestly believe the majority of repair shops out there are honest. They recommend work the same to their customers as they would their family members or close friends.
How can we fix this lack of understanding and trust? My suggestion: give them a visual. Send a picture, video, or whatever you need to get the point across. Receiving a video with your steering tie rod end moving loosely because of it being worn is hard to argue with. At this point, they see what & why you are recommending the repair even when they did just book in for an oil change.
Now, if a customer is still annoyed by the fact you are finding concerns on their vehicle when they just wanted their oil changed then it’s time to do some training. Yes, that is right. You need to train your customer. Explain that the reason we tell them their brakes are worn before they are grinding is so they don’t need to have their family vacation ruined by an unexpected roadside failure of the brakes. When we say your steering tie-rod end is worn loose we need to train our customers it is not just us needing work but we are trying to save them money by not needing to replace their tires prematurely because the loose steering parts are causing their tires to wear. Also more importantly we want our customers to know we want to keep their family safe on the road instead of losing the ability to steer one day on a drive.
To the Customer who has Faced these Frustrations
We understand. We get that you rely on and trust us to guide your vehicle decisions. We really don’t blame you for sometimes questioning our recommendations when they are not explained properly. Making sure you understand what you are spending your money on is our responsibility. This is our problem and something we are working hard every day to change. We need to give you assurance not to leave you wondering “What next”.
You are busy, we get that. So instead of a “meeting”, we have found other ways to keep you in the loop. We can inform you through digital inspections with pictures. Better yet how about a video tour with your technician pointing out everything he sees on your vehicle explaining how it works and why it should be replaced. Pair that with a service advisor who can connect with you to go over everything the technician found and explain to you what the repairs will cost. From their guiding you to make a decision that works best with your goals on the vehicle. Whether it means getting your vehicle in “like new” condition again by completing all the work or just doing the work in steps if your budget does not allow you to get everything repaired at once. And if you make the decision that you are ready for a new vehicle, we support that too. We will make sure the vehicle is safe to drive until you find a new vehicle.
Lastly, I hope you know owning a vehicle does not need to be stressful. Getting it serviced does not have to be scary & painful. Walking into our shop should be comfortable and relaxed. We are here to ease the burden and look out for you.
We take pride in guiding your decisions. To make sure your vehicle is in the condition you need it in is our responsibility.
Leroy Martin
Owner of Leroy’s Auto Care