Customers coming to an auto repair shop want varying degrees of information. Some customers may want to have an in-depth discussion of the needed repairs with an explanation of what, where and why. Others want their vehicle to be repaired. No explanation needed.
I recently took my granddaughter to the Critter Barn in Zeeland. She loves petting the bunnies and watching them hop around. We were fortunate enough to have one of the staff members show us the newborn bunnies and share some information about rabbit genetics and behavior. It was very interesting to me and I appreciated the staff being willing to educate us. However, my granddaughter who is three, just wanted to pet the bunnies. That is what she did while I chatted with the staff member. We both left the Critter Barn with the experience/information that we valued and were satisfied with our visit.
The goal when a customer comes in is to ascertain what their level of needed information is, answer any questions and have them feel comfortable with the decision to repair their vehicle. We may be the experts, have the information and know why a certain service or repair should be performed but ultimately, making the customer feel that they were heard is an important part of the repair process.
We always welcome your questions and will answer them. We also respect that you may want a safe, reliable vehicle and don’t need to know how that happened, just that it did.
