On being Ripped Off…

Despite popular sentiment, there is a lot right with the automotive industry, but regrettably there is a lot wrong as well. Nearly every car owner has a horror story – or knows someone who does. Tales of being ripped off, overcharged and taken advantage of are everywhere.

It is true – that there are some dishonest shops and technicians out there and a some of these stories fall into that category. Unfortunately “buyer beware” is the way of the world.

A portion of these tales can also be attributed to incompetence. Technology has turned our industry in to a highly skilled field. A commitment to continuing education is a must and not everyone makes that commitment.

Poor communication skills are actually the biggest culprit in many cases. Technicians and service writers who speak “mechanic” and don’t take time to talk to the customer - confuse, intimidate and silence people. Inaccurate estimates, unclear explanations, failure to answer questions, unmet expectations, condescending attitudes and repairs not being completed on time all put consumers on the defense.

Consumer education is a critical component in providing quality customer service. The willingness to answer questions and clearly explain things to the car owner helps to builds trust and peace of mind.