Top questions your customers should be asking you

NAPA knows that it can be intimidating for a consumer to bring his or her vehicle into a shop or dealership for repair, especially if he or she is not familiar with the lingo associated with vehicle maintenance and repair. However, next to their home, their vehicle is most likely the second most expensive investment he or she will make, so it’s important to make sure they are leaving it in the right hands when something goes awry.

“Some customers are afraid to ask questions because they feel intimidated by technicians," says Bob Arlotta, NAPA 2008 Technician of the Year.

Whether the consumer needs a problem fixed immediately or is simply searching for an auto care center that can perform routine maintenance, there are a number of important questions that all vehicle owners should ask before turning their keys over to an automotive technician. Here are some tips from NAPA to make sure your customers are asking you the right questions, and some answers you can give them to put their minds at ease.

1. Are you ASE certified?
A common indication of quality service is a certificate of Automotive Service Excellence (ASE). ASE's mission is to improve the quality of vehicle repair and service through the testing and certification of repair and service professionals.

2. What payment policies and guarantees do you offer?
It’s important that your facility’s asked about its labor rates, warranties and payment policies. Auto care centers willing to provide this information up front, in writing, traditionally produce high-quality work because they know they’re accountable for it.

3. What is your used parts policy?
Some garages have been known to pass off used parts as new to unsuspecting vehicle owners. To ensure drivers are getting what they paid for, Arlotta recommends they ask your facility about its used parts policy before having any work done on their vehicles. Does your garage sell used parts? Can customers request you only use new parts?

4. Do you have a list of references potential customers can contact?
To really find out about your facility’s service record, drivers may request a list of references who have frequented the shop before. Be prepared to provide an overview of customers' experience with your technicians and how satisfied they were with the work that was completed.

5. Can customers receive a written explanation of what work was completed?
When customers request a detailed breakdown of what repairs were done on their vehicles, it helps to hold your business accountable. Make sure your paperwork is accurate. According to Arlotta, these records are extremely important, especially when warranties are involved.

For more information on working with your customers, visit www.NAPAAutoCare.com.