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Ethics of Car Repair - 4 Ways to Improve Customer Satisfaction

In a recent ASE report on the ethics of auto repair, I learned that repairing a customer’s car is a serious responsibility. But even if the mechanics’ knowledge is impeccable, the customer is still entitled to expect a fair price. That’s where the importance of communication and honesty comes in. As a customer, you want a car repair estimate that’s fair and accurate, so second-guessing written quotes is risky business. If you are running a BMW service center, you should learn to improve customer satisfaction.

Communication:

Customer satisfaction is essential for the car repair industry, so communication is vital. Customer calls and text messages are two popular channels for communication. Text messaging allows technicians to provide information to customers without making phone calls quickly. Customers also appreciate the convenience of this method of communication. A customer can easily get a reply by text, which is also crucial for building trust. Let’s look at these ways that communication can improve customer satisfaction.

Honesty:

One of the best ways to ensure honesty in car repair is to insist that a mechanic carry out a necessary repair. If a mechanic downplays the problem, you might be dealing with a dishonest mechanic. Honest mechanics give a straight diagnosis and let customers watch their cars while getting them fixed. You may even consider taking your car somewhere else to get it repaired. There are many ways to tell if a mechanic is being honest or dishonest.

ASE code of ethics:

ASE’s code of ethics for car repair includes several principles that car mechanics should follow. Automotive service technicians must use reasonable care to fix the vehicle right the first time and maintain a system for fair settlement of consumer complaints. They must also maintain high standards for customer service and seek to prevent and correct abuses in the automotive industry. Below are some key principles in ASE’s code of ethics for car repair.

Allow customers to trust a mechanic:

Many people are not skilled enough to perform simple repairs and maintenance on their cars. Many people rely on a professional mechanic to provide preventive maintenance and simple repairs in this situation. Ethics of car repair should allow customers to trust a mechanic for the care and service they need. A mechanic should follow a code of ethics and only use proven merchandise from reputable firms.

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