That statement is an important message to communicate to customers. But, the most fundamental part of communication is listening. As Tony Lux, the Bendix Brake Answerman puts it, we should start by asking the customer what is wrong with the vehicle and what type of problem they are experiencing. Providing a checklist may help the driver give details they wouldn t normally think of mentioning. The next step is to diagnose the problem and develop a course of action.
Customers often feel more comfortable if the information appears in a professional format.
Customers will trust you more if you spend some time explaining things. For instance, most car owners know little about how the brakes work beyond the fact that pressing on that black pedal stops the car. Obtain some visual aids and explain how all this happens and show the customer how complex the system really is. Also, educate your customer to the fact that friction materials wear and must be inspected regularly to help the car owner avoid tremendously expensive repairs. But when they wear out, you begin wearing the opposing surface.