Dear YallaMotor Readers,

Today I write for all drivers out there and those professional automotive service advisors / consultants servicing our vehicles.

In the next few rich paragraphs I will help transform automotive service job card writing into a systematic painless workflow resulting into happy customers / drivers.

1- Always technically understand and master the automotive brand you are working with, understand fluid viscosity, all dashboard features and benefits, engine specifications and gear ratio, tire inflation and speed rating, and most importantly, memorize all manufacturer recommended intervals thus will enable you to better service all your clients.

2- Welcome all your customers with warmth and introduce your self with a hand shake and a professional business card. Once you initiate a job card, immediately obtain their mobile number even if they decide to wait in the customer lounge. This will enable you to get in touch as soon as they step out to take a walk outside of the dealership or workshop. Remember to mark their job card or service work order with (W) if they are waiting and (D) if they are dropping off.

3- Always ask necessary questions, for instance if your customer is complaining from vibration, you need to gather as much information related to the symptom, such as, when do you feel the vibration? Is it when you apply brakes? Is it when cruising at a certain speed? All key questions will help your trained technician to quickly pin point the repair needed and prepare the estimate as soon as possible.

4- Never over promise and under deliver, this is a very common mistake in the automotive service field. Always cautiously quote length of repair needed, customers will not return to your dealership or workshop if you tell them it is a two hour job and you keep them waiting for five hours. (Offer them a shuttle ride to their office or home if they are in for a lengthy repair.)

5- It is very important that you treat your customers with honesty and transparency, always offer that they examine or see the faulty parts needed to complete the repair. This will give credibility and help you earn their business.

6- Last but not least, at the end of every service explain scope of work and all charges. Explain the warranty of the repair and thank them for their business with a hand shake.

Dear automotive gurus, this is it in six simple steps, this is your guide to success, if followed, you will increase your sales and happy customers as well.

Sincerely,

Sam J Freij
Automotive Service & Technology Management Expert