Are you Getting the Customer Service You Deserve?

Here are some good Customer Service examples:

• explanation of work to be done

• selling the benefits of preventive maintenance

• building customer relationships

• customer satisfaction follow-up

• pick up and drop off services

• computer assisted listing of recommended service intervals

• using service history of customer's vehicle

• dispute resolution

• telephoning you in the event that work needs to be done that was not originally anticipated. This is a legal requirement in Ontario. They can't just do the extra work and then charge you without having obtained your permission first! Check under 'Consumer Rights' for Bill 22 (M - 43) which outlines your rights.

What is a good mechanic?

A good mechanic will take the time to explain what work needs to be done.

He will, if at all possible, show you how it will be done and should give you an idea of how long it will take.

He will provide a detailed written estimate if it is requested.

He believes in preventive maintenance, that is, try to prevent major break downs before they happen by fixing the little things, instead of waiting for your vehicle to come in on a tow truck, then fix it.

A good mechanic will take the time to get to know you. He will try to understand your opinion on car repairs, and he will try to work with you instead of against you when it comes to maintenance.

He will take the time to get to know you, and you should be able to joke around with him, and feel comfortable with him.

He believes in customer satisfaction and follows up on your repairs with a phone call to see if everything is OK, or if you are having problems. The worst thing for him is to have a customer who doesn't come back but goes somewhere else and says bad things about him

Of course the easiest way to find a good mechanic is to ask your friends, work colleagues and family. Find out which mechanics and garages they use provide a high level of customer service, and avoid like the plague the ones about which they relate horror stories.

If you have any doubts, refer to the Better Business Bureau. If there have been regular complaints against a garage, the chances are that the unhappy customers will have complained to the BBB. However, there is always a chance that the garage is not a BBB member.

At the end of the day, referrals from satisfied customers and recommendations from friends is a good way to sort out the good from the bad.