Why did it break?
Have you ever been around young kids? When you’ve been trying to tell them to do something, they keep asking just one question over and over?
“WHY?” “WHY?” “WHY?”
This can be pretty annoying, but it goes to show that from a young age people want to know why. We want to know why we need to do certain things. So when we are explaining what went wrong with the vehicle, we need to explain why if at all possible.
If you don’t know why don’t BS, just say you don’t know.
If you do know why explain it as simple as possible without all the tech talk.
“Your battery has failed because your alternator is not charging as it should. Your battery is no longer holding a charge because of the stress. It needs to be replaced aswell as your alternator.”
Word of mouth has started while the vehicle is in the shop
Your customers are talking about their experiences with their friends, family, and coworkers. They’re letting them know that their car is in the shop. These people are asking about the situation. They’ll tell them about how the battery was stressed because the alternator wasn’t charging it properly. One of them might say “I had a similar problem. It turned out to be my alternator, not the battery. So I just replaced the alternator and I was good to go”
They learned from their friend’s things they didn’t know and are now second-guessing.
“Was I just taken advantage of? Should I have just replaced the alternator and not the batter?”
If you can clearly and simply explain why things need to be replaced, then they have a clear answer. They’ll be confident that you’re not taking advantage of them.
For every upset customer, there are 20 more that have left without telling you.
If the customer feels like they’re being taken advantage of, most will pay the bill and leave. They’ll be unhappy with their experience, and they will say they are never going back to that shop. Most people are not confrontational. They don’t want to have a confrontation. If they’ve already paid for the work, they’ll feel like a jerk if they question you at that point.
Studies have shown that for one bad review, there are twenty more customers who are unhappy. If you have had five bad reviews in the past year, multiply that by twenty. That’s how many potentially unhappy customers you actually have.
By giving a clear explanation upfront you reduce the number of customers who are silently upset.