Tuesday, October 1, 2013
A friend just informed me that she watched one of my videos and I used a term she was unfamiliar with (I call it Tech-talk), but she is right. "Car Guys" and technicians use terminology that customers don't always understand. When it comes to communicating with a service advisor or technician, it helps when you speak the same language. Examples:
Consumer: my brakes feel squishy!
Tech-talk: you have a "soft pedal"
Consumer: my brake pedal vibrates or pulsates!
Tech-talk: you are getting "feedback" through the pedal
Consumer: You guys have a crappy service department!
Tech-talk: Customer has a bad attitude.
That last one is a joke, but my main point is this. If an advisor, salesperson, mechanic...anybody uses terminology you don't understand. Politely tell them to stop and rephrase in terminology you do understand. A good, simple description (in laymans terms) of a mechanical problem is OK, but it should always be followed up with a test drive to insure that the technician is solving the issue you want solved. Also, keep in mind that some car issues, that may seem to be a problem, are actually a characteristic of that vehicle. But if the symptom is new and never occurred before, don't let the tech person pass it off as a "characteristic". If you have been driving your vehicle for months or years, you know when something isn't right--so trust your instincts. Finally, if the shop won't listen to you, go somewhere else. If they treat you like an idiot, take your money elsewhere. I guarantee there is someone out there who wants your business and will work hard to make you happy--which includes communicating with you on any level you need them to.
Read more at My Car Guru and visit The Guru at Gateway Ford Lincoln Mazda in Greeneville, Tennessee!