October 2019

B Make it plain for a client to understand what’s required to ensure a successful repair. Their perception may be that the tools fix the car and that needs to be addressed. It’s an opportunity for you to set yourself apart from other businesses that may seem similar to yours. Here’s an example on some copy that does just that: “Accurate and efficient diagnosis is a combination of the right information, the correct tooling, and a highly skilled and knowledgeable technician.” It concisely helps the client to understand the key components required for success C Give your client an explanation of the process you follow. Bullet point this so the information can be easily digested. Here’s an example of the points we’d recommend when explaining to a client how your carry out your evaluation: 1 Client consultation gives our technicians the opportunity to gather important and relevant information about your problem 2 Inspecting the vehicle with you ensures that our understanding of your fault is in line with yours 3 All vehicle systems are interrogated for current and historic faults 4 Technical service bulletins are consulted for known issues and software updates 5 System data is evaluated highlighting anomalies and identify tests required to identify the cause of your fault 6 Technical information is consulted to ensure accurate testing 7 Initial tests undertaken to ensure a first time fix 8 Test results analysed and client called with recommendations Points A through C set the scene for the main event, which is the one question that needs to be answered:“How much does a diagnostic evaluation cost”. Here’s an example of how this can be answered. “Each fault is different so the final cost of diagnosis depends on the number and type of tests required for your vehicle. Our initial evaluation costs £XX.XX. This typically includes points 1 through 8. “Should the number of tests required exceed the initial evaluation then we’ll contact you with our recommendations.” It’s an accurate and fair statement that sets the scene for future communication. It also has the added benefit of managing a customer’s expectations and could minimise the number of clients that ask “Can’t you just plug it in?”It’s a win-win for all concerned. As with all systems consistency is the key. You’ll need to ensure the same story is conveyed by phone, at reception and in any sales literature, but the time required to set this in motion is far outweighed by the long term benefits this will bring to your team, your customers and your business. www.aftermarketonline.net OCTOBER 2019 AFTERMARKET 29 EYEBROW www.aftermarketonline.net If you’d like to learn how to improve your diagnosis skills then call John on 01604 328500. Auto iQ have a complete technician development programme designed to help your technicians be the best they can be. _____________ To join AutoiQ’s online forum go to: autoiq.co.uk/ garageowners