AAA Offers Help for Broken Relationships
3 August 2000
It's Like Marriage Counseling for Motorists and Repair Facilities
ORLANDO, Fla. - AAA has produced two guides for those suffering from broken relationships: a brochure for repair shop owners that tells how to get more in touch with their customers' views on the service experience; and a pamphlet for vehicle owners on taking more control of the auto repair experience.Available free from AAA clubs, the two brochures were written in response to AAA research that shows many of the misunderstandings that occur between repair shops and consumers are caused by inadequate communication.
Repair shops are underestimating consumer expectations when it comes to the number of mechanics to do the work; time required for maintenance repair; convenience of service hours; convenience of service locations; special offers/discounts; warranty provisions; and fairness of fees.
Some areas where repair providers overestimate importance to consumers are: promptness in writing up service orders; courtesy of personnel; helpfulness of personnel; and shop reputation.
"Repair shops clearly have an opportunity to communicate better with customers, but customers also have an obligation to become more assertive in expressing their needs and expectations," said John Nielsen, director, AAA Auto Repair Network.
The first brochure titled, "The Careful Consumers Guide to Car Repair," is written to help customers understand the complex nature of today's auto repair business and what information they need to bring to the repair relationship for a successful outcome.
A second pamphlet, titled "Preventing Customer Misunderstandings," is written for repair shop managers and technicians. Its aim is to help shop personnel become more attuned to listening, explaining and appreciating the needs and pressures of the motoring public.
AAA, which provides member referrals to a network of repair service providers as well as emergency road service, has identified more than 4,600 independently inspected Approved Auto Repair facilities in the United States and Canada. These facilities - which include new car dealerships and independent repair shops -- offer specific benefits and protections to AAA members, and must consistently achieve high levels of customer satisfaction.
As North America's largest motoring and leisure travel organization, AAA provides its 43 million members with travel, insurance, financial and automotive-related services. Since its founding in 1902, AAA has been a leader and advocate for the safety and security of all travelers.
