ACtion Magazine - March 2017 - 6

It's a matter
of trust

Andy Fiffick

rom a recent survey, AAA reported that "two out of three U.S. drivers do not trust auto repair
shops in general". The reasons cited for their lack of confidence: overcharges, recommendations for unnecessary services and poor past experiences. However, the survey also reveals
that the majority (64 percent) of U.S. drivers have singled out an auto repair shop that they do trust,
suggesting that consumers have prioritized finding a reliable mechanic in an industry with a less
than perfect reputation."
"To minimize the stress associated with vehicle repair and maintenance, it is critical that drivers
find an honest repair shop that they can trust with their vehicle," said John Nielsen, AAA's managing director of Automotive Engineering and Repair. "AAA found that one-third of U.S. drivers - 75
million motorists in total - have yet to find a trusted repair facility, leaving them vulnerable when
trouble strikes."
The survey report further notes, "With today's cars collecting a variety of data about the health
of the vehicle, drivers need a trusted repair facility more than ever. 'Connected cars' with built-in diagnostic capabilities can alert drivers to vehicle trouble and help repair shops quickly and accurately
address issues. Not a surprise given concerns around data security, AAA found that the majority
of U.S. drivers want the ability to direct their vehicle's data to the repair shop of their choice - the
trusted facility with whom they have built a relationship."
Additional findings from the survey include:
The top reasons that U.S. drivers do not trust repair shops are:
* Recommending unnecessary services (76 percent)
* Overcharging for services (73 percent)
* Negative past experiences (63 percent)
* Concerns that the work will not be done correctly (49 percent)
* Older drivers are more likely to trust auto repair shops than younger drivers.
* Baby Boomers are twice as likely as younger generations to fully trust auto repair
facilities in general, with one-in-five reporting they "totally trust" the industry.
* Baby Boomers (76 percent) are also more likely to have a chosen auto repair shop that
they trust compared to Millennials (55 percent) and Gen-Xers (56 percent).
To find a trustworthy auto repair shop, AAA suggests that drivers:
Look for a repair shop before issues occur. Ask family and friends for recommendations. Research potential repair shops and find out how long they have been in business. This can be a good
indicator of shop quality. Also, look into how they deal with consumer complaints. The Better
Business Bureau, State Department of Consumer Affairs or attorney general's office can provide
this information concerning complaint response. Check out any shop on line with Google, Yelp,
Angie's List and Facebook. See what others are saying about the shop.
I believe for the most part, the majority of MACS core members exhibit the outstanding qualities that entrusts us to our client base. For us, we do not have customers, we have clients, and it's in
our DNA to treat our clients like cherished family members. We choose to be honest and fair with
each client. We strive to know their vehicles, and their wants, needs, driving habits, and budget. We
honestly believe we are partners in each client's vehicle care. Once we know the client and their vehicle, we can honestly help them manage the care of the vehicle to provide them with the most cost
effective maintenance, repair and service schedule to keep them on the road safely and efficiently.
Building clients isn't easy; however, taking the time to build clients will take your business to
the next level. Apparently, this is a lesson most of the industry needs to practice and maybe aftermarket vehicle repair could be a more well-liked and respected industry. ❆
Sincerely,
Andy
Andy Fiffick
andy@macsw.org

ACTION * March 2017

http://www.meicorporation.com/

Table of Contents for the Digital Edition of ACtion Magazine - March 2017