Back to Basics: Communication is key

Tips To Better Give Bad News To Your Customers

According to a United States Auto Mechanic Training Institution, being capable of properly delivering bad news to customers is essential to a successful business. Proper communication skills are key to creating and maintaining relationships with clients, as you work to develop customer satisfaction and loyalty and word-ofmouth referrals for your business.

Here are four basic tips to better communicate the sort of news no reputable workshop ever wants to deliver:

Be Transparent

No one wants to deliver bad news, but it’s in the best interest of both the mechanic and the client to figure out a solution and move forward. When expecting quality service, customers will want to feel acknowledged and be kept in the loop. As an auto mechanic, you might find that a customer’s vehicle requires more work than you initially anticipated or the parts needed for repair may not be available. When you become an auto mechanic, delivering bad news to your customers and being transparent about any setbacks will make your customers feel seen and heard. When communicating transparently, you should state the cause of the problem, the reasoning behind it, and the steps you plan to take to fix it.

Be Quick

Never wait to tell your customers any bad news about their vehicles that you think is going to upset them. It’s best if they find out about any issues from their trusted auto mechanic, rather than from someone else down the line. If you wait to communicate problems and customers find out indirectly from another source, it’s likely that your customers will lose trust in your services which could hurt the reputation of your auto business.

Clients tend to leave bad reviews and will likely tell their family and friends to avoid visiting your workshop if they lose faith in you. When you communicate upfront you’re showing them that you care about their business and that their satisfaction is important to you.

Accept Responsibility

You’ll notice after your training that sometimes problems happen that are not your fault. Often there are unexpected delays that are completely out of your control. You may find that certain car parts are not delivered on time, are defective upon arrival, or don’t match the specifications. When this happens avoid blaming others for the delays, because customers will likely feel that your business isn’t up to professional standards. When