National Car Care Month is coming up soon, and we wondered why are people so intimidated by auto repairs? The check engine light has the ability to break the most calm and collected types into a full-on sweat. We asked the Marketing Director for Greulich’s Automotive to walk us through the basics of Car Repair 101. Here’s what Jessica Wright told us we all need to know when heading to the repair shop.
What is the number one concern for consumers when bringing their car in for repair?
I would say people are worried about if they can trust the person doing the job. They want confidence about the repair shop diagnosing their car. They bring in their car when the check engine light is on and that’s a stressful situation. It’s easy to get confused by how technical things are and consumers want to trust the person to be honest about the repair and what absolutely needs to be done.
How does a consumer build a rapport or relationship with an automotive repair shop?
It starts with the first visit. We must impress you with the first experience. We have one chance to make a first and lasting impression. Hopefully, you don’t need a car repair every week, that’s why it’s important that you love your experience, so that you come back when you do need us.
— Greulich's Automotive Service (@GreulichsAZ) June 7, 2019
What should you as a consumer know about auto repair?
You need to be prepared to ask questions. How did they arrive at this cost estimate? Ask for explanations and details on work they are performing. Don’t be afraid to speak up. Many consumers don’t ask about the estimates. We are going to report everything we find. However, you can inquire about what needs to be done now and what can wait. We are happy to educate you. We want you to be informed.
Should you look at reviews?
One hundred percent, you should look at reviews. Good companies keep an eye on reviews to ensure a quality experience. We have a company that tracks our reviews and sorts them by locations etc. and then we look at the findings. We then work to resolve any issues that are presented. It’s our way of improving communications. It’s important to us because it’s important to you. Reviews are the best way to know what kind of team you are taking your car to for repair. Good or bad, reviews are important.
What are you doing as a company to make the experience better for your patrons?
When you come into the store, we get you into the system, you will then get texts about your car. When it goes into the work bay, when the service is in process, and when the repair is completed. We understand you have things to do and we work to make it more convenient by keeping you advised on how things are going.
We know you don’t want to be there a long-time, so we try to provide the best atmosphere we can while you are visiting our shop. For long-term repairs, we can drive you home or we can call an Uber, a Lyft, and you can wait at home, while your car is repaired. Normally, it’s a 5-mile radius and it’s at the discretion of our managers.
Lastly, what is the best piece of advice you can give when it comes to car repair?
Consider what type of consumer you are. Go somewhere that matches your expectations. Are you looking for high-end repair or the cheapest rate? Do they use the best quality parts, are they going to do it right?
You need to make sure you know what is important to you. The service you want is out there, but knowing a few simple facts will help you find the service that is the best fit for you.