By Theodore Olson
The automotive industry is slowly expanding its vocabulary. For decades service customers were accustomed to such greetings as “Yeah, wudda ya want?” Or such in-depth diagnostic explanations as “It’s all set!” The industry is learning that it can’t get away with this “Joe’s Garage mentality” of service. What the industry has learned is to pack its vocabulary with value–real or fabricated.
Most service facilities get the repair description from the technician. A typical technician’s description of a repair is quite brief. He may write: “Changed oil.” If one is lucky, he may add, “and filter” too. For an oil change this may be a good enough description to justify the $29.95.
However, what if there was a serious diagnostic problem such as a car not shifting gears properly? What if the technician determines the vehicle needs a new transmission for $3700. A description stating: “Replaced trans,” for a whopping $3700 does not justify the expense–it doesn’t show the value. Read the rest of this entry »