As the digital age continues to influence our world, consumers are relying more on information online to help them with their problems. Like fixing their car, for example.
Harming and hindering the auto industry,the internet today allows consumers to learn how to diagnose their vehicle, which generally helps them to understand when they should be visiting a garage for repairs. Of course, as experts, we understand that the internet also plays host to misinformation, which of course makes consumers question the validity of manufacturer recommended maintenance intervals.
Timing belt replacement
Replacing a time belt is much cheaper than repairing a broken time belt. Replacing them is very expensive – its even more cost-effective to replace the engine! Some consumers are hesitant to replace their timing belt – why? Because it’s not broken. It’s an expensive job, and your average motorist will find it difficult to understand how a belt breaking can lead to engine damage.
Cabin air filter replacement
A cabin air filter should be replaced once a year. The symptoms of a clogged cabin filter include reduced cabin cooling or heating. These develop slowly, over time. Consumers may resist on replacement because they don’t really notice when the filter has gone bad, but a new filter makes a huge difference.
Catalytic converter replacement
A failed catalytic converter increases emissions, but that’s not something most consumers would notice. Many people will only replace their catalytic converter before a mandatory smog test.
O2 Sensor Replacement
The average driver doesn’t notice the signs of a failed O2 sensor, so the typical response to the suggestion of replacement is skepticism.
A lot of people believe that, unlike brake pads, rotors will last the life of a car. Which in turn, makes it increasingly more difficult to convince them that a big chunk of metal could become worn. Many people don’t understand why rotors should be replaced in pairs, even when only one is worn out.
Engine mount replacement
Engine mounts are one of the parts consumers rarely think about or even understand, so they’re usually surprised and skeptical when they’re told they have a bad engine mount (or two). This is another case where the symptom of additional vibration grows slowly. Also, most people do not understand how a bad engine mount can lead to damage to other components.
How to convince skeptical customers
It;s important to be clear and transparent with consumers. The main thing to avoid is ignoring their skepticism, because it will likely make them more hesitant to return to your repair centre. Acknowledge their concerns and explain the below to your customer:
- The consequences of not replacing these parts when they show signs of wear or damage; and
- The benefits of replacing these parts (i.e. improved fuel economy or reduced risk of engine damage)
It’s also important to explain to the customer that you care about their safety and you would feel uneasy sending them back on the road without the correct repairs in place.
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