Car Care Council Updates Popular Car Care Guide

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Car Care Council Updates Popular Car Care Guide

The guide is now in color with 20 additional pages of new information.

Counterman Staff
By Counterman Staff
Published:

BETHESDA, Md. – The non-profit Car Care Council has redesigned its popular Car Care Guide, adding 20 additional pages of new information to help motorists be car care aware by better understanding the when, why and how of caring for their vehicles.
 
“Since first introduced, the easy-to-follow Car Care Guide has become a valuable resource for shop owners, counterpersons and technicians to use when discussing recommended maintenance and repairs with customers,” said Rich White, executive director, Car Care Council. “The time is right to introduce a new, updated and full-color version of the guide with even more useful information to help industry professionals educate motorists how to best maintain their vehicles for safety, dependability and value.”  
 
Available in English and Spanish, the 80-page Car Care Guide uses easy-to-understand everyday language rather than technical automotive jargon and fits easily in a glove box. The guide covers the most common preventive maintenance occasions and procedures that should be performed to keep cars safe, dependable and efficient. It also includes descriptions of major vehicle systems and parts, and a list of questions to ask about maintenance or repair procedures. A car care checklist reminds motorists what vehicle systems need to be maintained and when service should be performed.
 
New sections include finding an automotive repair shop, alternative fuels, understanding the warranty, vehicle telematics, careers in the auto care industry and an expanded environmental awareness section. The new Car Care Guide was reviewed by industry experts with various backgrounds and areas of expertise and the information has been vetted by car care professionals.
 
Individual copies of the new Car Care Guide can be ordered for and an electronic copy can be viewed by visiting the Car Care Council website. Shops, stores and other auto care industry organizations can purchase the guides in bulk. Custom printing with a company logo on the back cover is also available in bulk quantities by contacting [email protected].
 

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
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This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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