All pilots have checklists for every aspect of flying. They always use their checklists even if they only have two steps on them. They do this simply because a checklist is a great way to not forget important steps. It is also how you can assure a predictable outcome.
That is why service centers have procedural standards for each service they perform. Technicians are trained step by step. And they perform the procedures step by step, the same way each time. By training to procedural standards, centers can assure a quality outcome. The job is done right every time and you are happy with how your car performs.
Each company trains its technicians to standards. The industry as a whole is very committed to standards of excellence and encourages individual service center operators to apply them to every vehicle they service.
An example is how service technicians grade problems and communicate their recommendations. If a technician tells you that a repair or replacement is required it must meet the following criteria:
- The part no longer performs its intended purpose
- The part does not meet a design specification
- The part is missing
The technician may suggest repair or replacement if:
- The part is close to the end of its useful life – just above discard specifications or likely to fail soon
- To address a customer need or request – like for better ride or increased performance
- To comply with maintenance recommended by the vehicle’s manufacturer
- Based on the technician’s informed experience
Here are some examples:
An exhaust pipe has rusted through and is leaking. Replacement is required because the part has failed. If the pipe were rusted, corroded or weak, but not leaking, the technician may suggest it be replaced because it is near the end of its useful life and replacing it now may be more convenient for the customer.
Suppose a customer wants to improve his car’s handling, but his shocks haven’t failed. The technician may suggest replacement of the shocks to satisfy the customer’s wishes.
Under these guidelines the service center must refuse partial service of a required repair if the repair creates or continues an unsafe condition. Let’s say a customer has a cracked brake rotor. This is a dangerous condition that must be repaired. If the customer does not want to replace the rotor, but instead just wants new brake pads installed, the shop must ethically refuse the partial repair. That can be an upsetting conversation, but understanding that service centers operate under service standards and procedures is comforting. You want your service to be done right and to have confidence in your technician’s recommendations.
The automotive service industry and your local service center want the best for you and for you to keep coming back. AutoNetTV is committed to providing automotive maintenance information to help you be confident in your service decisions.