Mechanics are helping to ease anxiety with this clever new tactic
14/09/2024 04:00
One Queensland-based car owner was pleasantly surprised by their new mechanic’s clever way of assuring them they weren’t being ripped off.
A Queensland car owner has taken to TikTok to share their positive mechanic experience after the shop approached their repairs in a much more customer-friendly way.
The TikTok user recalled taking their Kia Rio in for repairs, but instead of being left with just an itemised bill, received a video link for all the work that was being commenced on their car.
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“Is this a new thing that all car dealerships are about to start doing?” they asked their followers.
“I tried out a new place for my car because it started making some wackadoo noises. I dropped the car off and about an hour-and-a-half later I get a text from them, it’s got like a video link on it.
“They’ve sent through like a video walkthrough of what they noticed was the issue, what they’ve inspected, what they’ve done, what they ruled out and why they ruled it out.
“It may be the best explanation of a review of my car that I’ve ever had.”
@nikki_rainbowenvy2.0 Is this new? Do your car ppl do this? #imnothere#noimnot#carservice#carissue#mechanic#helpfulmechanic♬ no music – Jeroan Drive
Attached was a video of the mechanic at Bridgestone Caloundra explaining to the owner that they’d scanned the car after a check engine light on the dash and found an issue with the O2 sensor; explaining where it is and what it is used for.
Instead of just saying that the sensor was no good and they’d replaced it, the mechanic went on to explain that the issue ran a little deeper, saying: “There could be an air leak, or there’s too much unburnt fuel due to the spark plugs”.
The mechanic then ruled out the air leak but noted the air filter was dirty and may need replacing soon.
He then referred to the logbook, saying they recommend a spark plug change at 160,000km, but he could not find a receipt to say that it had been changed, recommending that replacing them could fix the issue while showing the worn-out spark plugs as proof.
The video garnered plenty of support from mechanics and motorists alike, with many highlighting it as an example of excellent customer service.
“I’m a mechanic myself in a smaller workshop. It’s just to prove what we actually did just to cover our backs. A lot of mechanics say they did stuff but didn’t, and it just makes the customer comfortable, I guess,” commented one user.
“As a car guy I can fully appreciate what he’s done and how he’s explained it. Started from the cheaper option. I’d like to see more of this done in the industry as it helps people learn,” stated another commenter.
The video link is a strategy used by Bridgestone Australia Tyre and Auto stores nationwide. The “Tech Check”, as they call it, is aimed at giving people confidence through transparency in the work happening to their car.
Bridgestone has said on its website that it’s part of making the customer experience less nerve-racking.
“With Bridgestone Tech Check you don’t have to imagine what a loose CV joint or a leaking camshaft is, our mechanics will show you, in a short video,” the company’s website explains.
“We’ll cover things like the condition of your tyres, brakes, exhaust and fluid levels as well as any wear and tear that might be lurking beneath.”
Do you think this should be common practice among all mechanics? Have your say in Drive’s poll below.
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