We've seen many changes in the automotive repair industry over the past several years, and as cars have become more complex and repairs more expensive, the need for professionalism and sophistication among repair shops has become more important than ever.

There was a time when you could open an independent shop and do well because, as we all know, life and cars were much simpler then. Diagnosing a vehicle was really pretty basic, but repairs generally took more time. It's very different today where, because of the technology involved, diagnosis is very complicated, but the repair itself is not necessarily as time consuming as it used to be.

Professionalism should manifest itself in every step of the process, beginning with the person who answers the phone when a customer calls, to the service writer, to the shop manager and, perhaps even more importantly, to the technicians when they're called on to explain a problem to the customer. The importance of a follow-up phone call could never be overstated.

When customers come into your shop, evidence of your professionalism first and foremost is shown by the appearance of your facility. Cleanliness is probably the strongest statement you can make about your business philosophy. Any awards, certifications and community involvement certificates enhance your overall image.

The vast majority of vehicle owners have no concept of what it takes to run a repair center today, and as you well know, there is very little respect for those of us involved in the industry because of that lack of knowledge. Therefore, it's imperative that, despite the additional challenge and time demands we face, all of us involved in the industry need to take the time to educate the consumer.

Another factor people have trouble grasping is that there is no way to fix a vehicle that costs $10,000 or $20,000 and more for the same money it took when vehicles cost $5,000. You hear a lot of folks using the old cliché, “They don't build 'em like they used to,” and of course they're right. They build them a whole lot better, but that all comes with a price.

Another problem the independent repair professional has to deal with is the subliminal messages from the manufacturer talking about 100,000-mile tune-ups, 50,000-mile radiator flushes, lifetime transmission fluids and so on, giving the consumer the impression that basic servicing is a thing of the past. That can make counseling clients about preventive maintenance sound like you're trying to “sell” them rather than service them.

Bottom line, you as a business owner have more than your share of very tough issues to deal with trying to run a business. Make the battle easier by providing professional, competent service to your customers, and earn the respect you deserve. It will require more “face” time with your customers, but it'll pay dividends in the long run.

Zervakos has been in the broadcast industry since 1979. He produces and hosts The Car Corner radio show with Bob Jones, an ASA member in Arizona. The show is designed to inform and educate the public on the challenges faced by the independent repair industry.

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