By now, you’ve probably already been convinced that utilizing video through the TruVideo platform is a great way to help your customers better understand the repairs they need, and you’re aware that video communication benefits both you and the customer. Even with video, you will still need to explain what you will be doing and why. Here, you can learn a few handy tips for explaining these repairs to customers who are less than auto-savvy.
#1 – Oxygen Sensor Failure
Oxygen sensor failure is by and large one of the most common repairs to plague cars, and it can be difficult to explain exactly what oxygen sensors do and why it’s so important to replace them. Essentially, you will want to tell the customer that these sensors exist to pick up on unburned oxygen. If the sensors fail, it affects the fuel-to-air mixture, which can cause poor fuel mileage, rough idle, or difficulty starting as a result.
#2 – Clogged Catalytic Converter
Catalytic converter replacements can be expensive, so consumers are often very skeptical when the service department recommends a new one. Explain to your customer that the catalytic converter’s job is to collect and neutralize many of the harmful components that would otherwise come out of the tailpipe. A clogged catalytic converter could cause a vehicle to fail emissions testing, and in the worst case, if it completely clogs, it could cause an array of problems as the result of exhaust building up instead of exiting through the tailpipe as it should.
#3 – Failed Sparkplugs and Ignition Coils
Failed plugs and ignition coils can cause a wide range of problems for vehicle owners. When the plugs can’t spark, combustion can’t occur, and this can cause a very distinct miss that is hard on the rest of the vehicle. Fortunately, most customers can understand the need for new sparkplugs, but if not, explain that these small components are some of the most important parts in the car, and it’s important to replace them regularly for the best possible performance and fuel economy.
#4 – A Broken Fuel Cap
Today’s check engine lights are incredibly sensitive, and while they often signify a more serious issue, sometimes these lights are triggered by something as simple as a broken fuel cap that no longer creates a proper seal. As a result, the car’s gas mileage can suffer a great deal – even costing the customer hundreds of dollars in fuel loss in a matter of months. The good news? This is one of the rare times when you can text your customer and let them know it’s a simple $15 to $20 repair.
#5 – EVAP Purge Control Valve & Solenoid Replacement
This repair sounds incredibly complicated to your customers, but it’s actually pretty simple to explain in layman’s terms. Either of these is responsible for ensuring that the customer’s EVAP system, which is designed to help with gas mileage by trapping escaped fuel vapor and feeding it back into the engine so it can be combusted, works as it should. By showing your customer the solenoid/EVAP purge control valve and explaining how it can drastically affect fuel mileage and, in some cases, even performance, he or she should fully understand the need for the repair.
As someone in the automotive industry, you can understand the complex inner workings of automobiles and combustion engines, but your customers aren’t as well-versed. By taking the time to explain these common issues in a way that your customer can understand them, especially when that explanation is paired with a quality video recorded and sent via the TruVideo platform, they will be grateful for your time – and they are more likely to trust you to complete the repairs, too.
