At Harrell & Beverly Transmissions & Auto Repair, our service advisors play a crucial role in ensuring our customers receive the best care and advice for their vehicles. We asked one of our experienced service advisors to discuss common customer questions, maintenance tips, and some interesting anecdotes from the shop.
Common Questions from Customers
Q: What are the most common questions you receive from customers?
A: Customers frequently ask about pricing, especially for testing and services like oil changes and transmission maintenance. While cost is certainly a factor when making repair decisions, it's important to understand the value that comes along with it. Are you getting the correct information? Is a shop being transparent with you? Are the right parts being used? We understand why cost is often the initial question, but there's a lot of data and expertise that goes into providing accurate estimates.
We can give you accurate costs for such as oil changes, transmission services, testing and diagnosing customer concerns. If there are any additional costs, we will always keep the customer informed and will not proceed without their authorization.
Our Process at Harrell & Beverly
Q: What is your process like when a customer brings their vehicle in?
A: When you bring your vehicle to H&B, we start with a full vehicle inspection. Our technician evaluates your specific concern and performs a comprehensive inspection to ensure your vehicle is safe and a sound investment. We then prepare an estimate for any recommended services and email it to you with a link to the inspection. I'll then follow up with a call to discuss the details and find out what works best for you.
The Role of a Service Advisor
Q: What makes the service advisor job so important to the technician?
A: The service advisor handles customer interactions, allowing the technician to focus on their work. By asking the right questions, we gather valuable information to help the technician diagnose and address the issue efficiently.
Q: What makes the service advisor job so important to the customer?
A: As the customer's primary point of contact, the service advisor translates technical jargon into understandable terms, prioritizes repairs based on safety and longevity, and ensures clear communication throughout the process. While we don't advise on financial decisions, we provide the necessary information to help customers make informed choices.
Common Maintenance Issues
Q: What are the most common maintenance issues you see with vehicles that come in?
A: Many customers are unaware of their vehicle's regular maintenance needs. Common issues include neglecting transmission services until it's too late, irregular oil changes, and ignoring the need to replace dirty engine and cabin air filters. Drivers often overlook the importance of regular fluid maintenance, which can lead to deteriorating brake performance and dirty differential and transfer case fluids.
Identifying Transmission Problems
Q: Harrell & Beverly specializes in transmissions. How can customers tell if their transmission is failing?
A: Signs of transmission failure include:
The vehicle stops moving while in gear.
High revving with no acceleration.
Difficulty shifting gears.
Extremely high transmission temperature.
Slipping or not staying in the correct gear.
If you experience any of these symptoms, it’s important to get your vehicle tested. I'll explain the possible causes and costs to you and will recommend testing for an accurate diagnosis. Our goal is to find the root cause to ensure you're not just putting a band-aid on a larger problem. Sometimes customers think they may need a new transmission, but we often actually find it's a less complicated issue which saves them a lot of money and hassle!
Dealing with Noises
Q: How often do customers describe a noise, and how do you communicate that to the technician?
A: Customers frequently describe noises, both over the phone and in person. No matter how ridiculous they may think they sound, it is very helpful. I use their exact words or try to find similar descriptors if they mimic the sound. These silly sounds can be so important for the technician to accurately diagnose the issue.
Memorable Moments
Q: What's the most unusual or funny problem a customer has brought their car in for?
A: One memorable call involved a customer asking for the cost to replace all the wires in his vehicle because of a misfire. Another customer insisted her car had no wires because it had ignition coils. These instances show the importance of doing our job of educating customers about modern car systems.
Service Advisor Auto Repair Tips
The most important thing you can do is keep a good vehicle maintenance routine. Get your oil changed at recommended intervals. Harrell & Beverly provides our customers with a Full Service Oil Change which includes:
Road test
Check all exterior lights
Preventive maintenance inspection–under hood and under chassis
Fluid level check and adjustment (additional charges for added fluids)
Inspection of the engine air filter
Lubrication of steering linkage (when applicable)
Test battery, starting, and charging systems (additional charges may apply based on battery location)
Precise adjustment of all tire pressures to manufacturer specifications (including the spare tire when accessible)
Installation of a high-quality oil filter and filling with oil that meets OEM specifications
We hope this interview with our service advisor provides you with valuable insights and tips for maintaining your vehicle! At Harrell & Beverly Transmissions & Auto Repair, we are dedicated to ensuring your vehicle is safe, reliable, and well-maintained. If you have any questions or need to schedule a service, don't hesitate to contact us!
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