Building trust - insights from my mechanic

Building trust - insights from my mechanic

I have a little '97 Dodge Neon that has been "enjoying" the heat about as much as the rest of the country and began overheating. I took it to Hefners and dropped it off with no fear. I had no worries they were going to be looking for ways to overcharge me or do something unnecessary to fund their vacation.

This kind of trust only comes through experience. On one occasion they explained I had a slow leak in my AC compressor system that would cost about $1000 to fix. However, they suggested topping off the coolant and watching to see how long it lasted to determine if a fix were worth it. Turns out it lasted for about 6 months. So I decided to pay $30 every 6 months rather than $1000. It would take 16 years to make the repair worth it! (probably be using hovercraft or something by then anyway).

I have gone in before and they just tweaked something and charged me nothing! I left the car at a repair place and came back and was charged nothing. Ask anyone that is lucky enough to know Hefners and they will tell you the same kind of stories.

Hefners is not a pretty place, they don't talk to you much, it is not in the nicest neighborhood. But they are honest, look to save you money, and keep you informed and I have been going there for nearly 20 years. They treat you like you are a family member with a car problem.

Are your customers feeling that way about you? What can you do to give them experiences that build trust. This is something that doesn't come from catchy copy or flashy fliers or wizzy webpages or slick salesmen, it comes from experience. With it you will succeed, without it you won't.

[OK, for those of you nearby that want to get some of that Hefner goodness here is their contact info: Hefner's Auto Repair (480)969-8291 they are on 502 N. Center Street, Mesa, Arizona 85201]

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