Imports have been in the news a lot lately, but, unfortunately, with negative messaging. For starters, there’s the very recent Honda recall of more than 300,000 2008-‘09 Accords because the side airbags have the potential to deploy without the vehicle even being in a crash. Honda blamed the problem on a sensor being improperly calibrated, and said it could be corrected with a software update.
And, a month before that news, there was the Volkswagen emissions scandal. The EPA charged Volkswagen of intentionally getting around diesel emissions standards by programming cars to perform differently during emissions tests. The irony is that in the first year Volkswagen Jettas were programmed with the illegal “defeat device,” the car manufacturer actually won a tax break for selling fuel-efficient cars.
“There is a teachable moment here for shops trying to educate consumers on why vehicle diagnostics with proper scan tools is more important than just swapping parts,” said Andrew Markel, editor of Underhood Service Magazine. “It is also a reminder for how reflashing new calibrations can solve problems for vehicles that are out of warranty.”
Further, with vehicle performance as it relates to consumer safety being under the microscope, compounded by the increasing complexity and interconnectivity of vehicle systems, there are new challenges to mend customer confidence and a need for a greater focus on restoring customer trust.
But this spells good news for the aftermarket — the resourceful network of independent repair shops that not only masterfully fixes vehicles, but also has the incredible ability to build rapport with customers.
So, here are a few things to keep top of mind as you take steps to make your own positive news.
1. Emerging Technology. Get up to speed on vehicles with active safety and driver-assistance technologies, like adaptive cruise control, lane departure warning, blind spot warning, collision-avoidance warning, automatic braking and brake assist, AWD disconnect, and traction and stability control. These vehicles will be in your bays sooner than you think. And, in light of recent recalls and those down the road, the OEMs need independent repair shops to help service their vehicles and ensure customer satisfaction, even on a “good day.”
2. Equipment. Do you have what you need to capture repair opportunities that other shops can’t? Think about the potential in creating new profit centers for your business.
3. Promote. Step up your customer communication and education efforts to let them know your shop has the expertise, tools and equipment for all of their service needs. The more they realize that your shop is properly equipped, the more they will trust that your shop is the place to go for all of their vehicle service needs.
