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Questions are so important - it's how we learn!
A sweet customer came in and their mechanic told them she needed abcdef fixed. He then didn't answer their calls and they wanted another mechanic to fix those items. We asked what was wrong with the car and they repeated the laundry list of items.
We wanted to know the symptoms so we could fix the root cause. We discussed that we wanted to diagnose it ourselves because it seemed off that so many problems could exist at the same time and we wanted to clarify. As the customer was turning into our driveway the car barely turned a corner. We tried to pull the vehicle in and it wouldn't turn! Completely not related to the original issue the customer called for. Rafael managed to get it lifted and complete his diagnosis.
He told the customer that some of the items, absolutely were wrong with the vehicle. Some, were not a priority or if we fixed item "c" it would fix items "ab" with it. However, the immediate issue was that it would not leave the parking lot due to the steering. The customer felt comfortable to ask us questions on what our solutions were, what was important and what could wait. We answered every one of them so they could understand our diagnosis. We know it's overwhelming and it is sometimes is a lot of money. We want to make sure you are comfortable with what we are telling you and we will help prioritize to ensure it's running the way you would like without killing the wallet.
Please ask questions. Any great mechanic will have the answers for you. Any great shop will take the time to walk you through their tests that were performed and what will correct it. We want to fix the root causes of the issues and not just band-aid them.
Oh! And after our sweet customer left, they called back an hour or so later and let us know their car drives so smooth! It was such a sweet moment and we are forever grateful for their trust in us. We are excited to see her again in the future.
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