On a Saturday afternoon, I went to the local filling station to gas up my car and buy a lottery ticket. I filled the car and paid for the gas at the pump with my credit card. I had to go into the convenience store located at the filling station to buy the lottery ticke Once these two tasks were completed, I returned to my car and attempted to start it. Unfortunately, the car was dead. Nothing. No attempted cranking sound. Nothing!

The filling station does not offer auto services; it only sells gas, diesel and sundries too numerous to list. Fortunately, my insurance company provides free roadside emergency service.

When I called the roadside assistance number, I got a recording prompting me to fill out information on my phone.

When I completed the informational requests, I received a text stating that the emergency service would arrive at my location within 30 to 90 minutes.

Thirty minutes went by. Then, 60 minutes passed as I stood by my car, directing traffic at the filling station pumps since I couldn’t move the car away from the pump I had used to fill it.

Finally, a jolly service man showed up. He attached a jump pack to my car that gave him an indication of my problem, and he jump-started the engine.

He assessed that my alternator had failed and I might also need a new battery. Since he was only the roadside emergency service, he couldn’t perform those services, but he could tow me to a service facility still open at 5 p.m. on a Saturday that could repair my car.

Since my regular auto mechanic was already closed for the weekend, I chose to have him take the car to the service facility he recommended. With the car still running, he drove it onto his flatbed truck. And off we went to the repair shop.

When we arrived at the service facility, I noticed the place was hopping with technicians performing services. I was impressed because it was quickly becoming Saturday evening.

A tech began to inspect my car and attach devices that would help him diagnose the problem. Eventually, he concluded that the alternator had to be replaced.

He gave me a price, which he admitted would be a bit higher than if it was done during the regular workday. However, I didn’t have a choice, and the price was not much higher than I had expected to replace an alternator.

The owner had to rush out to get the alternator before his supplier closed. He managed to obtain it and, upon his return, they installed it that evening.

I paid the bill and drove home.

Incomplete diagnoses can harm your reputation

The next morning, being a Sunday, I had to get ready to go to church. So, I went out to the car and as sure as I am writing this, the car started. I drove to church and, upon leaving, I got into my car. What do you know — once again, it started.

So, I drove home and pulled into my driveway, where the car proceeded to die just as it had the day before at the filling station.

The owner of the service facility had given me his cell number the night before. So, I called him. He told me they were closed on Sunday and that he would send someone to address the situation first thing on Monday morning. And he did.

He sent two techs to my home. They jump-started the car, and one of the techs drove it back to their shop while the other followed to make sure the car didn’t break down on the way.

I was in constant contact with him on Monday as they diagnosed the problem. And what do you know? The emergency roadside technician who originally diagnosed the problem by attaching his jump pack to my car was right: it needed an alternator and a new battery.

I’m not quite sure why the service facility tech didn’t come to that conclusion since he had spent much more time diagnosing the problem than the roadside emergency tech did.

I should add that there was yet another issue with the car. All sorts of God’s creatures roam the wooded area surrounding my home. And it seems that one of the small ones had climbed under the hood and nibbled at the battery cables.

Explain thoroughly to gain consumers’ trust

Service businesses must serve proficiently, thoroughly, intelligently and honestly to earn the trust of consumers and turn them into their loyal clientele. 

As a consumer, I am a bit ticked off at the service facility’s inability to diagnose the problem thoroughly and intelligently.

By not initially telling me that the battery might also need replacement (as the roadside tech did), I am a bit skeptical of the service facility’s modus operandi.

And that brings me to the point of how and why this pertains to your PHC service business.

When you are called to address the situation for which consumers call you to remedy their problems, whether they be in the realm of plumbing, heating or cooling, look at each circumstance you come up against intelligently. When you provide consumers with all the information about their situation, including all contingencies, you are acting in a thorough and proficient manner. 

By explaining how things work and quoting prices for options available to consumers before commencing services, you will gain their trust in your abilities.

For example, when you are called to a no-heat call, look at the system as a whole. If it’s a pilot outage, find out why the pilot is out. It could be a thermocouple, sensing device or the gas valve, or any combination thereof. Give the consumer all the information you have after a thorough investigation so he is aware that you have told him all possibilities and contingencies.

This applies to plumbing and cooling system issues as well. The consumer needs to know that you know what you are talking about and not just guessing. That’s the pathway to earning consumer trust.

When you gain consumers’ trust, you grow your business. 

Then, quote prices to service their systems before commencing any service. Inform them if you have a diagnostic fee to determine the cause of their problem. Give them the cost of every service before beginning it. At the same time, inform them of any possible contingencies that you might incur after performing the agreed-upon service.

This will further increase their trust in your enterprise. If none of those contingencies arise, the consumer will be pleased. If you do encounter any of those contingencies, he will realize that your tech was thorough enough to diagnose the problem and honest enough to tell him about the possibilities before performing any service. 

This puts the consumer in a position where he doesn’t feel as if he is being nickel-and-dimed by your business. By being thorough and informing consumers upfront of service charges and any contingencies, you will have an opportunity to further increase your business.

So, serve with knowledge, thoroughness and integrity.