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The Oakville Beaver, Wednesday October 24, 2001 - C7 Communication Is Essential For Good Auto Repair W ith colder w eather com ing on, m otorists will be taking their vehicles in for fall m ainte nance and service. An im portant part o f any repair process w hatever the season, is tw o-w ay com m unication betw een custom er and repair establishm ent. Here are som e tips from the non-profit N ational Institu te for A utom otive Service Excellence (A SE) on w ays to com m unicate effectively at repair shops: 1. Do your hom ew ork before taking your vehicle in for repairs or service. G et involved in the process. 2. Read the ow ner's m anual to learn about and guarantees. · Avoid establishm ents where you feel rushed or ignored. G ood shops realize good com m unication is an im portant, tw o-w ay responsibility. For a copy o f A SE's brochure, "How to C om m unicate for B etter A utom otive Service," please send a self-addressed, stam ped businesssize envelope to: ASE, C om m unication B rochure, D ept. M C -F01, 13505 D ulles Technology Dr., Suite 2, Herndon, VA 201713421. T he N ational Institute fo r A utom otive Service Excellence (ASE) was founded in 1972 as a non-profit, independent organization dedi cated to im proving the quality o f autom otive service and repair through the voluntary testing and certification o f autom otive professionals. A SE-certified technicians w ear blue and white ASE shoulder insignia and carry credentials listing their exact areas o f certification. Their em ployers often display the blue and white A SE sign. A pproxim ately 415,000 profession als hold ASE credentials. Visit the ASE Web site (www .asecert.org) for more information. cS e o J v S p $v t t i t r . Angela Yee Loong 407 Barclay Crescent Oakville, Ontario L6J 6H8 Dear Mr. Lockw ood: Last Saturday I had my final service for my Dodge Caravan at your dealership. After driving 3 Caravans, since 1998 my kids and I felt it was time for a change! We wanted to switch to an SUV but the Jeep Cherokee was not in my budget! It was not a decision I made easily as the service we have received at Lockwood for the past 10+ years has been outstanding and I was very reluctant to end this relationship. -- Do your homework before taking your Vehicle in for repairs or service. Get involved in the process. the vehicle's system s and com ponents. 3. Follow the recom m ended service sched ules. Keep a log o f all repairs and service. 4. Use all o f your senses to inspect your car for the follow ing: · U nusual sounds, odors, drips, leaks, sm oke, w arning lights and gauge readings. · Worn tires, belts and hoses. · Changes in acceleration, engine perform ance, gas m ileage or fluid levels. · Problem s in handling, braking, steering or vibrations. 5. Note w hen the problem occurs: · W hen did the problem first start? Is it constant or periodic? D oes it occur w hen the vehicle is cold or after the engine has w arm ed up? · A t all speeds? U nder acceleration? During braking? W hen shifting? 6. O nce you are at the repair establishm ent, politely stay involved in the process: · Be prepared to describe the sym ptom s (but do not suggest a specific course o f repair). · Do not be em barrassed to ask questions or definitions o f technical terms. · D on't expect an on-the-spot diagnosis, but ask to be apprised o f the problem , course of action and costs before w ork begins. · Be sure you understand policies regarding diagnostic fees, labor rates, return o f old parts Your whole service team should be commended for their excellent customer serv ice. Over the years I have got to know Jeanie Gervais quite well and I would like to acknowledge her specially for her excellent customer service. Jeanie knows all her customers by name, she is always pleasant, extremely accommodating and very approachable and I believe she provides customer service beyond anyone's expectations. I also wish to acknowledge Marco Diaferia from your sales team. I had popped into the dealership to look at the new Caravan one more time before making my final decision. Marco offered to price out a vehicle for me, even though he knew I may not be pursuing another van. However, because of the kind manner in which he treated me, I came very close to owning my 4th Caravan!! He took the time to find out my needs, showed me a couple of vans and a sedan providing different options without being aggressive. Given my experience over the last few months with some of the sales consultants at various dealerships the motor industry has a long way to go when dealing with women buyers! Thank you to your team -- I know I will miss the service!! Y ou r s o u rce fo r w e e k ly to m in u n ity ne w s, lo crtl s po r t s c o v e r ag e, t r av el i n f o r m a t i o n , and busi nes s ma t t e r s . Yours sincerely, 'JS U A ngela Yee Loong LOCKWOOD C H R Y S L E R O akville's 20 00 · 2001 Five Star C ertified Dealership 175 Wyecroft Road, Oakville 905.845.6653 (betw een Kerr & Dorval) Listing our home w ith Joanne Dean was som ething we probably should have done earlier. A fte r a long listin g period w ith another agent th a t did n o t generate th e re su lts we expected Joanne was referred to us. W ith Joanne's enthusiastic approach and a b ility to provide o[ualified candidates resulted in a sh o rt listin g period, g e ttin g us th e price we wanted fo r our home. I would highly re co m m e n d Joanne to anyone who is looking to sell th e ir home. Her professional approach and experience in th e field will likely re su lt in a sh o rt listin g period. * Customer Satisfaction is Our Commitment! lo o k f o r OUR REO COM M ENT B O X __ fe e d b a ck We Welcome your to serve you better r Mare Customer1 s Great sports Kim Ang has been employed with Canadian Tire for 10 years. Kim is always there to help out a customer who needs extra help. She loves deal ing with the public and fellow co workers and is a delight to have as an employee. Kim has received a number of "special" thanks from customers. Veeru Patni has 12 years of Canadian Tire experience and has been an impor tant part of our team since 1989. He is A.S.E. certified and brings his wealth of knowledge and dedication to serve our customers with integrity. His ability to effectively assist our customers has devel oped a loyal and trusting customer clien tele. Veeru has received 4 cards of thanks in the last 2 weeks. THE B0UTTES "Grea` ^ '" `esomc knoU'Wg* section " The JG < " * t-h e l *aa *nc *°«Jer o f t h a t you you an ^ e . 31sn,er . ifu^ e'th, ^ C T c ^ 9{C U s`oner ,,, and n '^Z!?*e ^ s tlo n 'you had the '"r u e a lw a ys 'owedwere th ro u g h AUTOMOTIVE CENTRE FEEDBACK! Customer DAVID "Service desk staff and repair technician were polite and professional. - Pleasant, experience definitely coming back!" . within 2 4 hbL / ~' ^ne phone irough w ith every ..nether it was big o r sm all. You made available to us the m ost modern o f methods to purchase our house y e t you s till excelled a t th e m ost reliable bu t old fashioned you made house calls - even t**papers were signed - Customer ROSS "They always treat me well. I am sure they appreciate my business." '^ ^ ' > r ,.ice/romAndr m Sports & Bikes me- Thank you" "Ryan is a great, .real .atom m Customer Monica savs1 r ,oMp appreci^- ° /,, o l M " "? | ^ Customer RO N " Customer service displayed from your shop employee working on my vehicle was exceptional." Customer JO H N "The service staff were very helpful and polite. Very good service. Thanks!" not a closer store at work - keep it "P ftor ifie, tftside>stoty, ooM . .. JOANNE DEAN Sales Representative innnD m n/^ tire/ C a \ / _ n a d ia n 400 Dundas St. E. T ir e ^^^iiiiiiiiiiiiiiiiiiiiiiiii 9 0 5 8 4 5 - 4 2 6 7 r o y a l l e p a g e ?o s e x t. u i Royal LePage Real Estate Services Ltd.. Broker joannedean@royallepase.ca' 845-0094 DUNDAS & TRAFALGAR RD. 905-257-TIRE