Copyright Goodheart-Willcox Co., Inc. Auto Fundamentals 16 are present. If possible, attempt to negotiate a compromise or “win-win” solution for those involved in the dispute. Try your best to resolve problems in a peaceful and diplomatic manner. Dress and Act Professionally No matter how well they perform repairs, messy-looking technicians can be a discouraging image to customers. Always try to keep your appearance neat and professional. Keep your tools and work area clean and organized. Wear clean company work uniforms or otherwise dress appropriately according to shop rules. Make a habit of personal cleanliness and hygiene. While you may enjoy your work as a technician, working for a living must be taken seri- ously. Business owners expect technicians to perform work with a serious and critical eye to accuracy, detail, and safety. Follow your shop’s service and repair policies. Always use appropriate language and manners, especially around customers. Avoid horseplay or other actions that could cause an accident or injury in the shop. Remember that your actions— sometimes even outside of the repair shop—may jeopardize your employment eligibility (such as a driving infraction or failed drug test). Weigh the benefits and risks before making brash choices. Work Ethically, Honestly, and Professionally with Customers One of the biggest, and most overlooked, issues facing a service technician is dealing with customers. You must show courtesy and patience with customers, even when they do not do the same to you. Speak calmly with cus- tomers and treat them with respect and their vehicles with care. Make sure to identify and address customer needs so that you can provide the best advice and ser- vice. If necessary, offer an explanation and description of written repair order services to questioning customers. Try at all times to deal fairly with customers. Always work in a responsible and ethical way. Some- times it is extremely tempting to fall into unethical prac- tices, since it is very easy to make money in the automotive service business by selling unneeded parts and services, charging for work not done, or performing hurried repairs. This attitude is the prime reason that vehicle owners often have a low opinion of automotive tech- nicians. Their opinion can change only if technicians act responsibly and ethically. Developing trust with your customers by prioritizing honesty with them benefits you by enhancing your reputation in the automotive community and increasing your chances of repeat and new customers, Figure 1-18. You should strive to be known first for your honesty and auto technician skill, not for your sharp business practices. Automotive Technician Certifications To advance their careers, almost all automotive service technicians try to attain certification. Being a certified technician tells the driving public that you have the knowledge and experience to properly repair their vehicle. To become certified, you must have a certain amount of hands-on experience and pass a certification test. The National Institute for Automotive Service Excellence, or ASE, is the automotive technician certifying organization for the United States and some other countries, Figure 1-19. The Red Seal Program is the certifying body for Canada. Hurst Photo/Shutterstock.com Figure 1-18. Taking the additional time to review and explain the services performed on a customer’s vehicle builds trust with the customer, develops a good reputation for the shop, and can lead to repeat business. Ken Wolter/Shutterstock.com Figure 1-19. Shop owners use the National Institute for Automotive Service Excellence’s (ASE) logo to advertise the high level of skill and automotive knowledge their ASE- certified technicians possess and to develop a relationship of trust with customers. ASE- certified technicians also commonly wear an ASE patch on their work uniforms to promote their expertise.