AUTONET TV

Service Center Standard and Procedures

All VA pilots have checklists for every aspect of flying. They always use their checklists even if they only have two steps on them. They do this simply because a checklist is a great way to not forget steps. It is also how they can assure a predictable outcome.

That is why Herndon automotive service centers including McLearen Shell have procedural standards for each service they perform. McLearen Shell technicians are trained step by step. And they perform the procedures step by step, the same way each time. By training to procedural standards, VA service centers can assure a quality outcome. The job is done right every time and Herndon customers leave happy with how their vehicle performs.

Each company trains its technicians to standards. The VA automotive industry as a whole is very committed to standards of excellence and encourages individual VA service center operators to apply them to every vehicle they service.

An example is how McLearen Shell grades problems and communicates their recommendations. If your service advisor tells you that a repair or replacement is required it must meet the following criteria:

The part no longer performs its intended purpose
The part does not meet a design specification
The part is missing

They may suggest repair or replacement:

If the part is close to the end of its useful life - just above discard specifications or likely to fail soon
To address a customer need or request - like for better ride or increased performance
To comply with maintenance recommended by the vehicle manufacturer
Based on the technician's informed experience

Here are some examples:

An exhaust pipe has rusted through and is leaking. Replacement is recommended because the part has failed. If the pipe were rusted, corroded or weak but not leaking, the technician may suggest it be replaced because it is near the end of its useful life and replacing it now may be more convenient for the customer.

Suppose a customer wants to improve his car's handling, but his shocks haven't failed. The may suggest replacement of the shocks to satisfy the customer's wishes.

Under these guidelines the Herndon car repair shop must refuse partial service of a required repair if the repair creates or continues an unsafe condition.

Let's say a customer has a cracked brake rotor. This is a dangerous condition that must be repaired. If the customer does not want to replace the rotor but instead just wants new brake pads installed, the shop must ethically refuse the partial repair. That can be an upsetting conversation, but understanding that Herndon service centers operate under service standards and procedures is comforting. You want your service to be done right and to have confidence in your technician's recommendations.

The VA automotive service industry and McLearen Shell want the best for you and for you to keep coming back.

McLearen Shell
3043 Centreville Road
Herndon, VA 20171
(703) 318-7744
http://www.mclearenshell.com