Listen and document

1. customer concerns
to begin the process of
Completed testing, inspecting
10. repair order is and repairing
A test drive
reviewed, explained
and signed by the
their vehicle.
2. verifies cus-
tomer concerns
customer. Key and
and provides
vehicle are returned
additional
to the customer.
10 Steps of information.

9. After final
test drive,
the technician
Professional 3. Technicians
attend

Diagnostics
confirms the system-specific
repair was training on a
achieved and continuing basis.
customer con-
cerns were
addressed.

Interaction
8. with profes-
sional technical 4. Ongoing
hands-on
hotline services Automotive Service Association ®
training
can enhance MEMBER enhances the
the speed and expertise of
accuracy of the technicians.
evaluation. Resources, time and training
help deliver professional diagnostics
Technicians and a quality repair.
7. must have
an understanding
5. Advanced
technical equip-
Electronic ment is essential to
of complex
wiring diagrams
6. information
systems, technical
accurately analyze
and repair today’s
and a working service bulletins vehicles.
knowledge and professional
of computer- forums are essen-
controlled systems. tial resources for
successfully arriv-
ing at a solution to
address the problem.
 ASA Code of Ethics
The Key to
This establishment subscribes
Professional to the following business practices.

• To perform high quality repair service at a fair and just

Vehicle price.
• To use only proven merchandise of high quality
distributed by reputable firms. Automotive Service Association®
Evaluation • To employ the best skilled technicians obtainable.
• To furnish an itemized invoice for fairly priced parts
and services that clearly identifies any used or
As a member of the remanufactured parts. Replaced parts may be inspected
Automotive Service upon request.
Association (ASA), • To have a sense of personal obligation to each individual
our shop abides by a customer.
Code of Ethics. We join • To promote good will between the motorist and
members of this Association.
with other shops across • To recommend corrective and maintenance services,
the nation to improve the explaining to the customer which of these are required
image and professional- to correct existing problems and which are for preventive
ism of the automotive maintenance.
service industry. • To offer the customer a price estimate for work to be
performed.
Quality repairs and
• To furnish or post copies of any warranties covering
customer satisfaction are parts or services.
the ultimate goals for our shop. Friendly and • To obtain prior authorization for all work done, in writing,
experienced personnel are here to provide fair
and affordable solutions.
or by other means satisfactory to the customer.
• To notify the customer if appointments or completion Providing a
We strive to provide a repair experience that promises cannot be kept.
is professional and offers Quality:
• To maintain customer service records for one year or
more.
Professional and
• To exercise reasonable care for the customer’s property
Q ualified technicians trained to use advanced
diagnostic equipment
while in our possession.
• To maintain a system for fair settlement of customer’s
Quality Repair
complaints.
U nderstanding the complexity of today’s
automotive systems
• To cooperate with established consumer complaint
mediation activities.
Experience for
A ccurately diagnose your vehicle’s problem • To uphold the high standards of our profession and

L istening to our customer saves time in

always seek to correct any and all abuses within the
automotive industry.
Our Valued
testing and repairing the problem
Customers
• To uphold the integrity of all members of the Automotive
Service Association®.
I ntegrity in providing quality parts and service
T rust the diagnosis and cost of repair
Y our concerns are addressed in a professional Learn our 10-step process for
manner Automotive Service Association ®
properly repairing your car and
8209 Mid Cities Blvd.
THANK YOU for your trust and we look North Richland Hills, Texas 76182-4712 getting you back on the road.
forward to being your complete vehicle repair (817) 514-2900 • Fax (817) 514-0770
facility. www.ASAshop.org 03/15