ADAS 34 Don’t defend the invoice. Explain the repair How can front-of-house teams explain ADAS calibration without turning every customer collection into an awkward conversation? A1 ADAS Group’s Richard Taylor answers the questions service advisors ask most often and shares practical ways to make those conversations easier. One of the hardest conversations at the service desk today isn’t explaining why a repair is needed. It’s explaining why the customer’s bill suddenly includes another £200 or more for something they’ve never heard of, can’t see and weren’t expecting. As more ADAS-equipped vehicles arrive in independent workshops, that conversation is becoming increasingly common. Yet research by the Institute of the Motor Industry (IMI) found that while 86% of drivers already have at least one ADAS feature on their vehicle, only 18% could correctly identify what ADAS is. For decades, motorists have been able to see what they’ve paid for. New tyres or brake discs are obvious. ADAS calibration is different. The value isn’t in something that’s been replaced, but in making sure technology already on the vehicle is working exactly as intended. Working with independent workshops across the country every day, there are many questions we keep being asked. Let’s look at how you can best handle them “Customers keep asking why ADAS has added another £250 to the bill. What’s the best way to explain it?” The biggest mistake is making ADAS calibration sound like an optional extra. Instead, explain that it’s the final stage of completing the repair properly. Modern vehicles use cameras and radar sensors for features such as autonomous emergency braking, lane keep assist and adaptive cruise control. If those systems have been affected during repairs such as a bumper removal, suspension work, or certain body repairs, they need recalibrating before the vehicle is returned. This isn’t about selling additional work. It’s about completing the repair to the correct standard and, where the vehicle manufacturer specifies calibration following that repair, making sure those safety systems continue to perform as intended. “I’m worried about overwhelming customers with technical jargon.” Customers don’t need to understand radar technology or calibration targets. They simply need to understand that the cameras and sensors controlling features such as emergency braking and lane assistance rely on extremely accurate positioning. Explaining that calibration is the final check before the vehicle is safely returned is usually all most customers need. How you say it is just as important as what you say. Don’t apologise for the process or make it sound like an awkward extra. Treat it as another professional stage of completing the repair, because that’s exactly what it is. “Customers tell us there aren’t any warning lights on and the car drove perfectly before the repair. What do we say?” A dashboard that’s free from warning lights doesn’t necessarily mean the
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