A few weeks ago I was approached with three different questions.
A customer asked me: "What do think about installing a code reader in my car? I want to know the shop has repaired the right system."
One of our technicians asked me: "Why didn't the customer respect my decision? He asked questions that showed that he didn't understand the complexities of repairing his BMW, yet he still didn't trust me."
Another technician mentioned: "I tried to explain why I needed to replace these additional parts, but it's highly technical. Why doesn't he [the service writer] just take my word for it?"
Though somewhat different on the surface, all three questions have something in common; they all relate to TRUST.