When you have to explain an MOT failure to a customer, start with empathy, acknowledge their surprise or frustration with something like “I understand this isn’t what you were expecting.”
Show rather than tell whenever possible, walk them to the vehicle or show them a photo of the issue, using plain English instead of technical jargon. For example, instead of “excessive play in the track rod end,” say “this steering component has too much movement, which could affect how safely you can steer.”
Explain the ‘why’ behind the test, reiterate that these checks exist for their safety and the safety of other road users.
Most importantly, stay calm and patient.
When customers understand you’re testing to a legal standard (not just being picky), and they can actually see the problem, they’re much more likely to accept the result without argument.