Let’s be honest, communication in a busy workshop can sometimes feel like trying to have a conversation in the middle of a motorway. There’s noise, there’s pressure, and there’s always someone needing something urgently, but when it comes to MOT testing, getting communication right isn’t just nice to have – it’s absolutely essential.
Why MOT Communication Skills Matter More Than You Think
You might be thinking, “I’m a mechanic, not a customer service rep!” but whether you’re explaining an MOT failure to a worried customer or discussing a tricky test scenario with a colleague, clear communication can make the difference between a smooth day and a complete nightmare.
The DVSA have been thinking a lot about this lately (you can read some of their thoughts HERE), and they’ve recognised something important: the MOT scheme is complex, and getting the message right really matters. When communication breaks down, misunderstanding are more likely to occur, frustrations can build up, and standards can slip.
Talking Shop: Communication Between Colleagues
Have you ever had a moment when you’re trying to explain why you’ve failed a vehicle on a particular item, and your colleague just doesn’t get it? Perhaps you’ve been on the receiving end, scratching your head over someone else’s interpretation of the manual?
This happens more often than we’d like to admit.
The MOT testing manual contains a lot of info (yes, we know that’s putting it mildly!), and sometimes different testers can interpret the same guidance in slightly different ways. That’s where good MOT communication skills between colleagues becomes crucial.
Here are some ways to improve workshop communication:
Make time for proper handovers. When you’re passing on information about a vehicle or a test, take those extra 30 seconds to be clear. Don’t assume the other person knows what you mean by “it’s borderline”, take the extra few seconds to spell it out.
Ask questions without ego. There’s no shame in double-checking something with a colleague. “Can you have a quick look at this suspension component? I want a second opinion” is always better than guessing.
Share knowledge regularly. Whether it’s over a brew or in a quick team meeting, talking through interesting cases or recent updates to the testing manual helps everyone stay on the same page. The DVSA has been working on improving their communications, and we should be doing the same within our workshops.
Create a culture where it’s okay to say “I don’t know.” The MOT manual changes, new vehicle technologies emerge, and nobody can know everything. By saying “let me check that” or “what do you think” helps to build trust and reduce the risk of mistakes.
The Customer Conversation: Making MOT Results Clear
Now, let’s talk about the really tricky bit…customers!
We’ve all had that customer who’s convinced their car is perfect only for it to fail on multiple items, or the one who doesn’t understand why their brand-new tyres still failed because they’re the wrong load rating.
The challenge here is that most customers don’t speak our language. They don’t know their OSF from their NSR, and terms like “prescribed area” or “anti-roll bar linkage” might as well be ancient Greek.
Here’s how to bridge that gap:
Ditch the jargon. Instead of “excessive corrosion within the prescribed area,” try “there’s too much rust in a safety-critical part of the structure.” Yes, you need to be accurate, but you also need to be understood.
Show, don’t just tell. Whenever possible, show customers what you’re talking about. A quick photo on your phone or walking them to the vehicle can work wonders. “See this bit here? This is what we’re concerned about” is much more effective than a printout full of technical terms.
Manage expectations early. When someone books an MOT, it’s worth mentioning that you’re legally required to test to a specific standard. A quick “Just so you know, we test everything according to DVSA guidelines, and we can’t let anything borderline go through” sets the scene nicely and helps to manage expectations.
Be empathetic, not defensive. When delivering bad news about a failure, a bit of empathy goes a long way. “I know this isn’t what you wanted to hear, and I’m sorry about the timing” acknowledges their feelings without compromising your professional standards.
Explain the ‘why’ behind the test. Customers are more accepting when they understand the reasoning. “This component is checked because if it fails whilst you’re driving, it could affect your steering” helps them see you’re not just being picky.
When Communication Breaks Down
Even with the best intentions, communication can sometimes go pear-shaped. You might believe that you’ve explained something clearly but the customer still doesn’t get it. Sometimes it’s just because emotions are running high thanks to a car failing unexpectedly or there might be other factors such as a language barrier.
The DVSA’s been working on improving how they communicate with the industry, recognising that when messages aren’t clear, the whole system suffers. The same applies in our workshops.
When things aren’t going well:
- Stay calm and patient. Getting frustrated never helps anyone understand better.
- Try a different approach. If explaining it one way isn’t working, come at it from another angle.
- Offer to put things in writing. Sometimes people need to read something or talk it through with someone else.
- Know when to escalate. If your customer appears to be struggling to understand or is starting to become difficult, asking a manager or colleague step in can really help.
Building Trust Through Better Communication
At the end of the day, good communication in MOT testing is about building trust. Trust between colleagues that you’re all working to the same standards, and trust with customers that you’re being fair, honest, and thorough.
The DVSA has recognised that improving communication is an ongoing challenge, and they’re working on making their guidance clearer and more accessible. It’s what happens on the garage floor, in those daily interactions between testers and between you and your customers, where the real magic happens though..
Every time you take an extra moment to explain something clearly, every time you check your understanding with a colleague, every time you show a customer rather than just tell them, you’re not just communicating better, you’re making the whole MOT system work better.
Got thoughts on communication challenges in your workshop? We’d love to hear how you handle tricky conversations with colleagues or customers. If you need help getting to grips with communication in your MOT Testing Centre get in touch