I've learned to do many things over the years including appliance repair. One of the oddest repairs to explain is the need to replace a defrost heater rod. The explanation goes something like this:

"The reason your freezer isn't getting cold is because the heater isn't working."

You see, the defrost heater is on a timer that comes on just long enough to melt the ice that has formed around the evaporator. If the ice builds up, the fan will not be able to blow cold air over the evaporator and into the ice box so the freezer stops working properly.

Many automotive repairs require similar explanations. How you present these to your customers can impact your profits, customer satisfaction, and their level of trust in your organization. So here are a few fundamentals to remember:

- If you don't understand an answer, say "I'm not sure how that works, but I'll get the technician to explain it to you."

- Whatever you do, don't try and BS your way through an explanation.

- Have resources available (such as pictures and diagrams) to explain the most misunderstood repairs.

- Ask the customer if your explanation makes sense.

Learning to explain repairs is a critical component to repeat and referral business. So do your homework and practice your presentations!