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As a roadside Patrol, I would tell our customers that I would explain the fault to them in very simple terms but I didn’t want to come across as being patronising. If they had a snapped timing belt for example, I would show them one that I had in my van and explain the damage it causes and show them a bent valve. I would give them a ball park figure for a repair (because they always ask you) but tell them that they would need an exact quote from their chosen repairer. They would then be in the picture. I would go on to explain that I would write them a breakdown report for the garage which would contain a lot of technical detail which they might not understand but the garage will. As a business, if you are open and honest with your customers then they will recommend you to their friends – that’s how you grow your reputation and your business and gain the trust of your customers.