Automotive repair industry reaches out to customers.

WASHINGTON, D.C.--(BUSINESS WIRE)--June 6, 1996--Indianapolis consumers entered the winner's circle today in their race for fair treatment from the automotive maintenance and repair industry.

For the first time ever, participating vehicle repair shops in the city agreed to follow the industry standards set by the Motorist Assurance Program (MAP). ``Technicians at MAP member shops will now use industry developed inspection guidelines to provide more consistent recommendations to motorists,'' said Lawrence S. Hecker, MAP president.

MAP got industry experts together and developed Uniform Inspection Guidelines for all major vehicle systems, from electrical to brakes to suspension. All MAP member facilities have committed to following these guidelines. ``That means no more second guessing, no more worrying that a different shop will give you a different story, and no more miscommunication about what the car requires,'' Hecker explained.

Participating companies made this commitment in order to help restore consumer confidence and trust in the automotive maintenance and repair industry. Each MAP member company has agreed to:

- incorporate MAP's unique approach to customer relationships into its daily business;

- orient employees on how to use MAP's industry-developed Uniform Inspection Guidelines for all major vehicle systems when working with customers to explain inspection results and recommendations; and

- post MAP's Pledge to Customers and Standards of Service on walls and in waiting areas.

``MAP participants and their customers will finally be able to trust one another thanks to the use of MAP's Uniform Inspection Guidelines,'' Hecker observed. Currently, guidelines for exhaust and brake systems; electrical systems; ABS; steering and suspension systems; heating, ventilation, and air conditioning; and engine maintenance & performance are available and being used by technicians in participating stores.

In addition, the Pledge to Customers and Standards of Service publicly proclaim the new way of doing business MAP represents. ``These are not PR gimmicks,'' Hecker emphasized. ``The Pledge and Standards are vital parts of the customer communication process, telling consumers exactly what they can expect from every MAP member shop.''

The Indianapolis program is the first phase of MAP's plan for a national education effort. ``We intend to enroll service providers and retailers -- from small independent shops to large chains -- throughout the U.S. to educate both facility employees and consumers,'' Hecker said.

MAP also offers a free brochure for consumers, ``How to Find Your Way Under the Hood and Around the Car.'' Single copies are available by calling 202/466-7050, or by writing to MAP, 808 17th Street, NW, Suite 200, Washington, DC 20006-3910.

MAP was formed in June 1992 by a group of service providers, manufacturers, associations and others who were concerned about the reputation of the automotive repair industry. MAP works to strengthen communication and trust between the industry and its customers. MAP has also established relationships with consumer groups and regulatory agencies. Future MAP projects include establishment of a MAP shop accreditation program, standards for automotive repair advertising and wide distribution of its materials.

CONTACT: Motorists Assurance Program, Washington

Lawrence Hecker, 202/466-7050