Dear Editor: While repair shop personnel have an obligation to satisfy their customers, consumers can increase the odds of a successful transaction with this sometimes baffling business by having a better understanding of vehicle repair procedures. The American Automobile Association has produced a free informational brochure titled “The Careful Consumers Guide to Car Repair” and is offering recommendations on how motorists can better communicate their needs and expectations to shop management. AAA research shows shops are underestimating consumer expectations when it comes to the number of mechanics to do the work; time required for maintenance repair; convenience of service hours; convenience of service locations; special offers/discounts; warranty provisions and fairness of fees. Areas where repair providers overestimate importance to consumers are: promptness in writing up service orders; courtesy of personnel; helpfulness of personnel; and shop reputation. AAA North Jersey, which provides repair services as well as emergency road service to members, has identified a network of over 75 independently inspected Approved Auto Repair facilities in Bergen, Passaic and Hudson counties. These facilities offer specific benefits and protections to AAA members, and must consistently achieve high levels of customer satisfaction. Visit any AAA North Jersey office in Wayne, Oradell, Fair Lawn or Secaucus to obtain a free copy of the brochure, “The Careful Consumer’s Guide to Car Repair.” AAA