Customers are complicated to say the least. They rarely walk in to your service repair facility with a smile and it is your job to make sure they leave smiling. It's much easier if you keep them in the loop so they aren't surprised by an unexpected breakdown. Using Facebook, Twitter, and email you can help keep your customer happy by educating them.
Help them understand the repairs they need and why and your will see a higher return in your business. Remember there are no new customers only customers you take from someone else. So be your best.