Tips To Make Customers Feel Like A ‘King’
Excellent customer service is delivering a service experience that exceeds the customer’s expectation, while being remarkable at the same time. It’s easy to forget a so-so experience, even one that meets our needs. But it’s hard to forget when you receive top-flight service.
Verify, Verify, Verify
We have all heard the three things needed in real estate for success are location, location, location. The same can be said for successful automotive repair. Think verify, verify, verify.
The Secrets To Follow-Up Calls
When it comes to customer follow-up calls, let’s first talk about “who” you should call. You should call all first time customers (even if they just came in for an oil service) to thank them for choosing your facility. Secondly, you should call all “repair” customers to confirm that the repair, and the quality of your service, met with their expectations.
Remodeling Your Service Counter?
At Elite, we realize that the very first thing a service advisor needs to do with first-time customers is build rapport. Making good eye contact, smiling and shaking the customer’s hand are all part of that process, so when a customer comes in to your facility, the last thing in the world you need is a barrier between your advisor and the customer. Ironically, that’s exactly what most service counters are, and most shops have them for two reasons: it’s the way it has always been done, and it provides a workspace for the advisor.
Common Customer Service Myths Exposed
How to break down the myths of customer service, get into customers’ heads, and figure out the best way to serve them and turn a problem customer into a customer for life.
Ask The Customer Again
When your service advisors recommend additional services that are outside of the customer’s original concern, and the customer initially declines those additional services, in most cases, your advisors should call the customer back at the appropriate time to re-offer the services.
The Power Of An Assumptive Close
We all know that people love choices, especially when they are making a purchasing decision. But when selling diagnostic services, you need to use an “assumptive close.” This means you just assume that the customer is going to authorize your recommendation.
Save Money While Generating Happier Customers
A customer returns to your shop and is not happy. They tell you that you had replaced their alternator in the past, and it recently failed while they were out of town. Most shop owners and service advisors will then ask the customer why they were not contacted before the customer authorized the repair. Asking that question first is a mistake, because it will immediately put the customer on the defense and escalate their anger.
Best Practices For Social Media And Crafting The Right Media Mix
In the first three parts of this article series, we talked about the ways that you can use web technologies to enhance customer service, increase customer satisfaction, create satisfied repeat customers and improve your shop’s bottom line in the process. In this article, I want to talk specifically about the web technology everyone else is buzzing about – social media – and how it can change the world of advertising for local businesses like yours.
Why Should A Customer Buy What You Are Selling?
Ever wonder why a customer does not see the value in what you are recommending and declines the service or repair? Our sales approach, at times, assumes that the customer fully understands the reason for or benefits of a particular service or repair, when in reality, they may have no idea what we are speaking about.
The Customer Can Buy The Part For Less
A customer calls to tell you they discovered that they could have bought a part you sold them for less somewhere else. You can reduce those calls by doing a great car delivery that includes going over the repair order in detail, but when that call inevitably comes in, consider saying something like this …
Prepare The Next Customer Visit At Vehicle Pick-Up
Over the past few months, we’ve talked about how you can leverage web technologies to enhance customer service, increase customer satisfaction and improve your bottom line in the process.