How To Handle Angry Customers: Using Emotion To Your Advantage
Auto repair shops and parts stores face a unique challenge: The majority of their customers are uncomfortable in the world of vehicle maintenance and repair. They’re intimidated. And on top of that, they’re fearful of the potential cost of fixing their car or purchasing a critical maintenance part – so emotions are running high from the get-go.
The Most Important Element In Gaining Customer Loyalty For Your Business
Understandably, people prefer to be treated like human beings. Sadly, most auto service businesses fail at this critical “emotion” component. With no process in place, they default to treating customers like just another job, another ticket, another vehicle in their daily car count.
Customer Trust: Are You Building It Through Your Communications?
Building customer trust is one of the most important factors in the growth and continued success of any shop. It is defined as “firm belief in the reliability, truth, ability, or strength of someone or something.” When we look at it, communication is at the center of this.
How Are You Helping Your Customer?
The way we shop and the way we consume is evolving. We live in a world where convenience is king. The automotive repair sector isn’t immune from this evolution, says Kristen Criswell, editor of Shop Owner magazine.
What Women Really Want From Your Automotive Repair Shop
If over half of your customers are female, why haven’t you taken a moment to think about how to provide for them in a better way? Most women dread, or at least shy away from, all things automotive – especially when it comes to automotive repair. So, let’s flip things around and cater to that customer segment to not only be a well-rounded business, but also elevate the customer experience for your female clientele.
Phone Spoofing: A New ‘Robocall’ Trend May Impact Your Shop
Your phone rings. The caller ID displays a number you don’t know, but it’s local so you answer it. Then, a robocall commences. Using local numbers is a new way phone scammers are hoping to get callers to answer. But, how do these automated calls get local numbers? Often, they are spoofed from businesses or individuals.
Educating Customers To Make The Right Decision: Building Trust And Lasting Loyalty Among Your Customer Base
There used to always be a fight in our shop. A fight with the customer to get them to open their wallet. A fight with the staff to get them to treat the customer right. A fight to be profitable. It’s amazing to look back on how hard things used to be, before we made educating our customers to make the right decisions a way of life.
Timing Is Everything When Handling Damage
We have all felt that empty feeling in our gut when a client walks back in the door with the “look” shortly after installing that new set of tires on their BMW. They uncomfortably begin to describe some rim damage that didn’t exist when the car was dropped off. Yes, you have policies in place to address such situations, but, for whatever reason, the training on quality control has failed and now you are left to deal with the fallout. What’s next?
Five-Star Mediocrity: If You’re Not Creating Positively Memorable Experiences, You’re Not Creating True Customers
Specializing in training for independent tire/auto service businesses, I normally steer clear of new vehicle dealerships for tires or service work for my personal vehicles. The exception to this rule occurred recently when I brought in my 2016 Chrysler 300, a company car I lease through my business, into my local Jeep-Chrysler dealership in response to a safety recall notice.
VIDEO: Providing Memorable Service Experiences
Customers have more choices than ever when it comes to automotive service, so the service experience you provide needs to be remarkable and memorable. Mary DellaValle presents three ways to do that in this Management Minute. Sponsored by Auto Value and Bumper to Bumper.
New Business Models Help Provide A Better Customer ‘Experience’
Service is the name of the game. Customers have too many choices today for everything they want to buy. When you deliver service that is second to none, you will become your customers’ “first call” for ongoing vehicle repairs, says Mary DellaValle, editor of Shop Owner magazine.
Honesty Is The Best Policy – Higher Standards Of Customer Service Wins Customers Every Time
As automotive repair shop owners, we are absolutely held to higher standards to meet customer service expectations. That’s because of the associated negative stereotype that comes with consumers having to dole out money on recommended repairs, oftentimes that are unexpected or that amounted to more than they can afford. Most customers equate honesty from a shop as good customer service, and feel it should also be an inherent practice. And, they wouldn’t be wrong about that notion.
