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.
Autowerkes Maine: Unforgettable, Landmark Building Spells Unique
A little planning goes a long way, or, in the case of Voit Ritch, a lot of planning results in a new landmark building that can’t help but be noticed. To be exact, the all-new Autowerkes Maine in Freeport took two-plus years of planning and the help of staff and current customers to make the project all come together, culminating in a Grand Opening celebration on Aug. 25, 2012.
Vehicle-Specific Diagnostic Equipment: The Future Is Here
While reviewing our shop equipment needs for an upcoming move to a new location, we decided it was time to look at our diagnostic equipment to see what was new and decide if we needed to update it. Again. What we discovered made my day!
Conducting A Successful Focus Group
The research tool known as the Focus Group has been around for many years. The idea is to assemble a small group of individuals to discuss specific topics, view advertising concepts or, otherwise, offer their opinions.
We Worry Too Much About High Tickets And Labor Rates
Raising your labor rate and trying to increase your average ticket dollar amount in an effort to increase income may not be the way to financial stability. In fact, it might just make you fail! Before you send for the men in white coats and call me crazy, please have an open mind and read on.
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.
A Tip For Interviewing Service Advisors
When interviewing service advisors, always ask them to rate their “sales skills” on a scale of 1 to 10. If they’ve been in sales for more than two years, and they respond with anything less than an 8, something is wrong. Either they recognize that they don’t have what it takes, or they lack self-confidence.
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.
10% Growth Needs To Be The Goal
Here’s where a lot of shops get into trouble. They’ll tell themselves that their businesses are doing well, and all they want to do is “fine-tune” their operations rather than grow.
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.