Today, before a customer calls, they’ve checked out your website and online reviews. They are half sold on you already. You ruin the sale with your no-quote, “bring it in” attitude. Then, when they don’t make an appointment, you make it their fault and say, “Another price shopper.”
Despite the prevalence of electronic media, most automotive repair facilities, car dealerships, and financial institutions still rely heavily on good old-fashioned direct mail as a key component of their marketing arsenal.
Just like anything else in this industry and in life – building a winning shop culture takes time and effort, in addition to strategy. Good thing no one in the auto repair industry is afraid of a little hard work!
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.
Owner Bill Hill has set a standard with his business that all other repair facilities should strive to emulate. Beyond excelling at customer service and offering top-notch vehicle repair, Mighty Auto Pro has raised the bar in service excellence by going above and beyond the call of duty, each and every day.
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.