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.
How To Raise The Bar On Sales
How do you set the bar for high performance at your automotive business? This article covers six essential elements.
Loaner Car Programs: Adding Convenience And Value For Customers
While courtesy shuttles once served as a solution, today they no longer offer the same “wow factor” for customers as they once did. Instead, savvy shop owners are beginning to follow the example of luxury car dealerships – offering customers a loaner car to use while their own vehicle is in the shop, especially in the case of overnight repairs.
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.
Video: Retaining Customers
It is more expensive to find new customers than to keep existing ones. Here are a few tips to get your customers coming back in to your shop.
Selling On Trust: Established Relationships Beat Selling On Safety And Value
Wouldn’t it be nice if cars came into your shop with an ATM machine in the dash? After you fixed what was necessary on the car, you put in your shop credit card, punched in the invoice amount and the money due came out. I’m hoping to make service writing seem that easy.
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.
Trust Bridges The Gap Between Quality Repairs & Repeat Business
Quality is the name of the game today. Your customers expect expert repairs that are done right the first time, restore vehicle performance, and ensure many miles of worry-free driving. But, you won’t get a second chance to showcase your quality work unless you’ve earned your customers’ trust, says Mary DellaValle, editor of Shop Owner magazine.
