Peter Drucker, the Austrian-American author, once said, “The purpose of business is to create and keep a customer.” With that in mind, the total customer service experience needs to meet, or, better yet, exceed customer expectations in order to retain each customer.

At Repair One, we have been continually striving to do just that since we opened our doors on Jan. 6, 2003. Our original mission statement has helped us keep excellent customer service at the forefront of our business goals.

Our mission at Repair One is “to provide quality and dependable auto repair and service with complete integrity and to build long-term relationships based on honesty, service and respect.” In order to accomplish our mission, many steps and procedures must be in place and consistently followed. Four areas of focus that we like to emphasize are: 1) The initial customer contact and welcome; 2) the vehicle inspection process and communication with the customer; 3) the delivery process; and 4) the follow-up.

1. Initial Customer Contact

First impressions really do make a difference. Greeting customers promptly and in a friendly, professional manner when they arrive at the shop goes without saying, as does greeting customers or potential customers on the phone with enthusiasm and a “smile in our voice,” as our coach, Kevin Vaught with Elite, likes to say. Let’s face it, if a customer is coming in with an unexpected repair and  not for scheduled maintenance, a friendly face and warm greeting can help alleviate the anxiety someone may feel concerning their car repairs. First-time customers are given a virtual “tour of the shop.” This means that in addition to finding out who referred them or how they found us, we also let them know who we are and what services we offer.

The atmosphere of the shop is another key factor that contributes to a great first impression. We recently remodeled our shop with an updated look and a more inviting and user-friendly waiting area. Customers have use of one of the iPads on our iPad counter with free WiFi, as well as a child-size play table. Plus, there are complimentary drink choices, and they can even choose to use our free area shuttle service.

2. Customer Communication

We believe in the philosophy of letting the customer know 100% of their vehicle’s needed repairs or services 100% of the time. In order to accomplish this, our vehicle inspection process is very detailed and thorough. This is based on vehicle inspection forms that list each item to be inspected and are specific to the area of expertise of our technicians. Our service writers then follow up to ensure that all items have been inspected before calling the customer. Communication with each customer is a key part of the complete customer service experience, but is often where mistakes and misunderstandings occur in business relationships. Clearly communicating the repair or service and then regularly following up with the status are integral parts of keeping customers satisfied. Our service writers explain to the customer what repairs are needed now and what repairs can be done later, thus empowering the customer to make an informed choice on the services to be completed at that time.

3. Vehicle Delivery

Our delivery process is comprised of three steps to ensure the customer has a complete understanding of the repairs or services performed and any future services needed: 1) All current and future (necessary) repairs are documented on the customer invoice, which is reviewed by the service writer upon vehicle pickup; 2) the customer is informed about the benefits of getting scheduled maintenance done and that they will receive an email and a postcard reminder for these services; 3) we explain that part of our delivery process is our 24-month/24,000-mile nationwide warranty. We offer a large envelope with all of the details about our warranty included in it, which is also a convenient place to keep all of their service and repair receipts. 

4. Follow-Up

A call to our customers a day or two after their visit is part of our follow-up procedure. This is a great opportunity to get feedback on their visit and build relationships. We truly care about our customers and have built great relationships with many of them over the years. An example that demonstrates that commitment is when a new manager came on board, and he kept referring to our “friends” when talking about our customers. Finally, he came to the realization that all of these people were not our personal friends first, but rather customers who became our friends through our relationship with them at Repair One.

We also send personal thank you cards to every new customer and most of our other customers every day. At Repair One, we feel that you can never do too much when it comes to providing great service. 

In order to be successful in that quest, procedures have to be in place and consistently followed. In the end, it is our relationship with our customers and the satisfaction that comes with doing our best that really matters.