Customers for Life: The Key to Earning Customer Loyalty and Trust

Customers for Life: The Key to Earning Customer Loyalty and Trust

Nothing about your business is guaranteed. The number of repair orders you write each day, the number of vehicles you service per month, the amount of money you’ll spend on tools, equipment and supplies, the amount of time you’ll spend working on and in your business, or your year-end profit.

You know all too well that it takes a lot of hard work, energy and effort to make your business succeed. You know that your sales and profits are the result of the intense and on-going planning and preparation you put into the key elements that make up your business. Your profitability is also contingent on the quality repairs you deliver, the quality parts you buy and great partnerships you have with your suppliers, who get you the parts you need, when you need them.

If only your customers would recognize that the dedication you have to your business mirrors the conviction you have to fix their vehicles in a precise, accurate, efficient manner. Some of your customers may appreciate this level of service, some don’t and some go elsewhere because they shop on price alone.

Provide value – Over-deliver on your customers’ expectations that you will fix their vehicle. Accurately diagnose the problem and fix it right the first time.

Gain trust – Educate your customers on the repairs you are performing and why they are necessary to restore the integrity of important vehicle systems. Provide complete vehicle inspections to be on the lookout for failed components in other critical systems.

Differentiate your shop – Find ways to let customers know that your shop is a cut above the rest. Get involved in industry activities, highlight your technicians’ certifications and promote your shop’s specialty.

Ensure quality – Deliver quality service by using quality parts that ensure lasting repairs. Employ some sort of customer feedback tool as a means to gauge customer satisfaction with the repair process.

Increase visibility – Get involved in the community and consider holding a car care clinic to showcase your shop’s service expertise, and to show customers that you care about educating them about vehicle maintenance.

The extra steps you take to ensure customer satisfaction is added assurance that you will earn your customers’ long-time loyalty and respect. Consider each repair you make an opportunity to keep each customer as a member of your shop’s fold.

You May Also Like

Were things better when they were simpler? Probably not.  

Getting nostalgic about the good old days is easy, but many forget the struggles of the time.

Last month, I purchased a 1982 Chrysler New Yorker for $1,500. The car was previously owned by a technician who was moving to Arizona. It had 67,000 original miles. It would be my “beater with a heater” for this winter.

Under the hood is a 318 V8 with a Lean Burn feedback carburetor with a rudimentary engine control module attached to the air cleaner. The system could adjust the spark advance, change metering in the carburetor and even open a solenoid to vent the evaporative emissions from the fuel tank.

Standard Motor Products Announces 123 New Numbers

The release provides new coverage in 53 distinct product categories and 47 part numbers for 2023 and 2024 model-year vehicles.

BendPak Founder Don Henthorn Passes Away

Grew company from small machine shop to global leader in car lifts and garage equipment.

ASE Practice Tests Available Online

You can get a good idea of what to expect by adding the official ASE practice tests to their study plans.

AACF Celebrates 65 Years Serving the Aftermarket

AACF will be announcing more details about this commemorative fundraiser April 1st.

Other Posts

AI Hallucinations

There are three things to look for when trying to determine if AI has created an image.

ASE Education Foundation, Goodguys Continue Partnership

Goodguys is one of many industry relationships the foundation has developed to help solve the technician shortage.

Valvoline Celebrates Female Service Center Employees

As women make up more than half of all drivers in the United States, Valvoline is taking steps to increase their vehicle care confidence.

BorgWarner Announces Plan to Reduce Supply Chain Emissions

A partnership with Manufacture 2030 will support BorgWarner in reaching its Scope 3 emissions reduction goal.