Management: How Do You Spell Customer Service?

Management: How Do You Spell Customer Service?

In running a successful import service business today, you need loyal, repeat customers. Just as importantly, you also need reliable, reputable suppliers. Any way you look at it, your parts suppliers play an important role in the day-to-day operation of your shop. So choosing suppliers should be a well-thought-out decision.

By Mary Della Valle
Editor
ImportCar

In running a successful import service business today, you need loyal, repeat customers. Just as importantly, you also need reliable, reputable suppliers. Any way you look at it, your parts suppliers play an important role in the day-to-day operation of your shop. So choosing suppliers should be a well-thought-out decision.

In a recent survey of ImportCar readers, we asked the question: “What are the top qualities you look for in a parts supplier?”

While their responses can be grouped into a handful of different categories, the top-scoring attributes included quality, service and availability. It all makes sense.

Using quality parts not only provides a long-lasting, superior job, it also boosts the reputation of the shop, elevates trust, ensures customer safety and eliminates comebacks.

Similarly, respondents indicated that good service from their parts suppliers makes them more productive. Good communication helps with identifying and getting the right parts, promptness saves time and money, and efficiency equals less down time.

The parts availability factor also helps technicians service imports with efficiency. Suppliers that are in close proximity to their customers, and who have the right parts in stock, are more likely to be the technicians’ “first call.”

Quality is the minimum price of admission today for suppliers to the import aftermarket. Just as your customers expect a quality repair from you, you expect none other than quality parts from your suppliers.

Distinguishing factors that provide the most customer service (like loaner cars, extended service hours, a nice waiting room, etc.) help set you apart from your competition.

In the same way, availability, prompt delivery, and knowledgeable, friendly salespeople help determine which suppliers earn your business. Credibility is lost if the wrong part is delivered, the car is improperly serviced or the person on the other end of the phone is not very friendly or helpful.

So, in the end, whether you are the person who throws away the box, or the customer whose vehicle is on the lift, quality is the foundation of the sale. The closing of that sale and the repeat business depends on how you and your suppliers spell customer service.

You May Also Like

ZF Expands SACHS CDC Shock Line for U.S., Canada

The release expands ZF’s line by more than 70% reflecting growing demand for advanced damping technology in the aftermarket.

ZF Aftermarket announced the launch of 33 new part numbers in March for SACHS Continuous Damping Control (CDC) shock absorbers for approximately 1.6 million passenger vehicles in operation in the U.S. and Canada (USC). The new products expand ZF’s line of SACHS CDC shock absorbers by more than 70 percent, reflecting growing demand for advanced damping technology in the aftermarket, according to ZF.

Philips Announces Xperion 6000 LED Under Hood Work Light

It features a motion detection switch that allows mechanics to turn the light on and off with a wave of their hand.

Snap-on Announces Latest Software Release

The latest software includes new coverage, guided component tests and features.

Continental Tire Opens Retread Solutions Center in South Carolina

The company said it hopes to uncover new improvements and technologies to innovate the retread process.

Philips Announces GoPure GP5212 Automotive Air Purifier

It uses a 3-layer filter to deliver cleaner, healthier, fresher air on the go, Lumileds said.

Other Posts

AACF Launches 65th Anniversary Fundraising Initiative

The campaign aims to raise $65,000 through 1,000 donations of $65 each.

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.