What Does The Customer Need?
If I have not been direct enough about that in the past, let me be so now. What you repair, how often you perform maintenance, typical component failures and the motivating reason for owning a vehicle have already changed.
VIDEO: Use Software To Help Your Shop Operate More Efficiently
Doug Kaufman talks about convenient features included in shop software to give your customers the best possible repair experience, including texting and photo note taking. Sponsored by Manager SE from Mitchell1.
VIDEO: Matching Brake Pads With Customers
Andrew Markel discusses selling brake pads to customers by identifying the way in which the customer uses their vehicle. Sponsored by Auto Value and Bumper to Bumper.
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.
Lessons From A Day Being Out Of My Comfort Zone
Being under the dash or hood of the modern car is my comfort zone, but it doesn’t hurt to get out of that comfort zone. I could use a reminder now and then that what I do for a living isn’t all that bad, and I owe my customers a great deal of gratitude for their patronage and for putting up with this snarly old mechanic.
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 ImportCar magazine.
You Do Much More Than Fix Cars – Don’t Ignore The Value Of Customer Trust
You are doing much more than just fixing cars, and that takes a team effort. Every part of the service experience should reflect quality, service excellence and professionalism, as you work together as a team to make customers return to your shop with confidence and commitment, says Mary DellaValle, editor of ImportCar magazine.
VIDEO: Explaining Service To Customers
Andrew Markel stresses the importance of explaining service procedures to customers, including why a repair is needed and how it can extend the life of a vehicle. Sponsored by Manager SE from Mitchell1.
Can Tires Make A Difference?
Dealerships are selling tires at really low prices to capture the automotive service work of consumers. This is compared to independent repair shops that thrive on customer relationships to contribute to the success and profitability of their businesses.
How Accurate Are Reviews? Our Industry Is Under The Microscope
According to some surveys I’ve seen, over 80 percent of the buying public relies on reviews as a way to determine if a product or service is a worthwhile investment. The problem is that it can be difficult to tell when those reviews are a true depiction of the business or product and when they’re being skewed by a person’s attitude and biases.
VIDEO: Getting The Most Out Of Your Inspections
Adam Redling delivers three tips to get the most out of your vehicles inspections and fill your sales pipeline more efficiently. Sponsored by Manager SE from Mitchell1.
How To Make A Great First Impression With New Customers
First impressions are crucial for not only attracting customers, but also for creating a platform to build customer trust and confidence. That’s why it is so important to ensure that your customers’ initial service experience is positive. That way, you can cultivate a feeling of satisfaction that turns into one of lasting loyalty.
