Ensuring Auto Repair Customer Satisfaction
Let me share with you where most shops miss it with their auto repair customer satisfaction. They have no customer service follow up system. I’m going to share with you a stellar auto repair marketing idea for following up with your customers. Whenever a customer comes in, after they give you their business and then leaves your shop, you should go ahead and give them a phone call to make sure they’re 100% satisfied, and also thank them for their business. This can also be a useful technique for your automotive service advisor training.
Let me talk about the 100% satisfied, and why it’s important to make sure that they are. First of all, if you do a repair that doesn’t go correctly, what’s an unsatisfied customer going to do? They’re going to call you and let you know that they’re unhappy. By following up, you get the opportunity to offer bringing the vehicle back in, fixing the vehicle, and then doing something nice for them. Giving them a follow up call gives your shop the first chance to right any wrongs and let your customer know their business is appreciated.
What about if you failed on the auto repair customer service side? Perhaps you didn’t get the vehicle done on time, or let’s just say when they came in to pick up the vehicle, it was priced higher than what we estimated. What’s going to happen then? They’re going to fire you, and you don’t even know it. The reason why calling them is such an important marketing strategy is because it give you the chance to thank them, and also make sure that they’re completely satisfied. If they’re not happy on the customer service side, you want to make sure that we make it right. It’s much easier to go ahead and save a customer than it is to go out and find a new one.