Car Count Daily | Edition #14
We’ve talked about the importance of making your customers feel appreciated. But let’s take it a step further. As soon as that first step approaches the inside of your shop, you should be letting that customer know how much their business means to your shop. There are a few ways you can achieve this.
The Whiteboard Method
One way to show your appreciation is to have a whiteboard in the front of your shop broadcasting and welcoming all of your scheduled guests for the day. Not only is this a pleasant site for your customers who enter the shop, but it will also affirm that each scheduled guest is a predetermined priority and their satisfaction is of importance to your shop.
The whiteboard method is extremely valuable as it ensures that before each guest even comes into the first contact with someone at the shop, auto repair shop owners are already welcoming their guests. Eventually this can lead to increased word of mouth marketing of pleasant experiences, more encouragement for customers to leave online reviews, and ultimately, more car count and free auto repair advertising for the shop.
Presentable and Organized
The other crucial element in welcoming your guests is an easy one – keeping your shop presentable! No customer feels comfortable using their hard-earned money in a place that looks unorganized or messy. Not only that but how can a customer put their car’s trust in the possession of a shop that doesn’t put that same hard work and effort in the condition of their shop?
Before anyone enters your business, it is vital for the shop to be presentable so that both potential guests and scheduled customers feel welcomed.
Be Prepared
Another important step in welcoming your scheduled guests. No one likes walking into an appointment with a shop where they have to wait for the repair shop owner to find the time or get situated. This can go hand-in-hand with staying organized. Have extra pens and paper handy in case notes need to be taken and establish strong communications while showing offyour excellent customer service. This will build long lasting relationships with your customer.
Keep your desk clean and make sure to clear out an appropriate time in your schedule book to handle each individual customer accordingly. You never know which potential guest could end up being your most frequent customer!
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In these days of harassment and idiot people who impose themselves on others, listing my customer’s names publically may not be the most prudent way to welcome them and in fact, in our jurisdiction, publically identifying customers borders on breach of confidentiality (of personal information) laws that are very strict and encompassing.
It’s ridiculous that we have to be concerned with these types of issues but we live in an age where people take advantage of each other….especially women.
Thanks Ron! These are great points for any business!
I have to agree with you Troy! 😉
Hi Ron – I have been using the Welcome Board for years now and our customers love it. It’s the first thing they look for when they come in the door. People like to see their name in print and they like to see if they know any of the other names on the board. First time customers are delighted to be welcomed by seeing their name on the board. And customers like to see lots of names on the board. It’s a psychological thing. You want to go where other people are going because it must be a great place to go to. Otherwise the board would be empty!
That’s great Rita. Keep up the good work!
I love this idea. This is a brand new idea for my shop and I will be using it. Thanks so much.
Richard, I aim to please 😉
I love this idea. We will begin using this in our shop. Thanks so much.