This may seem obvious but it can be a great place to start. You may notice that right when you walk into most high-end retail stores, a sales associate will greet you. That’s not by chance. The Retail Doc claims that around 80% of customers won’t return to a business if they perceive indifference from the staff. From the perspective of a repair shop, we all know that repairs can be frustrating — and expensive, too. Put yourself in the customer’s shoes. Make them feel comfortable by reaching out, even if it’s just to say “hey.”
For many drivers, their idea of vehicle maintenance may not entail much more than gassing, going, and changing the oil. When things go bad, most customers won’t be sure of what it means. If you just allocated two minutes for each customer to explain the work you’ve done, it can make a huge difference. Why and how often do you need to change an air filter? Why is it dangerous to drive on tires with damaged sidewalls? What will happen if you neglect a timing belt? Just taking 60 seconds to walk your customer to the garage to show worn items you’ve replaced or items that will need future attention can help them understand the need for their repairs.
Get on Social Media
Today, many of us spend a good part of our lives online using social media. It would make sense that most businesses have Facebook pages and other social media accounts. However, it may be surprising to know that very few auto repair shops are on Facebook. There are many great reasons that you should be on Facebook.
If you don’t make a page, someone else will. Chances are that your business is already on Facebook, maybe even with some of your customers — or maybe competitors talking about your business. If you fail to claim your profile, there is no one to speak on behalf of the business, what you can do, and connect with your customers online.
Ask for a Customer Review
Some people will say that they almost never leave reviews online. However, many of us certainly would admit that we will often try to persuade customers to make a purchase. We’ve talked with some shop owners in the past that claim they have never asked for customers to leave reviews. After all, why does it really matter?
If you let your customers know the value of their feedback, they may want to reward your business with a better review or even be more forgiving of minor mistakes.
Ask for Referrals
Similar to how simply asking your customers to review your business can show you care, the same can be said when asking for a referral. If we work with a small business owner — auto repair or otherwise — whose manager asked us to send friends their way, we may be more willing to help support the shop. When customers know that they are valued — not simply for their business, but for their networks — it may make them feel more appreciated. They may even share your page with some of their Facebook friends.
Listen & Learn New Things
This is something that isn’t usually considered when developing customer relationships and trying to foster customer satisfaction. All new information is potentially valuable and can be used to potentially improve yourself and your business. Just setting aside time to learn new things can be impactful and perhaps help you realize that there are improvements that can be made — and it also helps establish a connection when your customers and shows that you’re interested in them and appreciative of their business.
Explain What Comes Next
We all appreciate great mechanics who are able to consistently breathe new life into our less-than-great cars. These mechanics are able to attract business due to their reliable nature and ability to get the job done.
How can a mechanic create loyalty with his customers? Well, when mechanics take the time out of their busy days to explain to their customers what has to come next, it can make all the difference. Useful information like, “within the next 5,000 miles, you need to replace some tires,” or “at around 100,000 miles, you’ll need a new timing belt,” can help a customer understand what needs to be done. Certainly, they’ll be more than appreciative if you can prevent them from having to pay more later on.
This way, a customer can feel better informed about their vehicles’ needs, and it can help them stay within their budget. According to a recent study, 62% of Americans don’t even have $500 of emergency funds for emergency purchases — like vehicle repair. These unexpected costs can hurt an individual and their family.
Talk in Their Language
As a mechanic, how often do you contact a customer to let them know their vehicle is ready just to reach their voicemail? For many customers, leaving a voicemail is similar to sending a fax — it’s just not what people do these days. When you leave voicemails, chances are people aren’t going to check them.
Instead, consider using other technology that can allow you to message customers. Text to ask a question, send a photo to confirm any suspicions about worn parts or share a video to show any issues you’ve been able to find.
San Diego Auto Repair Shops
Automobile Repair Shop San Diego is a family-owned and operated business that has been providing the best repair experience. We will offer you a hassle-free auto repair starting with a precise damage assessment or estimate. We will tow your vehicle for FREE to our shop, organize for a rental car, and work directly with the insurance company to streamline the repair process. We will even pay up to $500 of your deductible. Contact us today to see how we can help.