Acquiring new customers is an important part of growing a business, but retaining customers is what keeps your shop profitable. We frequently hear shop owners claim that they don’t “do marketing.” However, once you start to dive deep into your retention strategy, you will notice how closely related customer service is to marketing.
What happens when a new face walks into your shop? Of course, you tend to them. Though once the service is complete, what steps are taken to make sure he or she returns?
Here’s a list of four ways you can retain new customers:
1: Deliver, Deliver, Deliver
Delivering is key here because it’s the foundation of establishing trust. Your employees, especially your service advisor, are essential to making this happen. It’s important for them to use their words carefully before making a commitment to a job. Developing a policy on how to communicate information to clients will ensure that your team is in sync on what to share and how to share it. For example, if you want all quotes in writing and nothing promised over the phone, add that to your policy. This will ensure that any promises made to your customers are accurately met.
2: Connect Online
As technology progresses it’s becoming less cumbersome to develop one-on-one relationships. Start connecting with your customers through social platforms such as LinkedIn, Twitter and Facebook. Consumers have so many options to choose from as there are tons of businesses trying to capture their attention. This is also a great way to get a leg-up on the competition. Let your community know that you are here and that you are involved and interested.
Looking for content to publish? Consider special promotions, events at the shop and helpful tips. It’s a great idea to have a calendar in place. It doesn’t have to be fancy. Just a visual of what you would like to publish and when.
3: Exceed Expectations
You build strong relationships by going that extra mile. When a customer comes into your shop for the first time, listen. Pay attention to what he or she is expecting from your service and be proactive in addressing any potential issues. If you exceed their expectations, they will of course come back and they may even refer their friends and neighbors.
4: Follow Up
Check in with your customers after completing a job. A simple text or email asking how their vehicle is performing goes a long way. It serves as a reminder that you care and that you’re there for them if they need anything.
Connecting with your customers is key. By improving your current retention strategies and by continuing to deliver exceptional service, your shop will grow.
To see which stage your shop is in, click here and take this quiz.