Taking a vehicle to a repair shop can be a challenging process for most customers as they tend to worry about everything – repair cost, losing their vehicle for a few days, and so forth. In return, most shops do not know how to communicate properly, which could alleviate the fears and doubts of their customers. This leads to distrust. According to a 2016 survey conducted by AAA, two out of three Americans do not trust automotive repair shops – citing excessive charges, unnecessary service recommendations, and poor past experiences. You can read more on this at newsroom.aa.com.
By now, you should know that service is the ultimate determiner of any business’ survival in the marketplace. This is especially true for the automotive industry as more and more drivers are looking for repair shops that provide excellent service.
So, how does a small automotive repair business eliminate a customer’s doubts and build long lasting trust?
Here are a few tips that will make your shop a trustworthy business:
Hire a GOOD Service Advisor
Successful repair shops can’t afford to NOT have a good service advisor. Your service advisor is typically the first point of contact, so their primary focus should be to take care of your customers and to effectively communicate with them. When you have a service advisor who is a real “people person,” your business will be positively impacted. You’ll know if an applicant is right for the position by listening to him or her speak. During the interview, for instance, pay attention to how the applicant explains his or her past work experience. This is often one way you will know if he or she is the right person for the job. It’s in your shop’s best interest to have someone in the front who can accurately explain to the customer the repair process and alleviate any doubts the customer may have about your shop’s service.
To learn more strategies on perfecting the communication skills of your service advisor CLICK here.
Trust your own work
It’s important to make sure your customers know that YOU trust your own work. You can do this by giving them a guarantee on the repair. If you tell the customer that you’ll finish servicing their car in a hour, be sure to fulfill that promise. Promising to adjust someone’s brakes in a timely manner, for instance, will show them that you’re confident in your work and will do a great job.
Check for Accuracy
Along with servicing a vehicle in time, it’s important to be ON time as well. Make sure your hours of operation are posted accurately online. Inaccurate hours of operation may cause frustration to the customer who discovers that your shop is closed when your website or google + page says your shop is open.
Follow up with a customer a few days after servicing their vehicle. This can be done by sending an email, thanking them for their business and letting them know you’re happy to be a resource to any of their automotive needs. You can even go the extra mile and provide an overview of the service you provided on their vehicle – this may remind them of another issue they’re having with their vehicle.
It’s never too late to make your shop a trustworthy business. Focusing on your customers’ need and reading the latest industry news is the first step to continued success.
To learn how Management Success can help you get on the road to a stable and profitable future click here.