The customer is the most essential element in your business. Without customers, there is no business.
As a shop owner, you understand that it’s the service that you are selling and it’s the service that keeps your customers coming back. From the moment that they walk into the door, it’s your service advisor’s job to provide an experience that exceeds expectations.
Here are three quick tips to ensure you are delivering the best experience possible:
Create a Customer-centric Ambiance
Is your waiting room inviting? Are all customers warmly welcomed and greeted with a smile? Know who your customer is and create an environment that is appealing to them. For example, if tend to service mostly families, it may be nice to include a selection of children’s books or simple toys and puzzles. However, if you’re located in more of a metropolitan community, free Wi-Fi and a Keurig machine would be great options to offer.
Lend an Ear
Communication is a two-way street, an interchange of ideas. Words are what we use to convey these ideas. But the real key to effective communication is listening. Make sure you understand exactly what it is your customer is telling you. Repeat back what they are saying and ask questions. The power here is in the acknowledgement.
Make Eye Contact
This is equally as important as listening. Attention should always be on the customer, free of distractions. Simultaneously, you want to earn your customer’s trust and make it known that you appreciate their loyalty.
The “customer encounter” is about leaving a positive impression. Knowing who your customer is and how to communicate with them are key components to excellent service. To see if there’s a black hole in your front end service, take this short quiz.