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Tips To Improve Customer Service For Your Automotive Shop

by MARK ALFRED

November 26, 2019

customer service tips for auto shops

Vehicle maintenance and repair isn’t on the top of your priority list. Most times the significant cost of repair or maintenance coupled with an pre-existing distrust in the automotive repair industry leads to a potential unhappy customer from the get go. So what doesn’t that mean for your shop? Well your shop’s customer service can change their minds and mood by learning automotive customer service tips to improve their experience in your shop, and ultimately win their loyalty.


Prioritize Convenience

Creating a seamless and streamlined experience for your customer will enhance your chances of impressing them. We live in a culture of convenience which means customers expectations are on the rise, which makes it even more apparent when processes and experiences are manual and complicated. With the use of the right technology you can drive automation which will streamline your internal process as well as provide a simple, effective and convenient way to increase your customer satisfaction.

Calling is no longer the most convenient option for getting in touch with your customers. People are busy, and so is your shop. With texting and in-app messaging, you can reduce those approval wait times significantly for your shop while making the response process quicker and easier for your customers since not everyone has the ability to answer a call right away. Once the job is complete both a text message and an in-app notification will notify the customer that their car is ready for pickup and they can also complete the transaction via their app.


Schedule Appointments

Scheduled appointments will deliver your auto repair shop a continuous and consistent flow of customers. This will be a correct solution for how to grow auto repair business. Whilst they each come in with a different request spending time to understand and diagnose the issue is important as it will determine the priority of each job. If you streamline every job that you have at hand, it will deliver you efficiencies in your workshop so you can focus on getting the cars back on the road safely.


Personalize The Communication

A personalized experience is a good experience, that builds a rapport and strengthens your customer loyalty. With customer expectations raised in this digital world it's now more important than ever before to go above and beyond. Leave an impression with them by showing your customers that you not only remember their name, but their vehicle as well. Having the ability to access their vehicle’s history, see previous recommendations, and more puts you in control and shows the customer you have a vested interest in them as well as their business. Accurate and up to date vehicle information from appointments booking to vehicle inspection reports sets you apart and demonstrates that the customer is more than just a transaction, they are part of your family.


Educate Your Customers

Education is a vital part of the customer experience, when a maintenance service is completed there is not a lot of customer education required however when it comes to repairs customers want to know the “Why” why did it need replacing or fixing. It’s one thing to tell a customer what’s wrong with their vehicle, but it’s a whole other thing to have them truly understand what you found and what you recommend. If you are confused about how to attract customers auto repair, then educating them is going to be a great idea.

With digital inspections, you can show them the video or photos therefore you are empowering the customer and enabling them to be that much more knowledgeable about their vehicle. You can create digital inspection reports by using 5iQ workshop software. This education builds trust in your shop and removes the notion that you are being ripped off, which leads to an overall better customer experience.


Ask for Feedback

This can be an uncomfortable topic for some asking for feedback. Customers have to be satisfied with your service if you want them to return. Most shops do not ask for feedback after getting the work done and they find it confronting or don't know what to say or how to handle it if they receive negative feedback. If you want to know how or where you can improve in your business you will need to be bold and brave and ask the question. Take this feedback onboard will create an opportunity for you to improve and enhance your customer experience. The feedback that you will get from a particular customer will change the way you are dealing with them. If possible, ask your customers to leave online reviews too because it is the best auto shop management tips.


Reminders for your Customers

Your customer experience shouldn’t stop after the transaction is complete and the customer has left your shop. Before a customer leaves, be sure to have them schedule an appointment for their next visit, so they can leave knowing when they’ll need to return. In between that time, send courtesy reminders to the customer to help them keep their next appointment top of mind also remind them about outstanding rectification work yet to be completed.

Inconvenience, distrust, and unawareness are large parts of why many people don’t get their vehicles serviced on a regular basis. Through creating an enjoyable, seamless and transparent experience for your customers, you can be sure that you’ve provided them with the best service in the industry.


Key Takeaways

If you are trying to attract your customers then you must have to follow the above mentioned auto shop customer service tips that will come in handy for you. So get ready to receive more happy customers at your garage door!