It used to be a chore to pick up a phone and call a customer or even have them contact you, but thankfully there are far more ways to communicate these days—messages, emails, and social media have made life easier. Business transactions can be communicated even using auto repair software. While you may shift back and forth between different methods, how you interact with customers across all platforms is extremely important.
Do – Talk clearly and be patient
Don’t – Ignore customers
In the auto repair sector, most people are looking for a quick fix for their car. Most of them can’t wait around to hear back from shops and are likely to go to other service providers. According to the experts over at PolicyAdvice, around 34% of households in the US own a single car, so when that breaks down, they want to have it fixed as soon as possible.
Do – Educate customers
Consider directing the customer to some trusted resources that better explain the situation at hand. These may be pictures of affected parts through the vehicle inspection software. Similarly, you can also send them a video or article that better explains the services you’re recommending or how an item impacts the overall safety and reliability of their vehicle.
Don’t – Provide a solution without a reason
This means you’ll need to spend time explaining jobs to customers. A good place to start is to inform car owners about the importance of scheduled and preventive maintenance in preventing vehicle breakdowns. A great way to plan future appointments is by using an auto shop scheduling software.
This article, from Advance Auto Parts, helps identify what a normal service schedule looks like compared to a severe one. By providing detailed explanations to customers, you can build trust. If customers know you’re not fleecing them, they’ll keep coming back and also refer others to your business.
Do – Show professionalism
There may be times when you’ll need to deal with unhappy customers at your auto repair shop. Addressing them respectfully can help diffuse the situation and improve your shop’s overall image in an industry where customer trust is strained.
Closing thoughts
While conducting repairs flawlessly is important, auto repair shops might find it helpful to build strong relationships with their customers. This encourages them to keep coming back to you and recommend your shop to family and friends. You can make your auto repair business more inclusive by making your shop more attractive to women customers.
