Food delivery apps. Rideshare services. Mobile mechanics.
Notice a theme? Regardless of industry, customers value convenience! That was the message Murray Voth, President of RPM Training, delivered in a recent AutoLeap webinar session.
During his presentation, Voth covered:
- The customer service impact of COVID-19 on auto repair shops
- The importance of enhanced service offerings
- How DVIs can increase transparency with customers
- And much more
Let’s dive in!
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The impact of COVID-19 on auto repair shops
Enhanced service is now the expectation for customers. Voth cited a 2019 study to back this up, where 60% of car owners reported driving further for enhanced service. 54% of study participants said they would pay more for enhanced service.
COVID-19 was a big contributor in creating this new standard. Auto repair shops were labeled as essential businesses and allowed to stay open during this three-year period. But they had to adjust for pandemic protocols, offering new services like non-contact drop-offs.
Customers grew to appreciate the no-contact transaction! Dropping off their cars and picking them up once they’re ready became appealing for many drivers.
But as the pandemic wore on, Voth notes that people soured on the no-contact policies. It turns out that human interaction is still an essential factor for businesses!
So what do your customers want from a service perspective? Your shop will need to spend thoughtful time answering this question.
So what is considered enhanced service?
Take this dinner analogy.
You visit a new restaurant. An engaged staff greets and seats you right away. It doesn’t take long to place your order. Good drinks and hot food come out on time. It’s a clean space. Overall, you enjoy every aspect of the experience. You’ll definitely give this restaurant your business again soon.
The message from this analogy is clear. Auto repair shops prepared to go above and beyond with customer service will succeed long term!
So how can your shop focus on the finer details? Let’s break down a list of six enhanced offerings that can help you elevate your customer experience.
1. The ability to make an online appointment request
People don’t use their phones for calls like they used to. And they dread being put on hold when scheduling an appointment!
A long wait time will translate to potential customers moving on to the next option. “A customer doesn’t want to be tied up on the phone while they’re busy and doing other work,” adds Voth.
Eliminate hurdles for your customers to get their repair appointment scheduled with auto repair scheduling software. Voth says any professional shop’s website needs to feature a built-in appointment scheduler.
Have your customers fill in their vehicle details and repair requests online. Then take the extra step and follow up with them! Voth recommends this personalized touch, as it creates more of a back-and-forth collaborative experience for scheduling.
Don’t forget to optimize your website for scheduling as well! Add a “Schedule Now” button on the top hand of your website, easily accessible across landing pages.
Link to your Google Business Profile on the website, where many shoppers will first land through targeted searches. Finally, make sure these scheduling features are easily accessible in a mobile view! Most drivers will use their smartphones to seek out maintenance and repairs.
» Want to view the full webinar session? Watch the recording here.
2. The ability to review and approve estimates electronically
Auto repair estimates software makes estimate approvals quick and easy. They save a ton of time on both sides, especially for the service advisors on your team. Customers also appreciate the added convenience of receiving estimates digitally. While they review the details, your shop can focus on daily operations and getting work done.
3. Video or photographic evidence of recommended repairs or service
Transparency is another huge piece of the customer service experience. While a customer may believe you’re honest, they want to see you go the extra mile to earn their trust.
Digital vehicle inspections are a great way to bridge this transparency gap. Now customers don’t have to feel like you aren’t giving them enough information and they don’t understand what’s wrong with their car.
Take this steering wheel example:
- Without DVIs, you try to explain a complex issue that caused a crack. The customer’s eyes glaze over. You already lost them!
- With DVIs, you record a live video showing the crack in their steering wheel. Then you talk through the issue in detail. They visualize the problem while listening to your explanation.
Notice the difference?
People don’t want to make mistakes with their money. DVIs provide relevant context and create reassurance for expensive repairs that customers may hesitate about. “I really believe DVIs reduce stress for all parties,” says Voth.
4. Ride sharing or courtesy vehicles
Courtesy vehicles or available ride-sharing services are a great perk to offer your customers! Many shop visitors will have no issue paying the added price for these amenities if it saves them time during a hectic work week.
You can create a business program with Uber for these ride-sharing services. Or invest in courtesy cars, have them wrapped in your shop’s branding, and market these services to your existing customer base.
5. Valet customer or vehicle service
Voth says you’d be surprised how many people are happy to pay extra for valet or vehicle service!
This service may not appeal to blue-collar workers with DIY car repair experience. But it’s a differentiating factor for university professors, doctors, and lawyers. “Do they care about knowing how to fix a car? No, they care about convenience,” adds Voth.
6. Online payment ability
Even the small details make a big difference! Paying for repairs online eliminates extra time waiting to settle up at the shop.
Customers appreciate receiving a digital invoice. They want to use their credit cards, Apple Pay, and eTransfers (in Canada) to make payments from the comfort of home.
» Looking to transform your shop? Discover how AutoLeap can help.
Closing thoughts
So much of shop management boils down to delivering excellent customer service. Use these webinar insights to elevate your shop experience and become a go-to auto repair business.
