Our investment in attracting customers is seen every day when the phone rings or internet leads come in. The marketing dollars we spend directly affect our bottom line. We are not talking about the costs, but the potential revenue. Saying YES to the customers’ needs is the most important thing we can do.
Yes, we can get you in right away. Yes, we have seen that problem before and can perform the diagnostics required to confirm it. Yes, we have the parts on hand. Lastly, yes we can resolve your concerns today. Easier said than done? We all the know the realities of workload, scheduling and rearranging priorities.
More important that our priorities are that of the customer. Especially the new prospect we invested in getting to our door. In the automotive repair shop there are tools we can put in place to ease these strains.
- Loaner/Courtesy Vehicles
- Courtesy Shuttle Service
- Relationships with rental car agencies
- Relationships with taxi services.
These tools must be paired with effective skills to manage the service process. Evaluating the customers expectations and determining their needs is essential. Continual training with refinement of your shop’s process is the key to long term sustainability. When we stop continual improvement in our business there is no standing still. There is only being passed by the businesses focusing on progressive strategies.
