Self-service has made it more difficult for businesses to meet customer service expectations. Why? Because it’s easier for “me” as a consumer to know how to please “myself.” It’s time to raise the bar and show customers we care about them and their needs. How is your shop creating a positive and memorable experience for your customers?
Consumers are much more discriminating when it comes to making their purchases. They expect to be treated a certain way when they buy from you – their way. According to research that was done by American Express, 91% of Americans consider the level of customer service important when deciding to purchase from a business. In today’s business world, you have to create a customer experience that fosters trust.
What once would have been viewed as a great customer experience is now seen as average. To consumers, average customer service doesn’t cut it any more. Your customers are using the internet to do their research and once they buy from you they use it again to tell their story. So, how do you make sure the story they’re telling about your auto repair shop is a good one?
- Treat your customers like you would treat a partner. Never take them for granted. Without the loyalty of your customers, you won’t succeed.
- Be generous. This means giving your customers more than they expect to receive. And remember, giving is a selfless act and one that should be done joyously. No one ever went broke by giving to others.
- All customer service begins with an expectation of fairness, so be fair and honest in all your dealings.
- When there’s a problem, show you care. Don’t start out by trying to justify or defend your actions. Instead, listen and show empathy. Work to find a fair solution for all. After you’ve worked with your customer to resolve the problem (remember they’re your partner), follow-up to make sure things are still going well.
Gary Comer, founder of Lands End, has said, “Worry about being better; bigger will take care of itself. Think one customer at a time and take care of each one the best way you can.” When you follow this advice and strive to make the customer experience one that is positive and memorable, you’ll foster customer loyalty.
At Motorhead Advantage, we’re focused on one objective – to help our clients leverage traditional auto repair shop marketing and customer service practices with new technology to create a “brand experience” that values the personal connection and increases loyalty with employees, customers and vendors. Let us show you how we can help you shift your auto repair shop into a higher gear! Click here to schedule your FREE 30-Minute Marketing Review with one of our marketing professionals.