The most common auto repair gripes can be boiled down into three main reasons customers aren’t satisfied: 1) pricing complaints, 2) the inability to fix the problem, and 3) the length of time it took to complete the repair. It’s our contention that these complaints occur because relevant information isn’t communicated up front. Don’t beat yourself up. We’re all guilty of communicating poorly from time to time.
That’s why we have identified these 7 best practices for talking with customers:
- Remove all the technical jargon.
- Detail the work that will be done, but do it in a way that lets your customers know you love what you do.
- Talk to your customers like they are your partners. In essence, they are.
- If the job is taking longer than expected, update your customer, especially if they are sitting in your waiting room.
- Show the worn parts, without the customer having to ask. It builds trust.
- At the time of check-out, summarize what you replaced or repaired.
- Call the next day to make sure everything is working properly and your customer is happy with the results.
Talking with Customers Should be a Thought-Out Process
None of us are born great communicators. Talking with customers takes deliberate thought and planning. Go through your customer service experience to identify areas where you are and should be talking with customers. Make sure your communication is straightforward, clear and genuine.
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