Are you worried about how your auto repair shop is being interpreted by the community you serve? Do you wonder if people’s negative assumptions about the automobile world are negatively impacting how people view your business? It doesn’t have to be that way! Here are 3 easy ways that you can improve customer service and create good relationships with your customer base, starting today.
3 Things You Can Do to Foster Trust
One: Be Consistent in Your Service Quality
It sounds simple, but you would be surprised by how many of your customers have horror stories related to their automotive experiences. Don’t be another bad story in their mind. Always aim to provide your shop’s customers with the best deal and the highest quality service. You should strive to deliver on their vision at every step of the process. Consistency is key for establishing a healthy customer relationship and creating trust between your consumer base and your automotive shop.
Two: Deliver on Your Promises
Deliver on your customer’s automotive needs, to the best of your ability, every time. Your goal should be to leave your customer's satisfied that their tires and car will perform to their highest capacity. In addition, encourage customers to fill out surveys and give feedback on websites like Yelp, where you can gauge their satisfaction and work to cement positive relationships.
Three: When it comes to managing customer expectations, be an active listener
Oftentimes, auto sales and service associates are not equipped to listen skillfully to customer complaints. They don’t make an attempt to find out what the problem is or to understand how they can fix it. Train your team to listen actively to complaints.
That means that they should always:wait until the customer is done speaking before they form a response and have open body language to show that they are listening.
It’s not enough to resolve a customer complaint; you need to repair the damage that has been done to your relationship and proactively work to prevent future issues. After you’ve taken steps to fix the issue at hand, do your best to flip the situation into a positive experience for a customer.
Want more insider info like this to help take your tire shop to the next level? Our platform can help. Schedule a demo today.