When you are running a tire shop - whether it's a national chain or a neighborhood staple - the details matter. Creating a positive customer service experience for your clientele goes a long way in making them feel good about their purchase, your brand, and their future buying decisions.
But how can you customize the experience in a meaningful way? Here are 3 ways to give your shop’s patrons a customer service experience to remember:
3 Ways to Create a Customer Service Experience They Won’t Forget
Be Attentive, But Not Overbearing
Chances are, the people who come into your shop are already prepared to make a purchase - and though they may need some guiding, they probably have an idea of what they want. Train your staff to pay attention to customers when they express their needs, and to act on the information that they are given.
Keep in mind that this is a customer service balancing act - it is crucial that your team makes every effort to provide your clientele with the information and products that they need, but they should never follow a guest around the store, aggressively upsell when a customer has already indicated a lack of interest, or otherwise engage in overbearing behavior that may have the opposite effect.
Personalize the Experience
Making large purchase decisions, especially in an industry that potentially causes so much anxiety, can be stressful and alienating. Help assuage any negative feelings that a customer may be feeling by making every effort to treat them as an individual. If you know their name, make sure to use it. If you can offer special recommendations based on the kind of car that they drive, do that. You should treat every person who walks through your door as an independent effort, and attend to their needs with care.
If you make a promise, make sure you deliver
The number one way to create a customer service experience that will stand out? Do what you say you are going to do (and then, do a little bit more). 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.
How can you make sure that you are delivering a first-class service experience? Ask! Encourage your customers to fill out a survey about their interactions in order to gauge satisfaction. Or, even better, hop on the phone a few days after they’ve made the purchase - a little bit of extra effort can go a long way in cementing positive, sustainable relationships with your customers!
Our marketing communication platform, rewards program, customer portal and review management system increase satisfaction for auto shops - read more here and be sure to sign up for our newsletter for more tire shop tips!