Are Your Service Writers Creating Customers For Life?

Whether you run a 2 bay transmission shop or a 20 bay general auto repair business the customer is your lifeblood. Without customers we have no business. If you can fill your bays with repeat customers rather than constantly looking for new ones, it is not only more efficient but it is cheaper too.

What steps can your Service Writers be taken to ensure that each new client becomes a customer for life.

First Impressions Count
The first customer contact will normally be via the telephone. So make sure everyone is answering in the same way and in a speedy manner. No one should be above answering the phone and anyone who may possibly have to answer it should know the right way to do it.

The 2nd touch point is when the car is brought in. Whether it is the receptionist or the service writer who greets them, it must be done in a professional manner and the member of staff must look smart.

No one expects your mechanics or service writers to wear a shirt and tie to work, but they do need to be smart. Having polo shirts or jumpers branded with your company name and making sure everyone wears them at all times will go a long way to creating a good first impression.

Honesty and Integrity
Over the years many repair shops have gained a reputation for being less than honest. Everyone in the industry has to work to combat that impression. There is nothing worse than being knowingly dishonest to your clients.

If the service writer is unsure of something, ensure they admit that and offer to find the answer to the question. This is how we all expand our knowledge.

It is our job to do the required services but not more than is required. All too often a client feels they have been over charged, quite often when they have not been, and that feeling (whether justified or not) will lose you a customer for life.

Share Knowledge
Explain the tests that will be done to drill down to the problem and find the right solution. Some of these will be chargeable and the customer is paying for them, but make sure they know that in the long run it will make for a better repair and may well save them money.

Once they realize that your staff are all experts in the field they are more likely to trust your judgement and believe that you have their best interests at heart.

With good first impressions, honest interaction and some sharing of knowledge your service writers can help create a customer for life. Probably one who will sing your praises everywhere they go.

Auto Repair – How to Avoid Big Problems

Have you ever been handed a large auto repair bill and wished there had been some way to avoid being in that predicament? Most people put a lot of wear and tear on their vehicles, expecting them to continue to run at optimal performance. There are a few things you can do to keep your automobile working smoothly, avoiding big problems.

1. Ensure Your Mechanics Are Professionals

Many people tinker with cars, calling themselves mechanics. Of course, there is a lot of value in having hands-on experience, working under the hood. But you also want someone who has the knowledge and the training that is specific to your vehicle. You want someone who has the right computer software to diagnose any issues you might have. You want someone who is up to date on the manufacturer’s recalls, known problems and latest fixes. To find that kind of expertise, check out the service center of your dealership. There you will find Master Mechanics that specialize in keeping your type of car in tip-top shape.

When talking with the mechanic, you want to develop a positive relationship. You may wish to do some research on the issue so that you can converse on the topic with some sense of authority, while respecting the mechanic’s opinion and expertise. Feel free to ask questions about areas you do not understand. The more you know about your car or truck, the better you can keep it running in optimal condition. By the way, it never hurts to ask for a cost breakdown as well, so that you can better understand what is going on.

2. Be Proactive With Routine Maintenance

There are guides to tell you when to do routine maintenance, but the most important one if changing your oil on a regular basis. You want to keep all the parts lubricated and moving smoothly. The amount of miles (or time) between these appointments will vary based on a variety of elements such as the type of car and the kind of oil you use.

Overall, you should plan to change your oil every 3,000 – 7,000 miles for standard oil. Premium oils go for even longer periods of time. One advantage of going in for this type of maintenance is that the mechanic will usually check the overall condition of your vehicle and make suggestions for any concerning service issues they may identify. This is an important safeguard for you, so that you will not be faced with major problems down the line.

3. Be Attentive to Your Vehicle

If you pay attention to how your vehicle runs. You listen to it. You notice sounds, shaking, inconsistencies. You want to identify warning signs and address them early. If you leave them go, you may be sorry later. If you hear a strange noise, vibration, etc. in your vehicle, keep track of it. Analyze it. Sometimes a vibration may happen at a certain speed and sometimes it may be constant. These conditions are usually fixable, but it is helpful to give all the details to your mechanic.This may shorten the diagnostic time and decrease your bill.