Surveys among customers of garages regularly show that good customer service is not only of great importance for the customer, but also for the garage to ensure efficient customer loyalty. Existing customers are now new customers. A realization that has reached most entrepreneurs.
Doing business with customers you already know runs more smoothly. They know the needs and requirements and can respond to them in a targeted manner. Conversely, the customer already knows you and, in the best case, has had good experiences with you. So he's more likely to put his trust in you again. It's not just about winning more and more new customers, but also about inspiring and retaining them in the long term. If you succeed in establishing and maintaining good relationships with your customers, you, your company, your employees and the customers themselves will ultimately benefit. Here are 10 useful tips that will demonstrate and confirm that your workshop is providing a good service.
1. The customer is king - let them know that too
Offer free additional services and surprise your customers. In addition to general workshop service, offer to wash the customer's vehicle. Ideally, vacuum this and make it ready to drive - using the services ordered - by checking the water in the windscreen wipers or the air pressure and refilling/correcting if necessary. The customer will thank you and will subconsciously get the message that your vehicle will not only be brought up to date technically, but also visually. Just the new smell after an interior cleaning will always remind him that you have done a good job.
2. Expertise and trust form the foundation for customer loyalty
Customers are quickly overwhelmed with modern vehicle technology and with the vehicle error codes displayed to them. They are often intimidated and afraid of being ripped off. Therefore, before and after the repair, explain patiently and clearly what is wrong with the vehicle. If desired, show him all the defective parts that you have exchanged, if any have been replaced.
This trust forms the basis for years of customer loyalty. Show customers that the work you did was necessary and that you got the car repaired safely. As part of the consultation and explanation, you also convince them with your specialist knowledge and at the same time show respect because you have given yourself the time to explain everything in detail.
3. Calculate your prices conscientiously and fairly
Prepare your cost estimates conscientiously and fairly. The customer expects good value for money and will – to ensure this for themselves – compare your prices with those of your competitors. It will therefore happen that customers have already asked for an offer from other workshops and have now chosen you as a comparison provider. An honest assessment from you and a fairly calculated price will result in you undercutting the competitor's offer and winning the bid.
However, this is not about price dumping. Calculate fairly, explain the offer items to convince the customer of your expertise. Customers who convince you, who also tell your family and friends about you, are - in the long run - far more profitable than making the maximum profit margin on an order. CATAMA Kfz Software Suite supports you in the area of calculation by constantly displaying the current profit margin of the respective order. The fast and fair calculation of offers is so easy for you.
4. Plan with precision
Customers are annoyed and uncomprehending when repairs take longer than originally planned. Therefore, use the CATAMA car workshop planner for precise planning of the work and do not promise too much. Calculate the time generously and surprise your customers. For example, if the repair went faster than expected, reduce the price and ensure maximum customer satisfaction.
5. Use online sales
Customers compare offers and workshops before placing an order. Use the advantages of an online shop to present spare parts and prices. The advantage: the online shop is not just for sales. Rather, a clean web shop ensures that customers can find you faster via Google. Your sg SEO visibility increases. Thanks to a fully-fledged interface of the CATAMA Automotive Software Suite to the online shops WooCommerce, Prestashop and Shopware, you can place the desired items in the web shop with just a few clicks.
6. Undercut yourself
Impress the customer even after order completion. How? Surprise them when they are billed and undercut the previously offered price – if possible. After completing the job, do you notice that the implementation and troubleshooting wasn't as time-consuming as you thought? Why not charge the customer for the reduced price! You will be amazed at the lasting effect this gesture will have on your customers. You can be sure of a good rating on Google and positive word of mouth.
7. Remind your customers without annoying them
Nobody can remember everything. The next HU is due quickly and punishment is imminent. Therefore, offer your customers to send you a reminder when a test date is reached. Using the CATAMA automotive software, you can select all customers in the CRM with two clicks who are due for a general inspection or another inspection date in the next few weeks. But let your customers choose whether this should be done by SMS, e-mail, post or call and store this in the CATAMA customer base.
Always remember in a friendly and professional manner. But don't overdo it. Start with a reminder about the HU or the next service. If the customer does not show up, the reminders should be set. Nothing is more annoying than receiving HU or service information in the form of a letter, email or SMS for years.
8. Accessibility is everything
Always be there for your customers. Some garages are available 24/7 for picking up and returning vehicles. Customers love these freedoms. Of course, not all companies can offer this. Nevertheless, be available to your customers on as many channels as possible. Be it via a possible Facebook page or an appointment planner and chat on your website.
9. Guarantee your quality
9. Guarantee your qualityTrust is good, but quality assurance is better. Assure your customers that the work, services and parts you provide are of the highest quality. Give your customers at least one year guarantee or warranty on the work done.
Most well-known workshops already offer this service. You know your quality and you should orientate yourself by electricity if you want to gain a foothold in today's aftermarket.
10. Ask for feedback and say thank you
The car is ready, the bill has been sent. When handing over the invoice, take a few minutes for the customer. Ask if everything has been implemented to their satisfaction. A small gesture that makes a big difference:
- You receive direct feedback and can improve
- Your customer feels valued
- Criticism is just as useful for you as praise from the customer
Little hints like “Thank you for your order!” or “Have a safe trip!” in the footer of your invoices is a proven method. In the CATAMA Automotive Software Suite you can set this up with just a few clicks. It is even better to send the customer a personal “thank you” when they leave the workshop. Always remember, it is not a matter of course that they have chosen your workshop. A thank you sends the customer home with a good feeling.
The CATAMA Automotive Software Suite provides you with numerous options for acquiring new customers and maintaining existing customers and customer loyalty. Long-term customer loyalty is the supreme discipline in the field of CRM. Nevertheless, this customer loyalty is the most important basis for customers coming to you regularly and in the long term and not looking for your competitors. Don't underestimate the psychology. If your customers feel that they are in good hands with you, receive expert advice and are billed fairly, they will become regular customers. It is all the more important to take good care of every customer and thus ensure that they use the company again and again.
