Running an auto shop in this competitive market is not easy. There are so many great auto shops working locally and online that it is hard to make your business grow today.
However, if you provide a good customer experience, you can build a loyal customer base that will keep your business running. But that’s easier said than done.
According to a report, 49% of consumers will not visit a business place after receiving a negative customer experience. Therefore, creating a positive CX is an essential step to thriving and surviving your business.
Here are dynamic strategies to improve customer experience in your auto shop:
1. Gather Feedback from Your Customers
Feedback is the basic customer experience element. But unfortunately, most businesses fail to gather real-time feedback from their customers. And those who collect feedback don’t take immediate actions based on them.
Therefore, to provide high-quality CX to your customers, you should listen to their problems carefully and provide them with instant solutions.
Suppose your customers are not happy with the way your team installs wind deflectors on the cars. In that case, you can ask your employees to follow the customers’ instructions carefully. In addition, you can provide intensive training to your staff so they can fully satisfy your customers.
2. Provide Comprehensive Solutions
Nobody likes to move from one shop to another to find the right solution. If your customers don’t find the desired services or products in your shop, they will never return.
Therefore, you should provide comprehensive auto services and solutions to your customers. For example, you should provide all essential car accessories like car floor mats, hood shield, bug shield, floor liners, vent visors, bug deflectors, head light covers, tail light covers etc.
3. Offer Information on Everything
Your customers already know basic information to run and maintain their vehicles. But, some customers might want to know specific information like how to preserve the engine, how to make the car run faster without compromising the engine, etc.
In addition, every car model has specific features like GPS, back camera and so on. So, you should gather information about the vehicles you are serving. This way, you can provide helpful tips to your customers and improve their experience.
4. Don’t Hard Sell
Hard selling is bad for your customer experience. Being a salesperson, it is your responsibility to tell your customers how additional services can benefit them. But, it would help if you did not force or create alarm among customers that they should try your other services.
For example, if a customer has requested you to clean their car from the inside and you found that their car floor mats are completely damaged. In that case, you can suggest that customers should get their car floor mats replaced. But you should leave the final decision to your customers whether they want to get new mats or not.
5. Be Honest
One of the worst things that you can do to ruin customer experience is lying to your customers. You should always stay honest with your customers and don’t ever exaggerate facts.
Imagine it’s going to take two weeks to repair a customer’s car. In that case, you should give a two weeks timeline to deliver the car. Don’t give them a short timeline first and then ask for extensions.
Always stay honest with your customers because honesty helps to build long-term relationships with them.
6. Good After-Sale Services
Do you want customers to revisit your auto shop? Do you want your customers to refer your services to their friends and family? If so, you should impress your customers with excellent after-sale services.
After-sale services help to retain your existing customers and keep them engaged with your services. In addition, when you provide good services to your existing customers, it will help to build a good brand reputation in the market. Plus, satisfied customers will not hesitate to promote your services.
Let’s Work on Positive CX!
There you go, auto shop owners! You have now learnt how to provide a good customer experience to grow your business in this tight competition. You should focus on all the CX strategies discussed in this post, and you will easily build a loyal customer base.
That’s it for now! But don’t forget to share your experience after implementing these customer experience strategies in the comments.