Most shop owners will start pumping more money into their marketing campaigns when they are looking to increase their car counts. This can help bring new customers into your shop, which is certainly important, but the value of your new customers diminishes if you’re unable to keep them coming back to you. There will be no greater key to your success in the coming years than your ability to create a memorable customer experience that shows your customers you genuinely care about them, so here are 7 tips that will help you deliver extraordinary service, and keep your customers coming back to your shop for years to come.
#1. Always under promise and over deliver.
If you apply this principle to your business, you can often exceed your customers’ expectations. For example, when your competitors are asked how long it will take to do a minor service, they will typically tell...
Imagine you’re a technician who’s having an off day. In the course of doing a routine oil change, you forget the drain plug. As you’re adding the new oil, it’s draining out just as fast as you’re pouring it in.
If your shop’s car count is consistently flat or down, chances are, this scenario is what’s happening to your client base. For every new customer you bring in, you’re losing one or more existing clients. This is a vicious cycle that, at best, keeps your revenue flat. Quite often, it’s leading to declining revenues.
How can you tell if this is the case in your business or ensure it doesn’t become the case?
Your customers have multiple options for their car service needs, so differentiating yourself by using a nationally recognized, high quality premium lubricant brand is an easy and effective way to reinforce the quality of your shop’s services…
We at RepairPal wanted to share some of the many reasons why it is important to become ASE Certified. Check out the list below and learn more about technician certification at ase.com.
The National Institute for Automotive Service Excellence, (ASE), was established in 1972 as a non-profit organization to help improve the quality of automotive service and repair through the voluntary testing and certification of automotive technicians and parts specialists. Today, there are more than 300,000 ASE-certified professionals at work in dealerships, independent shops, collision repair shops, auto parts stores, fleets, schools and colleges throughout the country. For more information about ASE, visit the website at www.ase.com.
by Craig Hessenauer, JASPER Regional Manager
Whether you have been in business for decades, or you’ve just recently opened your doors, attracting new customers plays a critical role in your financial success. A typical shop’s customer attrition rate is approximately 10% – 15%. This is due to aging drivers, customers moving out of your area, and a few dissatisfied ones. Multiply that customer depletion over just a few years and you’ll quickly realize that your income can suffer greatly without a steady flow of new customers.
The degree of financial success varies greatly among the 150,000 plus automotive repair and maintenance businesses in the United States. Some shop owners are thriving in this new age of automotive repair, while others struggle to make ends meet. This phenomena is not new, nor is it limited to your customer attrition rate. However, if you want to secure your financial...