improve customer loyalty

How to Improve Customer Loyalty at Your Auto Repair Shop

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Customer loyalty is perhaps one of the most critical aspects of increasing business at your auto repair shop. When customers are loyal to your shop, they not only come to you for any repairs they need, but they also refer their friends, family, and neighbors to your shop as well.

Here are a few things you can do today to help improve customer loyalty and foster stronger relationships with your customer base:

Use analytics to understand your customers.

There are plenty of tools available to help you better understand your customer base. By doing so, you can be more strategic in how you market your shop to new and existing customers.

Google’s free analytics tools can help you get a better sense for who is visiting your website and what they’re interested in through their “Demographics and Interests” tool.

Similarly, customer relationship management (CRM) tools can help you grow your customer base by tracking and analyzing their behaviors on your website and their interactions with your team.

Many types of business software being utilized by auto repair shops today have CRM and analytics built-in; it’s just a matter of learning how to use them.

Make bold marketing moves, and raise your prices to cover the additional costs.

A 2% price increase across the board will not scare off your loyal customers, especially if you are already offering stellar service and fair prices.

With that extra revenue, you can create a strategic marketing plan to solidify those relationships and attract new customers within the demographic you already serve. A detailed marketing plan that includes some of those exciting ideas you’ve been kicking around will give your staff a confidence boost and re-energize their enthusiasm for the job.

Treat your existing customer base like a gold mine.

Appreciating the customers you have is the best way to create opportunities for growth in your business and improve customer loyalty. It’s always less expensive to keep a current customer than it is to gain a new one.

So, what if each of your current loyal customers spent just 20% more with you next quarter than they did last?

Commit to treating your customers like royalty. Find out what they want by talking with them. Make sure your service is up to par by asking them about their experience. Taking care of your customers will help you fire up the word-of-mouth engines that will give your marketing campaigns the ultimate boost.

Exceeding customer expectations creates great relationships that lead to more business. Whether through positive word-of-mouth or repeat visits, having a loyal customer base is crucial to your auto repair shop’s health and well-being. To learn more about how to increase business at your auto repair shop, contact us today.

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