Sometimes the most effective strategies you can implement to increase business at your auto repair shop are also the simplest. When a customer calls your shop to learn more about your business and the services you provide, what is their first impression? Is it positive? Or is a couple minutes on the phone with one of your reps enough to send them running to a competitor?
Phone interactions are often the first and most important impression your customers have of your shop, which is why it’s so important to train your employees on the proper way to handle phone calls. Using these helpful phone tips, you can integrate another simple, yet effective, strategy into your marketing plan.
Use a Positive, Friendly Tone
Answering the phone with a friendly, positive tone is the first step to winning a customer’s business. If your tone is sour or unpleasant, the customer will almost surely notice and will take it as a sign of the type of service your shop provides. Likewise, if you seem distracted or uninterested in helping them, the customer may feel as if their patronage doesn’t matter to you.
Always answer the phone with a cordial and upbeat voice. Smiling may help to produce a happier tone and a better connection with the customer on the other line.
Catch the Customer’s Name
Making an effort to remember the name of the person calling your shop can be a great way to impress them and show them you care. As soon as you receive the name of the customer, repeat it, either out loud or in your head. You may even want to jot it down on a notepad, so you don’t forget. This brings a more personal connection to the conversation and will make the customer feeling valued. With that said, don’t go overboard calling the customer by name, as it may seem disingenuous and annoying.
It doesn’t matter how nice and thoughtful you are if the customer can’t understand what you’re saying. Be sure to articulate your words clearly, speak slowly, and use layman’s terms to describe your services. Mumbling, speaking too quickly, or using overly technical language will leave the customer scratching their head. It’s a good tip to avoid chewing gum while speaking on the phone, as that too may muffle your speech.
Know What You’re Talking About
Anyone offering customer service over the phone should be knowledgeable about your business, your general prices, and the specific services you offer. When a customer calls, they expect to talk to someone who knows what they’re talking about. An interaction with an employee who can’t fully and accurately answer their questions could be all it takes to drive that customer away.
Improving your employees’ phone skills may seem like a rather basic marketing tactic, but your phone service can and will play a major part in the success of your business. If you have any questions or would like more ideas for how to increase business at your auto repair shop, contact us today.