How To Improve Quality of Service
HOW TO IMPROVE QUALITY OF SERVICE
The quality of your auto shop’s service is directly linked to customer retention; the greater the quality, the more customers keep coming back to your shop. It is therefore imperative that you improve said service quality. Here are a few ways in which you can do just that:
1. Give accurate repair estimates:
Always make sure that you give your customers accurate estimates. Finding out that the cost of a repair is exceedingly higher than anticipated can diminish the trust that a customer has in your shop. Give customers the option of declining additional repairs if it turns out that the original estimate is lower than the actual cost.
2. Keep to the time:
Having your vehicle in the shop for an undetermined period of time causes undue stress and anxiety. Give customers an accurate timeline for when the completion of repair is anticipated and try your best to stick to it.
3. Honor warranties:
Customers feel taken advantage of if their warranty does not cover necessary repairs. It is therefore important that you honor warranties to the best of your ability. If you are unable to, explain it to the customer.
4. Have great communication:
Customers are often unfamiliar with the intricacies of auto repair work and might not understand the jargon that technicians use in the workplace. Your technicians, therefore, need to know how to get these concepts across without talking down to customers.
Using these techniques you will be able to improve the quality of your customer service, improve your customer retention, and help your shop grow.