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What does "Customer Expectations" really mean?


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I don’t think we deliver an expectation, we deliver the experience. The customer has the expectation. I would think their expectations would be: fix their car, at a fair price, a good warranty, with a good explanation of what was done, and kept up to date on the repair and it’s cost. A bonus would be a nice, friendly (maybe fun) interaction with the staff, whether service advisor, owner, manager or receptionist.

Too many people “expect” or are afraid of being ripped off, probably more for first time customers. I can’t remember a customer EVER telling me their expectations.

I’m not a fan of “exceed expectations.” What is that: coffee, donuts, toys for the kids as mom waits? A ride? A rental car? And then, how do you exceed exceeded expectations the next time??? I’ve even read “shatter expectations,” with no hint as to what that would be.

What goes a long way are great 5 Star reviews to put (first time) customers at ease.

I answer the phone cheerfully every time. I had a lady customer say: “When you answer the phone, I know everything is in good hands.” A good start on the customer experience.

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  • Have you checked out Joe's Latest Blog?

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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