Auto Repair Customer Service 101

[AutoShopOwner]

Customer service requires the use of the long-standing principle of being nice and the "do unto others" creed - and of course a courteous attitude. Nothing is worse than bad service at a restaurant, or a grumpy and inattentive associate at a store. It is moments like these that create a bad experience for a customer and makes a customer think twice about returning. Bad experiences also get around by word of mouth twice as fast as a good experience; too many of the bad experiences being talked about puts your company in immediate jeopardy.

 

 

 

 

 

When in a service-oriented position, take the time to smile and offer assistance. This will immediately let the customer know that you are aware that they are in your store. Customers will feel more welcomed and appreciated and the likelihood of them returning is much greater. That’s exactly what you want, repeat customers.

 

 

Active listening is also a must for good service skills. If a person does not listen to the customer, chances are that they will not fully comprehend what the customer is trying to convey, thus leading to a potential problem that could have been solved by listening. Active listening requires a person to focus and be present in the moment. Inactive listening can cause a company to lose customers, receive a bad reputation - and depending on the severity of the issue, potentially can lead to a lawsuit.

 

 

There are the occasions where problems arise that an associate cannot handle for one reason or another. Be honest about this. Let your customer know that you do not know the answer, but also make sure to explain the choices available to them and to obtain the help they are seeking. This could be as simple as calling another associate or in-store manager. Maybe you will have to locate the phone number to your headquarters so that it can be offered as a possible avenue of resolving customer conflict. Just know that for the most part, the more helpful you are, even if the customer is agitated, the higher chance you stand of having that customer return - they will remember the help that they were receiving.

 

 

In dealing with customers of any kind, look at yourself objectively and ask yourself if you would like to be treated in the manner that you just treated that customer. If the answer is yes, then you are using good customer service skills. If the answer is anything but yes, then it is strongly suggested that whatever it was that bothered you, you change. If you don’t like yourself at that moment, then what makes you think anyone else will like you?

 

 

Smile, greet, offer assistance, be courteous and find creative ways to solve conflicts. Attend any conflict resolution classes offered as well as other additional service classes. Don’t make assumptions about people by the way they dress or don’t dress, as this is nothing more than a stereotype and more often than not in today’s world, stereotyping will backfire on you.

 

 

As an added incentive, take an extra 20-30 seconds to go out of your way to help a customer. Maybe you can lead them in the right direction for what they are seeking, or find out, before a lot of time is wasted, that you don’t carry the product being looked for. Maybe simply helping them to sit down, stand up or out to their vehicle is what is needed. If that is the case then just do it. Those minimal seconds in your life can impact another person’s life in a variety of positive ways.

 

 

Lastly, when a customer leaves, tell them to have a good day or night. I myself tell them to have a better one. I believe that if their day has been crummy then the better day comment will have more effect. It stands out more and in little ways shows that much more of a caring personality behind the associate tag, which of course comes back in positive waves.

 

 

 

 

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[xrac]

Customer service requires the use of the long-standing principle of being nice and the "do unto others" creed - and of course a courteous attitude. Nothing is worse than bad service at a restaurant, or a grumpy and inattentive associate at a store. It is moments like these that create a bad experience for a customer and makes a customer think twice about returning. Bad experiences also get around by word of mouth twice as fast as a good experience; too many of the bad experiences being talked about puts your company in immediate jeopardy.

 

When in a service-oriented position, take the time to smile and offer assistance. This will immediately let the customer know that you are aware that they are in your store. Customers will feel more welcomed and appreciated and the likelihood of them returning is much greater. That’s exactly what you want, repeat customers.

 

Active listening is also a must for good service skills. If a person does not listen to the customer, chances are that they will not fully comprehend what the customer is trying to convey, thus leading to a potential problem that could have been solved by listening. Active listening requires a person to focus and be present in the moment. Inactive listening can cause a company to lose customers, receive a bad reputation - and depending on the severity of the issue, potentially can lead to a lawsuit.

 

There are the occasions where problems arise that an associate cannot handle for one reason or another. Be honest about this. Let your customer know that you do not know the answer, but also make sure to explain the choices available to them and to obtain the help they are seeking. This could be as simple as calling another associate or in-store manager. Maybe you will have to locate the phone number to your headquarters so that it can be offered as a possible avenue of resolving customer conflict. Just know that for the most part, the more helpful you are, even if the customer is agitated, the higher chance you stand of having that customer return - they will remember the help that they were receiving.

 

In dealing with customers of any kind, look at yourself objectively and ask yourself if you would like to be treated in the manner that you just treated that customer. If the answer is yes, then you are using good customer service skills. If the answer is anything but yes, then it is strongly suggested that whatever it was that bothered you, you change. If you don’t like yourself at that moment, then what makes you think anyone else will like you?

 

Smile, greet, offer assistance, be courteous and find creative ways to solve conflicts. Attend any conflict resolution classes offered as well as other additional service classes. Don’t make assumptions about people by the way they dress or don’t dress, as this is nothing more than a stereotype and more often than not in today’s world, stereotyping will backfire on you.

 

As an added incentive, take an extra 20-30 seconds to go out of your way to help a customer. Maybe you can lead them in the right direction for what they are seeking, or find out, before a lot of time is wasted, that you don’t carry the product being looked for. Maybe simply helping them to sit down, stand up or out to their vehicle is what is needed. If that is the case then just do it. Those minimal seconds in your life can impact another person’s life in a variety of positive ways.

 

Lastly, when a customer leaves, tell them to have a good day or night. I myself tell them to have a better one. I believe that if their day has been crummy then the better day comment will have more effect. It stands out more and in little ways shows that much more of a caring personality behind the associate tag, which of course comes back in positive waves.

 

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These are all good points. There are little things that I have learned that seem to work well. Often a new customer is very guarded. They are afraid of being overcharged or sold something they don't need. They don't know you and your business. Whether on the phone or in person for the first time I will joke with them in some light silly way. Sometimes when they ask what do you charge for brakes I will say "all we can get" and then I laugh and say I am just kidding. They will laugh too because I have touched on something they are nervous about. It helps relax the conversation and shows them that I am a real person who isn't hard to deal with and who enjoys life and people. I have also found that the greater interest I show in their problem and them the more likely they are to either come into the shop and/ or be a satisfied customer when they leave. Sometimes if someone asks about a tuneup and they don't know how long it has been I will suggest why don't they bring it in and let us remove a spark plug and see if we think they need one or not. This isn't possible on all cars but it is on some. Customers love it because it shows we are interested in providing service, to truly help them, but not ready to sell them everything that we can. Sometimes little things mean a lot.

[xrac]

What's risk?

 

It is the potential cost to the individual customer if he/she makes a mistake. It's not just the money, although that is part of it. It is also the social, psychological and emotional cost that your customer will pay if your choice isn't the best one. The lower the risk of the decision, the more likely your customer will say "yes" to you - regardless of the price. Become comfortable with this concept of risk first, and then use it in your sales efforts. In order to really understand risk, you must first see this issue from your customers' perspective. Try to put yourself in their shoes, and calculate the amount of risk that you expect your customers to take when you offer them an opportunity to say "yes" to you. Make sure they know and understand that all your work is 12 months - 12,000 miles (or whatever your warranty is)!