Quantcast
Jump to content

Start LLC for $0 at IncFile


Start LLC for $0 at IncFile


Start LLC for $0 at IncFile

Treat Your Customers as Guests


Recommended Posts

  • 4 weeks later...

Start LLC for $0 at IncFile


Start LLC for $0 at IncFile


Start LLC for $0 at IncFile

  • 1 month later...
  • 1 month later...

One thing to remember: all the fancy marketing in the world means nothing if the service at the counter and on the phone is lousy. Sometimes it's not because advertising is not working, it's because the service is not up to par. Successful Marketing is about having your entire company offering the best service and quality and being inline with your marketing messages.

Link to comment
Share on other sites

  • 2 years later...

Trust is earned, the way you earn respect. So, how do you earn it? A little bit every day.

 

It's all a part of what we say and do -- how we treat the customer, handle a crisis, deal with the media. Here are seven ways to build trust.

 

1. Deliver top quality customer service; it reflects the brand and the culture of your company.

 

2. Make good on all promises and guarantees.

 

3. Make it personal; make the customer feel like a real person, not a number or sale.

 

4. Be truthful in all marketing and PR communications; don't over-promise and under deliver.

 

5. Seek honest feedback and reward those who give it (discounts, coupons).

 

6. Go the extra mile to resolve a problem, and then go even further (free meal, free stay, discounts).

 

7. Follow-up with appropriate questions, suggestions or offers to help in the future.

 

Build trust one customer at a time.

 

Solid, sound business advice. Everyone should review each morning before they start their day.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By bantar

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Honesty is always the best policy, but sometimes is it better to omit certain information to a customer? What if you make a mistake but make it right and eat the cost? Are there situations where you don’t divulge all that information to a customer? Let’s have an open discussion on ethics and your shop’s reputation.
      Matt Fanslow, lead diagnostician and shop manager, Riverside Automotive, Red Wing, MN. Matt’s previous episodes HERE Matt Fanslow Podcast: Diagnosing the Aftermarket A to Z Al Wright, John's Automotive, Cedar Rapids, IA Key Talking Points
       There are times when being completely open is endearing, but other times where it simply hurts the shop's reputation, and the client learning about it changes nothing. They aren't paying more for the service, they aren't leaving with an improperly repaired vehicle.  The issue/mistake/mishap can be kept in-house and learned from. It's not uncommon for us to "lie" by omission, namely when mistakes are made.  We don't call out the specific tech that erred.  That is to be frowned upon.  Unfortunately, we also seem to lie by omission by not calling out the specific tech when there's a victory or a job well done. Another situation MAY be just thinking out loud, which may not always be a good thing, or misdiagnosing a vehicle. What is the best way to fire a customer without damaging the shop's reputation?   In a small community, you have to be careful in your explanation to the customer to prevent the ripple effect.  Comebacks - every shop has them, and it's the first interaction when they return that makes all the difference in defusing a bad situation. Let the customers speak first.  Reputation isn't just a business transaction, reputation is just as important as community involvement. Shop culture can also affect your reputation. It's your employee for 40 hours of the week; what do they say about you and their peers the 80 hours a week?  
      Connect with the Podcast
       
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Click to go to the Podcast on Remarkable Results Radio
    • By Eric Roberts
      Firstly let me say that I an just a regular guy from the UK who is the owner of a seven bay service centre/garage. I am not a financial expert. The dreaded inflation is upon us again. For the guys as old as me then this is nothing new. Back in the 70,s we had 15% inflation, but we all got by and lived for better trading days. Here in the UK we have always looked up to the USA because of your business prowess. So what do you guys look out as your worst enemy!
      When prices are going up then I find that the gap opens between rich and the poor's disposable income. So this question will effect garage owners in different areas. My garage is in a poor area with many immigrant families who drive cars. So this means we have to be more flexible with pricing. Finding out if your customer can afford that service ! For this reason we devised a three tier service pricing structure. This has also the effect of not loosing your profit margins. 
      The lowest price should include an oil and filter change and a general vehicle check over. This way we find the customer will perhaps be able to afford a service and your profit margins wont drop. This is just one small idea that we carry out! What do you guys do in these times of high inflation ? 
    • By Joe Marconi
      Most communities have a variety of repair shops, dealerships, and franchise models.  Do you consider them the competition, or colleagues?
      Do you think it's worth it to get to know other auto businesses in your community?  To share and exchange business ideas and strategies?
       
       
       
       
    • Advertise your services or products to passers-by attracting them towards your business
    • By Joe Marconi
      There seems to be a lot of mixed reactions since COVID on customers waiting for service.  For many shops across the country, most customers drop off their cars for service these days.  
      What's your strategy? Does it depend on your business model?  


  • Our Sponsors



×
×
  • Create New...