Be Careful of Who’s Greeting Your Customers?

[Joe Marconi]

Be Careful of Who’s Greeting Your Customers?

 

Have you ever walked into a store, restaurant or other establishment and the person greeting you treated you as an inconvenience, rather than a valued customer? Sure you have. Well, who’s greeting your customers? More importantly; how are your customers being treated whether on the phone or in person?

 

The people you have greeting your customers and on the phone represent you and your business. Sales can suffer with the wrong people taking care of your customers. This is especially true for first time customers.

 

Every point of contact; from scheduling an appointment, to write up, to car delivery, are critical steps in the customer experience. These customer touch points can be either have a positive or negative emotional

experience. Negative experiences will hurt customer retention; positive experiences will help grow your business.

 

The best repairs, using the best tools and parts, done by the best tech means nothing when the customer is treated poorly.

 

If you want to improve the customer experience, which will help increase sales, then take a long hard look at how the customer is being treated, in person and on the phone. Make sure that every point of contact with the customer triggers a positive emotional experience for the customer.

 

So, your greeting your customers?

 

 

[xrac]

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[CARMandP]

Reviewing a bunch of this kind of thing right now in my shop.

[mikerisich]

I couldn't agree more! Customer service is the most important aspect of any business. It's vital for customers to be greeted in a timely and professional manner. During particularly busy periods, this may be more difficult to accomplish. To help in this effort, wireless kiosk technology that welcomes customers and offers up-sell opportunities based on current weather conditions is an asset for today's auto repair shops. Especially when business is at its peak, kiosks allow customers to check themselves in, update their address and/or vehicles and ultimately save service professionals time, allowing them to carry out other duties.

[DukeCardwell]

So right!

[nge]

I see you mentioned wireless kiosk technology. Are you using this now? If so could you provide some details around it?

[mikerisich]

Hello,

 

My company recently released the first-ever customer check-in kiosk for the automotive repair industry. It's called Welcome Station and it's similar to the self-check terminals at the grocery store, airports and used extensively in other industries. You can find more information here: http://www.autoshopowner.com/blog/7/entry-77-automotive-kiosk-aids-customer-check-in-saves-shops-time/ by visiting my Web site at www.boltontechnology.com, or calling 610-400-1019. Please let me know if I can provide any additional details.