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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?

 

 

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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.

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  • 2 months later...

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.

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  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
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