newport5

I agree, but … I often read about “The Customer Experience,” or providing a great customer experience, or exceed customer expectations, but it stops there. I seldom read about what that means or looks like. Jt’s just “go do it.” I have my observations, but I suggest we open this up for discussion as to what that means. And I don’t like what I read recently: Easy appointments, clear explanations minus jargon, quick turnaround and the overused “fixed right the first time.” I think those are routine expectations, not great customer service.

I totally agree with that.   I hadn't thought of a great relationship as (being part of) an amazing experience, but I have to agree with you !!!

that sounds like a "good" experience. I don't see it as amazing. Bad communication makes for a bad experience. I think good communication makes for a good experience, but not amazing.

I keep reading, with business, it’s all about the experience. And I read articles in auto trade magazines that mention a “great experience” and even read “dazzling experience. Now it’s an “amazing experience.” But nobody says what that is, would look like or how to achieve it. And could car repair be amazing?

How many store or business interactions can be amazing experiences? I would think a dinner, concert, sporting event, etc. could be amazing. But spending money on your car so that it runs the same as it did a month ago seems far from “amazing.” Maybe amazing compared to other shops.

Regarding going to another shop because your shop isn’t amazing, I don’t see it that way. Having said that, we work on high-end German cars and I think those people choose their repair shop carefully. They probably won’t just go to the next shop down the street because it was only a good experience.

I think if the customer talks to personable people at your shop, maybe there are some smiles or laughs, gets their car fixed at a fair price in a reasonable amount of time, that’s a “good” experience.

I suppose if your customers just have a “regular” car that’s not much more than transportation, and they see repair shops as a commodity, perhaps it’s easy to just go to the next shop.

Thoughts?

1.       Is EVERYTHING written up at the initial drop off, to limit waiting for additional approvals? Such as, are you adding a line for brake rotors for approval, just in case it’s more than just pads?

                "If it turns out to be THIS, can I get your approval now?"

2.       Is everything in writing for the technician, every time, versus a, “Hey, that car gets a …”

3.       Is the technician cleaning his bay versus the lot guy, whose not producing hours?

4.       Has the service advisor created a great relationship with the customer to get most things approved?

I agree with: " Your best customers are loyal because of the value they receive from doing business with you." I arrogantly used to think I was SO good at calling customers back with the additional work needed. They said yes all the time and I thought it was me. I finally realized it was their past trusted dealings with us made everything so easy and smooth. I know they trust us with their car and their pocketbook.