jump to navigation

Happy, Loyal, Auto Shop Customers January 19, 2008

Posted by ratemyrepairshop in Automotive, Car shops.
Tags: , , , , ,
2 comments

I would say 75-80% of the people who come into an auto shop are there out of necessity, not by choice.  Car problems are never planned. It’s not enjoyable to know that you are going to have to pay a bill just to get your vehicle back into original working condition.  But, when you are treated properly, with fairness, it is easier to handle the bill and accept it.  The way an auto shop treats its customers is how brand loyalty is built.

It may shock you but, when I was working at an auto shop, we had people almost on a  weekly basis bringing us donuts, pastries and other gifts.  We had earned their respect, and they were grateful.  We let them know that when something went wrong on their vehicle, they could turn to us. 

Sometimes, when you work in an industry with a low public opinion, it is easier to impress.  Something as simple as changing a light bulb for free would even get people offering us tips.  There are plenty of areas where an auto shop can take initiative and go the extra mile.  The most crucial element in building happy and loyal customers is to treat people with FAIRNESS. 

Advertisements