Shop Management | Operations - Service Repair

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How to train your customers to ensure more efficient processes

Tuesday, July 2, 2019 - 07:00
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Is the morning chaotic at your shop? Customers all showing up at the same time wanting to get in and out as fast as possible, forcing you to rush through every interaction? When you call or text customers, do they get back to you quickly? Are they declining work because they are not prepared for it financially or mentally? Do your customers return to your shop for the services their vehicles need?

More than likely your shop experiences the above and other scenarios every day, which are affecting your service process, ultimately slowing it down or even stopping it all together.

You know that the customer experience is one of the most important aspects that contributes to your shop’s success. Because of this, you have many systems in place to make each visit to your shop go quickly and smoothly as possible. Yet you still have issues with handling customers and customer satisfaction leaving you asking yourself, “why?” What else can I do? How can I fix this?

Have you tried to “train” your customers? To get them to work with all the processes you have in place that makes your shop run smoothly and efficiently? If not, it is time to.

What stops most shops from training their customers is the fear that the customers will reject the training and stop coming to your shop because of it. The opposite of this is true. Customers can become a part of your service process making it work better. Because we never really explain to the customer what our expectations from them are when they are at our shop, they don’t know how they affect the work flow and the getting their vehicle back sooner than later.

Will all your customers accept your ideas and training? No. There will always be those that don’t care or are not interested in it. They just want their vehicles worked on and completed soon as possible.  And that is ok. If we can train most of our clientele, we will be in a better position to deal with these customers building on our service success.

Realize that we are trained by many of the businesses we frequent in our lives. When I go to the dentist, I know that I will set my next appointment before I leave the current one. I will even be told of the recommendations for what will be done at that visit.

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