Automotive repair customers want solutions to their concerns and the most common concerns are:
- Satisfaction with the product
- Satisfaction with the service
- Personal contact – attention
- Service in a reasonable amount of time
- Staff interaction
- Professional polite attitude
- Timeliness
- Cleanliness of facility
- Cleanliness of returned vehicle
- Price point
Every customer that walks out angry, jilted, gouged or feeling abused or abandoned has the potential to frequent the competition. Losing a customer for life equates to losing large amounts of revenue over time. Customer service policies help to groom your employees, to provide a healthy business relationship with your customers, and thus provide you with a lifetime of increasing revenue.
Which areas affect your service department and how can I help you fix it?
David
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