As you’re already a member of the Assured Performance Network, we know that you are deeply committed to providing the best collision repairs to your community, no matter who they are or what they drive. But how can you make sure that you’re giving them genuine Collision CARE? CARE refers to the warm, fuzzy feeling your customers have when they bring their vehicles to your business for a fully documented Certified Repair. It’s also the peace of mind and reassurance that they have when they get back on the road. Learn the top five tips to build a strong relationship with your customers. Remember: returning customers will stay loyal to your brand and refer more business your way!
5 Ways to Get to Know Your Customers Today!
In today’s competitive business world, it’s not enough to process a repair and move on. As a member of the largest Certified Network in North America and the top 5% of body shops, it’s essential that you treat each person that walks through your door with the same respect and kindness that you provide to neighbors and friends. When you approach your customers with empathy, learn from their feedback, and show up with the utmost professionalism, you offer them something that other body shops won’t: Collision CARE!
1. Offer Top-Notch Customer Service
At Assured Performance, we consider “Top-Notch” Customer Service offering White-Glove Treatment: priority processing, complimentary vehicle pick-up and drop-off, rental car arrangements, and more. Make it your goal to create a convenient Collision Care process where your customers needs are met. Keep your lobby clean and welcoming with hot coffee and refreshments at the ready; take a moment to inquire about their concerns; and always greet them with a smile. If the collision has put a damper on their spirits, remember that sometimes a smile is all it takes to boost your mood, so lead by example!
2. Find Out WHY They Chose You
Don’t wait for online reviews to learn where your business is excelling or needs to improve. Ask your customers directly why they brought their vehicle to you, what they appreciate about your service, and (if you’re brave!) where you can improve. This can be as easy as an email after their vehicle repair is complete or as in-depth as mailing a formal survey. Listen to their raves and their rants, and use both to make your business better.
3. Go Above & Beyond the Competition
Look at the success and failure of other body shops and hone in on what you have to offer. This means promoting and leveraging your Manufacturer Certifications and letting your community know that you offer unparalleled documentation (a Fully Documented Certified Repair and an equally documented Invoice). Next, encourage your customers to submit a photo estimate or book an online appointment. Is a potential customer still shopping around? Ask them about their experience with other shops and share the superior service that you offer.
4. Train Your Technicians to CARE
5. Engage with Them on Social Media
It’s called “social” media for a reason, and it’s one of the easiest ways to engage with your customers, attract new ones, and continue your reputation as the best, most trusted body shop in your area. However, you don’t only need to use your social profiles to share your updates. You can also use it to listen to your followers. Reach out to them, offer online giveaways, invite them into your business, and strike up conversation. Pay attention to their personal content so you can see what they value, engage as a community-minded business, and leverage those values for your business’s growth.
Not Sure Where to Start? Just Ask!
If the thought of getting to know your customers sounds daunting, start with one easy step: Ask each customer how they are doing! Express empathy when they are involved in an auto collision. Email to check in after a hailstorm. Wish them a “Happy Holiday”, no matter what the holiday is, or celebrate social media holidays like this one! National Get to Know Your Customers Day might come once a year, but you have the opportunity to grow that relationship all year long.
Remember, the more you get to know your customers, the more they will trust you with what is typically their second most expensive investment! Trust builds loyalty, and loyalty builds your business’s success! Ready to interact more with your community on social media? Share CollisionCare.org‘s consumer-friendly social media posts!