We all try
hard to get new customers and to turn them into loyal clients, which will be
spreading a good word-of-mouth about our bodyshop. A happy customer will most likely tell 3 other
people about you; right after his experience with your business, while an
unhappy one will tell another 10, about how bad you are. The best way to
turn a customer into a positive ambassador is to exceed his/hers expectations.
Pleasantly surprise them! (and I am not talking just about dropping your
prices). But how can we do this? Below I bring your attention to 5 simple steps
for how you can actually do this.
1.
Deliver
the car earlier than initially agreed
I know it
is not easy, especially when you are busy and overwhelmed with work and many
other problems. Nevertheless, if there is a chance to speed up the process,
don’t lose this opportunity. Quick deliveries will not only leave your
customers happy, but will also increase your vehicles’ turnover and boost the
profitability. How to speed up working flow in your shop? – check out our blog
post. Also remember, SMART repairs grow at 30% rate, and the main reason for
this – fast job deliveries!
2.
Always
take care of the customers’ vehicle interior
If for many
collision repair shops putting seat covers to protect car’s interior is a
common practice, for others, it is considered as a waste of money. Remember,
for your client his/her car might be much more than just a simple mean of
transportation. Protect it from dirt, oil and overspray! Majority of people are emotionally attached to their cars.
Make them feel the same about your work.
3.
Wash
it!
Do you know
that vision accounts to 82% for our perceptions? This means that when your
customer receives a vehicle after body works, he/she will always “judge” the
job from overall appearance, not just concentrating on the actual body parts
which were repaired. If the car is dirty, this first impression in subconscious
mind will be a negative one, regardless of the quality of spray work. Don’t
spoil this first impression, wash the vehicle! Your customer will love to see
it nice and shiny.
4.
Give
free touch-up paint
Everyone
likes free stuff, especially when it is useful, this alsp ads value to your
service. From our experience giving some leftover paint in special touch-up
bottles, works really well, and a happy smile is guaranteed. Just between us,
either way your customer has already paid for this paint, so why not to give
away a small handy touch-up applicator to fix small dents and scratches? Your
company’s logo and website on a sticker will always remind them about your
bodyshop, with a positive association.
5.
Provide
useful information about car color
When your
customer is handed over the vehicle with perfect glossy look, he/she would
definitely like to keep it this way for as long as possible. Why not provide a
well-designed leaflet with a few useful tips about clear coat protection and
detailing advices? A coupon with some
discount for any future service, will guarantee that this leaflet will not go
to a dust bin. Furthermore, you are most likely to receive a phone call from
your customer’s friend or relative.
This list,
of course, is not extensive. What you should always is keep in mind that there
are many ways to exceed your customers expectations without sacrificing your
margins. Use your fantasy, innovate and the positive results will come to you!
