If you build it, will they come? Maybe not. Just opening the doors of a heavy-duty repair shop doesn’t guarantee a constant stream of customers. You’re certain to get some walk-ins and curiosity-driven clients at first, but you’ll have to make a conscious effort to build a solid customer base and keep your doors open. Take a page from the preferred repair shops books to provide value along with service. Giving them what they’re looking for is the key to becoming customers choice repair shop.
A Good First Impression is Essential for Becoming Customers Choice Repair Shop
No matter what type of business you run, a good first impression is crucial. Sure, heavy-duty repair is a dirty business, but that doesn’t mean yours can’t be as clean and organized as possible. Keeping tools picked up and stored away does more than make your shop look better. It also makes things run more efficiently when techs don’t have to stop what they’re doing to look for something they need. Plus, it gives the appearance that you care about details. That boosts customer confidence and will help rank yours in the top among preferred repair shops.
Preferred Repair Shops Hire Knowledgeable Techs
…And encourage their continued education. It’s great to hire friendly, certified techs who know their job inside and out. However, preferred repair shops keep their staff trained in new technology, too. Offering the superior, cutting-edge services along with basic maintenance and repairs is one of the best things you can do for becoming customers choice repair shop.
Set Fair Pricing
Yours can be the cleanest, friendliest heavy-duty shop in the land, offering every service under the sun. However, if you don’t price your parts or set your labor rates appropriately, you will not attract the customers you want. And that doesn’t necessarily mean going low on pricing.
Communicate With Customers and Value Their Feedback
Communication is a priority for becoming customers choice repair shop. Clients need to be kept in the loop on their jobs. They appreciate you talking to them in laymen’s terms, not tech-speak. Return calls when you say you will, address customer concerns, and consult with them if an unforeseen problem comes up. An open line of communication is essential for keeping customers happy.
Plus, happy customers give you a kind of PR you can’t buy. Their word-of-mouth goodwill is better advertising than buying a 30-second spot on the Super Bowl. Encourage them to tell their friends about their good experience at your shop, and ask if you can use them as a reference. Also, get their positive feedback in writing and let them know you’d like to post it on your website testimonials page. Their glowing recommendations are priceless.
Finally, it’s not possible to please everyone all the time. No matter how hard you try, it’s common to get complaints. However, negative feedback is valuable, too. Listen to everything customers say and use the constructive criticism to make positive changes.
Keep Detailed Records
Preferred repair shops keep excellent records. In the past, that meant keeping warehouses filled with paperwork. It was a cumbersome and inefficient process, but at least customers knew they could count on their repair shop to have a history of everything about their trucks, from routine PMs to parts replacements and repairs. These days, keeping detailed records is much easier, thanks to heavy-duty repair shop software like Fullbay. It streamlines your entire process from creating estimates to tracking inventory, setting prices, ordering parts, and invoicing. It even has a customer portal to make customer communications easier. In fact, implementing a tool like Fullbay plays a part in every step of becoming customers choice repair shop. Fill in the form below and see for yourself what it’s like to be the repair shop of choice.