Latest News

Three Things That Make Auto Repair Customers Angry

August 16, 2017

It takes plenty of money to earn a new customer, but unfortunately the work doesn’t stop there.  It takes a lot of effort and goodwill to turn them into a loyal customer.  Even then, it only takes a couple of bad mistakes to lose them.  What customer service mistakes are most likely to turn off customers from your shop?  Here are three things that can really do some damage to your client base, and three questions that will help you determine how well you’re treating your customers.  How does your shop measure up?

Hiring a service writer who’s not a good fit for a customer service role.

Service writers need several skills.  They need to understand vehicles enough to communicate well with the technicians and the customers.  They need to coordinate schedules, to ensure that deadlines are met and technicians stay busy.  But most importantly, they need to be able to provide great customer service.  If their instincts are lacking in this area, you won’t have to worry about scheduling customers for long, because you won’t have any.  The Balance explains the 10 soft skills required for customer service jobs; how do your service writers fare on these?

Failure to engage.

It’s hard to feel important as a customer these days.  All of the big companies are using phone trees and automated systems designed to ensure you never talk to a live human being.  One of the biggest advantages that independent businesses (including automotive repair shops) have is that they don’t invest in these systems.  These shops are easy to reach, and their employees are happy to help.

But what if they aren’t?  What if the customer feels like they’re interrupting someone every time they call, email, or approach the counter?  At this point, an independent shop starts to feel like a multinational corporation – but without all of the shine that millions of dollars can bring.  At this point, one of the biggest natural advantages of being an independent shop has been wasted.  When customers call your shop, how are they greeted?  Do they feel like the center of attention, or an interruption?

Providing a dead-end answer.

When you’re interacting with customers, each answer you provide should get them closer to an answer to their question.  Of course, this doesn’t always mean that you can give them exactly what they’re asking – sometimes, you can’t fit them in your schedule today, no matter how much they might want it.

What it does mean is that they aren’t having to direct the conversation.  If they ask whether a specific brand is carried, a simple “no” isn’t going to earn you much business – or goodwill.  If you can’t meet customer requests, offer alternatives.  If you’re unsure of an answer, offer to ask a person who is, and get back with them.  And always make sure you’re leaning into a conversation, trying to find a solution to the problem the customer has.  Even if they don’t want to take your offer, they’ll appreciate that you tried to help.   How often do your service writers take calls without any suggestions to help fix the customer’s problem?

To learn more about Repair Shop Websites’ Call Analytics product and how it can help you answer these questions, call us at 866.665.1605 or email Team_RSW@RepairShopWebsites.com

The Value of Keeping Your Old Domain

August 13, 2017

If your domain is owned by your previous website provider, it can take a few phone calls and may require paying a fee to release it. Here’s why it’s worth the effort to do just that.

more news >

Featured Shops

DARE Automotive Specialists Inc | I Dare You To Try This Place!

August 23, 2017

DARE Automotive Specialists Inc is the perfect spot in Dayton, Ohio to get your vehicle repaired! This family owned and operated auto shop specialize in maintenance, brakes, alignments, engine work, transmissions and much more. Come on by 21 Marco Lane or call 937-433-8743 today! They will be more than happy to look at your vehicle!…

Outstanding Auto Repair in York, PA at Rodenhaber’s Service Center!

August 23, 2017

Rodenhaber’s Service Center has been providing customers in the York, PA area with high-quality automotive maintenance and repair services since 1990. Call today 717-848-4188 to schedule your appointment or stop by the shop, located in the rear of the building, at 305 S. Richland Ave. York, PA 17404. Our services include Oil Changes, Factory Recommended Maintenance, A/C and Heating Services, Engine Maintenance, Transmission Repairs, Inspections, Brakes, 4×4 Repairs, and even Fleet Maintenance and Repair.…

Duncan Exxon Service Center | Over 60 Years in Business

August 22, 2017

Duncan Exxon Service Center is the perfect place to get your vehicle repaired in Burlington, North Carolina. They service all domestic and import cars and the best part is you can grab a snack at the convenience store while you wait! They have been operating for over 60 years and their customer service shows it. So come on by 351 South Church Street or call 336-226-8044 for your service today!…

Morrissey Auto Service- Only registered repair shop with MA State Inspections in Boston MA!

August 22, 2017

Being the only registered repair shop with MA State Inspections, your repair dollars at Morrissey Auto Service guarantee you a passed inspection sticker. Among all of the other general auto repair and maintenance services they provide, they are also capable of programming keys for your vehicle to save you the costly trip to the dealership! Drop-Off Service is available at their second location, Morrissey Boulevard Shell! You can’t go wrong at this shop, so call 781-535-2520 or drop by 61 Tenean St, Dorchester MA 02122 to see how they can assist you.…

more shops >