Body shops can deliver an extraordinary experience by capitalizing on excellent customer service daily to entice new people. Likewise, customer service is integral to the success of most companies, including auto repair shops and used auto dealers. Providing excellent customer service is one of the best ways to keep existing clients and attract new ones.
Common Customer Concerns with Body Shops
Knowing how to deliver a positive experience and improve customer service requires familiarity with the customers’ needs. Thus, the following are the top three customer concerns about repairs from body shops.
Paint Issues
The ability to get an identical paint match for the damaged areas of the car is one of the main concerns of customers. Also, the best shops use up-to-date and manufacturer-approved painting methods for restoring original factory paint jobs. Repair companies can find the color code for the original paint by looking up the car’s identification plate.
Drivability of the Vehicle
Customers are often understandably concerned that their car won’t be safe to drive after auto shops have repaired their vehicles. Body shop owners should ensure that they have aligned cars with suspension damage. Then they should check thoroughly for roadworthiness before releasing the vehicle to the owner.
Frame Damage
It’s tricky to repair frame damage that a vehicle may have sustained in an accident. However, there was a time when fixing cars with bent car frames was practically impossible. It was especially difficult if they were involved in a significant crash. Now, auto shops have the capabilities to restore even the most severely damaged vehicles back to the original manufacturer’s specs.
Tips for Ensuring Customer Satisfaction
Satisfying customers requires equal parts technical know-how and a genuine desire to provide quality service. Moreover, here are some ways body shop owners and staff can ensure a more favorable experience for their customers:
Develop Expert Working Knowledge
Experience and technical knowledge go hand-in-hand. Thus, body shop personnel that can address customer concerns confidently can help improve the business’s reputation.
Make an Extra Effort
Outstanding customer service goes beyond being friendly and responding to issues. Making an extra effort and “going the extra mile” will help ensure that clients are content with the level of service they are receiving. Small gestures such as topping off a customer’s coolant, checking oil levels, and inflating tires to the proper pressure will help enhance a business’s reputation.
Learn to Handle Unexpected Situations
Unexpected situations often characterize body shop work. Likewise, shop mechanics and technicians must be able to react quickly and efficiently to these events and handle them professionally to the client’s satisfaction.
Improve Communications
Your customers’ time is valuable. Thus, improving communications can help speed up the process. It could also help avoid wasting time the body shop owner could have spent working on the customer’s concerns.
Shop managers and supervisors should set up a system allowing easy customer data access. It is just as essential to get back to clients waiting for a callback as soon as possible.
There are many other ways by which body shops can ensure a more satisfactory experience for their clients. Ultimately, improving customer service and providing professionalism is a good start. By getting these aspects of the job down, everything else should follow.
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