Once a collision center has been successful in bringing a potential customer to the door, that next crucial step is to “Sell” them and capture the repair. Depending on how they came to you, through a referral or other means, it is now up to you to identify their needs (beyond simply repairing their vehicle) and to convince them that entrusting you with their vehicle is good for them. This is also where the customer service phase begins. How we treat them throughout this process determines, to a significant extent, their overall satisfaction with both the repair itself and the experience overall. In this edition of IMPACT Collision Solutions, we will describe how to earn the trust of the vehicle owner so that they enable us to repair their vehicle and deliver a standard of service that will cause them to refer others to you.
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