Depending on how customers came to your door, 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 you treat the customer throughout this process determines, to a significant extent, their overall satisfaction with both the repair itself and the experience. The objective of the customer service phase is to assure the customer’s complete satisfaction with both the repair and care demonstrated in delivering it. There are four elements to creating completely satisfied customers: (1) keep them Informed; deliver their vehicle on time; (3) treat the customer well; and (4) ensure everything is complete at delivery. In this edition of IMPACT Collision Solutions, we will describe how to earn the trust of the vehicle owner so that they allow you to repair their vehicle and deliver a standard of service that will turn them into a referral source for future repairs.
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