Educating clients is at the heart of excellent customer service. Our tools, from digital inspections to customer retention management systems, go beyond improving shop efficiency; they play a pivotal role in fostering customers’ trust. As vehicle systems advance, so should our service standards. It can be overwhelming—and expensive—to keep up with all of the latest tools. So, I’ve listed a few below that are critical to your shop’s continued success.
Digital Vehicle Inspection Technology
I was an early DVI adopter, but getting my team on board felt like a monumental task! Today, they all embrace it and are upset when we have hiccups and it doesn't work (which isn’t often). I created our inspection process by writing down the exact order in which my team did their inspections, and when we all agreed on a uniform order, that became our inspection procedure. Having your team as part of the creation is crucial in gaining their participation. Performing DVIs will take technicians more time in the beginning, which is normal, but that time will decrease once it is part of their routine.
Most demonstrations with DVI providers focus on making more money and increasing profit. Awesome! That is a benefit, but my favorite part is the increased trust with your clients. You’re showing them the condition of their vehicle and helping them make educated decisions about repair and maintenance that align with the client's budget and schedule. Customers who understand the intricacies of their vehicle systems through clear explanations and digital reports become more receptive to the necessary repairs, even as costs rise. This level of education benefits the client and elevates the reputation of our industry. They are not coming in for "just an oil change" anymore. They are having the fluids serviced and a system check on all the expensive components to avoid breakdowns and unexpected expenses. To convert your customers to clients, DVI is a must-have tool.
(Note: Encourage your advisors to embrace silence after presenting DVI findings. People process information differently, and allowing them time to reflect ensures they feel confident in their decisions. Silence doesn't mean no; it's an opportunity for understanding.)
Customer Relationship Management Systems
A CRM is a must-have for improving communication, customer retention, and overall service. These tools let you build and manage email lists for targeted marketing campaigns, like service reminders, special offers, and follow-up messages, making sure your shop stays top-of-mind for customers. Most CRM systems include review management features, so you can easily track feedback and respond to reviews all in one place. This helps you maintain a strong online reputation and makes sure you're always on top of customer concerns.
Another valuable way to enhance your CRM is with add-ons, like two-way texting and online scheduling. These allow you to communicate with clients in real-time, whether it's answering questions, giving updates, or sending important information. Online scheduling lets customers book services when it’s convenient for them, including nights and weekends, which helps eliminate wait times and smooths the whole process.
At its basic level, CRM systems ensure follow-ups and service reminders don't slip through the cracks, offering automated reminders that keep customers engaged and coming back. This also helps clients book deferred services and not forget about them. These features are small shifts that often lead to increased revenue over time and lead to better customer retention, stronger loyalty, and ensure your clients trust you for future repairs and maintenance.
Digital Payment Options
Digital payment options are a fantastic way to elevate the customer experience! When your shop offers a variety of payment methods—from mobile wallets to contactless payments—it becomes easier and more convenient for customers to pay. Plus, with enhanced security features, digital payments protect both your customers and your business from fraud, giving everyone peace of mind. By embracing additional payment solutions, you're not only streamlining the checkout process, but you're also showing your customers that you're keeping up with the latest technology. This forward-thinking approach builds trust, boosts customer confidence, and keeps them coming back for future services. It's a win-win!
Shop Management Systems
Another great tool for building stronger customer relationships is a shop management system. You can make future interactions personal and meaningful by using the notes section to log important details about each client: birthdays, anniversaries, children's names, pets, or upcoming travel plans (think about everything you learned from your New Client Intake form we discussed in January). These little touches go a long way in showing that you genuinely care about them beyond their vehicle. The more personalized your conversations are, the more customers feel valued and connected to your shop, which helps turn one-time visits into long-term loyalty. We are in the relationship business, not just the repair industry.
Your turn. Which tools have worked wonders for your shop? I'd love to hear about them! Shoot me an email at [email protected]!
