Ratchet+Wrench
  • Magazine
  • Subscribe
  • Advertise
  • RW Management Conference
  • All-Star Award
  • Running a Shop
  • Shop Life
  • News
  • Multimedia
  • Jobs
  • Running a Shop
    Sales+MarketingEducation+TrainingCustomer ServiceLeadershipHuman ResourcesTechnologyTools and EquipmentFinanceOperationsLaw
    Shop Life
    Shop ProfilesShop ViewColumnists
    News
    Latest NewsResearch+Reports
    Multimedia
    WebinarsVideosPodcasts
    Jobs
    RW Management Conference
    All-Star Award
    OEM Dealer Directory
    About Us
    AdvertiseContact UsSubscribeIn PrintDigital EditionPrivacy PolicyTerms & Conditions
    https://www.facebook.com/RatchetAndWrench
    https://twitter.com/ratchetnwrench
    https://www.instagram.com/ratchetandwrench/
    https://www.linkedin.com/groups/4447458/profile
    1. Topics
    2. Reporter's Blog

    Better Understand Your Customer Base

    Feb. 6, 2018
    When your staff is on the same page and invested in understanding the customer? Everyone on staff can anticipate the customers’ demands and what will sell. Here are some basic questions to gauge how well your shop’s CRM observes your customer base.
    Travis Bean
    customer-563967_1920

    The goal is pretty straightforward: If you understand your customers, you can anticipate their demands and know where to invest.

    The not-so-straightforward part? Getting to know your customers in the first place.

    That’s why Dave Mulcahy, director of the Small Business Development Center at Lamar University in Beaumont, Texas, says you need to draw up a formalized, streamlined process for customer relationship management (CRM).

    Basically: When everyone on staff is on the same page and invested in understanding the customer? Everyone on staff can anticipate the customers’ demands and what will sell.

    Here are some basic questions to gauge how well your shop’s CRM observes your customer base:

    1. Is your target customer clearly defined?
    2. Is your customer database regularly updated?
    3. Do you actively seek customer comments and complaints?
    4. Are you using multiple ways of obtaining customer information?
    5. Are you regularly auditing CRM activity?
    6. Are customers surveyed to determine satisfaction levels for existing services?

    Read more tips from Mulcahy in the his article from the February issue.

    Continue Reading

    Bunch: Facing our Fears: The Future of Independent Auto Repair Shops

    Win Them Over with DVI

    Sponsored Recommendations

    TechNet - Join Today for Exclusive Business and Marketing Solutions

    How To Boost Your Shop’s Tire Revenue By 20%

    Don’t Let Slow Parts Procurement Hurt Your Bottom Line

    Overcoming the 3 Largest Issues Related to Parts Ordering

    Latest in Reporter's Blog

    DSC06841-Enhanced-copy777
    Shop Views

    Remodeling For a Complete Customer Pivot

    Claire Peterson
    Sept. 15, 2021
    rsz_electric-car-1458836_1280
    Reporter's Blog

    Can the Repair Industry Wait on EV Prep?

    Paul Hodowanic
    Aug. 18, 2021
    InteractingProperlywithCustomer
    Inside the Consumer's Mind

    It’s the Little Things That Will Set You Apart

    Claire Peterson
    Aug. 11, 2021

    Most Read

    How to Help Customers With Subprime Credit Scores Get What They Need

    Bunch: Building Your A-Team

    Broski: The Difference Between Selling a Customer and Helping a Customer

    Sponsored

    Overcoming the 3 Largest Issues Related to Parts Ordering

    Parts Markup – Your Key to Profitability

    Order the Right Auto Parts (the First Time) in One Place

    Ratchet+Wrench
    https://www.facebook.com/RatchetAndWrench
    https://twitter.com/ratchetnwrench
    https://www.instagram.com/ratchetandwrench/
    https://www.linkedin.com/groups/4447458/profile
    • Contact Us
    • Advertise
    • Do Not Sell or Share
    • Privacy Policy
    • Terms & Conditions
    © 2023 Endeavor Business Media, LLC. All rights reserved.
    Endeavor Business Media Logo