How To Earn Repeat Customers
Keeping customers is cheaper than reaching out and getting new ones—that’s a fact. You’ve may already have a connection with your customers, which can help you be successful in selling needed service and repairs, however that initial relationship is not the end all and be all. Customer relationships need to be nurtured like any other. So now's the time to build and grow your customer relationships to ensure you have repeat business year after year. Let's dive into some of the most effective ways you can do this.
The reality is that you need to earn your repeat customers. First and foremost, build trust and do good work. If the customer doesn’t trust you or your work, they will never be comfortable with coming back to your shop. The easiest way to build that trust is to educate your customers on what's happening with their vehicles. If they feel more included, more educated, and more aware, there's a greater chance they'll believe what you're telling them. Seeing is truly believing when it comes to trust building, so give your customers the ability to understand the health of their vehicles better by seeing issues with their own eyes.
Communication is a key component to establishing trust. Keep your customers informed from the beginning when they set their appointment, to when they pick it up. Taking the time to listen and answer all their questions and explaining in terms they understand, all contributes to building and maintaining trust.
Putting in place several methods that make communication easier, such as using text and digital inspections sent to their phone, also helps. Today, many people prefer text over a phone call because of its ease of use. Texts are easier to view and respond to while going about their busy day.
Adding pictures and videos to digital inspections will also help. Digital Vehicle Inspections (DVI) can be as effective in selling repairs and services as taking the customer out to their car and pointing out what it needs. DVIs provide customers with a new form of transparency that has never been established in the industry before.
Schedule Future Appointments
Quite possibly the simplest way of getting your customers to return is by scheduling their future appointment before leaving your shop. Simply ask! All you need to do is set the next appointment, just like a dentist or a hairdresser does before you leave the office or salon. It is that easy!
Oil changes are one of the most consistent services. Lube Sticker Pro automates setting the next oil change appointment for your customers. Just choose the oil type, and the software calculates the customer’s average daily driven miles and sets a new appointment date based on this information. One week before the appointment, Lube Sticker Pro will send a reminder text out to the customer so that they can confirm the appointment.
Loyalty pays time and time again. Not only will you continue to strengthen your relationship with customers each visit, you also give customers more opportunities to rave about your shop. Aside from providing quality automotive service, build trust, communicate effectively, and schedule future appointments. Keep your customers coming back for more!