How to create and retain customers is the most important issue in business.

The purpose of the garage is to make a profit, but it is only possible to make a profit if it has a customer. So, as a repair shop, how should we create customers? How can we keep customers?

As the owner of a repair shop,

Do you really know what a car owner needs?

Some people in the industry have summed up the six characteristics of current car owners: middle class, pursuit of quality, efficiency first, like to use the Internet, more attention to details, and the ability to pay for better services.

What they need is: reasonable price, high-quality service, and reliable technology.

Why do car owners choose your store?

Because he trusts your technology, believes that your quotation is reasonable, is satisfied with your service, and thinks that your maintenance process reassures him. Some friends here may say that they are all old customers, they are used to coming to my store, and feel relieved when they come to my store. What about new customers? How do you stay?

Let's share the experience of a repair shop owner in customer service and see what aspects he uses to retain customers.

01

Store environment

It is said that this is a face-seeing world. Do you care about the "face" of the repair shop? When car owners go to the store for the first time, they will definitely choose a store that looks clean, orderly and hygienic. Some bosses feel that the car repair environment can be as clean as possible, as long as the car is repaired well.

But the car owner doesn't think so. He doesn't even have a place to stay in your shop. How can he trust you to fix the car? Also, now is the Internet age, is the WiFi installed in the customer lounge? Please believe that car owners want to have WiFi when they go there. Of course, most auto repair shops have them, after all, you have to use them yourself!

02

  Customer reception

When the car owner arrives at the store, it is very important whether our staff can provide a warm and polite reception to give customers a feeling of being at home.

In terms of etiquette, it is suggested that every repair shop should organize employees to learn, whether it is engaging in technology or reception. If the customer can recognize it immediately after the second visit, it will further shorten the distance with the customer. Last but not least, in addition to the technicians who repair the car, other employees in the store should also have a basic understanding of auto repair, so customers don’t need to ask three questions.

03

Creation of customer profiles

After the customer arrives at the store, it is necessary to establish a customer file in time and manage the customer by classification. Make a record of the maintenance and repair of the customer's car, so as to remind the customer of regular maintenance and repair in the future.

There are many ways for customers to file, there are special electronic systems, or computer excel reports (but please throw away paper notebooks). Leave the customer's contact information as much as possible, such as mobile phone number, QQ, WeChat. The repair shop should also establish its own QQ group and WeChat public account to facilitate interaction with customers.

04

  Keep pace with the times and embrace the Internet

Keeping pace with the times means knowing how to use the Internet. We also mentioned the WeChat public account before, and strengthen the connection with customers through the Internet. You can answer some questions about car use that car owners usually ask in the WeChat public account or QQ group, so that their questions can be answered. The second is to do some small online activities, and current car owners and users still attach great importance to online activities.