Having an automotive repair business is just the beginning. The real challenge lies in how to maintain a healthy business consistently. In this article, we shall take a closer look at what needs to be done to keep a business afloat and successful.
People nowadays are wary of automotive repair shops because of having heard of too many friends and relatives getting ripped off by similar establishments. They prefer to stick with the one they trust, instead of going to multiple businesses for different problems. As an automotive repair workshop, how do you retain business and customers?
The line “Customer is God” is by no means untrue, but it is fast losing its significance. Nowadays, good employees are hard to find. Employees result in increasing a business’s reliability and consistency. Good employees bring in customers, leading to good business. A high employee turnover rate means that new workers are always pouring in. Training and getting them to fit in the work environment is a task that gets repetitive pretty soon, and is time consuming as well. It is better to retain as much of your staff as you can.
Treat your employees well, give them good benefits, and pay them well. The employee retention pays off in the customer retention rate too. People are more likely to come back to a place if they keep seeing the same staff working over their vehicles whenever they bring the cars over. On the other hand, it is hard to trust a new mechanic with your car when you know the previous one knew your vehicle inside out.
Stand behind your repairs and servicing with confidence, and give the customers a concrete timeline as to how long the repairs should last. The customer will know how much you trust your business when he sees you giving out a guarantee confidently. Quality work always gets noticed, and the customer is likelier to return to your workshop if he sees your guarantee was right on point.
Written words have more power than spoken syllables. Create an ethics statement for your auto repair business. Elaborate on your stand on honest, quality workmanship. State that your business will only perform the required service, repairs, and maintenance, and will not charge customers for extra, unnecessary work. Stress on the reliability of your repairs, and state that you are not going to scam anyone in terms of spares, service, or repairs. Once your ethics statement is ready, display it somewhere prominent in your facility.
It’s goo to feel appreciated once in a while. Bear in mind that while businesses thrive on good ratings received from their customer base, the customer retention can get higher if you reward your regular comers. View the customer-business relationship as a symbiotic one, and you will realise the more regular customers you have, the more your business will make its name through glowing remarks about the wat these people are handled.
Send your loyals discount coupons for service, give them a free oil change from time to time. Sure, this practice will eat into the revenue, but pays off in the long run in the form of an ever-expanding permanent customer base that refuses to switch from your business. These customers are also more likely to refer your workshop to friends and family.