How Do You Spell Customer Service?

How Do You Spell Customer Service?

by Mary Della Valle

In running a successful import service business today, you need loyal, repeat customers. Just as importantly, you also need reliable, reputable suppliers. Any way you look at it, your parts suppliers play an important role in the day-to-day operation of your shop. So choosing suppliers should be a well-thought-out decision.

In a recent survey of ImportCar readers, we asked the question: “What are the top qualities you look for in a parts supplier?”

While their responses can be grouped into a handful of different categories, the top-scoring attributes included quality, service and availability. It all makes sense.

Using quality parts not only provides a long-lasting, superior job, it also boosts the reputation of the shop, elevates trust, ensures customer safety and eliminates comebacks.

Similarly, respondents indicated that good service from their parts suppliers makes them more productive. Good communication helps with identifying and getting the right parts, promptness saves time and money, and efficiency equals less down time.

The parts availability factor also helps technicians service imports with efficiency. Suppliers that are in close proximity to their customers, and who have the right parts in stock, are more likely to be the technicians’ “first call.”

Quality is the minimum price of admission today for suppliers to the import aftermarket. Just as your customers expect a quality repair from you, you expect none other than quality parts from your suppliers.

Distinguishing factors that provide the most customer service (like loaner cars, extended service hours, a nice waiting room, etc.) help set you apart from your competition.

In the same way, availability, prompt delivery, and knowledgeable, friendly salespeople help determine which suppliers earn your business. Credibility is lost if the wrong part is delivered, the car is improperly serviced or the person on the other end of the phone is not very friendly or helpful.

So, in the end, whether you are the person who throws away the box, or the customer whose vehicle is on the lift, quality is the foundation of the sale. The closing of that sale and the repeat business depends on how you and your suppliers spell customer service.

You May Also Like

Winter ASE Registration Open

Three options offered for testing and recertification.

The winter registration period for the National Institute for Automotive Service Excellence (ASE) for testing and recertification is now open at ASE.com.

Those service professionals registering by the end of the winter testing period on March 31, 2023 will have 90 days to schedule an appointment to take their selected ASE tests. ASE offers three options for taking certification or recertification tests.

Federated 50/50 Challenge Awards Over a Hundred Prizes

Federated conducted the 50/50 Challenge to recognize and thank ASE-certified automotive service professionals.

Mitchell 1, ASE Present 2022 Technician of the Future Award

Nathanial “Nate” Nie of Mission Viejo, California, was named the 2022 Mitchell 1 / National Institute for ASE Technician of the Future.

Schaeffler Group Releases Series of LuK TSBs

In conjunction with its REPXPERT service brand, Schaeffler provides technical tips and service information for LuK products.

GB Remanufacturing Releases 2022 Year in Review

The GB Reman 2022 Year in Review is available for download.

Other Posts

Inspection Intervals

If you fail to inspect an item on the schedule, you could miss out on maintenance opportunities.

Survey Shows Greater Trust in Service Professionals

More than 70% reported increased levels of trust in repair shops and/or service technicians.

SMP Closes the Year with 214 New Part Numbers

SMP says it is committed to providing replacement parts for hybrids and EVs through its Standard and Four Seasons brands.

NRS Brakes Adds 18 New Part Numbers for Multiple Models

According to NRS, these additions cover around 11.7 million vehicles.