Save Money While Generating Happier Customers

Save Money While Generating Happier Customers

A customer returns to your shop, and is not happy. They tell you that you had replaced their alternator in the past, and it recently failed while they were out of town. Most shop owners and service advisors will then ask the customer why they were not contacted before the customer authorized the repair. Asking that question first is a mistake because it will immediately put the customer on the defense and escalate their anger.

A customer returns to your shop and is not happy. They tell you that you had replaced their alternator in the past, and it recently failed while they were out of town.

Most shop owners and service advisors will then ask the customer why they were not contacted before the customer authorized the repair. Asking that question first is a mistake because it will immediately put the customer on the defense and escalate their anger.

On the other hand, what some owners and service advisors will do, especially if the repair is still under warranty, is quickly offer the customer some form of refund. Unfortunately, that’s a mistake as well.

If you want to reduce the expenses that you’re going to incur in these situations, and save the customer too, use this technique that I used for decades: Always let the customer finish what they have to say, then ask them what they would like to see happen. You’ll be amazed at how often you discover what they’re looking for is far less than what you would have offered. In many cases all they’ll be looking for is reimbursement for a towing charge, a refund that is a percentage of the original repair, or nothing more than an apology.

In all cases, the first place to start is in learning what their expectations are. You then know what you need to do to meet or exceed their expectations, save money, and turn them into raving fans at the same time.

For additional help running a more profitable, successful auto repair business, learn more about Elite’s auto shop management solutions.

You May Also Like

FCS Introduces 42 New Numbers in May

Complete strut assemblies, shock absorbers, shock absorber assembly kits and suspension struts for popular VIO applications are included.

FCS Automotive announced the release of 42 new numbers in May, including:

8 Complete Strut Assemblies (936,389 vehicles in operation)

6 Shock Absorber Assembly Kits (2,696,801vehicles in operation)

16 Shock Absorbers (6,245,071 vehicles in operation)

12 Suspension Struts (2,135,974 vehicles in operation)

Philips Ultinon Drive 5000 LED Lightbar Line Expands

Lumileds has expanded the Philips Ultinon Drive 5000 series to include eight models.

DMA Adds New BrakeMaster Coverage

New coverage for Ford and Chevy includes popular pickup trucks and SUVs.

Akebono Expands Severe Duty Disc Brake Pad Kits

Akebono said it expanded its severe-duty ultra-premium disc brake pad line by 14 new part numbers.

GSP Releases New CV Axle Part Numbers

GSP said 14 new CV axle part numbers are in stock and ready to ship.

Other Posts
BCA Bearings Unveils 2024 Endless Summer Promotion

The Endless Summer promotion runs from May 1 through June 30, 2024.

PRT Launches 30 New Complete Strut Assemblies

The new items represent more than 10 million vehicles in new coverage, PRT said.

RNR Tire Express Hosts Mother’s Day Giveaway

The eighth-annual event promises $100,000 in prizes, as well as a brand new 2024 Buick Encore for one select nominee.

Brand Refresh for Tires Plus, Hibdon Tires Plus Begins

Logo updates include a single-color tire mark; a logo palette comprised of Tires Plus yellow, black and red; and refined typefaces.