Hiring a CSR ensures that your auto repair shop is providing an exceptional experience by focusing on relationship-building tasks that are critical for your business's success.
Have you ever tried to wear all the hats in your auto repair shop? You probably know the scenario. It's a busy day in the shop and your time is stretched thin so you treat one customer because because you have one or two problem cars lined up and the phone starts ringing. Afterward, you fix what needs fixing but you completely forget to follow up with the first customer and you do not have time to mail Thank You cards.
Situations like these call for dedicated customer service reps, or CSRs. Industry leading auto repair shop experts recommend hiring a CSR to ensure that your shop is providing an exceptional experience by focusing on relationship-building tasks that are critical for your shop's success For example, CSRs can:
• Greet walk-in customers and answer phone calls. You know about first impressions, but also know that a dedicated CSR can make customers feel special the second they connect with your shop by providing dedicated attention.
• Take care of all follow up calls and Thank You cards. Let your customers know they're important by having a CSR contact them regularly. Customers will appreciate the extra attention.
• Generate and send out service and appointment reminders. People appreciate news they can use. A dedicated CSR can keep your shop on your customers' minds (in a good way).
• Collect testimonials and run referral programs. Testimonials should be displayed in an obvious location so that first-timers can see honest accounts of your customer service in action. It's amazing how quickly testimonials can convert clients. Again, dedicated CSRs can speak with your customers and find out personally how your shop has solved problems.
CSRs can do all of these things so that you can focus on running your business and making sure other needs have been met. It's impossible to be everything to every customer in your shop, but customers have little sympathy for your busy schedule. They want exceptional service and to feel special. The great thing is, customers are not picky about who provides exceptional service so as long as it happens.
After you've hired dedicated CSRs, be sure they know their first priority: to build relationships. It's a big job. Let your CSRs know how important they are in the entire process. CSRs help turn one-time customers into clients and clients into fans. Finally, be sure to select caring and charismatic characters for this line of work so that when customers think of your shop, they think of great people and good service.