Communication is the key to running a successful Mechanical Workshop!
Here are the 5 Best Ways Mechanical Workshops Can Communicate More Effectively with Customers in 2022.
1. Be Available
To offer the best communication you need to be open and available for customers. If customers have a question, query, or concern, you need to answer it in a timely manner.
Customers usually have a thousand different questions when they attend the workshop, often most of their questions go unanswered which can result in them not retuning again in the future. Try to respond to all customer questions and requests within a business day. Whether it be over the phone, email or any other communication mediums try not to keep customers waiting. The longer you leave a customer waiting, the more likely they will be to go elsewhere.
Related Article: What Customers look for in a Workshop.
2. Be Patient with Customers
The key to having strong customer communication is patience. If a customer has a question, comment, or concern, be patient with them, let them speak their mind and don’t interrupt them.
You need to let customers express all their concerns or ask any questions they may have. Don’t try to rush to a conclusion, listen to their worries or concerns. Once they are finished speaking, offer them your honest and best advice. The benefit of being patient with a customer is it shows that you aren’t trying to pass them off or get them they away quickly.
3. Under promise and overdeliver
A massive mistake that so many businesses make is offering customers the world and failing to deliver. When this happens customers won’t ever return. To deliver the best customer communication it is important that your shop under promises and overdelivers.
The benefit of under promising and over delivering is it will shock customers when you go above and beyond what you have said. If you go far beyond what is expected you will provide a real wow factor, customers won’t think of going elsewhere.
Related Article: How Workshops Can Create the Best Repair Experience.
4. Personalise your communication
Another common mistake made by so many businesses is offering automated, stock standard communication replies. When customers see an automated response, they will think they are not worth your time.
To offer the best communication your Workshop needs to personalise your communications with customers. Make sure you address a customer by their first name, show genuine interest in their vehicle and listen to their concerns. The more you personalise your communication, the better response you will get!
Related Article: Customer Trends Changing the Auto Repair Industry in 2022.
5. Be Empathetic
Attending the Workshop is a stressful experience. Some people may have to attend a Workshop to get their car repaired after a traumatic experience, that’s why it is always important to show empathy with all customers.
When a customer arrives at your Workshop, listen to their experiences and why they may need to get something repaired or serviced and let them know how your Workshop can help. Showing empathy will ease customer anxiety and ultimately go along way in having them return to your Workshop again in the future.
Related Article: How to reduce drivers’ anxiety around visiting the auto repair shop.
Having strong customer communication is the key to operating a successful Auto Repair Workshop. The 5 tips mentioned above are a few great ways your workshop can communicate more effectively with customers.
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About Workshop Mate,
Workshop Mate by Jeal is an Australian, Web-based, Workshop Management Software that simplifies and automates the daily tasks of running a mechanical Workshop. Using innovative technologies, Workshop Mate removes common frustrations experienced at the Workshop – opening your doors for future growth.
Workshop Mate features include Job Management, Stock Management, Quotes, Invoicing, Integrated Accounting, Barcoding, Customer Bookings, Service History, Job Allocation and more – in the one central, easy-to-use application.
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