Every customer that enters your auto repair shop has expectations. It’s your job, as the business of choice, to not only meet those expectations, but exceed them whenever possible.
What customers want most out of their auto care experience is transparency, convenience, and exceptional service. While that might sound intuitive, many shops are still missing the mark.
The Customer Disconnect
When asked about bringing their vehicle to the local repair shop, 95% of car owners said the experience should be uncomplicated and transparent–as simple as texting a friend, according to statistics cited on the ACE website. They want the flexibility of online appointment scheduling, clear explanations on what’s being fixed or replaced, regular updates on the status of their vehicle, and a follow-up to ensure they’re satisfied once service has been completed. Doesn’t sound too unreasonable, right?
Unfortunately, only 8% of shops currently fit the bill when it comes to customers’ demands for a modern, digital experience. This disconnect can have serious consequences. Customers left unhappy or frustrated may post negative reviews online, which can damage a shop’s reputation and scare off potential clients. Others that are less than satisfied might feel compelled to take their vehicle to another shop, and bring prospective referrals–co-workers, friends, acquaintances, etc.–along with them. This can be disastrous for businesses where customer loyalty is key.
Bridging the Gap At Your Auto Shop
So, what are the best ways to bridge this gap and provide the experience today’s auto repair customers demand?
Digital Solutions: A good place to start is with digital tools and solutions that can improve your shop’s efficiency and create satisfied customers. Online scheduling that allows clients to book appointments at their convenience simplifies the process and reduces the time your staff spends on the phone, or going back-and-forth through text or email. Providing customers with digital estimates they can review and approve on the spot, along with photos, inspection data, and timely updates on their vehicles, adds an element of transparency…and trust. What’s more, sending automated reminders and notifications helps reduce the risk of customers missing a scheduled service appointment or payment.
Modern Business Standards: Incorporating standards that align with modern business practices reflects positively on both your professionalism and credibility. Upfront pricing helps customers understand exactly what they’re paying for, and why. Also essential: clear communication. Shops should stop at nothing to make sure customers are kept in the loop at all times, and that any questions or concerns they might have are addressed quickly and completely. In general, customers should always feel like their needs and satisfaction are top priorities.
Professional Education & Training: Even the latest tools are only as good as the technicians using them. That’s why providing continued education and training for techs and staff is so important. Employees must be comfortable operating any new equipment or machinery–from car lifts to tire changers to brake lathes–that enters the shop. They also should be kept up to speed on the latest processes and techniques, and that includes effective methods for handling customer requests and questions.
Offering a Better Auto Care Experience
So, why should you go to the effort of integrating these solutions into your business model? First, it's a powerful way to stand out in a competitive marketplace. When your shop can provide a modern experience that’s unique to the area, you’re naturally going to attract, and likely retain, more clients. We all know loyal customers are worth their weight in gold, and offering them service they can’t get anywhere else is one strategy to help fast-track your company’s growth. Plus, promoting a customer-centric approach is just good business, one that’s likely to pay dividends in the long run.
Embracing this movement was a natural for the owners of North Hollywood, CA-based Superior Auto Clinic, who needed a modern system that could accommodate the shop’s expansion from four to seven bays and help it keep pace with larger competitors. The business had established a four-decades-long reputation for unmatched service and care for its clients’ vehicles. So it was critical for owner Paul Kirokian and his sons, Aram and Berj, to hand-pick an auto repair software that reflected Superior’s core value: transparency.
The transition to a modern system was a game changer, helping this family-owned shop elevate its customer service by combining their trademark personal touch with a new automated solution that effectively streamlined communications. Superior could now send digital vehicle inspections, including videos and photos of their work, along with simple descriptions that were easy for customers to understand. This helped break down the barriers of “mechanic speak,” giving customers the best-of-both-worlds experience of still working closely with the family, but with the added clarity and efficiency provided by their new software.
Meeting (or Exceeding) Great Expectations
Creating an exceptional customer experience should no longer be considered optional–it’s now required for any repair shop to succeed in today’s crowded space. There’s every reason to leave old, outdated models in the rearview and embrace the opportunity to deliver service that car owners now expect.
Leveraging digital solutions, adopting modern standards, and staying current on the latest education and training methods will help you build real connections with customers. And that approach gives you a competitive edge to generate increased revenue and drive long-term growth for your business.
So, why wait–take this time to improve your shop's experience by requesting a free demo of Shopmonkey’s comprehensive automotive repair shop software today! It’s designed specifically to help you streamline operations while delivering the modern conveniences customers demand.
