ESSENTIALS TO OUTSTANDING CUSTOMER SERVICE
Auto body shops maybe good at auto body repair work, as they know their trade, but may fall short with customer interactions. Good customer interaction is essential in delivering good customer service, and maintaining customer loyalty. Although there are procedures to follow to ensure clients get paperwork and repair work done properly, it is pertinent to also make customers feel at home and as comfortable as possible. At times the front desk team may be too involved with the process of checking people in, especially when it is busy, that they forget to be personable with clients.
The team at Mission Viejo Auto Collision (MVAC) is very mindful of good customer service. They recognize reasons which bring clients into any auto body repair center are usually car accidents or car damages, all of which are stressful, injurious or fatal to clients and / or their love ones. So the MVAC team strives to put clients at ease, help process their car body repair as quickly as possible while maintaining good customer service, and get them safely on their way to continue their day. Below are 7 ways that MVAC employs to achieve consistent customer satisfaction, gain loyal customers or referrals, and increase business.
7 WAYS TO OFFER EXCELLENT CUSTOMER SERVICE
- Make clients feel at home: Welcome the client as they walk in the door like they do at Japanese restaurants when you enter. You may not understand what they are saying at the restaurant, but you hear and feel the enthusiastic welcome, and want to sit down to enjoy your meal. MVAC customer service representatives (CSRs) present the same enthusiasm and gratitude for guests that enter their auto body shop.
- Offer refreshments: Offer clients refreshments and snacks to make them feel comfortable and relaxed. When at ease, it is easier for people to explain the incident which brought them to the shop. They also appreciate the gesture.
- Peel the onion layers: As many sales training often teach us, peel the onion layers away to uncover issues which brought these clients into the shop. Find out if they had an appointment, who with, or who referred them. It is always good to know who your referral sources are so you can properly thank them for the business received. Ask for the name of their insurance company and whether or not these customers have contacted them.
- Be sympathetic: Regardless of what happened to bring the client into the car body shop, it could not have been a pleasant experience for them to require auto body repair. So listen, sympathize and understand their situation. Find out what happened and take notes to show that there is genuine concern for their wellbeing. Fill out necessary paperwork to process the repair, and double check to make sure you have correct contact information.
- Conduct an inspection: Do a walk around the car with the client to inspect the extent of the damage. See if they would like to fix anything else that is scratched, dented, or broken besides the original damage that brought them to the shop.
- Bond on a friendship level: As most of us do business with people we like and trust, the MVAC team bond with their clients on a friendship level. They inquire about their children, their family, and get to know them better. It is amazing the commonalities you find with people once you start chatting with them to strengthen the bond.
- Arrange for a car rental: While making sure all documents are filled correctly and appropriate signatures have been collected to process the paperwork, make arrangements for a local car rental company to pick the customer up from the shop. It is a stressful, scary time after a car accident, so clients are not thinking about car rentals. They are either stressed out or busy, so it is best to get them in and out of the shop as quickly as possible to return to their day.
At Mission Viejo Auto Collision, the staff starting from the front office to the team in the shop, all conduct themselves with professionalism and genuine concern for their clients’ safety, well-being, and satisfaction with the workmanship and customer service provided. Guaranteed customer service satisfaction is a mission which they abide by with clients. So should you unfortunately need auto body repair in Lake Forest, Laguna Woods, Laguna Hills, Irvine, Mission Viejo and throughout Orange County, California, trust your car to the skillful hands and excellent customer service of the team at Mission Viejo Auto Collision. Call (949) 951-7503 for an appointment.
