Reaching the pinnacle in customer relationships is when they drop their keys and say I’ll be back at the end of the day; do what it needs.
As we’ve spoken on the shows before that trust can never be broken. That doesn’t mean you do not communicate with the customer. It means if you want to maintain that trust you need to send over the results of the DVI and get approval for the work. Dropping the keys is a sign of the trust you’ve built and never take advantage of.
One way to build that trust is to be sure every customer knows that it is OK to call you for anything. They may hear a noise or feel their vehicle is not running as it should. You must communicate ‘easy access’ to your people and business every time you see or talk with your customer. Let them know it is OK to call you for anything.
What about customers who do business in a touchless mode. You never see your customer from drop-off to pick up. They need to know that you are there for them. You may need to text or email that reminder: ‘Call us for anything’. Put that request to call you on any direct mail or newsletters. Be sure it is prominent on your website.
Your customer is constantly being bombarded by ads from every source. They should not be lured by any ‘sweet’ offer. They should feel secure in their relationship with you and their access to you is solid. Why try out a new place for repair when they trust that you will always do the right thing.
This tactic is so easy to implement. Start today.
About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!
