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.