Survey Says [RR 753]
Did you know a simple survey gathers valuable input from your customers about your business? It’s time to tap into the customer’s viewpoint by listening to what they want. Your customer’s input is a great source for your marketing plan. Find out how many survey responses give you a good sampling. Get info on conducting your own survey with links on the show notes page.
Rachel Spencer, Spencer’s Auto Repair, Krum, Texas. Rachel’s Previous Episodes HERE
Jimmy Alauria, 3A Automotive and Diesel Repair, Phoenix, AZ
Key Talking Points
- What do your customers value the most? What do they want from you?
- Your customers are your best source for marketing
- 62% of Rachels customers asked someone who they should go to. Implemented referral cards for customers. Those customers still checked Google for the number of reviews and what was said.
- 37% thought google reviews were important.
- Top 3 benefits to customers in Rachel’s shop- warranty, loaner cars, speed of service
- Google Form and QR codes
- Bad Google reviews- people make mistakes, it’s up to you to make it right and validate the other 5 star reviews.
- Alleviating customer stress by communicating clear expectations and following through- loaner car availability, financing,
- Surveying both emotions and thoughts- what were you feeling? What was your first thought?
- To get a good sample you need at least 50 responses
- New customers- why did they choose you?
- Frequency of surveys- every few years unless there is a change in the environment (inflation, interest rates, fear of unknown)
- Number of questions- 10-12 questions
- Headline for the survey- “your opinion matters”
- Get survey ideas at Jimmy Alauria site: www.winningautoshops.com
- Google Reviews Episode with Jimmy Lea [RR 747]
Connect with the Podcast:
Check out today’s partner:
Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
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!