A Lesson from the Jeans Store
A disappointing experience of mine at a clothing store reminded me of the importance of an educated and informed staff.
How Would You Like Your Eggs?
Just like a server at a cafe asks, “How would you like me to prepare your eggs?” insurers often place repairers in the position of asking their customers, “How would you like your vehicle repaired?”
What are Collision Repairers’ Obligations to Insurers?
Many collision repairers often believe they must comply with insurers’ demands, but when asked why they believe this, few of them can give good answers.
Good Communication Helps Ensure Happy Customers
Having a good customer communication plan helps ensure customers and insurers have an equal understanding of the repair process, what will and won’t be covered and the outcome for their vehicle.
Are You Educating Your Customers on ADAS?
If I owned a collision repair facility and spent all that money on equipment and training, I would go out of my way to tell consumers why my shop was the best choice in the area to restore their vehicles’ safety systems to proper working order.
Auto Body Shop Owner Writes Book on Customer Service
After many years in the collision industry, Zach Dillard used his experience to write a book that any business can use to create happy customers and employees.
Answering the Phone: Don’t Give Your Customers the Runaround
Do you give your front-office staff all the information they need so they don’t have to put a customer on hold or transfer them to someone else?
Who is the Real “Customer” in the Auto Body Shop?
Who is the customer? Is it the vehicle owner or insurer? The answer is not as simple as you think.
Traits of a Process Orientated Body Shop
Repairing vehicles right the first time, on time, with exceptional customers service is easier said than done. ABRA Auto Body Repair Experts of America have built a reputation for being a processes-orientated group of collision repair facilities. Although these traits may seem obvious, they are often overlooked at the average body shop. Eliminate the Time-Wasting
Customers: Empathy and Support Go a Long Way
Unexpected events happen every day, so be sure to give your customers patience, attention and support.
YOU CALL AND THEY ANSWER
In 2020, customer service efforts have shifted drastically in response to the COVID-19 pandemic. Businesses have been forced to adapt and evolve, leaning on technology and creative new processes to stay up and running. Public health concerns, lockdown restrictions and social distancing mandates have caused us all to rethink our day-to-day operations. With the recent
VIDEO: Making Customers Comfortable, Presented by Honda
How to make customers feel more comfortable in your shop after they’ve damaged their second most valuable possession.
