Lies and Deception: Defending Your Customers
Just because an insurer states something does not mean it’s true.
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?
Diminished Value: The Secret to Glowing Online Reviews
Advising your clients to get diminished value compensation for their vehicles is one of the best ways to get positive online reviews and word-of-mouth business.
Customers: Empathy and Support Go a Long Way
Unexpected events happen every day, so be sure to give your customers patience, attention and support.
Insurers: How Low Will They Go?
If a shop doesn’t bend to an insurer’s mandates, they will often take the position of: if you’re not with us, then you’re against us.
Customer Relations: Is the Customer King in Your Body Shop?
In the day-to-day “busy-ness” of our jobs in the shop, we often forget who our true master is – especially because we serve many.
Customer Service at Your Auto Body Shop: Treat the Person Coming Through the Door Like They Matter
I don’t care how many DRP certificates your shop currently has, if you don’t treat the next person through the door like they matter, they’ll not only assign their repair to some other shop, they’ll tell all their friends and co-workers about the jerks at your shop.
CSI: Playing the Game
CSI scores are not always fair, but utilized correctly, they can be a great force for good. And much of that starts with how it’s framed, explained and executed from the top.
Keep Those Customers Coming Back!
I recently shepherded two far-flung friends through having their vehicles repaired after non-injury collisions, and I’m sad to report that their experiences will not lead them to recommend their body shops to others.
How to Deal with Unreasonable Customers
How do you politely tell the customer to take a hike? Is it even possible to do so?
Interacting With Customers
A in-depth look at interacting with customers and insuring you have a customer-friendly business.
How Long Should I Wait to Call a Customer After Writing an Estimate?
After I write an estimate for a customer, how long should I wait to do a follow-up call?