Phoenix Solutions Groups’ tips for a better delivery experience:
1) Prepare: Be ready for the customer. Always quality-check the car to ensure it is clean, ensure staff is available and familiarize yourself with the customer file.
2) Greet and review job: Don’t make customers wait for more than five minutes. The first thing should always be to walk them out to their vehicle and resell the job with enthusiasm while pointing out your craftsmanship!
3) Review paperwork and transact: Go over the warranty coverage and any additional paperwork before collecting the funds; ask if they have questions; thank them for their business and explain how the survey information will help your shop become better.
4) Stay in touch: Rather than relying on online reviews and digital communication, the more personalized the interaction is, the more connected the customers feel.
With 42 percent of customers returning to a shop based on the impact left on them, a better delivery process will not only help a customer remember your shop---it will also help with repeat and referral business. This should always be the focus of any shop because it is incredibly expensive to acquire new customers---five to 12 times more than it does to retain existing customers.
How to enhance your customer service through better employee engagement:
Money is a critical component to employment. Everyone works to get paid, but it’s not what drives great employee engagement. A recent study showed that appreciation for the work people do and good relationships with their colleagues are critical elements to delivering great employee engagement.
What this means is that it comes down to the shops' culture. Culture is a defining factor of great organizations that deliver great customer experiences. According to John Hopkins University in 2015, 95 percent of employees value culture over salary. What’s important to note is there’s not just one thing that creates culture---it’s many things working together. You want to have people working with you who understand the industry, but also have a clear view of how their job affects the business as a whole.