You've put in the time, money and hard work to literally "set up shop" in the auto repair industry. Now it is time to dive into a deeper understanding of what your customers want and need but are not asking you for. Understanding your customers better, helps improve their experience resulting in a loyal customer base and increased revenue.
Repair Shop Owners
In addition to creating a better customer experience, improving shop culture for your employees has a tremendous benefit for your business and drastically reduces technician turnover. By creating a lucrative career path and compensation plan for your employees along with a good work environment, you will have techs waiting for an opening in your shop. You will enjoy seeing them grow as you give them what they need. Improved morale helps everyone in the building and trickles down into customer experience.
While performing some recent market research with vehicle owners I was surprised by what I learned. So many people had the same complaints about what they are experiencing at shops all across the U.S. This wasn't a specific repair chain or even a regional issue. There were many consistent phrases used that described what was lacking. Some of the issues were things that could be easily avoided or resolved. I now use this information to help shop owners and managers by improving trust for their brand and increasing customer satisfaction.
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