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How to Avoid the Big Mistakes in Customer Operation Management in Repair Shop
Today, I will talk to you about the operation of store customers. The industry has a saying: customers do not operate, everything is equal to zero. However, auto repair shops are inherently weak in terms of customer operations, some are too hard; some are in the wrong direction; some auto repair shop owners simply do not have this string, and then talk about auto repair shops often have customer operations The “illusion”.
First, management software can manage customers
With the advancement of the IT industry and the development of Internet technology, everyone in our auto repair industry has become a “phenomenon”. If you don’t need to manage software, you are embarrassed to operate an auto repair shop.
In particular, in recent years, with the increase in car ownership, the entire automotive service industry is in rapid development, and the automotive aftermarket is even hotter, and everyone has focused on this growing cake.
More and more repairs, maintenance, beauty shops, trying to share some of the profits, then car repair companies need management software has become a topic and thinking, but we have to say that the mistakes and misunderstandings of the auto repair shop:
Error 1: Using means as a purpose
The owners of the auto repair shop think about you seriously. What is the purpose of managing the software? “The purpose is to let customers come again”, in order to manage customers, retaining customers is the key to the survival of the auto repair shop. The businessman always said “the customer is our God”, then how should we keep our God?
If you still use traditional labor to maintain, the workload can be imagined, and the effect will not be very good. Losing a customer means a big loss, and you need to use customer operations and management.
Now that the auto repair shop is already using the management software, just the “bookkeeping” can’t reach the customer’s operation and management, and the customer can’t come back. We mistakenly use the means as the purpose.
Error 2: I think that if there is customer information, I can let the customer come back again.
Remember the benefits of the maintenance management software and your promotion?
Do you still remember the advantages of management software promotion?1. What projects have been made to several customers in the store today, and which customers need to care about returning?
2, there are a few customers for a long time that did not come to the consumer, you need to do a return visit?
3. Does the maintenance workshop require a customer-confirmed maintenance project?
4, which customers need for maintenance due care visit?
5. Which customer membership cards need to be returned when they expire?
6. Which customer appointments are arranged today and need to return to confirm again?
Every owner, the above things are all to be done by people. Do you have such a suitable person? Do you need to invest in costs? Can someone return to visit the customer to accept it? Is the call completion rate at the time of customer return visit high? Can you stick to it for a long time? Is the help for the customer coming back? I have reason to believe that you must do something bad?
Second, technology can attract customers to the shop
Error 1: Repairing a car is just a technology, the more it looks like the auto repair shop is worth
Some auto repair shops are obsessed with delving into repair technology, especially the emergence of trendy technologies. The corresponding materials and special equipment must be obtained for the first time, and they have also paid a lot of effort and cost.
Denied “what car is repaired, what money is earned.” The owner feels that repairing a car is a technology, and the more complicated the problem, the more valuable it becomes.
Although the technology has attracted some customers, most of these customers have troubles to come to the auto repair shop, and this kind of car is very time-consuming to repair, stay at the station, other cars can not complete the repair, the customer sees the station When it is full, leave immediately.
Error 2: Resolutely not doing maintenance business, car wash beauty will not do
The owner believes that car wash and beauty are unskilled and profitable. However, the auto repair industry is fiercely competitive. Thousands of auto repair shops are an oversupply, and many owners are confused and anxious. In this case, many auto repair shop owners are no longer solely doing auto repairs, superimposing new business, such as adding car wash projects to attract customers.
The mode of full-service operation or the way out of the garage. Active transformation, conforms with the trend, after all, maintenance alternative automotive repair cars are the trend, and younger customers find alternative car maintenance car repair consciousness becomes stronger, there is a less and less complex fault.
Error 3: stick repair technology, convinced that technology first
Do not sell, many owners of technology, know less business, sales awareness is relatively weak, and even do not have a service consultant position, that is not necessary.However, many car owners, most of them can not identify the quality of repairing cars, so it is not realistic to expect to attract new customers with technology; while old customers can’t change a few years, or they will be pulled back by 4s shop, or else I went to another store.
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Auto repair shop operating in the process, as long as you are an inattentive customer is lost, you believe, you only get one chance, if you do not perform client operations management, no one can guarantee the customer will come back next time.
Editor’s Note:
Shanghai Balance Automotive Equipment Co., Ltd. founded in 2005. The headquarters is in Shanghai with around 870 employees. There are 4 production bases in Qidong, Guangzhou, and Suzhou. Its profile spans across 99 countries and regions, rapidly gaining a professional reputation in both domestic and overseas markets. Shanghai Balance is dedicated to providing a reliable and cost-effective automobile repair and service solutions to our customers. Never ceasing in our innovative efforts, Shanghai Balance will continue to satisfy customers’ needs and keep our momentum to meet market demands. Get More Info：http://www.uniteautomotive.com
With its well-recognized brand UNITE has been explored in the global tire changer, wheel balancer, auto lift, wheel alignment, and other shop equipment for more than 20 years. -
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