What Every Customer Needs To Hear
This will not only let yourcustomers know that you were paying attention when they were speaking to you,but will communicate that you truly understand the positions that they arein. Try sayingsomething like, “Jim, I know you mentioned that you’re on a tight budget thismonth, so I took the liberty of exploring some options for you.
How to Obtain Customer Testimonials
Even though we now live in a digital world, customer testimonials still play an important role in the decision process for consumers. In fact, due to the amount of research potential customers conduct online before visiting your automotive shop or store, it could be argued that customer testimonials are more important than ever. A company
With Today’s Customer
Although you’ll find many definitions, I believe we can all agree that in the mind of your customers, value means getting the most bang for their buck. In the auto service business, there are a number of ways we can create value for our customers in both marketing and sales. Here are some recommendations you
Pricing Your Shop’s Services Without Adversely Affecting Customer Relationships
What I decided to do with this article is break the subject of pricing down into three components: Base pricing, price modification andmeasuring results. Base Pricing At Elite, we believe that in all cases, your prices need to be competitive. By “competitive,” I’m not suggesting that you need to charge the same price as
How To Deliver World-Beating Customer Service
Shop owners know that the key to attracting and retaining loyal customers lies in delivering top-notch customer service, but how is that defined in everyday interactions? What does it take to teach and instill a “customer service” attitude throughout your business? In this economy you have to be much more effective to keep customer loyalty
Handling Angry Customers
That’s also when, just like you and I, they’ll begin to feel either stupid or foolish, and their emotions of fear and anger will begin to take over. These emotions, designed to protect us, are so powerful that they have the ability to override our logic as well as our better judgment. Simply put, emotions
Good, Bad or Ugly, Customer Service is Your Key to Success or Failure
Automotive-related issues continue to rank in the top ten ofconsumer complaints received by the Better Business Bureau. Even ifyou don’t deal directly with retail customers, the way you handleANY customer complaints can go a long way in determining your successor failure. Particularly these days, in the economy we are facing, you needevery customer you can
Learn How To Improve Customer Retention, Sales From Amazon.com
noadI even have my own “Recommended Reading Store” powered by Amazon.com. (You can visit it at http://astore.amazon.com/saawll-20). Apparently, I’m not alone in my infatuation with the company. In the recently published 2011 Temkin Experience Ratings, Amazon was ranked No. 1 in customer service out of 143 large companies across 12 industries. According to Temkin, the
Protecting Your Customers’ Info: Understanding The ‘Safeguards Rule’
By now, most shops should have implemented their information security programs and taken steps to ensure compliance with the Safeguards Rule. If you have not, we recommend taking steps to get in compliance immediately. If you have, it’s still important to periodically review and assess your program to ensure you remain in compliance. History President
Do Your Customers Qualify?
If you’ve been following along the past couple years, you know that when I say qualify, I’m referring to the act of “qualifying” your potential customer. First and foremost, can they afford to pay for the work and the parts you will provide. The best test for this is to require a deposit. A down
Date Your Customers To Keep Them Loyal!
Customers want to do more business with friends and people they trust and really know. Customers build trust with their customers by first doing a good job for them, and second by getting to know them in a personal way. Just like dating! Look at your calendar. How much time do you spend dating your
BIG R Show Panel to Explore How Proper Failure Analysis Can Enhance Product Quality and Customer Satisfaction
Everyengine rebuild starts with a problem with the engine’s performance oran obvious component failure. Determining the cause of the problem cango a long way toward building a quality product and solidifying yourrelationship with the customer. APRA’s Heavy Duty Remanufacturing Group has assembled a panel ofexperts that have spent many years analyzing engine problems to discusshow
Where Will Your Next Generation Of Customers Be Coming From?
In the tough economy we are facing today, many of us are concerned with generating sufficient business to keep the doors open, often at the expense of anything else. Are you so busy worrying about today that you’re not thinking about the future? Let me try to give you an idea about having the best
SEMA Show Education Days Designed to Help You Find Customers
According to the Specialty Equipment Market Association (SEMA) customers are out there just waiting for the right time to buy. Make now that time for your business. The Customer Service & Sales Solution seminar track at the upcoming SEMA Show in Las Vegas is specifically designed to help maximize every opportunity — and create some
Customer Engagement Today and Tomorrow
Consumers are spending less and expecting more. In the third quarter of2008, U.S. consumer spending fell by 3.1 percent, the steepest declinesince 1980. Concurrently, customer satisfaction is suffering. For thepast 18 months, the American Customer Satisfaction Index (ACSI) hasalso decreased. The companies that will survive are the ones that engage theircustomers. Recently, PeopleMetrics issued its
Original Engine Management to Fund AIA Import Parts Specialist Tests for Its Customers
OriginalEngine Management (OEM), a supplier of import engine managementcomponents and filters, has announced that it will fund thepurchase of Auto International Association’s (AIA) Import PartsSpecialist tests as a value-added service to its customers. Jeff Olefson, president of OEM, said, “Now, more than ever, it isimportant that our distributors have all of their countermen certifiedas
Customer Service: Good, Bad or Ugly, It
Normally in this space, we talk about high performance and ways you can expand into the performance market in an effort to continue your company’s success. Well, I’m going to change gears just a little bit and talk about customer service. I originally intended to cover another subject, but recent experiences have led to me
10 Ideas To Increase Customer Loyalty
A solid customer base is not something that grows overnight. It takestime to cultivate a database of customers who return for servicetime and time again, and who also recommend your shop to others.Several factors work together to enable you to earn their trust andrespect, which translates into satisfied customers and highly soughtafter repeat business. Things
AAEQ Names New Marketing and Customer Service Manager
AAEQManufacturers and Recyclers has announced the appointment of JasonBishop as the company’s new marketing and customer service manager.Bishop will report to Scott Stolberg, president and CEO. He will haveresponsibility for the company’s marketing and customer serviceactivities for both its AA Midwest and EngineQuest (EQ) divisions, aswell as its Las Vegas scrap metal business. “We are
Customer Incentives Highlight New CV Products Competitive Pricing Structure
Strong customer incentives form the centerpiece of recent pricing changes made by CV Products. Effective January 1, 2009, the new pricing structure will offer the opportunity for customers of the renowned distributor/manufacturer to receive additional discounts as their annual purchase amount increases. The change is designed to reward customers as they purchase items throughout the