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Repair Shop Advice

3 Ways Auto Parts Stores Can Improve Customer Service and Why It Pays to Do So

March 25, 2020

Have you noticed that there are many companies who love to claim that their customer service is great?  There are probably a good number of auto parts stores that you compete against that do it. One reason is that it’s not easily quantifiable.  Unlike claiming to be the cheapest, fastest or most experienced, it’s hard to point to a competitor’s claim and say ‘that’s a lie’ without making yourself look bad. 

Another reason businesses try so hard to claim great service is that it’s a major decision factor for the best customers.  According to a 2019 study, 57% of people said they’d pay more for great customer service and 73% said they’d be more likely to be a repeat customer.  In addition, most customers said that they would buy more services from employees they find friendlier.

Consulting firm PriceWaterhouseCoopers quantified the financial value of great customer service in a 2018 study.   According to this study, consumers pay 16% more on average for great service.  Sixteen percent sounds like a solid boost. If you consider that it might not cost any additional money to improve your service, it becomes a tremendously valuable sum.  A 16% higher price may even double your profit margins.

Here are three ways you can improve your customer service to capture added revenue.

  • Improve your customer interactions over the phone – Many customers will interact with your store for the first time over the phone, even auto repair shops. Those first few seconds determine how likely they are to choose you over the other auto parts stores in town. Answer the phone warmly and introduce yourself and your business. Be engaged in the conversation and answer any questions the potential customer has. Show appreciation for the call whether they say they are coming in or not.
  • Focus on the customer, not the car – It’s easy to think of the customer’s vehicle as your patient. But if repairs are unexpected, and the customer has very little knowledge about what is needed, you’ve got a big opportunity to make an emotional connection. That emotional connection will be worth much more than just the sale of a few parts.  Figure out what the customer needs most, not the vehicle – and try to find a way to provide it.
  • Educate and empower customers – Going out of your way to help customers understand what’s wrong with their vehicle makes many of them more comfortable with paying what it costs for the parts to repair it. The same is true for helping them understand their options when it comes to the auto parts that you sell and making recommendations for how they should fix the problem.

To learn how Repair Shop Websites can help your auto parts store earn most customers and make those customers more profitable, call us at 855-294-6397 or email us at