Below is a list of how some of your repair shop customers act. All of the following actions make it harder to provide excellent service.
- Not Telling You Everything – your customers might withhold some information about their vehicle to keep it from costing them too much. But this makes solving the problem more difficult and could be more costly in the end.
- Blaming You For Their Mistakes – when a vehicle is repaired your customer will most likely notice another problem with their vehicle. They might blame this problem on you because you just touched their car.
- Not Letting You Breathe – some customers hover over you while you are working on their vehicle. They walk into the bay, ask questions and constantly watch while their vehicle as is being repaired.
- Selfish – your customers want to know everything about everything. They want to ask you lots of questions but there might be a huge line of people behind them. They may be acting selfish by hogging your valuable time.
- Assuming you’re not trustworthy – because it is the first time you are working on their vehicle, they might not trust you yet. Make sure you have customer reviews to show your credentials.
- Yelling – when something goes wrong your customer will get angry and might start yelling.
- Shopping for a quote – you get phone calls all the time asking for a quote on the repair. They also might not tell you that they are shopping around and this can be frustrating if you spent a while on the phone with them.
- Taking their car somewhere else after diagnosis – a person might bring their vehicle in to be inspected to see what’s wrong. After giving them a free diagnosis and hoping to earn their business they bring it elsewhere.
- Smelly Vehicles – some people have distinct smells and don’t clean their car. While working on a vehicle it might be difficult not to plug your nose.
- Expecting way too much – these days everyone is demanding and wants what they want as soon as possible. If you promise them a certain time, they expect the job to be done sooner.
Everyone is different but they are your customers and still need to be treated right. Always do your best to provide excellent customer service so they keep coming back!