When it comes to managing customer relations, every business and industry has its own set of ‘do’s’ and ‘don’ts’ to connect with their clients.
Bodyshop’s and Collision Repair businesses are no different in this aspect of business and ensuring your customers interact with your shop as smoothly and successfully as possible is the best way to ensure when their next accident happens, your team is the first thing on their mind. This is a challenging thing to achieve as repairing each customer’s vehicle is different and a very stressful experience for the client.
The key to ensuring the most positive experience for any customer during a stressful experience like vehicle repair is clear and constant communication.
While other industries work hard to provide only the most positive or professional outreach to their customers, bodyshops and collision repair shops can benefit greatly from the exact opposite. This means that providing somewhat bad news early, such as challenges getting a needed part from a supplier, is actually a far better way to approach customer communication as honesty and explanation is far more valuable to a client in a nervous situation. Giving this honest if occasionally bad news early can provide the customer with a greater sense of confidence in what your shop is doing, and feel far more genuine than empty passive automated updates on their vehicles situation.
These facts mean that ensuring constant, personalized, and genuine communication is essential to providing the best possible experience for customers.
This can be an exceptional challenge for bodyshops as balancing not just multiple ongoing repairs, but updating the vehicles owners accurately is a very time demanding task. Therefore, ensuring your CRM and shop task management tools are specialized for body and collision repair shops can give leadership the information and support they need to get accurate, honest updates about a jobs progress to the customer, leading to happier clients and a high trust shop.
