Mrs. Johnson has been coming to your shop for 10 years. She dropped off her car for a minor repair and called on Monday, Wednesday, and Friday for an update. You never called back. Next week, she goes to your competitor.
This is not because your work is bad. It is because communication failed.
She called while you were under a car. Voicemail. She called again while you were on the phone with insurance. Voicemail. A note was left. You saw it too late.
You were busy. To the customer, it feels like being ignored.
Customers do not want constant updates. They want to know what is happening, when it will be ready, and if anything changed. When they do not, they leave.
The real cost
You did not just lose one repair. You lost a long-term customer.
Every missed call turns customer retention into Russian roulette. You never know which update request will be the last call before the customer quietly leaves.
At the same time, every “just checking” call interrupts workflow. It pulls the front desk away from customers, distracts techs, and drags owners or managers out of estimates, supplements, and parts problems.
The people who know the answers best are usually the ones fixing the biggest problems. They cannot stop every time the phone rings.
This is the dilemma auto body shops face every day. Answer every call and fall behind on work. Ignore calls to keep production moving and lose customers without warning.
The fix: communicate before they ask
You do not need to answer every call. You need to remove the reason for the call.
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Set expectations at drop-off Ask how often the customer wants updates and how they want them. Then deliver exactly that.
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Send short, proactive updates Simple messages at key moments are enough. Inspection started. Parts delayed. Repair in progress. Ready for pickup.
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Call first when delays happen Customers understand delays. They do not forgive surprises.
Customers do not leave because you are busy. They leave because they feel ignored. Shops that communicate first keep customers longer and phones quieter.
