A successful auto body shop ensures that their customers have a quality experience. The moment customers walk into your shop, you’ll want to make a positive first impression to start building a relationship and hopefully encourage repeat and referral business. To provide excellent customer service you must first understand the customers top concerns when looking for the right auto body shop.
Here are the top three concerns heard from customers regarding their repair:
PAINT
One major concern from customers is the ability to get an exact paint match for the damaged areas of the vehicle. It’s important for a shop to use the latest painting systems and techniques that auto manufacturers use in the original factory paint jobs on their cars.
Repair shops can also find the color code for the original paint by using the car’s identification plate (sometimes called the Service Parts Identification). This, along with the right techniques, can help you achieve a perfect color match.
DRIVABILITY OF THE VEHICLE
Customers have concerns about the drivability of the vehicle after the repairs are completed. Using the most advanced alignment machines will ensure that vehicles with suspension damage are exactly aligned after the repair work is finished.
FRAME DAMAGE
If the customer’s vehicle was towed to the auto body shop in a twisted wreck, they want to know if the shop has the ability to repair frame damage the vehicle may have suffered in a collision. It was almost impossible to repair vehicles with a bent car frame in the past. Today, customers should know that auto body repair shops use the most advanced alignment machines and sophisticated repair equipment to repair damaged car frames so that it exceeds the original specs from the car manufacturer.
There is no question that the auto body industry is changing. The success of your business requires not only the right automotive expertise but also the ability to provide excellent customer service that puts the customer at ease. Every step of the repair process provides an opportunity to build your reputation and encourage repeat and referral business.
Here are some ways that auto body shops can impress customers and boost the image of their shop, the quality of the repair process, and the overall customer experience:
