Archive for the ‘Customer Service’ Category

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Solution Based Customer Engagement Strategies for the Auto Repair Industry

Thursday, August 1, 2013 0:59

Solution selling is a methodology that was developed in the business to business environment primarily focused on technology sales. The sales process involves engaging the customer, identifying one or more problems (often referred as points of pain), then designing and … Continue reading

 
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7 Keys to Successful Relationship Building in the Auto Repair Business

Friday, September 28, 2012 20:21

The most successful people are those who invest wisely. Success can be measured in a number of ways but those who achieve the greatest success are prudent and careful when making investments. Whether instinctively or otherwise those who are most … Continue reading

 
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The Customer Experience

Saturday, July 7, 2012 18:00

In the auto service industry repeat business is paramount to success. The higher the customer retention rate the greater long term success will be. Therefore ongoing relationship management is critical. To assume everything is OK because there are no apparent … Continue reading

 
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Excellence in Customer Service for Auto Repair Businesses

Monday, April 23, 2012 17:00

Excellent customer service is founded in reliability, timeliness and personal attention. Reliability is of the utmost importance as people do not want problems to recur after they’ve been corrected. A lack of reliability will most likely result in a dissatisfied … Continue reading

 
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Presenting an Auto Repair or Tire Estimate

Tuesday, February 21, 2012 1:24

Positive attitudes produce positive results, clear communication results in understanding and honesty builds trust. Nowhere are these facts more evident than when communicating an estimate to a customer. A very large part of why customers engage a company or individual … Continue reading

 
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Employee Empowerment … the Anti-Micro-Manager

Tuesday, November 22, 2011 1:14

The philosophy of Employee Empowerment is based on allowing employees to have input and control over the way their work is performed. There is undoubtedly a direct correlation between employee growth and business growth. As employee knowledge and abilities expand business success will do the same. Continue reading

 
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Evaluating the Effectiveness of Repair Order Processing

Monday, October 10, 2011 22:21

The cost of processing a repair order can vary considerably depending on the complexity of the work to be performed as well as a number of other factors. A very simple repair order can take very few relatively small steps … Continue reading

 
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Know Your Customer

Wednesday, September 7, 2011 19:17

  ‘I don’t know the secret to success but a sure path to failure is to try to please everyone … Bill Cosby’ Knowing your customer is the key to providing optimum service. Understanding what the customer considers most important … Continue reading

 
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How To Handle Customer Complaints At Your Auto Repair Shop Or Tire Store

Friday, July 29, 2011 0:00

It doesn’t matter if you own an auto repair shop or a tire store, you’re bound to have an angry customer from time to time. The important thing is to properly handle the situation to protect the reputation of your … Continue reading

 
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7 Auto Repair Shop Customer Service Mistakes That You’ll Want To Avoid

Wednesday, July 13, 2011 16:37

If you want to have lots of customers raving about your auto repair shop, you need to have great customer service. Here are seven of the biggest customer service mistakes that many auto repair shops make.  You’ll want to avoid … Continue reading

 
 
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