All that hard work and the customer doesn’t notice

[Joe Marconi]

Premium Member Content 

This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

[Shopcat]

Joe,

 

All good points. I think perception is reality for the customer. To insure every customer is impressed, I recommend the following:

 

Have a well maintained facility that is clean and looks great. Super clean bathrooms, nice, comfortable showroom. Free WiFi, Large T.V., etc

 

Clean the customers windows on every visit, and vacuum the car out

 

Make sure the outside of the car & under the hood are clean, and grease free.

 

Anything & everything that says professional should be done, because most of the time these are the things your customers pick up on, not necessarily the quality repair.

Treat them like royalty, do it under the estimate, have it done early, fix it right the first time, and put them in control by sharing the information..."you report, they decide"

Make every perception of your shop top notch, and you will accelerate your success!

[FROGFINDER]

Hand wash the car, clean windows inside and out, top off fuel tank., Many people will notice but still some will not.

With all respect many people turn the key/push the start button and operate in the NET/CLOUD. Tonight I watched a lady driving and texting for several miles in the dark before she noticed that her HEADLAMPS WERE NOT TURNED ON!

[alfredauto]

Joe, I learned that when I started selling cars. I would spend hours to fix everything body/mechanics/detailing to make the car as perfect as a 10 year old car can be and people were happy. Then I learned they would buy a good enough car that I didn't have time to fully restore and be just as happy. Most people cant even feel the difference between new struts and totally worn out ones, they just don't pay attention and honestly I think they don't really care. As long as the heat works and it starts they go back to thinking about the news headlines or candy crush or whatever. The car is simply an appliance to some.