Utilizing Technology In the Service Garage

Utilizing Technology In the Service Garage

Shops that use technology effectively will increase customer service and improve internal processes to boost satisfaction.

Courtesy of ShopOwner, by Luke Poulton

At the heart of any organization, regardless of the industry or even your geographic location, is the value of providing remarkable customer experiences – today, the value of meeting rising customer expectations has never been so significant. With studies finding that 80% of customers are willing to swap brands after three or fewer encounters, the pressure is on, particularly in auto repairs and service, an industry widely associated with poor customer experience and one that doesn’t fit into the mold of a one-size-fits-all solution.

Repair shops can utilize technology at key touchpoints to increase customer service and improve internal processes while ensuring an outstanding experience throughout the customer’s repair shop journey.

According to international business consultants McKinsey and Co., the largely familiar common pain points in the auto repair and service industry include the booking process (which is notorious for requiring many phone calls back and forth, arranging the dropping off and picking up of cars), wait times that are rarely definite, failure to consistently promote mobility offers, and a lack of clarity regarding service completion status, pick up availability and expected price of the service.

The McKinsey report focuses on five key areas repair shops can achieve immediate improvements:

You May Also Like

Antimicrobial Product Arsenal for Your Shop

Germs can be found all over a car. Customers want to know their vehicle is safe to drive off and fill with their families.

Antimicrobial product arsenal

By Michael LaMotta, Contributing Writer

We have all been increasing the frequency at which we sterilize high contact areas in our homes. What about our vehicles? What about the vehicles your shop works on?

Even before the coronavirus pandemic heightened our collective consciousness of germs, there was some disturbing data disclosed by CarRentals.com comparing the colony-forming units (CFUs) on parts of a vehicle’s interior to other common “high touch” areas. Leading the list of gag-inducing statistics: your steering wheel is up to four times dirtier than a public toilet seat! You remember that thing you used to wrap your bare hands around multiple times a day, often while carrying your morning coffee up to your mouth?

Choosing Tire & Wheel Service Equipment to Enhance Profitability

Tire and wheel service covers a range of items that provide opportunities for shops to enhance their profitability. Choosing which services a shop wants to provide will determine where the shop owner should make his or her capital investments.

Editor’s Notes: Google Reviews & SEO

When optimizing your shop’s site on potential customers’ search results, Google sets the rules. Did you know that even the reviews your shop receives from customers factor into your SEO?

Google and SEO
Lift Your Shop’s Profit Potential; Align It with Your Goals

When investing in major equipment, such as a lift or alignment machine, quality and efficient service are essential features. This article highlights some of the attributes to keep in mind before your next purchase.

Editor’s Notes: How Facebook Advertising Can Work for Your Shop

“With a few clicks, you can share a promotion or advertise your shop with a budget and timeframe that you control.”

Other Posts

How To Sell Service, Not Price

How do you explain to customers why your recommendations are not based on being the low-price provider?

Elevating Your Career: Mastering Customer Service Skills

Here are some key customer service skills that can elevate your career in the industry.

Photo of Nadine Battah
Key Programming

Three situations might require key programming capabilities at your shop.

Key Programming has evolved over the years.
PLZ Aeroscience Acquires Champion Brands to Expand Full-Service Automotive Capabilities

With this acquisition, PLZ expands its full-service automotive and industrial offerings, positioning the company to better serve its customers with a comprehensive suite of aerosol and non-aerosol products.