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:
