Presenting a repair estimate to a customer can be a difficult process.
It’s usually a nerve-wracking experience for customers because they’re expecting a big bill.
To help you improve your customer service, here are seven important tips on how to present a car repair estimate to a customer.
1. Don’t Hide Behind The Counter
When presenting a car repair estimate to a customer, it’s best to take a step away from the counter and talk with the person face to face.
This helps to ease the tension in the customer, who may be expecting a costly bill. As you speak with the customer, do so in a straightforward way. Think of them as a good friend or family member.
By doing this, you’ll help the customer to appreciate the work that you’re about to perform on their vehicle.
2. Show Them The Problem
Whenever possible, take the customer out to their vehicle and show them what’s wrong. Show them the broken part and explain to them how it must be repaired.
This is a very important step. It shows that you’re willing to go the extra mile. Many times, customers do not understand what is wrong with their vehicle. By showing them the problem, it helps to alleviate stress the customer maybe feeling about the repair.
When talking with the customer, be sure to explain the importance of the repair.
3. Explain How You Calculated The Estimate
You’ll want to explain to the customer how you calculated the estimate. Be sure to explain the cost for the part as well as the labor.
This will help the customer to understand how you came up with the estimate. This will also help to solve any issues ahead of time about billing.
Be sure to explain that you tried to give the customer the best value. A lot of times, customers think that they’re getting ripped off by mechanics, so it’s important to assure them that the pricing is fair.
4. Give Them A Chance To Ask Questions
If it’s an expensive repair job, the customer is sure to have questions. After you give the estimate, give the customer a chance to ask any questions.
There’s nothing worse than ignoring or not answering a customer’s question. Most of the time, the questions will involve:
- Pricing of parts
- Pricing of labor
- Necessity of the repair
- Cause of problem
It’s your job to answer these questions to the best of your ability and to give the customer some piece of mind.
5. Don’t Force The Repair On Them
Customers hate being told what to do. It’s never a good idea to tell them that they have to do something.
Instead tell them how it’s important to get this repair soon for safety purposes and the good of the vehicle.
If the repair is a common occurrence for that make or model, be sure to tell them. This often helps customers realize that the repair is not a big deal.
6. Never Assume A Customer’s Financial Situation
When talking about the estimate to the customer, you never want to ask questions such as: Can you afford this?
This is in poor taste and it will likely offend the customer. Never make an assumption on someone’s financial situation because of appearance or the type of vehicle that they drive.
It’s better to stay silent and let the customer digest the estimate. They will let you know if the price is too steep.
7. Share And Get Contact Information If They Turn Down The Estimate
A lot of repair shops lose business because they fail to get contact information after a customer turns down an estimate.
Just because a customer turns down a repair estimate does not mean that they won’t be interested down the road. This is especially true for minor repairs.
If a customer decides against the repair, be sure to give them your contact information. Also be sure to get their contact information. After a week or so, give the customer a friendly call to see if they are still considering the repair.
Following these seven tips will help you learn how to properly present an estimate to your customers.
The most important thing is to treat customers fairly. No one wants to feel like they’re getting ripped off.
It’s your job to give the customer some piece of mind that the repair is necessary and important.