exceeding customer expectations

Date/Time Milestones and Automotive Repair Scheduling

Milestones or the planned dates/times that specific activities in the automotive repair process are to be completed are a critical part of planning and scheduling. Ultimately the most important date/time is the promised delivery of the vehicle to the customer. And this date is contingent upon the timely completion of all milestones leading up to […]

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6 Ways to Identify Customer Value Expectations in Auto Repair

Defining a target market is essential to any business. This doesn’t mean that a company can only service one market. This is virtually impossible in the automotive repair business. Even shops that specialize in a specific make of vehicle will find that there are many different types of customers within that market. The important thing is

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6 Tips on Turning New Customers into Repeat Customers

The perspective of the customer is at the heart of earning repeat business. Expectations are formed by the customer based on experiences in the relationship leading up to the purchase decision. Content sharing, interaction through social media and other inbound marketing efforts attract customers through relationship building. When the decision to purchase is made the

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Knowing the Competition and Developing a Winning Strategy

Every business has competitors. If there is a business niche that’s worth pursuing more than one company will focus on that market. To be successful it is essential that competitors are known. To be competitive it’s necessary to identify the offerings and strategies of the competition. Evaluating these attributes will allow development of competitive strategies.

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Excellence in Customer Service for Auto Repair Businesses

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 customer who won’t return. And in today’s fast paced world, the timeliness of service delivery

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Evaluating the Effectiveness of Repair Order Processing

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 while a complex order can take many steps. Continuous evaluation of each step in the

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