Standing Out from the Very First Interaction

During my visits, many shop owners ask me how other shops take care of their customers and what they do to keep them coming back. My answer is fairly simple: right now, most practices are very similar and often rely on standards that have been around for a long time. A common response is: “The customer will come back because they know us.”

The question should instead be: how do shops stand out from the moment a customer walks in? How do they share information? What tools do they use to communicate more easily with their customers? And most importantly, which shops have adapted and kept up with the times?

Clear Communication from the Start

Among the many examples, here is one approach that stands out.

The service advisor first focuses on listening to the customer’s needs and concerns. The information is then entered on the repair order, either electronically or on paper. When the customer drops off their vehicle, the advisor clearly explains how the day will unfold and the different steps involved.

Using Visuals to Build Trust

The technician then takes charge of the vehicle. When an issue is discovered or an inspection leads to a recommendation, a video can be created. Accompanied by clear and precise comments from the technician or service advisor, it allows the customer to visually understand the extent of repairs, damage, or recommendations.

The estimate can then be sent by email, followed by a phone call to take the time to properly explain the recommended work. This approach helps create a sense of professionalism and trust.

Staying One Step Ahead

I strongly encourage you to put this approach into practice to help your shop stand out. It is a first step toward staying ahead of the competition: concentrate first and foremost on service quality. “Focus on quality rather than quantity.”

Today’s and tomorrow’s consumers will become increasingly demanding. We must commit to exceeding their expectations, particularly by making effective use of digital tools.

We live in a visual world. Let’s use images to communicate more effectively, strengthen trust, and demonstrate our professionalism.

Picture credit : AI Generated