Improve your Customer Experience: Part 3

Abby Wilson / Collision Repair Newsletter /

In Part One of our three part customer experience series, we shared best practices surrounding the first contact shops have with their customers.  In Part Two, we moved on to best practices during the scheduling and work in process stage.  Now, our third and final post will share tips on vehicle pick-up.

We recommend that your shop complete a checklist to review all aspects of quality control before the repair is considered complete. Be sure to include aspects beyond safety and visual, such as comfort and technology.  For example, check that the Bluetooth and cameras are operational. Use this checklist with the goal of avoiding any possibility of the consumer needing to return to your shop for re-work. A return visit impacts your shop’s efficiency, is a negative experience for the consumer, and will poorly impact all CSI aspects not just for your shop, but downstream as well, including the insurer and automaker.

Vehicle pick-up is a time for you to show off your team’s workmanship, value and professionalism.  Spend time at the vehicle with your customer reviewing the repair and showing off your team’s work.

Keep in mind that data indicates that older vehicles, around six years and older, are scored lower by the consumer on “repair quality” at times.  Take the extra time to review the work you have done on older vehicles to ensure satisfaction and avoid any confusion over unfixed areas from preexisting damage, if applicable.  If your shop did something extra on the consumer’s vehicle, now is the time to point out your effort to exceed their expectations.

Review with your customer the communications and messages you have sent them while their vehicle was in for repair to ensure they are aware of your efforts to keep them informed. Finally, ask them if your shop was able to meet or exceed all their expectations.  Listen responsively to their reply.  If an area of improvement is identified, acknowledge it and thank the consumer for the feedback.

If a customer gives a negative response to a survey question, your shop will automatically receive a Hot Sheet.  These represent your best opportunity listen to the voice of your customers and improve your business.  We recommend your team read and acknowledge all Hot Sheets you receive; this is your business’s blind spot. By reviewing them you will identify improvement opportunities for your team and business.

Please review all three articles in our customer experience series. We’re confident if you embrace aspects of these suggestions, you will achieve the desired outcome: best in class CSI.