Top 3 Ways To Improve Customer Service At Your Auto Repair Shop

As you already know, running an auto repair shop is a competitive business.

In order to stay ahead of the competition, you need to keep your customers happy. To do this, you need to ensure your customer service is top notch at your auto repair shop.

Communication is at the heart of good customer service. You want to train your mechanics and staff to treat customers as if they would treat family members.

If you're looking for ways to improve your customer service at your auto repair shop, we've come up with three important tips that you'll want to follow. Here are three ways to improve customer service at your auto repair shop.

1. Listen To Your Customers

Listening to your customers is one of the most important things that you can do to improve customer service.

When a customer comes into your shop with a car problem, take the time to listen to them. Customers do not like it when you just ask for the keys. Hear them out, just like you would listen to a family member that came to you with a problem.

Listen to their problem and then follow up with questions to help identify the problem. This is all part of the listening process.

2. Tell Them About The Wait Time

Customers hate it when they don't know how long it's going to take for car repair service. With every customer, be sure to tell them the estimated wait time. This means:

• Telling them how long it will take until you can get the car into the service bay


• Telling them how long it will take to get parts


• Telling them how long it will take to repair the problem

We know these aren't meant to be exact times, but it helps to improve the customers experience at your shop. For a lot of people, going to the mechanic is a lot like going to the dentist. They don't want to be there and they're a little unhappy about spending money.

It's your job to keep them happy so they will return for more repairs.

3. Show Them The Problem

Once you have identified the problem, take the customer out to the vehicle to show them what is wrong. They will appreciate this.

For instance, if the car has brake trouble, take the customer out to the car and show them the brake pads. Show them how the pads are worn and need to be replaced. Tell them how long brake pads typically last.

This helps to show them that you're a car care expert. It also shows them they're not wasting their money on needless repairs. They'll appreciate the extra information as well as the service.