subject: Auto Repair Marketing Most Overlooked Tip-ask Your Customers For Feedback [print this page] Auto repair marketing is all about getting your customer attention in a positive way and reminding them of what you do. A great way to do this is to ask your customers for feedback on a regular basis. It is a simple, easy non-salesy way to do some effective auto repair marketing. Here are some tips on how you do it.
The best way to continually improve your auto repair marketing and management is to send out customer feedback forms every 6-12 months. For the most useful feedback simply ask these questions:
- How can we improve our service to you?
- What else can we do to help make getting your car repaired easier/more enjoyable?
- What do you like the best about our shop?
- What do you like the least?
The answers will help you focus your auto repair marketing and management on areas of interest to your customers and give you valuable feedback on what you should be doing to improve your business. Remember, customer perception is a reality. You may think you are doing a great job of auto repair marketing or shop operations. However, if your customers do not agree, you will have to change or you will lose them.
Here are some more interesting information on auto repair marketing and customer service feedback:
The average business never hears from 96% of its unhappy customers. The customers simply never come back. Truly an auto repair marketing disaster.
The average customer who has had a problem tells 9 or 10 people about it. One in five unhappy customers will tell 20 people. What I call your word of mouth auto repair marketing.
Statistics show that for every customer who complains about a problem, there are 26 other customers with the same problem. And of the customers who verbalize a complaint, over 75% will keep doing business with you if you solve it for them. This percentage goes up to an amazing 95% if you solve the problem quickly! Solving customer problems after the repair is a huge part of your auto repair marketing. If you miss this step you will lose customers at an amazing rate.
The customers who had a problem that you solved quickly will also become advocates for your business. They will immediately tell an average of 5 people about you. Again, word of mouth auto repair marketing at its best. A word of mouth referral is 10 times more effective and powerful than any advertisement you could do.
So all you need to do is put together this simple auto repair marketing questionnaire and get it in the mail.
One last tip if you really want to turbo-charge this auto repair marketing strategy; enclose a voucher for a free oil change when they return the completed survey. You will increase the response by 1000 percent.
