The Importance of Fixing It Right the First Time
For a customer, there’s nothing more frustrating than being without a vehicle for an extended period of time and then needing to bring that same vehicle back to the auto shop for the same issue. In the automotive industry, customer service is everything. Learn more about the importance of ensuring customer satisfaction by completing repairs right the first time from the pros at NYADI The College of Automotive and Diesel Technology.
Why the Fixed-Right-the-First-Time Customer Experience Matters
A good customer review can lead to positive name recognition and more work. A bad customer review, however, can result in lost sales and a bad reputation. That’s why it’s important to get the job done right the first time around. Other benefits of a fixed-right-the-first-time mentality include:
- Lower costs due to fewer repeat visits
- Decreased complaints
- Higher levels of satisfaction
- Reduced inconvenience to customers
- Improved brand trust
How to Ensure You Meet and Exceed Customer Expectations
One way to reinforce the done-right-the-first-time mindset is to carefully document the issue. When the customer first comes in, either you or your service writer should fill out a problem analysis worksheet with them. This process helps you keep a record of information that’s pertinent to the issue at hand. It also helps the customer feel empowered, as they can provide any details they feel are relevant to the diagnostic process.
Second, you should always give customers your honest opinion. Repairs can be costly. As a result, customers may try to cut corners, but putting bandages on a much larger problem will only cause more headaches for them down the line. If they bring in their vehicle because of a slow tire leak and you notice that they’re overdue for a new set of wheels, explain to them that they should invest in new tires instead of patching the hole. Doing so will help establish expectations and position you as a trusted advisor. It also helps ensure the customer is happy with the repair job once it’s done.
Finally, make sure you and your shop only receive the best reviews by giving every repair your full attention. And after making the repairs, be sure to perform a comprehensive quality check that makes every effort to ensure the problem won’t happen again in the near future.
Put Your Best Foot Forward
Acquire the knowledge and skills you need to achieve high customer satisfaction ratings at NYADI. To learn more about our program offerings and how to become a certified mechanic, contact an admission advisor today.