Most repair shops have their service advisors performing every task that involves the customer. In this model, customer care can suffer dramatically as the advisors are pulled away from the customer to answer the telephone, set appointments, update vehicle status, cashier, follow-up and the list goes on and on.
Progressive shop owners today understand the importance of providing an incredible customer experience. They understand that future sales and customer retention are largely based on the experiences their clients have with the front counter.
This is a tough task when you realize that none of these customers want to be there in the first place. Something on their vehicle is broken or requires maintenance and it is an interruption to whatever they would rather be doing that day. Then when you start adding the irritations, such as not answering the phone, or being put on hold then sent the voicemail, many customers give up and call your competitor.
I'm Jamie - I come to ShopPros from the fast paced world of luxury automobile dealerships where I experienced all areas of the service department.
My favourite part about managing the Retention Centre is that I have the opportunity to help give independent shop owners the time to concentrate on their business, grow, and offer their customers a comfortable and professional experience.