Car care business owners, operators and employees all have an obligation to offer excellent customer service to maintain a competitive edge. Since changing times in the marketplace often define how businesses evolve, some business owners are adopting new strategies — such as launching new products or services, implementing extra staff training to ensure client satisfaction and/or restructuring some processes altogether. If customers make or break success in this business, what tips can help maximize their experience to lead to increased profits in 2017?
To remain relevant, consider ways to identify, refine and execute necessary business changes. Here I’ll suggest some simple ways to boost desired business results through excellent customer care. To elevate sales, earn repeat customers and carve out a bigger niche for your brand, consider how you can implement these three service-oriented tips.
Has your car care business strategy become static? If so, consider adopting a “spirit of curiosity” towards change — a strategy that can lead you to exciting new breakthroughs and opportunities to enjoyably evolve when needed. Approach change with an open attitude, and model your enthusiasm for ongoing transformation at every level within your company.
As you consider new programs or roll out different customer options, look for ways to deliver heroic service. Make your customer a top priority by first understanding what they enjoy/dislike most. Feedback can help you keep a finger on the pulse of your business. Consider implementing a customer survey (perhaps a discount for services in exchange for the information) to gather crucial data to help you continue to provide optimal service for your customers.
Foster an ownership mindset at your facility by engaging employees to learn as much as they can about the purpose of your business. Encourage teams to take responsibility for prioritizing the customer experience and explain how their efforts to go the extra mile equates to business success. When your business is successful, employees also benefit.
First impressions are important; provide training to help employees understand how to communicate with clients in upbeat and energetic ways. Customers who feel appreciated by your staff shift from one-time clients to repeat supporters of your business.
Kari Mirabal, The Connection Coach, will be one of the featured speakers at The Car Wash Show 2017. Be sure to check out her session plus stop by to hear more tips during her 20 minute “Quick-Hit” session on the main floor of this year’s conference to learn more about keeping customers happy, engaged and excited to do business with you and your service oriented team! Curious to learn more? Visit www.karimirabal.com.
Empathetic business professionals care about their customers and are eager to learn more about who these patrons are and what makes them most happy. When you embrace empathy, you are more open to view the problem from your customer’s eye — a vital ingredient for businesses success. The utilization of empathy — caring about your customers — can also help energize employees. It makes them feel part of something larger than themselves. There is incredible value in an empathetic work force.
Empathy can be a pathway to professional purpose, so help employees understand how their contributions can make a big impact in the success of the entire company. Consider creative ways to reward employees for a job well done with increased responsibilities, promotion opportunities and career development. Empathy has the power to transform occupations into careers, and employees who see a long-term career with your establishment often evolve into long-term loyal employees.