There are an estimated 13 million auto accidents annually. As a body shop it is clearly in your best interest to have as many of those customers come in to your shop for repairs. But how can you greatly increase your chances? Well, I am going to share my 4 step secret with you.
There are other more traditional methods you are probably doing well to bring in new people (and that is good too). Guess what? Your competition is beginning to do that and more. As a business owner it is a no-brainer. If you can't afford to invest $29 per month to obtain more leads then what are you doing? Our shop could still profit on just one new customer every 5 years at that rate, especially since most of our first-time customers will return again for more work.
#2 - PROVIDE MULTIPLE ESTIMATES
- First estimate would be for a break down of the repairs with all new parts.
- Second estimate would be a brake down with used and/or aftermarket parts.
- Third estimate would be for more repairs and less borderline repairable parts needing to be replaced.
#3 - INFORMATION IS KEY
People need to be contacted at least every two days with their preferred communication mode; phone, text, or email. Even when there is nothing new to report, it is still important reach out to the customer with the status of their repairs.
If a customer only hears from the shop once or twice in a 2-3 week job they most likely will not be satisfied with the repairs (not matter how well the repairs are done). You want to take the time to call and update all your customers and I guarantee your customer satisfaction rate will go up exponentially.
#4 - THE 2-WEEK FOLLOW UP
Reaching out to see how the customer and their car are doing is a great way to create lifelong customers. You may know that you care but your customers might not see that unless you take the time out of your busy day to show them. If your answer is zero followups per day (or you average less than one call each day) then you are like most body shops in that department.
But do you want to be just another shop? If your answer to that question is no, then take just 1 minute and follow up with your customers. In return for your time you will see an increase in returning customers, happy customers and some great feedback to improve your business.