Enhanced inspection techniques improve customer satisfaction, shop profits
How would you like to see your customers less often but increase your profits and keep those customers happier than ever? If those three things sound counter-intuitive to the way the auto service repair business works, then it’s time to learn new auto service strategies, according to Kevin McCartney.
McCartney presented “The New 300,000 Mile/500,000 Kilometer Service Strategy” class Sunday morning at Automechanika Chicago. He explained how techs can use enhanced inspection techniques to eliminate unscheduled visits, which also helps restore customer confidence in their cars and their shop. By following enhanced inspection techniques techs will help their customers reduce breakdowns and build long-term confidence and shop profits, he said.
“When customers lose confidence in their cars, they trade them in on cars with warranties and extended service contracts,” McCartney said. “This class shifts the focus from keep them happy with your shop to keep them happy with their car for 300,000 miles/500,000 kms.”
This proactive, long-term customer satisfaction approach has been shown to increase shop profits by $2,000/month or more, he said. For example, when a tech replaces a part on a high-mileage car and tells a customer that is to be expected for a car with such high mileage, techs are eroding customers’ trust in their older vehicles and encouraging them to get a new car with an OEM warranty and three years of free routine maintenance, he said. That’s good for the OEM’s business but not the service repair business.
Through the use of various tools and procedures, including enhanced lab scope inspection techniques and lube oil analysis, techs can stop the cycle of telling customers they can’t predict what might break next on their 200,000-mile vehicle and start preventing breakdowns.
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