How to win over customers and expand your business

The UK accident repair market is a competitive industry and in order for your bodyshop to be successful long term it is vital that you make the most of every opportunity to generate profitable growth.

For example, if a customer visits your bodyshop you must ensure that you succeed in not only estimating their repair work but in maximising the opportunity to win the business through exceptional customer service.

Take a look at our top tips on how to ensure you give your customers a good customer experience:

  • Smile! People love to deal with friendly people and some people can find a bodyshop environment intimidating, so make sure you smile and make them feel welcome. This also applies to phone calls, as you can tell a smile over the phone.
  • Let your experts interact with the customers. Your painters and operatives carry a great deal of expertise, knowledge and passion in their jobs. Let your customers talk to them, don’t hide them away. By letting your customers talk to your painters this can create a level of reassurance that the job is being handled by a competent, trained professional.
  • Do the job right first time. Nothing is more dissatisfying for a customer than going to collect a car and finding a problem when they do the checks. Do you carry out a final check of the vehicle to make sure the repair is perfect and the vehicle is in the right condition to be returned? Seems obvious but if you don’t it could be costly!
  • Honesty is the best policy. Tell the customer if there may be extra costings that weren’t noticed initially and show the importance of what you are doing. Being honest will help to cement your relationship and shows the customer that you are treating them fairly.
  • Don’t break a promise. Managing customer expectations is critical. If you aren’t going to have the job complete until 6pm don’t let them arrive at 5pm! Ring your customer as soon as possible once you realise there could be a delay.
  • Go above and beyond. Throw in a free mini valet or change the wiper blades – make sure the customer knows you’ve done it. Exceeding expectations goes a long way in creating repeat business.