So, you've decided to start up your own automotive business. Good for you! But now, what do you need to know? Well, for starters, there are a few things that will help make your new business successful.
First of all, it's important to have a product and customer service to back it up. For example, if people don't feel they're getting value from work done on their car, then they'll go somewhere else next time- and word spreads fast these days! So it's best if you offer a variety of services so clients can choose one depending on their needs and budget limitations.
Second, of course, is customer relationships: it's no good if people come in once and never again because they weren't comfortable or felt like they were being taken advantage of. Keep your customers happy, and you'll have a lifelong business!
Finally, it's essential to stay up to date with trends. Automotive is an expanding industry that changes frequently- what worked yesterday might not work tomorrow, especially if you want to attract younger customers.
So how do you create a successful automotive business?
The customer-first approach is the most important thing an automotive business should do. People are not always looking for quick, cheap work on their car; they want to feel comfortable and know that you care about them. Therefore, it is important to keep your customers happy both in person and over the phone. You can do this by updating your customer regularly.
This is the best way to achieve this; customers book cars for a service, first qualify to see which service they need, and know the vehicle's history. Don't just book them in for full service when they may only need an oil change. Customer drops the car off to you at the time slot allocated; if you are running behind, inform them straight away.
Get the car on the ramp; if you find any issues, get a quote together and create a video of the problem (customers love this build so much trust), send the video to the customer with the quote, and follow up with a phone call, to explain the issue. Don't be pushy. Just explain the issue and leave it in their hands if they want to have it fixed. If they go ahead, explain time frames so they are informed. If there is a delay, ring them and keep them in the loop at each step. You will find most customers, and it's never about price but about honesty and communication.
So why do people go to the main dealer and pay through the nose for the same service you can provide. There are many reasons why customers go to the main dealer but let's look at a couple.
Firstly they have a clean and welcoming waiting room, simple I, no, but all you have to do is make sure that everything you do is to help the customer feel comfortable. Clean and bright waiting rooms are essential, with simple facilities like coffee machines, tv, and magazines.
The second is bringing the technology they expect at the main dealer, which is video walkthrough videos. This will increase conversions and trust tenfold; there are many options to help you with this. But when you find an issue, you create a video explaining it in detail, put a quote together, and send it to the customer. The customer can then see the problem, and they are more than likely to accept the quote; a bonus to this we have found customers also show friends the video, as most customers don't expect this. Talking to AVS who carry out MOT sittingbourne, have found when using the video system they use have found a huge increase in customers getting the extra work done. AVS has said “customers love a video, because they haven't got to take your word for it, this has been a great success”.
As mentioned before, automotive is an industry that changes regularly. To stay relevant, you need to adapt to these trends, or you'll be left behind. If someone walks into your shop and asks for a wheel alignment - do it! But make sure your employees are up to date. The last thing you want is a customer walking out because you weren't equipped for this service.
This is inevitable. You will get an unhappy customer, cars are not always easy to fix, and no one wants to spend money on their vehicle. For this reason, customers are easily turned upset, so it's essential to take care of them as quickly as possible. When a customer is unhappy, first ask why they are unhappy, and you need to know precisely what the issue is. Your staff should be well trained enough to recognize this immediately.
If the customer isn't satisfied with just an apology, follow up with a refund or discount on their next service.
Another vital thing to consider is that your customer's happiness lies in common courtesy and professionalism. If you treat them all with respect and follow up on their complaints, they will keep coming back to you for future services.
By doing all of these things, you'll quickly build a successful business!
If you want to build a successful automotive business, ensure your team have the best training and are up-to-date on the latest trends in this industry. One of the most effective ways to do this is by providing video walkthroughs for your customers. This way they'll be able to see repairs before they commit! In addition, it would help if you also made sure that everything about your company (including waiting rooms) is welcoming and comfortable for customers. This way, when something goes wrong with their car service or purchase, they won't get angry and leave right away. Overall, if you follow these steps: keep up with the latest trends, offer a variety of services, and have good relationships with clients/customers - then not only will you be successful in this industry, but you'll also be sustainable for many years to come!
