COLLISION DIVISION DIRECTOR'S MESSAGE

by Lee Schlosser AASP-MN Collision Division Director

Service, Service, Service

The auto industry is always evolving with technology, safety features and consumer demands making our jobs as shop owners and technicians more complex. That means more training. But one thing remains the same – customer service.

We are very much in a customer service industry. Good customer service dictates that the business owner takes the mentality of “the customer is always right.” This type of thinking will help the business grow, since good customer service is critical for winning repeat business and earning long-term loyalty.

Unfortunately, this approach does not work with every customer. When this happens, it is important to have a plan in place to prevent the situation from escalating. The most important thing we can do as shop owners is to carefully listen to what the complaint is. Often, this will give us the information to solve the problem or address the situation and avoid the problem in the future. A customer that feels unheard may feel we do not care, which is the farthest thing from the truth. In the service business that we are in, caring is what we do.

We are running a business and we must remain profitable. So, perhaps the best solution is to acknowledge the customer’s concern, ensure them that they are truly being heard and find common ground. “Try to win the battle and you may lose the war” and, ultimately, business will suffer.

Are customers always right? I am not sure, but I do know they are the most important component to a service business like the automotive industry.