Most companies focus their efforts on the search for new clients, but very little is said about generating strategies to keep those they already have and make them feel so happy with your company that they recommend it to others.
Therefore, in this installment, we will mention some keys for customer retention in Canada to keep your current customers, specifically in the turn of the automotive business.
Why Customer retention in Canada in the Automotive sector vital?
Vehicles are an item that is not purchased with the same frequency with which you buy a pair of pants. Although one of the greatest satisfactions of the customer when purchasing a car is the benefit that it provides (a faster and safer ride, create our itinerary, travel alone or with our loved ones), there is an essential aspect for complete customer satisfaction when purchasing a vehicle: the after-sales service.
Different variables influence this satisfaction in the medium term:
- Those that are related to the activities aimed at selling
- Those pertaining to the product itself
- Those related to after-sales services
The feedback between the buyer and the sales agent after the purchase of a car is, no doubt, just as valuable as the benefits it provides. The after-sales service allows the automotive agency to know the opinion of customers, identify opportunities for improvement, and evaluate products and processes. However, poor after-sales service can negatively affect customer points of view and decrease sales levels.
5 Tips for Customer Retention in Canada
Take the following points into account if you want to keep your current clients and cause them to recommend you.
1st KEY: Do your job well
The most critical factor in customer retention in Canada is the quality of the work they do in their workshop. Remember that for most, the car is the second largest investment after home, so it is natural that they want the best.
Experts in the field of engines think that if the owners of a car believe that a good job was done, they will return. And not only do they return, but they recommend services to people close to their circle of influence; however, we must recognize that fulfilling only this first point is not enough to retain your customers.
2nd KEY: Stay updated
It is essential to invest in training of the personnel of your automotive service center that mechanics keep up to date with the latest advances in technology through courses, seminars, books, software, or any other type of information.
While the current rapid changes in technology make it very difficult to excel in all areas of automotive mechanics, it is smarter to specialize in specific services such as automatic transmissions, ABS brakes, gearboxes, or autotronics.
As additional advice, let your customers know about the training your staff has received by hanging the training certificates received.
3rd KEY: Establish mechanisms to control and measure your work
Use management systems like Coracc to keep full control of everything you do in the workshop. With this, you can know the time it takes to perform each service, measure the productivity of its mechanics, identify the resources, supplies, and tools required for each service, etc.
4th KEY: Maintain a professional image
Love is born from sight. If you were a customer, would you like to entrust your car to a workshop where employees are poorly dressed, desks are full of papers, there are almanacs of naked women upholstering the walls, and the person answering the phone sounds as if it bothers you to solve it. ?
Keep the workshop clean and well organized, that your employees are groomed and make sure that, whether by phone or in person, you are dealing with your customers. A professional image and treatment will help you to trust your work.
Deliver professional receipts with your company logo, where you will be explicitly detailed what you will do in the service and how you receive the car.
5th KEY: Communicate with your customers
Keep your customers informed about the status of the service you are doing to your vehicle so that they are quieter. If you do it through an automatic system, this will prevent you from spending a lot of time on calls.
Remember that the relationship with the client does not end with mechanical work. Suitable workshops remain in constant contact with their customers, make courtesy calls, or send them information periodically.
One of our objectives should be to convert consumers into evangelists of our brand by ensuring that they are loyal to our product and that we will only achieve if we are attentive to all phases of the sales process and analyze what attributes can generate a change in the satisfaction matrix.
At Coracc Technologies, we are passionate about interacting and sharing solutions that make it easier to make decisions with confidence.
If you comply with these 5 keys, you will be on track to maintain customer retention in Canada. Stay in touch with Blog Coracc Technologies for more information of interest that will help you increase the productivity of your automotive industry in Canada.