Handy Checklist to Help Service Managers

Happy customers equal successful businesses. Here are some ideas, tips, and suggestions for how to keep a smile on every client’s face:

  1. Have an online and in-person location for customers to leave feedback. Make sure you respond in a personal and timely manner. Consider automating this process with email surveys sent after purchases are made.
  2. Remind employees of their training by demonstrating the proper way to answer calls and emails from time to time. A little refresher never hurts.
  3. Set aside time each day to check out what customers are saying about your business online. Respond to their social media messages in a thoughtful and polite manner.
  4. Provide water and refreshments at your dealership.
  5. Create a welcoming space for customers when they first arrive at your dealership. Little touches like clean service waiting areas or clear bathroom signage goes a long way.
  6. Get in the habit of personally delivering parts or machines to job sites in emergency situations.
  7. Give customers the ability to view or update their contact information, business address, preferred method of payment, invoice history, and more with on-demand customer service.
  8. Use business management software to create a seamless experience for your customers. ASPEN offers advanced tools that automate external communications so nothing falls through the cracks.
  9. Make sure each customer has assistance loading and unloading equipment.
  10. Go out of your way to address customer issues. Even if the solution can’t be found directly in your dealership, go the extra mile and see if you can assist them beyond your regular offerings.
  11. Always use your manners, even if the customer somehow forgets theirs.
  12. Follow up on all customer enquiries and issues with a courtesy call a week after the initial contact. Make sure to thank them for their patronage and see if there is anything else they need right now. If there is a problem that has not yet been resolved, make it a top priority.

Providing excellent service to each and every customer is all about having the right tools for the job. If you are looking to upgrade or add a powerful business management software to your toolkit, consider the many options offered by ASPEN. Learn more here.