Why adding value matters in the automotive aftermarket
It’s easy to take a car’s reliability for granted, right up until the moment when something goes wrong. When your television or microwave lets you down, there’s often an easy alternative while you wait for a replacement. If it’s a car or van that’s off the road, however, the impacts can amount to much more than an irritating inconvenience.
Workshop owners and automotive technicians rely on car trouble to make up the bulk of their work. A business keen to ensure a busy diary might be tempted to overlook preventative maintenance, not taking additional action to mitigate problems arising in the future. This can, however, be detrimental to building successful relationships and ultimately impact repeat custom.
Why? Because not every driver is an automotive expert. The possibility of receiving a repair bill that runs into three or four figures can understandably be worrying for some customers, especially if they don’t haven’t the understanding to appreciate how the money has been spent. In challenging and stressful situations, it’s trust and honesty that will help your business to stand out.
As a workshop operator, there are several different steps that you can take to build confidence amongst your clients. Some of these are textbook customer service pointers, such as accurate quoting, timely repairs, and regular, detailed communication to help alleviate any fears.
One area that can be underappreciated, however, is taking steps to add value to the customer experience. A clear example of this is by choosing a lubricant, such as Texaco Havoline ProDS, that works hard under the bonnet to better protect engines from harmful deposits and excessive component wear. What’s more, Texaco Havoline ProDS’ low SAPS technology products are designed to help protect catalysts and DPF systems too.
By refining your approach, thinking ahead and demonstrating to your customers that you’re committed to keeping them moving, you stand yourself in good stead to welcome them back for their next repair.
