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Client communication is not merely a courtesy — it is one of the most profitable business tools available to a service company.
Reminders, follow-ups, and customer contact programs generate additional income, increase repeat business, and strengthen long-term client relationships.
Unfortunately, many customers feel that repair facilities simply do not care whether they return after a service has been completed. In some cases, businesses unintentionally create exactly that impression.
Clients often ask themselves:
“If they really wanted my business, why didn’t they make me feel important while I was there?”
“Why didn’t they follow up afterward?”
“Why didn’t they remind me when service was due again?”
These are important questions.
Returning clients are usually:
•Easier to serve
•More trusting
•More comfortable approving work
•More familiar with your procedures
•More likely to authorize preventative maintenance
•More likely to recommend your business to others
Your staff also becomes more familiar with:
•The client
•The service history
•The vehicle or equipment
•Prior repairs
•Previous concerns and recommendations
This familiarity often reduces diagnostic time and improves service efficiency.
If the original work was performed correctly and professionally, returning clients are far more likely to approve additional recommended services because trust has already been established.
If repeat business is important, then the real challenge becomes:
The answer is communication.
Clients are busy. Even satisfied customers often forget:
•Service intervals
•Oil changes
•Maintenance schedules
•Recommended repairs
•Follow-up inspections
Reminder systems solve this problem.
Dentists send reminders for checkups.
Doctors schedule follow-up visits.
Professional service businesses maintain contact with their clients.
Why shouldn’t your business do the same?
A reminder card, email, text message, or follow-up call places your:
•Shop name
•Phone number
•Service recommendation
•Professional image
directly in front of the client at the exact time service is needed.
One automotive repair facility told us they “didn’t stop parking cars for a week” after mailing reminder notices.
That is not unusual.
Simple reminders often generate immediate increases in:
•Service appointments
•Preventative maintenance work
•Inspection follow-ups
•Customer retention
•Long-term profitability
If clients are not reminded about needed services, many will simply forget.
Unfortunately, they usually remember only when something fails — and according to Murphy’s Law, that often happens:
•While traveling
•Near another repair facility
•During an emergency
•At the least convenient time possible
Guess who receives the work in that situation?
Very likely:
•Another shop
•Another service provider
•Another company that stayed in communication
Why lose that opportunity?
Communication also demonstrates professionalism and concern for the client.
Examples include:
•Thank you cards
•Follow-up phone calls
•Reminder notices
•Service recommendations
•Inspection follow-ups
•Maintenance schedules
•Appointment reminders
These actions tell clients:
That message is powerful.
An effective communication system:
•Increases repeat business
•Improves customer retention
•Enhances professionalism
•Builds trust
•Generates additional revenue
•Improves long-term profitability
In many businesses, the reminder and follow-up system alone can justify the cost of the computer system many times over.
Use it consistently.
It works.