Dealing with the automotive repair industry can be trying, confusing and expensive. Knowing what to look for can put you on the right track in a number of ways. The best auto repair shops all share some similar traits.
Below are some traits found in the most successful shops.
1. Excellent Customer Service
Every company offers some type of customer service. Only the best auto repair shops will emphasize this as a number one company policy. Successful shops realize that satisfied customers are the key to growth, lead generation and a strong referral base. The competence of customer service can make or break a shop. Excellent customer service involves listening to customers and satisfying needs in an efficient manner. Respect, level of professionalism and open communication are the foundation for overall success.
2. Competent and Personable Mechanics
Mechanics are the backbone of any auto repair shop. These trained professionals must possess strong technical skills and pass stringent industry testing with ASE (Automotive Service Excellence standards). Some may need extra certification to work on specific motor types or other specialized auto parts.
Technical know-how is only the foundation of a good mechanic.
Personality plays a major role in whether or not a mechanic is employed by the best auto repair shops. Mechanics must also possess strong communication skills. These professionals must also be able to discuss technical language in everyday terms so customers can easily understand what is happening. They must have good listening skills to understand what the customer is trying to say. The individual must be personable enough to put customers at ease.
3. Involvement with Philanthropic Causes
Successful shops realize the importance of giving back to the local community and nonprofit organizations. Many are involved in fund raising, providing free goods or services and/or volunteering at local events.
4. Offer Free Second Opinions
Every savvy consumer understands the importance of getting a second opinion before shelling out valuable dollars. Some of the best auto repair shops offer this service for free. You can take in your written estimate, have the mechanic check out your car and then discuss findings with you. Here is an example of a good second opinion program.
5. Offer VIP Treatment
Everyone loves to feel important. Successful shops will offer customers incentives like a VIP card. VIP cards provide additional benefits as a gesture of appreciation. Benefits vary according to the shop. They can range from 10% labor discounts, free upgrades to free car care tips. Shops found in the NARPRO Membership offer free VIP Cards that also include free multi-point vehicle inspection upon request. For those shops offering auto body and paint services, the customer may take advantage of free detailing with a minimum purchase.
6. Offer Reputable Guarantees and Warranties
Look for a shop that guarantees its work and offers warranties for at least 12 months and 12,000 miles. This is a great way to ease your mind and assure you are receiving professional services from a competent provider. Some shops offer a ready-on-time guarantee.
7. Belong to a Cooperative Marketing Association
Smaller-sized independent auto repair shops realize the importance of pooling resources to optimize advertising and marketing programs and have high membership standards. Shops found in the NARPRO Network must pass 26 quality and integrity tests. Database members must also receive a high customer satisfaction ranking of over 95%. Not every shop is qualified to be in this Network.
Spotting the above traits and services will make you a well-informed consumer and help find the best auto repair shops for you and your car.
