Go the "extra mile": Providing client-based services

In today’s marketplace it takes more than just having a great product to gain customer loyalty. Listening to the needs of your customers and providing them convenience goes a long way in this highly competitive industry. What can you do with your business to keep your customers loyal?

If you can't answer every call, get call forwarding or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. Having someone on the other end of the phone encourages customers to use your service and even call back if they need to. There is nothing more frustrating that not being able to reach someone when your car is indisposed.

Reliability is one of the keys to any good customer relationship, and good customer service is no exception. If you say, “Your car will be ready on Tuesday and I will call you when it's done”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any deadlines – this can avoid angry and disgruntled customers. Having automated reminders can help you stay on track.

One of the most important components of building your business, is to get feedback from your customers on how they are doing and how you can be better to serve what their needs are. This will increase your dependability and customer loyalty. AMT Technologies bases the success of their applications based on customer feedback. Many of their product updates reflect the 'collective knowledge' of all their users and engineers. Each new release includes features, improvements and suggestions that are requested by customers. Integrating customer feedback into your business model will be a key of staying on top of trends and needs of the industry.There's nothing worse than discovering that a customer turned out to be right and you did not address their complaint/need. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

Make sure that your staff, or even you yourself; are competent with all company programs, software and tools. It is important for customers to feel that you are well organized and confident at what you are doing, whether it be entering customer data or repainting the surface of their vehicle.

Customers want attention, but the last thing they want is to repeat themselves. Make it easy for your customer and yourself to document any information necessary; from their contact information to the details of the order. Automation is often an efficient and cost-effective way to ensure that receiving and entering data is the easiest of processes.

Every successful business has a marketing plan in place. be sure to plan, implement and consistently and persistently pursue an effective marketing strategy for your business. Marketing strategies differ with each type of business; whether it be word of mouth, advertising or otherwise make sure that you are diligent about staying on top of your marketing plan.

Spend some time and money establishing the professional image of your operation. This includes your promotional materials (e.g., business cards, brochures, signs, etc.), your uniforms, and the look of your shop. Of course, keep your mobile vehicle or shop clean, organized, and attractive to potential customers. Make sure that you have procedures in place for the taking and giving of information and way to effectively track all your business.

There are many ways to run your business, but with all the advances that technology has to offer, there are many simple software solutions available to make your life easier. Whether you a are an individual service provider or a large used-car department there are services that can automate, streamline and give your business the utmost professional look and feel. Not only will your business run smoother, but will give customers the comfort they need that your services are up-to-par and competitive.