Are You Ready For Customers?

Post your windshield repair tips, questions, advice! Note there is a sub-forum specifically for business development questions.
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SuperGlassDave
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Are You Ready For Customers?

Post by SuperGlassDave » June 2nd, 2013, 10:32 am

So, let’s say that legislation curbs all steering and motorist education creates universal awareness of the benefits of windshield repair over replacement and all the motorists decide to explore the repair option.

What are they going to find when they come looking? Will you be easy to find in the phone book and the Internet? Will your phone be answered by a human that will enthusiastically take care of the motorist’s glass problem? Will there be follow up to ensure customer satisfaction?

I would hope so because that’s what the big replacement-repair companies are providing today.

If all of the above is in place, and you get the appointment for the job, what will be the image when you show up to perform the repair? Will you be in uniform? Will your work vehicle have graphics showing that you are a professional company? Can you show that you are certified by your trade association? Do you wear a photo ID badge and use fender covers to protect the vehicle? Are you aware of the aspects of ROLAGS to incorporate into your repair process and customer interaction?

These are some of the things that customers will expect and that you should expect to provide. Customer service is king these days, quick service, courteous and knowledgeable repairers and a positive experience is what they are looking for and is what will keep them coming back. Of course, a great repair will be a major factor in their satisfaction but, it won’t carry the day alone.

Look at the service you expect from companies you buy from and make sure you can match it. Look at the image you expect to see from professional vendors that serve you and make sure you can match that too.

Don’t underestimate the network companies and the value of these aspects of the service. If you can match their service policies and beat their repair quality, you will be in a position to take on a big portion of the 10,000 to 12,000 repairs a day that they are doing now. If not, you will be sending them back to the networks feeling like they are the most professional option for their problem and the repair industry will be left with what we have today.
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screenman
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Re: Are You Ready For Customers?

Post by screenman » June 2nd, 2013, 10:48 am

The networks and franchise companies over here are known for the very poor quality of work they turn out, if you want to chase their market I agree with many things you say Dave, however for the smaller business there is a better more profitable customer base to go for.

SuperGlassDave
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Re: Are You Ready For Customers?

Post by SuperGlassDave » June 2nd, 2013, 1:55 pm

I agree with you screenman and wouldn't depend on this business right now. But, I do believe it's coming and would hope we are prepared as an industry when it comes.
Plus, most of what I described is appreciated by commercial accounts too.
I hear you about the poor quality and I love them for it. But still know that it takes more than the best quality sometimes to win over the customers.
I see great days ahead and lots of opportunity for repair specialists.

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Re: Are You Ready For Customers?

Post by GlassStarz » June 2nd, 2013, 7:17 pm

There is an old adage that says If you stand on the roof yell loud enough and long enough that you are the best many will begin to believe it regardless of the truth. The Big guy out there does it everyday with those adverts :cry: :twisted: When folks mention those guys I just smile and ask. Do you want your work done by a Artisan with over a decade experience for less than the other charge or do you want to pay more for service from the Wallmart of my industry? :shock:
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