When a car comes in for a service, whether it’s big or small, it’s important that you make sure the customer is satisfied with the work you’ve done on their automobile. Vehicles, for a lot of people, are a big investment and they rely on this investment for their daily commute and activities. When they entrust their mode of transportation to you, it is critical that it is taken care of in a manner that the client approves of.
How do you currently determine your clients’ satisfaction? When they leave your shop do you know for certain that they are content with the service they received? Do you have paper surveys littered around your dealership that you’re unsure if anyone actually fills out?
Once upon a time paper surveys were a great way to gauge satisfaction. But now, no one wants to take time out of his or her busy schedule to sit down with a pen and fill out your survey.
So, how can you get the feedback you need to improve your services?
Over 40 percent of the world has an Internet connection. With the ever-growing popularity of the online world, it becomes the perfect place to distribute surveys to your clients and easily gather their feedback.
When you combine your feedback surveys with the power of automation, your service surveys become even easier and more effective. Automated service surveys can be configured to send to your clients automatically by email immediately after their service has been completed.
From there, your clients can fill out their survey from the convenience of their mobile phone or computer when they have time. Further, by using an automated email solution to distribute the surveys, you can see who has opened and accessed your survey and who hasn’t seen it. This allows you to know who you need to reach out to in order to prompt them to fill out the survey.
In the digital age, it’s important that your shop keeps up with all the changing technologies and takes advantage of new tools that will reduce your workload so you can spend more time working one-on-one with your clients’ needs.
Author: Shawn Ryder
Shawn Ryder of DealerEngage works with the Automotive Industry to automatically send communication to customers based on their individual preferences and unique dates, vehicle type, service requirements or other available information. Previously, as Co-Founder of training and coaching organizations, Shawn worked with clients to ensure the training and coaching sessions meet requirements for Volvo North America, Ford Motor Company and retail dealerships using a variety of delivery channels – workshop and in-dealership implementation coaching. Email: Sryder@dealer-communcations.com