As a mechanic, you know that customer changes are inevitable. Sometimes, they want to add or remove services, change their appointment time, or cancel altogether. How do you handle these situations without losing your efficiency, quality, and professionalism? In this article, we'll share some tips on how to adjust to customer changes and keep them satisfied.
Communication is key when dealing with customer changes. You need to inform them of the impact of their requests, such as the cost, time, or availability of parts and labor. You also need to confirm their expectations and preferences, such as the deadline, payment method, or warranty. Use simple and polite language, avoid jargon, and repeat the important information to avoid misunderstandings. If possible, use written communication, such as email, text, or invoice, to document the changes and agreements.
I’m not sure how much insight I can give as I have not been in the workforce in 10 years. However, many years ago I was in a training class that the main theme was handling difficult situations and difficult people. People are forever changing their minds. The customer may not always be right but they are always the customer. I always treated my customers with respect, patience, empathy and the way I wanted to be treated myself in any given situation. At that time I didn’t email the customer of any changes but I have sent letters to the customer notifying of any changes made. Most of the changes were made either in the office or by call center phone which was a recorded call.
Flexibility is another essential skill when adjusting to customer changes. You need to be able to adapt to different scenarios and find solutions that work for both you and the customer. For example, if a customer wants to add a service that you don't have time for, you can offer to reschedule it for another day, or refer them to another mechanic you trust. If a customer cancels their appointment, you can try to fill the slot with another customer, or use the time to catch up on other tasks. Flexibility also means being open to feedback and learning from your experiences.
Time management is crucial when dealing with customer changes. You need to plan your schedule carefully, and account for possible delays, interruptions, or emergencies. You also need to prioritize your tasks, and focus on the most important and urgent ones. You can use tools, such as calendars, reminders, or apps, to help you organize your time and track your progress. You can also delegate or outsource some tasks, if you have the resources and trust. Time management also involves setting boundaries and saying no to unreasonable or unrealistic requests.
Quality is what sets you apart from your competitors and earns you repeat customers and referrals. You need to maintain your quality standards, even when you have to adjust to customer changes. You need to follow the best practices and procedures, use the right tools and equipment, and check your work for errors or defects. You also need to update your skills and knowledge, and stay on top of the latest trends and innovations in your field. Quality also means being honest and transparent with your customers, and delivering on your promises.
Rapport is the relationship you have with your customers, based on trust, respect, and understanding. You need to build rapport with your customers, especially when you have to adjust to their changes. You need to show them that you care about their needs and wants, and that you value their feedback and opinions. You also need to be friendly and courteous, and use positive body language and tone of voice. You can also use small gestures, such as greeting them by name, thanking them for their business, or offering a discount or a freebie, to show your appreciation and loyalty.
Customer changes are not only challenges, but also opportunities. You can learn from customer changes, and use them to improve your service and grow your business. You can ask for customer feedback, and use it to identify your strengths and weaknesses, and make changes accordingly. You can also analyze customer data, such as their preferences, behavior, or satisfaction, and use it to create personalized offers, promotions, or loyalty programs. You can also monitor customer trends, and use them to anticipate their needs and wants, and offer new or improved services.