The Rising Cost of Car Repairs: How to Keep Your Customers Informed and Reassured
Infopro Digital Automotive
A leading player in business-to-business Data, Software and Services for the Automotive Aftermarket.
In the first quarter of 2024, the cost of car repairs in Europe saw an average increase of 6.1% compared to the same period in 2023. This increase is part of the ongoing trend of inflation affecting various sectors, including automotive maintenance. In this inflationary context, customers are increasingly attentive to the services offered and concerned about how they are treated during repairs or maintenance of their vehicles. Therefore, being as transparent as possible with the information you have can help reassure your customers and alleviate their concerns.
1. Clarifying prices, estimates, and invoices
To minimize doubts and reassure your customers in the workshop, your priority should be transparent pricing. This is often the primary source of their concerns and directly affects their satisfaction. Clearly explaining your pricing packages is crucial to avoid misunderstandings and prevent disappointment over unexpectedly high bills.
Initially, provide a detailed and understandable estimate to address any potential questions and doubts. Make sure to include the following elements:
Standardised times are an excellent way to justify intervention times and resulting costs. However, it’s important to explain where these figures come from, as they could be questioned if not based on manufacturer data. Labour rates should reflect the varying complexity of different operations. Finally, ensure the descriptions of the interventions are as clear as possible for easier reading and understanding so that there is clarity even regarding the phenomenon of rising car repair costs.
Additionally, do not overlook the spare parts required for interventions. Wherever possible, include the part references in the estimate. This allows your customers to verify the information themselves if they wish to do so, providing peace of mind.
For the invoice, maintain the same level of detail as in the estimate, as this is the document your customer will keep for future reference.
Finally, mention any upcoming interventions that are part of the maintenance plan and specify at what mileage these should occur. This serves as a record and history for when your customer returns, allowing you to suggest these same operations again. Ensure clarity on the source of this maintenance plan by referring to manufacturer data and recommendations.
2. Communication and dialogue to reassure your workshop customers in the face of rising car repair costs
Effective communication with your customer is crucial throughout the entire process. Utilize various methods to stay in contact and keep them reassured. This will build their confidence in the necessity of the operations, their progress, and the expected downtime.
For instance, consider communicating via SMS or email to:
领英推荐
In a workshop, maximizing the turnover of vehicles is essential. Informing your customer immediately once the intervention is complete helps minimize the vehicle's downtime. Sending text messages or emails is more efficient than making phone calls, as it reduces the time spent trying to reach the customer.
Additionally, sending the estimate electronically gives the customer more time to review it without feeling rushed. They’ll also appreciate being able to focus on their activities without needing to visit the garage to give their consent.
In the case of a remote damage assessment for minor incidents, photos and comments are reliable elements that the customer can keep as a record. Providing these elements in real time enhances overall satisfaction.
However, we understand that time is limited. This is why we suggest equipping yourself with a tool that includes a feature for automating these communications. This saves time and makes the relationship with your customer smoother.
Furthermore, after the intervention, you can inform the customer about future interventions related to the maintenance plan. Using manufacturer recommendations, you can stay connected with them while being transparent about the maintenance progress. Ensure these recommendations are presented as evidence of vehicle maintenance rather than merely an attempt to secure additional work.
Finally, from the moment your customer arrives and throughout your relationship, being clear and informative is highly beneficial. This approach helps clarify and better communicate the information provided. Don’t hesitate to explain why operations are necessary and how you will proceed, using simple, kind, and accessible language. Emphasize that all information is objective and based on repair methods, maintenance plans, or technical data from the vehicle’s manufacturer. By employing these methods, you ensure transparency and build a trusting relationship with your customers.
Reassuring your customers in the workshop is effective both in the short and long term. A more informed and calmer clientele is easier to retain, leading to increased stability and profitability.
Read the article in your preferred language on our blogs: