What does a customer expect from a workshop?

Causing a good impression on the customer after offering a service is very important. Taking care of your perception is essential both in the automotive world and in any other sector. Therefore, today we are going to tell you what are the expectations that a customer expects from the assistance at the workshop.

Achieving complicity between the workshop and the customer is sometimes not so simple, whether you are the service with the best value for money or you are the brand official workshop.

Therefore, how is it possible to get the customer to revisit the workshop?

What does a customer expect from your workshop?

A vehicle is a very precious asset, therefore, many people feel distrust when they have to leave it in the hands of others, even if they are experts. That is why, in addition to a pleasant and polite treatment, the client expects more from the workshop.

Here we have gathered the six main points​​that every client, to a greater or lesser extent, takes into account when returning to the same workshop.

Six key points to bring the customer back to the workshop

1. Trust

Building customer trust is crucial. As we have already said, a vehicle is an asset or even a job for many people, so sometimes it is difficult to leave it in the hands of others.

Making it clear to the customer that your workshop is transparent and trustworthywill earn you points so that they feel comfortable and want to return. Be honest from the first moment by informing them about the estimate of the time that the repair or inspection will take, the cost of it, the severity, etc.

Likewise, showing him the advantages that he can enjoy as a customer of the workshop is also an addition to gain his confidence and create the feeling that he has chosen the good workshop.

2. Quality

One of the main key points for the customer to trust the service and return is the quality offered in both materials and workforce. Correct assistance is decisive for their return.

By letting the customer know that he has the best resources for his vehicle, he ensures that he is opting for professionalism.

In the case of official workshops, the quality of materials is assumed to be excellent. The important point is that the customer knows that his money is being invested in a higher quality, duration and suitability for his vehicle.

3. Professionalism

In addition to the quality of the materials, the professionalism of the technicians is also a factor that the customer values.

Bearing in mind that it’s a very competitive sector, it’s important to bet on continuous training, as well as knowing the skills of professionals.

Doing a good job and proving the knowledge that technicians possess will be enough to build trust, customer loyalty and attract new clients. After all, a professional job translates into positive reviews.

4. Communication

Communication between the customer and the workshop needs to be smooth. Thanks to it, the workshop will generate the necessary trust we were talking about. Being in constant contact with the customer can be difficult, however, CAR is designed to fulfill this and other functions.

When using our tool, both the workshop management and dealing with the customer becomes easier. Customers know the status of their vehicle, the technician who is assisting them and the time that each movement takes, among other data. The instantaneity, fluidity and efficiency of communication is now easier than ever.

5. Speed

Most people depend on their vehicle to get around and to work, so quick assistance gives you a headstart. However, the speed of the work depends largely on the complete management of the workshop.

A correct administration of the mechanical workshop speeds up the time and saves the efforts of the professionals. Knowing at all times who should do what and where in the workshop helps to offer a more professional and faster service. This will be noticeable in the final work and the customer will value it very positively.

6. After Sales service

Customers are looking for quality and a good price, but they also want someone to take responsibility if there is a problem after leaving the workshop. It is good to offer after sales support service in the event of an unsuccessful repair. The customer will be protected and will count on your help again.

The service does not end the moment they leave the workshop, on the contrary, you have to continue working to get the customer to come back.

These are the six main characteristics that a customer expects when choosing a mechanical workshop. In order to work on these requirements and take them to their maximum, CAR is the allied tool that will facilitate your work.