Quality Service Earns Customer Loyalty

in Jan 17, 2022

When it comes to your business, there are key elements for creating customer loyalty. Many businesses fail to analyze the quality of their services. It’s perhaps one of the most essential ingredients to earning and keeping customers.

Quality vs Poor Quality Service

Customers may love your business and its staff, and continue visiting your well-designed facility, packed with various luxuries. But in the end, if the results of their visit aren’t what they had hoped for, they may consider taking their business to your nearest competitor.

Examples of poor quality service may include failing to successfully repair a vehicle, forgetting essential replacement parts, miscommunication, overcharging the customer, and something as simple as returning the vehicle in worst shape than they received it.

Moreover, you should be mindful of customer habits. One being that they may not inform you of their unhappiness with your services. Instead, they’ll decide not to return to give you their business again, and you’re down one loyal customer.

Proactive, Not Reactive

Being reactive to a customer’s complaint is much more expensive than being proactive. When hiccups do occur, some dealers will not only fix the problem, but also offer something “extra” as an apology. This could be anything from a free oil change to a gift card.

Invest In Quality Control

Regardless of what it is, those extras cost your business revenue. Dealerships with a quality control process in place can prevent occurrences of poor quality work.

What does a quality control process look like?

It can be as simple as having the service advisor inspect the vehicle before giving it back to the customer. In sales, quality control can be a sales manager reviewing a deal with a customer prior to sending it to F&I. This can help ensure nothing was missed, that the customer understands all terms, and that the transaction includes everything the customer has voiced they desire.

In conclusion, these simple stop-gaps installed within regular dealership processes can prevent issues from arising. Whether it’s in service or sales, many tasks are routine and the simple process of performing the same tasks day in and day out can lead to carelessness. No dealership wants to make mistakes. But mistakes are unavoidable and only human of us.

To keep the highest quality possible, all staff need to be on the same page and share an ambition for quality, which is of utmost importance in the quest for customer loyalty.

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