By Emma Schell on Dec 9, 2019 11:31:00 AM
When running an auto detailing service, one of the biggest challenges franchisors and franchisees face is getting customers to come back and use their service again. It is also one of the biggest goals for any franchise management.
Doing some simple tasks well can make a big impact in your flow of business, repeat sales rate and overall profitability. Staying in contact with your customers and always offering good customer service is important in ensuring they keep coming back. Of course, your level of customer service and quality of work will always benefit this goal. However, there will always be those random customers that you see very infrequently.
One of our team members Steve-O, a former auto detailer himself, shared 3 tips that can help turn a one-time customer into a lifelong one.
Gather your customer’s info
Not only do you have to have the proper info on file to begin and complete the job, but this info is very important to maintain for future contact. Not having the proper information available when you need it is very frustrating and can cost you time and money.
Storing your customer’s information helps you to know the problems the car owner faces. This will ensure that you are prepared prior to their appointment and will help you easily solve their problems in a time-efficient manner.
It is one thing to collect your customer’s information, but having somewhere to store it to easily access their data is essential. Using business or franchise system software can help with time-management and organization. Every customer you have on file adds dollar value to your franchise business and showing that you know who they are and what they do will leave a lasting impression on them. By utilizing this tactic you are improving your customer service skills, increasing the likelihood that they will come back.
Always get the email
If you aren’t in the habit of regularly communicating and marketing to your clients via email, it is never too late to start getting clients emails to store on file. Email communication is mainstream, effective and very convenient for customer support. For customer management purposes, it should be your tool of preference when trying to get a hold of a wandering customer.
This can be done by simply asking for a clients email address when they come in for detailing, or you can provide an incentive for clients to give their emails. For example, if you are doing a giveaway getting people to enter their email address instead of a phone number will increase your email list substantially
We know from experience that it isn’t always easy to find the time to chase customers. However, during those slow periods reaching out to clients whom you have not served in a while can be very profitable. This can be done by giving them a quick personal phone call, sending a brief email or even a text message.
This is an incredibly effective way to build your rapport and encourage loyalty with your auto detailing clients. You are also showing your clients that you care about them, greatly improving their customer experience.
Customers love that you are thinking of them; they love that you know their name and remember what they drive. It is a mistake to think your customers aren’t coming back because they don’t want a detailed car. Often clients are just busy and can’t find the time to come in, by reaching out to them you will improve your chances of earning their business.
Hopefully, this will give you some ideas on areas that can help bring in some extra business. Stay tuned for more detailing tips!