The auto glass business is at a disadvantage when it comes to making customers excited. When people need their windshield replaced they’ve just been the victim of an accident, bad weather, or vandalism.
All the customer wants is for their life (and their vehicle) to go back to being how it was before. I wouldn’t be surprised if some of those people are feeling less than delighted right from the beginning.
Needless to say, those customers also want their windshield replaced instantly. They want it to be just like it was before, and they want it to stay perfect forever. This expectation is already high even when an auto glass company does an exceptional job.
Unfortunately, sometimes a molding comes loose, or you get a leaker, or any number of unforeseen issues.
These problems aren’t just an inconvenience; they can really cost a business! Going back and fixing a problem costs time and money. The occasional unhappy customer (who is usually more vocal than the many satisfied customers) can really ruin a company’s online reputation. Add that to the stress it puts on technicians and business owners, and having these customer care issues are worth preventing at any cost.
4 Overlooked Ways to Improve Your Auto Glass Customer Experience
The good news is this: you can drastically reduce the number of customer care challenges by making a few simple changes:
- Improve the quality of the windshield primer and auto glass adhesive you purchase for installation.
- Acquire the best tools in advance to prepare for every automotive glass situation.
- Proactively train auto glass technicians to pay special attention to details that affect the quality of glass installation.
- Prepare your whole team to handle more difficult customer service situations in a confident, sympathetic way, regardless of the outcome.
I’ve worked with medium and large sized auto glass businesses for years, and I’ve seen what works and doesn’t work. That’s why I want to share the information with you and alleviate the pain of customer challenges. Plus, as much as it helps your business, you’ll also be creating a better experience for the customer, which never hurts.
With outside resources like trade magazines, there’s really a gap in certain subjects like this that the auto glass industry needs.
Plus, even when the knowledge is out there, it can be hard to find. That’s why I’m here to bring the knowledge into one place and make sure I fix the challenges that technicians and business managers really have!
AutoGlassInsider.Com | Your Home for Business Growth Inspiration
In the case of customer service challenges we're here to help. Over the coming weeks, we'll explore what we've learned the best Auto Glass retailers do differently. How they focus on simple often overlooked items and delight their customers:
- Products and tools purchasing (auto glass adhesive, primers, and installation tools)
- Technician training on products and tools for glass installation
- Customer Relationship Building for before and after the job is done. (technician comportment)