How Motorcar Makeovers Keeps Its Customers Happy and Coming Back
How Motorcar Makeovers Keeps Its Customers Happy and Coming Back
Hint: It starts with great communication with customers
(Part 1 of a 2-part series)
In a world where reviews can make or break a business, business owners find they are spending more time than ever before on customer service, making sure that their customers are satisfied and expectations are exceeded after every service visit.
At one shop in Pennsylvania, their hard work is paying off. Motorcar Makeovers has reached their 1,000 review mark, with an average star rating of 4.93 and a 100% “Would Recommend” rate. This is a phenomenal accomplishment! To have 1,000 different customer visits result in such positive feedback makes you wonder what they are doing that you can do at own your shop to achieve the same results.
Well, we checked in with Scott Jacobs, owner of Motorcar Makeovers, to find out exactly what sets them apart from other shops to achieve this high level of customer satisfaction.
“Let me first start off by saying that our customers are very unique,” said Scott. “Their loyalty to our company over the past 20 years has been remarkable and has been the key to our growth and success.
“As time has passed and technology has developed, we have come to realize that the old ‘pen and paper, letter-style compliments’ are few and far between. Mitchell 1 SocialCRM has made it easier to communicate with our customers and for them to communicate with us, whether it be through a service reminder email, an appointment request, or a vehicle recommendation email.”
Scott adds that each of these communication pieces is mobile-friendly. “This allows our customers the ease of staying on top of their vehicle’s maintenance needs directly from their mobile device.”
When a customer leaves after a service visit, the Mitchell 1 SocialCRM service, integrated with the Manager SE shop management system, automatically sends an email thanking the customer for their business and prompting them to provide feedback on the SureCritic business review page. “Making the review process as simple as a few clicks has dramatically increased the response we get from our many satisfied customers,” says Scott.
We’ll continue the conversation with Scott in Part 2 of this blog series. So, stay tuned here for more strategies this shop uses to reach an extraordinary shop rating through their consumer reviews.