Meet your Mitchell 1 Marketing Team Member: Branden Parish

The “Meet Your Team Member” feature provides an inside look at the SocialCRM auto shop marketing service from the perspective of one of our product experts. In an interview format, they share expertise, insights and best practices to help auto repair shops use digital marketing strategies to gain competitive advantage in their market.

This time we had the opportunity to sit down with Branden Parish, one of our newer members of the Mitchell 1 SocialCRM shop marketing team. He has been here since August of 2021 and has already proven himself as a wealth of marketing knowledge for many of our satisfied customers.

He really loves to dive a bit deeper when it comes to connecting with customers.  It is always an important step to take the time to connect with your customers; established or new!

Branden, what are some tips that you would give a shop owner on how they can build a better, lasting rapport with their customers?

One of the first steps to building rapport between you and your customer, is using the right “tone”.

Ask yourself how is your tone when you answer a call? Is it welcoming, do they feel you have the time to speak with them, or are you showing them how rushed you may be? The first connection with a customer may be the most important!

Setting the tone of the call can be the beginning of a long-lasting customer relationship or the reason for having a low customer base. Talk to and treat every customer the same way that you would want to be treated.

My next tip is to become an Active listener!

Are you truly listening to and understanding your customers questions and concerns? Or are you just telling them what you think they want to hear? Take the time to hear out your customer, let them explain their needs, and then provide a thoughtful and thorough response.

Customers want to feel like they are being listened to and acknowledged, and that small step of active listening can go a long way! Replay the importance or topic of the call, ensure they know you understand why they have decided to call your business.  Ask for and use their name, make the call welcoming and friendly. Doing so will save you time and money and help ensure that you have a customer that keeps coming back to your shop for future business.

Connect with your customers on their level, match the energy on the phone, have empathy.

Lastly, do everything you can to connect with your customers.

Having your car break down is never a fun experience. Sometimes a customer may be having their worst day when they call you and all they need is someone who can help them make it just a little easier. That’s where you come in. Connecting with a customer on their level can be the greatest feeling for a customer and for yourself! Just by showing them that you care, that you’re wanting to help and that your business is there to get them  back on the road quickly is sometimes all a customer wants.

Are you showing empathy with their concerns?  You may be the 1st business they have called, or even the 7th.  Being able to be part of the conversation, and assist with eliminating some of their concerns, will start the process of building rapport. Don’t be just another business, be the business that stands out!

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About the Author

Keri Cloud

Keri’s currently the SocialCRM Marketing Manager and has been with Mitchell 1 since 2011. Prior to joining the Mitchell 1 team she spent 13 years as a supervisor for a Fortune 500 real estate property management company.