Bad Service? Take Action!

Okay, maybe not that. But if you have had bad customer service, take some appropriate action. Start when it is happening. If your mechanic or auto sales staff member is not treating you with great customer service, let them know – and don’t use sign language! Tell them, nicely, that you feel that you are being treated less than fairly or kindly. Let them know what you expect and ask how you can get that type of service from them. All business owners and employees want to provide stellar service. Give them the chance to by informing them nicely when they are not. If that doesn’t work, write them a letter explaining your dissatisfaction and give them the opportunity for a do-over. You might get something for free or at a discount. Who knows… you might even get an apology!

Service (Not Sales)

There is No “I” in Auto Shop

Shout out to Caroline Lake and her crew at Caroline’s Cars on the other side of the pond!

This post is for you fine lady customers and you auto shop owners. Why? Because we are focusing our posts on customer service this month. And both customers and service techs are responsible for the level of customer service that is delivered and received. The way I see it, the customer is part of the team. And there is no “I” in team, or in auto shop. Let me explain…

A customer walks into a shop. Sounds like a bad joke, right? Well, if the customer is unprepared to discuss what service she needs, is in a nasty mood, or is utterly intimidated by the staff or the atmosphere, it could be worse than a bad joke. Likewise, if the shop is not prepared to serve this customer, make her feel welcome and at ease, and willing to have her leave in a good mood, the outcome could be disastrous.

This might seem like a tall order, but it really isn’t. Ladies, we’ve already touched on how you can be accountable consumers by doing the following:

• Be prepared and know your car and why you are bringing it to the shop
• Know the maintenance, service and repair history of your vehicle
• Do your homework and compare prices, search online for estimates and consider used or wholesale parts
• Be courteous and polite to the staff and expect the same in return

Shops, it’s your turn now. We’ve given the ladies the road map to becoming the perfect customer. Now treat them that way by following these steps:

• Greet them! This might seem like a no-brainer, but too many customers go unnoticed and ignored. Not a good first impression. Say “Hi,” smile and make them feel welcome. Even if you’re busy, tell them you are glad they are there and you will be with them shortly.
• Make them comfortable. Yeah, ladies like being comfortable. Make sure your waiting area is clean and welcoming. Don’t have inappropriate pictures or television shows on. Keep a mix or literature, some related to cars and auto repair, and some that would interest professionals, sports enthusiasts, homemakers, seniors and women of all types.
• Make eye contact…. with their EYES! I’m not saying that any guys out there would look anywhere else, but women are often uncomfortable and anxious when they show up at the auto shop. Put them at ease by making direct eye contact when you talk to them. This shows that you are paying attention to them and that you care. Just like ladies have to work to break stereotypes, male mechanics must work to break the negative stereotypes often associated with them. Sorry guys, that’s just the way it is.
• Speak in non-car language. Gauge the level of knowledge your customer has. As you explain what needs to be done and what you recommend, ask if she understands. If not, explain it in a way that makes more sense and show her the parts on her car that need to be replaced or serviced.
• Ask for her business. Don’t assume that every customer will just roll over and sign the sales slip. The best way to earn a loyal customer is to ask for their business. Once you’ve followed the outline above, you will be in a position to sincerely ask your customer if they would like you to complete that service for them. Don’t sell, don’t push, don’t pressure. Just ask. Explain the benefits and costs of the service, and the consequences and costs of not getting the service done.
• Finally, ask your customer if she had a good experience, would she recommend you and would she log on to www.womenautoknow.com and post a glowing review of your shop.

Shops, share this post with your staff; and customers, share with your shop. Help each other deliver and receive the best customer experience possible. After all, we’re all on the same team!

Expect Great Customer Service

Is this what you get when you walk into an auto repair shop? Are you ignored? Do you feel like YOU are trying to earn the shop’s attention, instead of the shop trying to win YOURS? Well ladies, it doesn’t have to be this way. In fact, it should NEVER be this way.

Walk into your auto repair shop confident and ready to be catered to. How? Try following these steps:

• Know why you are there.
• Know the make, model and history of your vehicle
• Be prepared to discuss the service you need intelligently
• Do your homework – research what might be wrong and what the cost could be BEFORE you walk into the shop
• Ask for options, like buying used parts or purchasing the parts yourself
• Tell the shop you will be getting a second opinion
• Expect nothing less than courteous, respectful service
• If you don’t get it, go somewhere else!

TOGETHER… We Can Do GREAT Things!

Service not Sales. That’s part of the WAK philosophy. This is just one of our beliefs that supports our commitment to incredible customer service. WAK Auto Shops actually pledge to provide excellent service to the WAK community and their customers. In a world filled with crazy sales gimmicks and spam emails, focusing on providing customers with stellar service experiences, regardless of whether they buy a product or not, is a dying art.

But WAK is bringing service back!

And we need YOU, the driving community, to partner with us and our Pledged Shops to create a culture of customer service. Drivers aren’t floor mats, they have floor mats. So don’t let shops walk all over you by selling you parts you don’t need, repairs your cars don’t need or warranties that nobody needs.

Take the first step and register to become a Women Auto Know member for free. With a few clicks, you’ll have access to oodles of excellent resources that will arm you with automotive education and empower you with the knowledge you need to make informed decisions. Say so long to auto anxiety and intimidation. Kiss creepy mechanics good-bye! Don’t settle for anything less than honest technicians, fair prices and full transparency about the service that your car needs.

We’re doing our part by spreading the word about the WAK Mission. We are recruiting new shops each week and are partnering with other companies that believe the stigma surrounding women and cars can and will be shattered! Can you hear the glass ceiling breaking ladies?

Now it’s your turn. Check us out and find out why we do what we do and how it benefits you, your family, your community and your bank account. Cruise around our blog, download some great safety tips and get social with us. Share your experience with our WAK community members and tell all your girlfriends about us so they can stand up for better automotive experiences and clean restrooms! Our goal is to change the way women communicate with their cars and mechanics, one woman at a time. We can’t do it alone. But as Mother Teresa said,

Let’s do this!

WAK Agrees… The Customer Comes First

“The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first.” Kerry Stokes