Customer loyalty is what keeps your service bays full. If a customer feels like you’re going above and beyond to keep them satisfied, they will come back for more. Loyalty can result from many areas of a business. If you look at it from the customer’s point of view, small things can make a difference in how they feel about a company and whether or not they will refer others to visit the website again and again.

Here are Three Reasons Why You’re Losing Service Business

Most customers say they would not recommend a business with poor service. In today’s competitive market, it is vital that you “wow” your customers to make sure they continue doing business with you. However the very opposite occurs for many companies and a lot of customers are lost. If you are among the unlucky service departments losing customers due to poor service, there are still ways to get you back in the game. Here are three reasons you’re losing service business and how you can change it today.

1. Convenience

Convenience means letting your customers buy whatever they like, whenever they like, and however they like. The convenience factor is critical when it comes to customers. If a business doesn’t make it convenient for their customers to do business with them, they will turn to other options. Your business must be active in making customer service as easy as possible by offering convenient locations staffed with knowledgeable staff, who can address immediate concerns and long-term goals. Win back customers who are defecting due to convenience by:

• Considering Streamlining Your Checkout Process

  Convenience means letting your customers buy whatever they like, whenever they like, and however they like. The convenience factor is critical when it comes to customers. If a business doesn’t make it convenient for their customers to do business with them, they will turn to other options. Your business must be active in making customer service as easy as possible by offering convenient locations staffed with knowledgeable staff, who can address immediate concerns and long-term goals. Win back customers who are defecting due to convenience by:

• Considering Streamlining Your Checkout Process

  Convenience means letting your customers buy whatever they like, whenever they like, and however they like. The convenience factor is critical when it comes to customers. If a business doesn’t make it convenient for their customers to do business with them, they will turn to other options. Your business must be active in making customer service as easy as possible by offering convenient locations staffed with knowledgeable staff, who can address immediate concerns and long-term goals. Win back customers who are defecting due to convenience by:

• Pick Up and Delivery Services for Commuters

  Commuters have more options than ever and while they’re all convenient for customers, you can win them back by offering a service with built-in convenience. Let commuters pick up or drop off their cars without the hassle of going to a gas station or dealership. You’ll get customers who want a car pick-up or delivery that’s fast, reliable, and consistent, and since you control the rate and timing, it won’t be expensive either. That’s how you can win back defecting customers with convenience.

• Providing Remote Waiting Rooms

  Small waiting rooms are becoming more popular and less restrictive. Waiting rooms are sparsely populated until there is a need for a vital service such as doctor’s visits or the DMV, and they make people eternally grateful to find a place to sit. Benefits that follow suit with reliable internet, comfortable seating, and treatment options that match appointments will win back customers who are defecting due to convenience. They offer many of the amenities customers have come to expect from traditional offices, including free coffee, with reliable internet access for remote workers.

• Covid-19 Protocols

  Following COVID-19, drivers are now looking to their service providers to add convenience when it comes to the process of getting their vehicles serviced. COVID-19 has changed the face of vehicle ownership. Vehicle owners who experience a COVID-19 event cannot get the same level of convenience they received with their former vehicle. They will now have to go through all the steps they thought were behind them whenever they need to use their car. Their time and energy are wasted, directly impacting their sense of satisfaction with using their vehicle.

2. Trust

While it’s tempting to point the finger at price and assume that’s the reason service shops are losing business to lower-cost competitors, research doesn’t support this. Many service techs say customers lack trust in them. There are many reasons why a customer wouldn’t trust you. They are:

• Unpleasant Purchasing Experience

  

  When it comes to purchasing a product or service, your customers will look for any reason not to make a purchase. If you offer good products but create an unpleasant purchasing experience, you will lose the opportunity for another sale. You will need to increase your trustworthiness in order to make more sales. Your goal should be to provide the best service by making it easy, convenient, and quick for customers to buy from you.

• The Product Quality is Not Good Enough

  

  Customers won’t trust you if your product quality is not good enough. It is one key reason why customers don’t believe in a brand’s credibility. And in this case, people will question whether they want or need your product or service. A low-quality product can harm a business’ greatly by destroying the customers’ trust.

• Previous Service Visit Where They Felt Taken Advantage Of

  If customers ever feel like they were taken advantage of, they will not trust you. That can lead to that customer leaving you a negative online review or telling others not to do business with you as well.

  Win your customer’s trust back by:

  • Making an authentic connection that shows you are putting their needs first. In today’s modern digital world, business owners are facing a new challenge: how to connect with customers in a meaningful way. By putting themselves in their client’s shoes and focusing on what the customer actually wants, businesses can turn away from impersonal tactics and forge an authentic connection that shows the customers’ needs are being prioritized.
  • Reward decision-making by sending promotional offers to your most loyal customers. A loyal customer is a customer who wants to do repeat business with you. To ensure that they continue to do so, send them reward offers to make them feel special and rewarded for their loyalty.
  • Send regular communications to all of your customers. Ensure that your business communicates regularly with customers by sending them regular updates, including promotions and offers. Regular updates will ensure that customers will want to return to your business.

3. Price

The price is actually like a magnet that pulls customers in. In order to stay competitive with a great price, make sure that you do some research to know what your competitors are charging. That way when you offer an excellent price for your service, you are also inviting more people to experience what you have to offer.