Building trust with the customer is a long-distance race. Workshops are well aware of the importance of service excellence to achieve customer loyalty and recommendation to other customers. However, the rules of the game change slightly when it comes to emergency workshops, as the user is often in a different location from their usual home when an unforeseen event occurs and they need to react quickly.
In this way, the workshop must differentiate itself from the rest at first glance, especially via the Internet. Some keys to achieving this are:
- Clear information on the Internet. The Internet is the fundamental way in which the user currently chooses an emergency repair shop. Accordingly, a presence on the Internet is essential, and it must contain clear and accessible information.
- Time flexibility. The driver must always make sure that the chosen workshop is open at the time he needs it, so it must clearly indicate both its normal and emergency opening hours. Having extended hours will allow you to access more potential customers.
- Good online reviews from other customers. The user will turn to the Internet to learn about other customers’ impressions and the workshop’s experience. It is essential to get good online references and to highlight on the Internet the workshop’s trajectory and specialization.
- Price. Although in case of an emergency the user is more willing to pay a higher price for a workshop to resolve the situation, the price is also important, and, above all, that it is very well specified to avoid problems with the customer later on.
- Papers in order. An emergency service does not mean skipping steps in terms of documentation. It is essential to issue a legal and duly completed invoice, as well as to extend the warranty, which must cover a period of three months or a minimum of two thousand kilometres.
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