The business of automotive detailing is alive and well and there is no doubt about that. Americans love their cars and some more than their own kids or family. Generally ones car is the second largest investment they will make and they will wish to keep it up and protect it. What a better way than to protect the paint and have it professionally cleaned and detailed? Well as a retired businessman of 27 years in the industry that works for me and I am perfectly okay with that concept and have learned a lot about customer service. Customer service is essential in the auto detailing business and it starts before the job, as you must explain to the customer what you can and cannot do to help their car. Some times large scratches down to the metal cannot be repaired by simple detailing and that must be explained to eliminate false expectations. In auto detailing you want to over deliver on expectations and thus continue to get great referrals. This is why the pre-service customer service is so vitally important, but what about the post-service customer service? Well after the service it is important to walk around the car with the customer and show them every thing you had cleaned and how it was done. Additionally it is important to leave a little something such as a rose or a mint on console for the customer with a little car thanking them, with a little notation telling them that any future referrals from them will lead to a discount on future services. Consider all this in 2006. |
