Management: How Do You Spell Customer Service? – UnderhoodService

Management: How Do You Spell Customer Service?

In running a successful import service business today, you need loyal, repeat customers. Just as importantly, you also need reliable, reputable suppliers. Any way you look at it, your parts suppliers play an important role in the day-to-day operation of your shop. So choosing suppliers should be a well-thought-out decision.

By Mary Della Valle
Editor
ImportCar

In running a successful import service business today, you need loyal, repeat customers. Just as importantly, you also need reliable, reputable suppliers. Any way you look at it, your parts suppliers play an important role in the day-to-day operation of your shop. So choosing suppliers should be a well-thought-out decision.

In a recent survey of ImportCar readers, we asked the question: “What are the top qualities you look for in a parts supplier?”

While their responses can be grouped into a handful of different categories, the top-scoring attributes included quality, service and availability. It all makes sense.

Using quality parts not only provides a long-lasting, superior job, it also boosts the reputation of the shop, elevates trust, ensures customer safety and eliminates comebacks.

Similarly, respondents indicated that good service from their parts suppliers makes them more productive. Good communication helps with identifying and getting the right parts, promptness saves time and money, and efficiency equals less down time.

The parts availability factor also helps technicians service imports with efficiency. Suppliers that are in close proximity to their customers, and who have the right parts in stock, are more likely to be the technicians’ “first call.”

Quality is the minimum price of admission today for suppliers to the import aftermarket. Just as your customers expect a quality repair from you, you expect none other than quality parts from your suppliers.

Distinguishing factors that provide the most customer service (like loaner cars, extended service hours, a nice waiting room, etc.) help set you apart from your competition.

In the same way, availability, prompt delivery, and knowledgeable, friendly salespeople help determine which suppliers earn your business. Credibility is lost if the wrong part is delivered, the car is improperly serviced or the person on the other end of the phone is not very friendly or helpful.

So, in the end, whether you are the person who throws away the box, or the customer whose vehicle is on the lift, quality is the foundation of the sale. The closing of that sale and the repeat business depends on how you and your suppliers spell customer service.

You May Also Like

Bosch Releases 212 Aftermarket Parts in 2022

The parts cover nearly 64 million vehicles in operation across North America.

Robert Bosch, LLC announced it has added 212 automotive aftermarket parts to its portfolio in 2022, covering nearly 64 million vehicles in operation across North America.

The new Bosch products, which cover domestic, European and Asian passenger and commercial vehicles, include 74 braking parts, 52 fuel and water pumps, 14 ignition coils, 27 cooling fans, rotating machines, spark plugs and ESP units, 38 sensors and seven fuel injectors. 

Winter ASE Registration Open

Three options offered for testing and recertification.

Federated 50/50 Challenge Awards Over a Hundred Prizes

Federated conducted the 50/50 Challenge to recognize and thank ASE-certified automotive service professionals.

Mitchell 1, ASE Present 2022 Technician of the Future Award

Nathanial “Nate” Nie of Mission Viejo, California, was named the 2022 Mitchell 1 / National Institute for ASE Technician of the Future.

Schaeffler Group Releases Series of LuK TSBs

In conjunction with its REPXPERT service brand, Schaeffler provides technical tips and service information for LuK products.

Other Posts

SMP Closes the Year with 214 New Part Numbers

SMP says it is committed to providing replacement parts for hybrids and EVs through its Standard and Four Seasons brands.

GB Remanufacturing Releases 2022 Year in Review

The GB Reman 2022 Year in Review is available for download.

SMP Closes the Year with 214 New Part Numbers

SMP says it is committed to providing replacement parts for hybrids and EVs.

Survey Shows Greater Trust in Service Professionals

More than 70% reported increased levels of trust in repair shops and/or service technicians.