Trust is the foundation of any successful service provider-customer relationship. Yet, our latest survey data reveals that customer trust in service providers may not be as strong as you think.
Most vehicle owners aren’t feeling as comfortable as they should be when they hand over their keys for servicing. Even though 93% consider trust a crucial factor in their decision of where to have their vehicle serviced in the first place. Bridging this trust gap early on will not only keep your customers from looking elsewhere, but also make it more likely for them to approve additional work while their vehicle is still on the hoist.
Your long-time customers likely already trust you completely. Over the years, you’ve proven that you only have their best interests at heart. But what can you do to build trust with new customers who are still getting to know you?
Here are the top five ways you can earn their trust:
78% believe that being transparent about both the work needed and cost is crucial.
WHAT YOU CAN DO:
Provide regular updates and plain language explanations of the maintenance and repairs, ensuring customers have full visibility into the process and associated costs.
52% want you to spend time explaining the impact of maintenance and repairs.
WHAT YOU CAN DO:
Explain why the work needs to be done. Help customers understand the immediate and long-term benefits of staying on top of vehicle maintenance and repairs.
43% want to build a personal relationship with their service provider.
WHAT YOU CAN DO:
Engage with customers beyond the service visit through personalized follow-ups and automated service reminders.
35% value planning for short, medium, and long-term maintenance of their vehicle.
WHAT YOU CAN DO:
Provide clear maintenance schedules and inform customers about what repair work will likely be needed down the road for their specific vehicle.
29% want the same technician to handle their vehicle every visit.
WHAT YOU CAN DO:
Ensure consistent service with tools that help to standardize processes across technicians. When possible, assign a single technician to each customer’s vehicle.
Building trust early on with customers is vital for retention and increasing the likelihood of having more work done within a visit. By being transparent, maintaining consistent quality, educating customers, and building personal relationships, service providers can significantly help improve trust levels and stand out in a competitive market.