How much does it cost to win over a new customer? Estimates in auto repair chat rooms range from $17 to $148, with most reporting averages between $33 to $75.
Now, rather than go out and fight for more business, invest your energy on keeping your current customers happy. As times change, so do the ways to earn customers’ trust so they keep coming back.
While previous generations preferred a quick phone call, drivers today rely more on technology that allows them to respond quickly, like a text message. Even better, they also pay with the click of an icon, thanks to automotive text messaging.
With platforms like Autoflow’s digital vehicle inspection (DVI) software, auto repair shops deliver convenience while showcasing their expertise. That way, customers can see what work is done, then get on with their busy days.
Automotive text message marketing for auto repair shops
These days, no one wants to answer their phone due to the number of scams going on. Yet, people still read and respond to text messages within three minutes. That’s faster than any other method of communication. In fact, text messages inspire:
- 98% open rates
- 45% response rates
When the time comes for a customer to pick up their car, they don’t want a conversation about a repair. They want to know that the vehicle works reliably, the total bill and when they’ll get back on the road.
With automated text messages, shops can attach estimates, repair notes, photos and videos to show the work needed or completed. That level of convenience wins customers’ loyalty.
If they want more details, they can go through the attachments. However, offering them a quick message with so much detail provides transparency that helps win customers for life.
Each text message goes out with the customer’s name included, which provides a personal touch. If you want to stand out from your competitors, this is how you do it.
Best practices for automotive text messaging
Setting up a text-messaging system for your auto shop is easier than you think. Start by following these steps:
- Log in with your username and password
- Add a ticket by clicking on the blue “+Quick Add” button
- Collect customer information (name and phone number)
- Collect vehicle information (year, make and model)
- Click blue “Add” button at the bottom
- To send a text, simply click a blue button beneath the customer’s name, which then turns orange as the conversation continues.
- To view or send inspection reports, click the orange DVI button to open and review the document.
- Edit notes, add images and adjust details as needed before sending to the customer.
- Click the Text/Email button at the top of the DVI. From here, sent inspections turn yellow and viewed inspections turn green.
Now, your auto shop can send a variety of messages, like texting appointment reminders, service updates and promotional offers. You keep in touch with customers via 2-way texting by:
- Following up on leads
- Inviting customers to fill out surveys or provide reviews
- Telling them about recalls
- Offering advice about servicing specific vehicles
- Sharing service promotions
- Following up after an auto purchase
All these processes also help with internal communications since all the information remains within one digital file. Even better, it engages customers with personalized details, such as their name, relevant details about their vehicle and fun emojis.
How to increase customer retention with text marketing
Of course, your shop already has many practices to satisfy customers so they feel welcome to return. Autoflow’s DVI software integrates with those systems so they continue but with far less work and time.
For instance, you can customize SMS templates for each make and model. This saves valuable time you used to use to look up parts and specs.
From there, you follow this cycle with automotive text messaging to:
- Remind them of an appointment
- Check in before the visit
- Send status updates during a repair
- Provide checkout details
- Send reminders to file a positive review
Each step seamlessly flows from one to the next. At every stage, when it comes time to send out a report to the customer, all the details go along.
You also get automated alerts when a customer opens and views an inspection. Next, you engage them with two-way messaging for follow-up questions and approvals. Everything becomes easier.
“Autoflow is a vital tool for our business, says Hannah K. of Kennedy Auto Solutions in Tomball, Texas. “It helps us to build trust and value with our customers by validating the repair and maintenance findings. It shows them the parts and places that we see when their vehicle is lifted off the ground. It also builds a strong record for their files with pictures and videos.”
She is also a fan of the integration with Advance Automotive’s Virtual Vehicle program. “It helps educate our customers as to why we recommend the services we recommend and what the repair or maintenance “does” to or for their vehicle,” Hannah adds. “Thank you for developing and staying on top of this product that has supported our business growth since the beginning of our company. ”
Conclusion
Retaining customers builds success in every business, but even more so in auto repair. Independent shops always have to compete with dealerships and operators who offer unrealistic pricing to get new people in the door. Customer service makes all the difference.
By providing customers with accurate and timely information, you become a helpful part of their day, not another annoying phone call. If they want more details, they can easily read them at their leisure.
All this convenience makes them more open to providing a glowing review (which you have requested in a quick follow-up text!). Meanwhile, you also eliminate time-consuming phone calls, so staff can focus on warmly greeting people at the front counter.
Autoflow’s digital vehicle inspection software offers these solutions and much more to make your business more profitable. By making it easy to use SMS marketing, they help you seamlessly blend this technology with your best practices and boost your customer satisfaction.
Contact Autoflow today to get a demo of how it will work for you.
