There is a great data model that I use in a lot of my presentations called the Kano model from lean six sigma. It identifies customer satisfaction in a short summary. In this model, you see that there are things that are expected/required and then things that are delighters for customers, which really puts your customer service experience over the top.

These are things that your customer expects from you: fix their vehicle, supply the proper parts and tools needed for the job, answer the phone properly, and help solve their problems all while being friendly, polite, knowledgeable, and professional.

No customer drives to a repair shop wondering if the shop can fix their car and deal with them on a professional level. Customers EXPECT this behavior, and yet sadly in this and in other service industries, we don’t always deliver on this. I had to get on one of my service managers the other day because he was venting to a customer about family issues and dropped a few F-bombs. When I pulled him aside, he didn’t even fully realize what he was doing and saying; he was just being human. We all make mistakes.

If you can (YOU SHOULD) deliver the basics, THEN you can get to delighting customers and that is where technology can help. A simple text message update goes a long way. Pictures of their vehicle build transparency. A digital board keeps everyone in your shop on the same page and helps things move along quicker and more efficiently.

Does technology solve bad customer service? NO. Can it help exceed customer expectations once the basics have been delivered? YES. I have the shops to prove it.