YOUR AUTOMOTIVE AFTERMARKET
CUSTOMER SATISFACTION
AND RETENTION PROGRAM
GET READY TO SEE INCREASED PROFITS DUE TO IMPROVED CUSTOMER RETENTION AND WORD OF MOUTH ADVERTISING
THIS CSI PROGRAM IS FOR YOU IF YOU…
UNDERSTAND THE RETURN OF INVESTMENT ON KEEPING CUSTOMERS VERSUS HAVING TO FIND NEW ONES
If you put pen to paper and wrote out all the expenses you incur by having to find a new customer (ie advertising, promotions, discounts) versus keeping an existing customer happy (ie exceeding customer service expectations, doing things better than your competition), you will find that there is no question that attracting new customers impacts your bottom line more than satisfying existing customers
KNOW THAT YOU ONLY HEAR FROM 1 OUT OF 25 UNHAPPY CUSTOMERS
Statistics prove that people don’t have the time to give you feedback. They are busy. Between work, family, commitments, and hobbies, having to do car maintenance is an inconvenience. If you have a bad experience, it makes sense to just move on and choose a different parts provider next time instead of calling up the business to give feedback
WANT TO TAKE ADVANTAGE OF OVER 20 YEARS IN THE AUTO AFTERMARKET CUSTOMER FEEDBACK WORLD
The feedback industry has come a long way from comment cards and suggestion boxes! Ask Listen Retain has been in this business for over 20 years and we have seen a big shift in how feedback is handled. We know how to move you from an outdated system to something automatic and effective that will not only capture feedback but allow you do something with it to improve your business
KNOW THAT STAFF GET MOTIVATED WHEN THEY SEE THAT THEIR ACTIONS CREATE PROMOTERS
Training is only as good as the practice you give it. If in your training standards, you talk about greeting the customer as they walk in, actively listening and ensuring your product knowledge is on point, but in everyday situations your staff is not following any of these practices – the training was not effective! But if an employee begins to see a reward for their effort, in the form of a positive Google review that talks about their actions – that is reinforcing positive behavior and can be a powerful motivator to solidify best practices
KNOW THAT GOOGLE REVIEWS ARE BECOMING A STANDARD FOR NEW CUSTOMERS TO CHECK YOU OUT FIRST
You need to get your cell phone repaired. You are thinking about trying that new restaurant across town. You are unsure about switching up your barber. Nowadays if someone is unsure about a business, they look to review sites to tell them other people’s experiences. If your Google reviews are less than stellar, chances are good, a new customer will pass you by and head right to your competition.
UNDERSTAND THAT SERVICE RELATED PROBLEMS WILL TURN PEOPLE AWAY
A customer is four times more likely to use your competitor if they encounter a problem that is service related rather than price or product related. Your customer can easily see how a defect in a product can happen. Your customer can also logically understand a higher price (as long as it’s not way out of line) but a negative customer service experience means that they will not be back and more than that, they will likely tell friends or write a review about it.
KNOW THERE IS A WAY TO HANDLE NEGATIVE COMPLAINTS THAT WILL KEEP THEM COMING BACK
If you mess up, you apologize. Your parents taught you that. The same rule applies at your business. Statistics show that 95% of complaining customers will do business with you again if you resolve the complaint instantly. You just have to know they are unsatisfied. Do you check with your customers? Do you answer negative Google reviews? Ask Listen Retain can help.
ARE AWARE THAT SELLING TO A NEW CUSTOMER IS HARD
The probability of selling to an existing customer is 60 to 70%. The probability of selling to a new prospect is 5 to 20%. Even if you do everything right - customer service, product knowledge, greeting and appearance - a customer could still go to the competition. The familiarity factor is just too high for people leave a business they are already doing business with to try something new.
UNDERSTAND THAT FEEDBACK IS THE ONLY WAY TO GIVE THE CUSTOMERS WHAT THEY WANT
Sure, you can guess all day what your customers want and need but beyond the obvious, it is hard to know for sure. You can ask your staff, talk to people in the same industry and take suggestions from business leaders but none of that compares to talking to your customers. They are just waiting for a convenient time and medium to tell you what they need.
YOU ARE READY FOR A CHANGE!!
Hi, we are
ASK LISTEN RETAIN
THE AUTOMOTIVE AFTERMARKET CUSTOMER SATISFACTION SURVEY EXPERTS SINCE 2008!
With over 30,000 automotive shops and jobbers benefiting from customer feedback !
Introducing...
THE ALR DIFFERENCE FOR CSI FEEDBACK
WHAT MAKES OUR
PROGRAM DIFFERENT?
THE ALR PROGRAM INCLUDES :
Customer Online Feedback Via PC, Tablet or Mobile
Branded Customer Survey and ALR Portal
24/7 Portal to View Your Customer Feedback
Automated Reporting to See What You Are Doing Well and What Needs Improving
Instant Email Notifications For Both Positive and Negative Surveys
Customization Available For Your SMS or POS System to Get Automated Customer Feedback
Ongoing Best Practices for Automotive Aftermarket in 2021
WHY UTILIZE THIS CSI PROGRAM NOW?
Don’t allow unhappy customers slip away unnoticed
If you put pen to paper and wrote out all the expenses you incur by having to find a new customer (ie advertising, promotions, discounts) versus keeping an existing customer happy (ie exceeding customer service expectations, doing things better than your competition), you will find that there is no question that attracting new customers impacts your bottom line more than satisfying existing customers
Stop strengthening your competition with your past customers
Unhappy customers don’t come back. In fact, the next time a situation occurs where they need to use your business, they will make an effort to avoid walking through your door. That means your competition will get their dollars and your bottom line will suffer. If you can acknowledge and manage unhappy customers immediately, you can avoid them checking out your competition.
Get more Google, Yelp reviews online
It used to be when you needed something, you would ask friends or family for referrals. If they didn’t like a business, you wouldn’t go to that business. If they got a deal and had a great experience at a business, you would check them out. Today, we use online reviews like we used to use our family and friends. They are a way to be a fly on the wall when other people use that business. You want more reviews. You want more POSITIVE reviews. If you don’t have a plan to do that, you are running the risk of turning people away.
The needs of your customer are constantly changing
If 2020 taught us anything it is that the world can change rapidly. The needs of your customers are no different. At one time a handshake was an important part of any transaction. Today that is not recommended. At one time, you needed to have a listing in the phone book to be recognized as legitimate. Today a user- friendly website is a must. If you don’t have a way to start recognizing trends and understanding what your customer’s expectations are, you will be too far behind when you finally realize the error.
Improve staff morale by highlighting positive comments from your customers
People work harder if you praise positive behavior. Pointing out all the things a staff member is doing wrong will have them looking for a new job before their shift ends but pointing out something positive makes them feel good about the job they are doing and makes them want to look for ways to get praise again. This is why praise from customers is so powerful. Getting one positive comment from a customer encourages more behavior that elicits praise. Our CSI program will ensure you capture positive comments and can use them as motivation
Help with training and customer retention
Do you just take for granted that your training program is good enough? Do you assume that the customer sales experience is amazing? If you don’t get information directly from your customers, how do you know that you are training your staff to give amazing customer service? The feedback your customers give you can point out areas in your training program that need to be enhanced. It can also generate relevant feedback that can make your business better. You really cannot rely on haphazard questions your customer when they are paying for a product at the till, to give you accurate, actionable information
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“Any testimonials, results or other references to revenue generated through the systems taught in this program are not typical of average results. The results you get are entirely dependent on your personal efforts, your experience, resources, and other factors unknown to us.”
© Copyright 2020 – ALR | All Rights Reserved.
© Copyright 2020 – ALR | All Rights Reserved.