The Importance of Customer Experience in the Motor Trade Industry
Good customer experience is crucial to success if you offer a service to the public, whatever industry you specialise in. And for the motor trade industry in particular, customer service is a big part of the process. Here are some things you should consider to get ensure you’re offering the best customer service you possibly can.
Working in the motor trade could look like a lot of different things. You could be buying, selling, servicing or repairing vehicles. And regardless of which you choose, it’s important to understand what’s expected.
Before getting started, it’s important to brush up on your knowledge of the industry so that you’re equipped to deal with a wide range of scenarios. A passion for cars is a must, of course, and this will shine through when you deal with customers.
Staying on top of current affairs related to the industry is crucial, as it could shape your entire strategy. For example, buying and selling trends, as well as an understanding that electric vehicles are sweeping up a huge portion of the buying demand. Equipping yourself with relevant knowledge also means you’ll be able to position yourself as an expert in the field and provide valuable insight to prospective customers.
You should also be clued up on the legal requirements too, including any regulations you’ll need to follow for the specific trade you decide to work in. This includes having the right motor trade insurance in place and an awareness of regulatory bodies such as The Motor Ombudsman and the Institute of the Motor Industry (IMI).
Why the customer needs to be the main focus in this industry
Like many trades, the motor industry is largely customer-facing, regardless of whether you’re selling or repairing vehicles. If you retain a positive relationship with your customers, building up trust over time, can be invaluable and prompt them to return further down the line.
How can you make the customer feel important?
There are several ways to keep customers coming back again and again. Some examples include the introduction of loyalty schemes, if applicable, to encourage repeat purchases later down the line. On top of this, you need to take the time to build a relationship with them. This could be as simple as offering additional tips and advice on how to care for their car if you’re repairing it or getting to know their preferences and tastes if you’re selling.
Going above and beyond to fix other minor issues will also help to instil trust across your customer base. It may be worthwhile to train staff in the correct etiquette when liaising with customers too. Customer service goes beyond the quality of work. You need to identify the needs that need to be met and integrate good aftersales too.