The Expert's Edge: Personal Attention After Installation
As one of Tire Rack's Independent Recommended Installers, consumers expect you will offer them top-notch technical service. You can build on that trust and further benefit by being able to offer them additional advice and personal attention after their installation is complete. Our Tech Center contains a wealth of information that's perfect for getting to this level of customer service. Though some of the articles touch on technical aspects of the industry that you will certainly know, others can help you communicate additional important and helpful tips to your customers. Along with handing your customer their installation invoice, you can advise on maintenance or give other technical tips that will help you earn their respect and repeat business.
Excerpts from important Tech Center articles:
Remind your customers to be careful whenever they explore the capabilities of their newly installed tires. All tires, including winter tires, require a break-in period of a few hundred miles for optimum performance. It's helpful for them to understand, too, that their new tires will be a little slower to respond. Also important to note is that new, full tread depth brings with it a little more tread squirm until the tread wears down.
Winter tires have their own personality and handling traits and will feel different than the summer or all-season tires being replaced. New winter tires begin with deeper tread depths and more open tread designs that may contribute to more tread squirm and drivers may notice a reduction in handling responsiveness.
Setting and Maintaining Air Pressure
Show your customer where to find their vehicle's recommended tire pressure in their vehicle's owner's manual or tire information placard on their vehicle. Point out that the number is the vehicle's recommended cold tire inflation pressure and should be checked in the morning before the vehicle is driven more than a few miles, or before rising temperatures or the sun's heat affects it.
Though plenty of recent publicity has been given to tire pressure and safety, consumers can still benefit from a reminder to check their tires more frequently. Once a month and before trips is the minimum; once a week is preferred.
Proper installation requires that the wheel lug torque be set to the recommended specification per vehicle. If the wheels are new, your customer should re-torque their wheels after traveling the first 50 to 100 miles. Should your customer be uncomfortable doing this you might offer the follow-up service at no charge.
The best advice you can give your customers after their new wheels are installed is to beware of automatic car washes. The best way to take care of them without damaging their protective finish is by frequently washing them with a mild soap and water solution. Caution them to never use abrasive cleansers, steel wool pads or polishing compounds.
Just like tires, brake pads and rotors need some time to reach optimum performance. Your advice to allow brake pads to bed-in with the rotor they will be used against will be welcomed, especially when the customer understands that this will help to maximize brake performance. The information in our Tech Center lists each manufacturer's recommended procedure.
Sharing Expert Advice
Just a short conversation with your customer when they pick up their vehicle will help you sell yourself as the expert you are. This no-cost way to instill a feeling of trust can ultimately lead to repeat customers and added revenue for your shop.