Your Customers Talk. Do You Listen?
Survey results received from customers who use a Recommended Installer reveal plenty. Whether leaving your shop satisfied or disheartened to any degree, they'll step up when asked to complete our survey and openly share their opinions.
What's been revealed in the comments customers give in survey results is an appreciation of quality customer service and a genuine respect for the customer. In fact, the most often heard comments include a mention of communicating with the customer once the installer receives their shipment from Tire Rack.
A win-win situation. Because you've listened.
Telling it Like it is
"The installer never called when the tires arrived. I had to call them to find they had them on hand for almost a week. I also got mixed information on how long the install would take which made scheduling the install a problem."
"I was disappointed that the installer never contacted me to let me know that my tires had arrived. I was treated as a walk-in customer and it took 3 hours before the work was complete. I was offered a 50% discount on a future alignment to compensate me for my time though I would have appreciated an appointment to minimize my time at the shop. In contrast...another local installer contacted me immediately after receiving my tires to schedule an appointment for service."
"(Installer) had tires on-site for 8 days. Never called me. When I contacted them they lied about when FedEx delivered tires... Will I ever go back? I hope not."
And Giving Credit Where Credit Is Due
"(They) called as soon as the tires arrived...it was at the end of a work day. Could have waited until the following day, but chose immediacy. Love that kind of effort. I made an appointment. (They were) ready for me when I got there and all went smoothly in a clean organized shop."
"Hard-to-find, A+ customer service. He called me to set up an appointment once my tires arrived. He offered to stay late even after hours just so I could pick up my car...was very informative and made me feel good as a customer. Will do business again for sure!"
"I don't usually take the time to leave feedback about service, but I felt compelled on this occasion to do so. I ordered my tires on Sunday and had them shipped to (my installer)...on Tuesday morning (yes, 2 days later) they called me and said my tires were in and that I could come by that day... my tires were mounted and installed quickly and efficiently. To recap: 4 tires from Tire Rack...less than $70 to mount and balance them... great service...all in 2 days!"
Three Simple Things to Do
- Contact the installation customer when their order confirmation email is received and again upon receipt of their order.
- Do your best to accommodate their scheduling needs.
- Complete their installation on time.
These three things strengthen the customer/installer relationship and set the stage for additional installation appointments and return trips to your shop for their other service needs.