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In Reply to: Survey for So Cal residents. Very important to me! posted by Denis on May 17, 2001 at 01:06:10:
I was involved in a BMW parts and service shop for awhile and learned this about customers. In general, most customers are willing to pay the going shop rates, so if you stay within a few bucks of norm its usually not an issue. What was most important to the majority of our customers was the fact that they could trust us. Both with our diagnostics/suggestions for work to be done, and the work itself. We had MANY occurances when a new customer came to us after feeling like they were being ripped off at another place. Nine times out of ten we would find the problem and explain to them exactly what happened in a way they could understand it. Its fixed, they feel we were honest, they pay the average rate, everyone is happy. The magazines or TV in the waiting room, washing their car, holiday greeting cards, etc. are all icing on the cake. They're probably a good idea, but in the end the customer wants their car fixed, for the price you quoted and done when you said it would be done. When things go wrong with a job, which they will!, you treat the customer right. Offer them a free oil change or service, etc. People do talk about positive experiences with others.
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