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The Benefits of Texting Clients During Your Automotive Service Career

Published on January 4, 2018 by in Blog

Become service advisor

Could texting customers be the key to increasing business during your service advisor career? While it might sound simplistic, many independent garages, dealerships, and other auto repair facilities have found that communicating through text has dramatically increased customer satisfaction.

Not only that, but it can also help attract younger clientele. The J.D Power 2017 Customer Service Index study found that 41 per cent of Gen X and Gen Y customers have indicated that text messaging is their preferred method of communication when dealing with auto service facilities.

Despite this growing popularity, the study indicated that less than 3 per cent of shops surveyed text customers. Keep reading to find out why this might be a missed opportunity.

Why Texting Is More Convenient for Auto Service Customers

Today’s vehicle owners have hectic lifestyles, and having to take a call during work hours or while they are otherwise engaged just to get an update on their service is not always convenient. Likewise, having to call a service facility can be frustrating. Customers might not be able to speak to the service advisor directly, or could have to stay on hold for a long period of time while staff find out about the status of their vehicle.

By giving customers the option to communicate via text once you become a service advisor, you can make the whole process a lot easier. Customers can be sent regular updates on the status of a job, and can text back with any questions or follow-up they might have whenever they have time. By following up promptly, you can ensure that they receive quick, convenient, and comprehensive service.

Implementing Text Messaging After Automotive Service Advisor Training Could Increase Business

Using SMS to communicate with customers can also help to increase your business. Offering them the option to schedule appointments via text can make it easier to book a service at your shop, and therefore make it more likely that customers will choose you for their business. You can also send reminders about appointments to ensure they don’t forget to bring their vehicle in.

Being able to schedule appointments via SMS is much more convenient for customers

Being able to schedule appointments via SMS is much more convenient for customers

In addition, regular customers can be sent reminders about when their vehicle is due for routine service. Not only will this help your shop secure regular business, it will also ensure that your customer’s vehicles get the regular maintenance they need to stay roadworthy, increasing their overall satisfaction with your service.

When and When Not to Text Customers Once You Become a Service Advisor

While text messaging can be very convenient, it is important for service advisors to know when a phone call would be more appropriate. For instance, if one of your mechanics finds a complex problem that requires additional repairs during a service, trying to explain it with a text might not be the best option.

The customer may not understand the issue or have additional questions about why the repair is necessary. In situations like this, communicating over the phone or in-person can be much easier, and eliminate the need for a long string of follow-up messages.

It’s often better to speak to customers directly when dealing with more complex repair jobs

It’s often better to speak to customers directly when dealing with more complex repair jobs

Text Messaging Etiquette for Service Advisors

It’s also important to employ proper etiquette when texting customers during your automotive service career. For starters, ensure that you have their permission to communicate using text messaging. Unsolicited texts from businesses can be seen as rude or pushy, while some clients, particularly older ones, may still prefer a phone call.

In addition, while texting might seem like a fairly informal way to communicate, remember that you are still a business. Be sure to only text during office hours, and avoid using informal language or ‘text speak’ in your messages—and definitely no emojis! By maintaining a professional tone, you can reassure customers that their vehicles are in safe hands, while still providing them with a convenient, flexible, and satisfying service.

Want a lucrative and enjoyable career in the auto industry?

Contact CATI to find out more about automotive service advisor training!

 
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