Customer friendly means staying clutter free
Column by MEGHAN MCEWEN
Cleanliness is next to godliness, the age old saying goes, and it’s true. Customers walking into your office don’t want to glance through the window and see a dirty, dusty, grimy shop. That will never instill confidence in the quality of your repair job. (It may not be related either but that isn’t the point). This is the service industry after all. You are providing your clientele with a service, pure and simple. They cannot repair and paint their vehicle themselves, therefore you (and your entire team, from tech to admin) have due diligence to handle the client and their vehicle with care. These are some simple methods to raise your shop’s image: Keep the shop and office space clean and free of clutter.
Incorporate the 5S standards into everyday activities in your shop. This way you and your team will have an easier time getting through the work day when every piece of material and equipment has a home.
Ensure clean company uniforms, including matching coveralls available for all the technicians, clean paint suits for painters and matching uniforms for the front-end staff. Coveralls and other PPE clothing may be designed to get dirty, but the image of dirty, dusty coverings and workwear can leave the wrong impression towards an otherwise excellent repair. Keep your coveralls and paint suits clean! This will give your shop a clean, polished look.
Lastly, but definitely the most important, when you are delivering a freshly repaired vehicle and returning it to the customer, make sure it is fully detailed, including exterior wash & interior detail, in order to remove any dust, dirt or grease from the repair process. Detail is arguably the most overlooked aspect of the repair process. It is ultimately, however, the most critical step. A clean, pristine vehicle is going to spark confidence in your customer, potential return-business, positive, “word of mouth” and favorable online reviews.
