{"id":6303,"date":"2020-11-08T21:47:33","date_gmt":"2020-11-09T05:47:33","guid":{"rendered":"https:\/\/mitchell11.wpenginepowered.com\/blog\/shopconnection\/why-customers-leave-do-you-care\/"},"modified":"2025-01-03T09:08:55","modified_gmt":"2025-01-03T17:08:55","slug":"why-customers-leave-do-you-care","status":"publish","type":"shopconnection","link":"https:\/\/mitchell1.com\/shopconnection\/why-customers-leave-do-you-care\/","title":{"rendered":"Why Customers Leave \u2013 Do You Care?\u00a0"},"content":{"rendered":"

Why Customers Leave \u2013\u00a0And What You Can Do About It<\/h2>\n

At the risk of sounding like \u201cCaptain Obvious,\u201d it\u2019s safe to say that most shops would admit that working with customers is an everyday challenge \u2013 period. Even when things go right, challenging customer personalities and attitudes will still exist.<\/p>\n

\"Marketing<\/p>\n

Firing Problem Customers<\/strong><\/p>\n

Of course most shops have had their fair share of customers that they hope will never come back. You know the ones \u2014 you give them the benefit of the doubt, but they continue to consistently display unrealistic expectations and seem to always want something for nothing. This brings us to our first rule.<\/p>\n

Rule #1, you CAN \u201cfire a customer.\u201d<\/strong><\/p>\n

In your shop management software, you can remove a customer and prevent them from receiving communications from your shop by unchecking the \u201cInclude in CRM\u201d checkbox. Timing is crucial here. Sooner is always better to prevent follow-up communications going to those customers you don\u2019t want to reach out to.<\/p>\n

The Majority of Customers \u2013 Retaining the Keepers<\/strong><\/p>\n

After hopefully \u201csending\u201d your problem customers down the street to drive your competitors crazy, it\u2019s time to focus on the \u201ckeepers.\u201d \u00a0This is a vital part of your auto shop marketing<\/a> strategy.<\/p>\n

According to the Rockerfeller Corporation, 68% of consumers leave a company because they have the perception that the business does not value them. Another 14% leave because they were dissatisfied or felt that they can find better service somewhere else. So altogether that means 82% of the reasons why customers leave are potentially within your business\u2019s control.<\/p>\n

Rule #2, Retaining Customers Is Within Your Control: Start by Making Sure Customers Know You Care<\/strong><\/p>\n

Source: Rockefeller Corporation<\/em><\/p>\n

Of Course You Care, So Why Is It Necessary to Proactively Communicate it?<\/strong><\/p>\n

It is not likely that the businesses in the above mentioned survey did not actually care about 68% of customers, giving them the reason that they didn\u2019t come back. More likely the business actually did<\/em> care, although the consumers\u2019 \u201cperception\u201d was otherwise.<\/p>\n

As we agreed earlier \u2013 dealing with customers in the auto retail environment is challenging, even under the best of circumstances. If we put ourselves in their shoes it\u2019s easy to consider that they may have at least some apprehension about how much money they may have to spend to fix their car \u2013 wouldn\u2019t you?<\/p>\n

If it\u2019s true that most customers are at least somewhat apprehensive about what you\u2019ll find wrong with their vehicle and the cost to repair the issue, then you are starting off at somewhat of a perception deficit. Customers are apprehensive but they don\u2019t know that you care (just yet) about not draining their bank account. So tell them you care!<\/p>\n

Rule #3 \u2013 Customers Won\u2019t Know You Care Unless You Find a Way to Tell Them<\/strong><\/p>\n

How to Tell Them That You Care<\/strong><\/p>\n

Since you are likely already prioritizing service based upon their urgency, why not share that to your customers as a way of communicating that you care? A general prioritization I\u2019ve heard of personally is:<\/p>\n

    \n
  1. Fix what they came in for<\/li>\n
  2. Address any safety concerns<\/li>\n
  3. Address things likely to cost them more money down the road<\/li>\n
  4. And last, address general maintenance that can wait if necessary<\/li>\n<\/ol>\n

    Rule #4, Communicate That You\u2019ll Be Prioritizing Services Based Their Needs<\/strong><\/p>\n

    While increasing customer retention takes time and dedication from the entire team, the basic idea is pretty simple: Treat your customers the way you would like to be treated! Don\u2019t forget to smile, greet them warmly and let them know you care.<\/p>\n

    Want to learn more about SocialCRM?
    \n    Request a FREE DEMO!<\/a><\/h1>\n

     <\/p>\n

    You may also like to read more from the SocialCRM blog:<\/strong><\/p>\n