{"id":6454,"date":"2024-05-07T15:30:56","date_gmt":"2024-05-07T22:30:56","guid":{"rendered":"https:\/\/mitchell11.wpenginepowered.com\/blog\/shopconnection\/3-ways-to-build-relationship-focused-customer-service-to-boost-loyalty-profits\/"},"modified":"2025-01-10T14:18:09","modified_gmt":"2025-01-10T22:18:09","slug":"3-ways-to-build-relationship-focused-customer-service-to-boost-loyalty-profits","status":"publish","type":"shopconnection","link":"https:\/\/mitchell1.com\/shopconnection\/3-ways-to-build-relationship-focused-customer-service-to-boost-loyalty-profits\/","title":{"rendered":"3 Ways to Build ‘Relationship-Focused’ Customer Service to Boost Loyalty & Profits"},"content":{"rendered":"

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Just because a customer visits your shop more than once doesn\u2019t necessarily mean they\u2019re truly \u201cloyal.\u201d Tough words for any shop owner to hear indeed, but let me explain why I say this. In general marketing terms, most customers are \u201cPredisposed Customers,\u201d meaning they are predisposed to return based on the outcome of a previous visit. But since these customers are not necessarily \u201cloyal\u201d they could also be lured away to another competitor who provides them a better offer or possible better experience.<\/p>\n

If you\u2019re like most shops around town, you probably consider customer service in the automotive industry to be \u201ccustomer focused\u201d but not necessarily \u201crelationship focused.\u201d Customer-focused is generally considered one-way relationship \u2013 where one side just gives and gives. This can ultimately leave your staff feeling burnt out.<\/p>\n

A \u201crelationship focus\u201d approach, on the other hand, is a reciprocating two-way relationship where both parties give and receive accordingly. This can be as simple as allowing your customers to show appreciation by asking them for feedback on their service experience(s). Or thanking them when they take the time to help your business by leaving a review after their visit. The old adage \u201cA simple thank you can go a long way\u201d is prudent in this case. With a relationship focus, you build engagement \u2014 a mutual bond \u2014 with your customer, that leads to true loyalty.<\/p>\n

So, in a nutshell, the difference between predisposed and loyal customers is as follows:<\/p>\n

Predisposed\u00a0<\/strong>= Based on a purely transactional business relationship, these customers are \u201cleaning\u201d toward returning to your repair shop.<\/p>\n

Loyal\u00a0<\/strong>= These customers not only trust you, but also feel like they are contributing to and belong to your repair \u201cfamily\u201d and feel a common purpose during their visit(s).<\/p>\n

For loyalty to happen, the customers\u2019 brain seeks these three things and in this sequence:<\/p>\n

    \n
  1. Trust\u00a0<\/strong>\u2014 Before they can do business with your shop, they must trust your competence and honesty. Trust helps supports a transactional relationship, but it isn\u2019t enough by itself to drive loyalty.<\/li>\n
  2. Sense of Belonging<\/strong> \u2014 You make the customer feel included,\u00a0that they feel you understand who they are and their challenges. The customer determines that you and they are alike and therefore you\u2019re a proxy for their decision making.<\/li>\n
  3. Communicate a Sense of Common Purpose<\/strong> \u2014 You make them feel like you\u2019re making a difference in their life and the lives of others. This can be related to family, community, cause, religion and more. There is a purpose beyond just the simple exchange of money for services.<\/li>\n<\/ol>\n

    Here are some great tips for providing the best automotive customer experience possible:<\/p>\n

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    Always remember building your customer relationships isn\u2019t going to happen overnight, but it can start today! Mitchell 1\u2019s Social CRM auto repair marketing<\/a> team is always here to help you and provide industry proven tips and recommendations to help your repair shop succeed!<\/p>\n

    Want to learn more about SocialCRM?<\/strong>
    \n    Request a FREE DEMO!<\/a><\/h2>\n

     <\/p>\n

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