One of the most chaotic situations between customers and service advisors arises when it comes to sharing estimates with them. This is because customers fail to understand why all the items mentioned in estimates are necessary for these repairs. To make them understand, you use auto repair estimating software.
Why? Because it helps you give them transparent estimates. Using software to create free auto repair estimates for customers will help you to navigate them properly. For instance, you can attach pictures while digitally inspecting their vehicles
If we wear customers’ shoes and understand their concerns. We will better understand them because vehicle repair comes with unexpected costs.
So that upsets them and they find those costs higher than they’d like to pay for getting their repair work done. Car mechanics know the importance of quality work and parts, but sticker shock can still happen with customers.
Learn amazing techniques to create auto repair estimates for customers that won’t make them skeptical. Let’s roll down!
Why It’s Important to Give Estimates To Customers?
First, let’s know, why giving estimates is important before working directly on customers’ vehicles.
The auto repair business is different and frustrating from any other business because customers won’t take services unless you make them trust you. Otherwise, you will do what all ordinary shops do to sell their repairs “give low quality work in name of discounts”.
That might increase car count but trust me, those customers won’t be ever loyal to you. And you will be on your own in the slow season when you will have to take out rents, pay technicians etc.
To have a better understanding let’s take an example from the restaurant business.
When we go to some restaurant, we see the menu and decide what to eat, and we order food that fits our pocket. Nobody asks the chef or hotel manager to tell the prices of ingredients they will use to cook food.
But things are way too different in the auto repair industry. Before getting repairs, customers want to have a rough idea about the cost of these repairs.
And if technicians do some additional repairs upon their understanding, most customers won’t appreciate the skills. In fact, they will say the problem never existed.
Even you will see them saying “You tried to make money from them, problem never existed”.
How Estimates Should Be Given To Customers?
When customers bring their vehicle to your auto repair shop, if you are shop using old methods then the wait is long for them. Which they obviously HATE the most.
So service advisor will ask the technician to manually inspect the vehicle and meantime he will manually add long 16 digits VINs.
In the meantime, customers are waiting and asking you, again and again, to free them early. Now the waiting time totally depends on the technicians’ ability how fast he can diagnose those problems.
After the technician is done with diagnosing, you take that greasy paper to the customer because you don’t have time to re-write again.
Show Isn’t Over Yet
The game has just begun, it is now make or break time. If SA (Service Advisor) navigates them properly he will understand otherwise he will leave instantly. And that would be a loss.
Customers’ first reaction after seeing estimates is often very intimidating, they panic when they see the cost of repairs. And after that, they ask you their “what & why”. They are afraid you might try to upsell them or take advantage because they don’t know much detail about repairs.
Even if you explain them, most customers don’t understand the mechanics of how the vehicle and all of its parts work. But they still need an answer.
But in a similar situation, if you give estimates to customers using the auto repair estimate tool you will make them understand better. Auto repair estimating software really does wonders.
For instance, While technicians inspects customers’ vehicle they attach pictures and videos of all problem they have diagnosed. This allows you to prove your point to the customer during giving them estimates.
Why Moving To Digital Solution Is A Good Choice?
Keep transparency your TOP PRIORITY. You should be transparent when you give estimates to customers to avoid all the mess that you and customers would face at the time of checkouts.
At times when technicians start working on vehicles, he identifies more issues with them. But wait, you have already given estimates to customers, right?
What do you do next?
Before making any decision you call your customers and ask for their permission to repair that part or not. But that verbal communication holds no value and there is a high chance of misunderstandings.
Even they say yes over call, they will forget next day. And when they come back for receiving back vechicle, they refuse.
This brings in frustration in you as well and there is a high chance you both have a fight because you won’t let him go away like this.
Therefore, I always advise people who work in the auto repair shop to move to digital solutions to save time and avoid misunderstandings and arguments.
Get Estimates Approve With Digital Signatures
Moving forward with the similar situation, in the middle of repairing a vehicle if a technician diagnoses new problems manually.
He can add customer concerns in the repair order, and let them approve new repairs you suggested. You can also stay connected with them through 2-way SMS , all chats will be saved in your repair order. So no chance of misunderstanding.
When you send your customers estimates on their email, they can approve or decline repairs according to their pocket and understanding.
In case, they ask you to create the estimates again… Don’t worry, remember you are working digitally?
You won’t have to make it from scratch, simply edit previous estimates and send them again. He will approve estimates with signatures or over the call. All history is saved in your auto repair estimating software.
Communication Is The Key
There should be some company guidelines that your shop employees need to know. Like telling them they have to greet all customers well, I know repairing jobs is frustrating. But you have to understand the customer’s perspective as well.
Treat them how you treat your friends, family with concern, patience, and empathy. When they speak, pay attention to them. Even if they try to impose their knowledge on you. Listen to them, not with an intention to prove them wrong.
Communication will build trust between you and your customers. They will respect you for your customer service. Try to follow up with them , whenever they need maintenance on their vehicles. Maintain your customer base, and make sure there is no negativity going on from your side to your customers.
