There are many things that go into running a quick lube business, but there are three key items you should focus on if you want to retain customers. The keys to success include having quality employees, efficiently managing costs of goods and location, and great customer service.
On average, 2/3 of business comes from repeat customers. In today’s competitive marketplace, attracting new customers can be very difficult. It is often easier and less expensive to retain an existing customer than it is to attract a new one. Great customer service is one of the most important factors in retaining customers and is the main differentiating factor across quick lube businesses. There are many options for customers getting their oil changed, but not all places provide great customer service. Keep in mind, every employee at your facility impacts the customer’s experience.
The goal is to have every customer leave with a satisfied experience. However, that is not always the case, so it is useful for your business to think not only of reviews from satisfied customers, but also from dissatisfied customers. Satisfied customers will most likely recommend products and services to family, friends and co-workers. A personal recommendation is one of the most effective forms of advertising and is the least expensive. On the other hand, dissatisfied customers will not return to purchase products or services in the future. They will also share their negative experience with their family, friends and co-works which can negatively impact sales revenues. As an employee at your facility, you influence the satisfaction level of every customer.
Overall, great customer service reinforces your brand and builds trust. You may ask why brands are important? Brands are important because they are recognized, set customer expectations and differentiates you from competitors. By providing great customer service, you create the trust that is needed for your customers to return.
Be sure to check back next month for our blog on how you can deliver great customer service!
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If you own or are thinking of opening a quick lube franchise or oil change facility, we offer the products and services necessary to make your business a success! Whether you’re building from the ground up or rebranding your current store, our specialists can guide you through every step along the way.