Opening amachine shop is an important step for those with technical skills and a passion for engines. However, today the effective customer management is just as crucial as the quality of the service offered. A mechanical workshop is not only based on technical skills, but also on the ability to build trusting relationships with customers.
To acquire new customers and retain current ones, building a solid reputation in the mechanical engineering sector, it is important to provide an experience based on transparency, customisation e professional feedback management. These are three fundamental pillars for building a successful and lasting business.
To work in the automotive field, it is also essential to have a solid professional background behind you. The ITS Academy I offer vocational courses in the sector, structured to provide students with all the skills they need to quickly enter the world of work. The ITS Technician Automotive Service course is designed to provide comprehensive training in vehicle maintenance and repair, integrating advanced technical skills with a focus on customer reception and after-sales services. The programme includes modules dedicated to customer experience management, from reception to after-sales service, and prepares multi-faceted professionals ready to meet the needs of the automotive industry.
3 key points for managing customers in a machine shop
When you decide to open a machine shop, one of the most important aspects is to establish a relationship of trust with your customers. The transparency is the foundation of this relationship. This means clearly communicate the work needed, i costs and the times provided to avoid misunderstandings and demonstrate professionalism.
Providing a quote accurate is one of the best ways to establish a relationship of trust. It is important to include in the quote a precise description of the parts to be replacedthe costs of the labour and a possible list of possible future interventions. During the repair process, it may also be useful to update the customer on progress, especially if unforeseen problems arise that could affect the initial estimate.
A second key point to distinguish your business from your competitors is to focus on anpersonalised assistance. This means going beyond mere technical intervention and offering aexperience that meets the specific needs of each customer. Remembering personal details helps create a stronger connection and long-term loyalty.
Offering small extras can make all the difference, for example a free wash at the end of a repair or free check-ups after a certain number of interventions. These additional services not only enhance the customer experience, but also entice them to return and speak positively about your workshop.
La professional handling of reviews and feedback is another necessary point today, in a digital age where online reviews can make all the difference to the success of a machine shop. When thinking about opening a machine shop, do not underestimate the importance of managing customer opinions, whether positive or negative.
After successfully completing an intervention, encourage your customers to leave a review on major sites such as Google My Business, Facebook or specialised portals. The positive reviews can significantly influence the choice of new customers, especially in an industry where word-of-mouth is still very important. However, the negative reviews are unavoidable in any business, but the difference lies in the management. It is important not to ignore them, but to respond in a professional manner to try to solve the problem with the customer, showing that you are willing to listen to criticism and turn a potential negative situation into an opportunity.
In addition to online reviews, it can be useful to ask customers directly for feedback on the services offered within the business. A short questionnaire can help you understand where you can improve and identify the strengths of your workshop.
Author of the article
ITS MOVE - Editor
