Continuing the theme of delivering excellent client service, we are going to focus on professionalism. Our industry has historically had a less-than-stellar reputation for being professional–we are often seen as being dirty, greasy, and messy. The need for professionalism has also increased with the increase of technology in vehicles. The public perception of our staff is more critical today than ever! Let’s dig into some things you can do to increase your professionalism, client confidence, and your bottom line.
Phone Etiquette: Most of the time, our first contact with a client is via the phone. That is why phone etiquette and training are critical pieces of your service to focus on.
- First impressions make a huge difference – every staff member who answers the phone should use the exact same greeting – and always with a smile. Smiles can be perceived through the phone, creating a positive and welcoming impression.
- When you use a clear and slower-paced greeting when answering the phone, it sets the tone for the call and lets the person on the other end know that your focus is on them and that they are important to you. One-word greetings or mumbling through the “greeting” gives the impression that you are too busy to care about a client’s concern and begin the conversation on a sour note.
- Ensure you introduce yourself and ask the caller what their name is as well. Using their name throughout the conversation is also a great way to show you are paying attention and actively listening.
- Do your absolute best to minimize hold times. If you anticipate a hold time, ask for their contact information and call them back. Be honest and tell them you must research their request or that the person they need to speak with is unavailable, but ensure you call them back!
- Be prepared when you call a client. Ensure you have all the information for the conversation about their vehicle. You know they will have questions, and being as ready for them as possible will add to the feeling that they are valued.
In-Person Etiquette & Staff Appearance:
- In addition to the items above for phone calls, making eye contact and smiling at clients when they enter your facility is a high priority for every staff member. Making eye contact and smiling, even when on the phone, ensures the client feels acknowledged and valued.
- Every staff member should practice good hygiene and wear clean clothing free of rips and wrinkles.
- Even with a near-zero budget, having your staff in uniform conveys professionalism. A uniform could be as simple as solid color t-shirts the color of your logo or as sophisticated as dress shirts and slacks for front-of-house and branded uniforms for the back-of-house staff.
- Name tags or name patches are a plus! Clients being able to identify which staff member they are speaking to adds to the relationship you are building with them.
Finally, whether on the phone or in person, never end a conversation with a client without asking if they have any questions. You always want your clients to feel heard and educated.
Knowing these things is great but training your staff and ensuring they follow them are essential. I recommend taking it further and writing a company policy on this. Some of these things may seem unimportant, but the devil IS in the details!
