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6 Tips for Improving Customer Service in the Auto Repair Industry

When it comes to automotive customer satisfaction, it’s not just about the quality of the repair you do. It’s about the service you provide customers from the moment they walk in the door to the moment you hand them back their keys.

In the 2018 Future of Automotive Retail Survey, most consumers said they were more influenced by their car repair experience than their car buying experience. Apart from making customers happy, great customer service can result in:
• Customers who trust your business
• Better online reviews and more social media mentions
• Repeat business and referrals

To improve service at your shop and gain customers in the automotive repair business, keep these six tips in mind:

1. Make a great first impression: Automotive customers who come into your shop with car problems are typically not thrilled to be there. They might be stressed, frustrated, or in a hurry to get their car back on the road. Put them at ease by greeting them with a smile and a friendly tone and ask them how you can help.

You should treat your customers like you would a friend, helping them relax by being patient and empathetic. Don’t make them wait to be greeted and make them feel comfortable by keeping the lobby clean and tidy.

2. Be an active listener: Some customers may want to explain every weird noise or vehicle action in detail. Although you may not want to, take the time to listen to them. Not only can the customer possibly clue you into what the problem is, but you make the customer feel heard, respected, and validated in the process.

Make sure to look each customer in the eye while presenting positive body language to convey you’re listening and understanding, like a head nod. When you respond, summarize their questions or concerns during your answer to demonstrate you’ve listened to them and understand what they’re saying.

3. Appear professional: Physical appearance can impact the way you do your job and how customers view you. According to “Inc.,” apparel matters because our brains process information through “thin-slicing.” Thin-slicing is taking in details and making quick judgements because of them.

Make sure you and your team are dressed in professional auto repair uniforms when on the clock. They provide your crew with a sense of cohesion and let your customers know you take the job seriously.

4. Explain in layman’s terms: Modern cars are complicated, do your best not to confuse your customer. After a diagnosis, explain the problem in terms your customer will understand without speaking down to them. Today’s consumers are quick to spot a scam, so don’t try to use a bunch of big words to confuse them into buying something they don’t need.

Clearly and concisely describe what repairs are needed while explaining the process to complete each repair. Remember, most people don’t have money to throw at car repairs so make sure you walk customers through options at different price points. If the customer is on the fence about the repairs, you might also want to explain what may happen if the problem is not fixed.

5. Communicate: Many people rely on their vehicle to go about their daily lives. When their vehicle is out of commission, they deserve to know when it will be back up and running. This means they should receive an accurate estimate of the time the job will take before they leave their car with you along with updates throughout the process.

Whatever form of communication channels you use, make sure someone is available to respond in case a customer has a question. It’s smart to set up notifications so someone on your team can get back to customer messages quickly. A report by Convince & Convert found 42% of customers contacting a brand on social media expect a response within 60 minutes.

6. Pay attention to feedback: One easy way to improve customer service at auto repair shops is to pay attention to what customers are saying. Not all your customers will go directly to you with feedback. Be sure to monitor reviews on sites like Facebook, Google My Business, or Yelp and share them with your team so they can improve on customer service.

Responding to reviews should be part of your customer service strategy, too. A great response can turn a customer you lost into one who comes back. In some cases, the angry reviewer will even remove or edit their bad review after you reach out to them. Plus, Google says responding to reviews can have a positive impact on your shop’s local search results.

Make Customer Service a Priority at Your Auto Repair Shop

The auto repair industry is just as much about people as it is about vehicles. Make a great first impression with a friendly greeting and professional attire. Listen to clients and explain repairs in terms they’ll understand. Be proactive with communication and keep an eye on how customers are talking about you online. Use these tips to make everyone on your team a customer service expert and create customers for life.

For more information on outfitting your team in innovative, professional automotive uniforms, take a look at our automotive uniforms page or contact us directly.

How To Tips
How to Stay Cool While Working Outside in the Summer

Best Ways to Stay Cool & Safe While Working Outside in the Heat

Summers in many parts of the country are just plain brutal. Hot temperatures and high levels of humidity can make it extremely difficult to do your job safely and efficiently when working outside for long periods of time. Plus, spending lots of time in the sun can lead to sunburn, skin damage, or worse. Without the right protection and information, it can add up to a dangerous day on the job. Use the five tips below to stay cool and safe while working outside in the heat of summer.

Stay Hydrated

One of the most important things you can do when working outside in the summer heat is stay hydrated. Battling hot temperatures while sweating for prolonged periods of time without drinking enough fluids can lead to heat injury, including cramps, heat exhaustion, and heat stroke according to the Mayo Clinic. What’s more, repeated dehydration can lead to more serious complications like “urinary tract infections, kidney stones, and even kidney failure.” To be safe, WebMD recommends women drink at least 91 ounces of water or 11 cups a day while men should drink at least 125 ounces or 15 cups of water a day.

Know the Signs of Heat Exhaustion

While staying hydrated will greatly decrease your risk of heat exhaustion, you should still know the warning signs as heat exhaustion has a tendency to sneak up on you. The Mayo Clinic says you should be on the lookout for symptoms such as dizziness, faintness, muscle cramps, or cool, moist skin with goosebumps when in the heat. When any of these signs show up, you should stop work immediately, move somewhere shaded, and drink lots of cool water or sports drinks.

Keep Covered

The next thing you should do when working in the heat of summer is keep your skin covered. Using a combination of sunscreen and sun-shielding clothing, you can help to avoid sunburn and the other negative things that come along with prolonged sun exposure. You’ll want to look for loose-fitting, bright or light-colored clothing with long sleeves and densely-woven fibers, our Pro Airflow Work Shirt is a great option. For even more protection, opt for a work shirt with built-in UPF protection, like our Enhanced Visibility Work Shirt. Take a look at our article on the importance of UPF protection for more information on clothes that keep you cool in hot weather.

Avoid Caffeine

Next, if it’s going to be excessively hot outside, you’ll want to avoid drinking anything with caffeine or alcohol in it. These kinds of drinks can accelerate dehydration by making it difficult for you to monitor the warning signs and less likely to rehydrate regularly. You’ll especially want to avoid energy drinks as these drinks usually contain quite a lot of caffeine.

Eat Light Meals

The last thing you should know before spending your day working in the summer heat is what foods to eat. According to WebMD, 80% of your body’s hydration comes from what you drink while the other 20% comes from what you eat. This means that to stay as hydrated as possible, those working in hot weather should eat light foods like leafy greens, melons, berries, soup, and celery. These foods are capable of delivering the most water to your body without making you tired.

If you’re going to be spending a lot of time working outside in the heat this summer, you need to know how to stay safe and protected. Use the tips above to do just that, while also increasing your efficiency on the job during the warmer months of the year. For more ways to stay cool and comfortable, take a look at our collection of MIMIX work clothing featuring flex panels and added breathability.

How To Tips
How to Remove Cooking Oil Stains from Workwear

Whether you’re searing a nice steak or frying up French fries, there’s always the possibility of catching a bit of flying oil on your clothes while working in a kitchen. When this happens, don’t worry, you can easily remove cooking and olive oil from fabric to return your workwear back to a like-new state.

Simply using a few items from around the house, a little effort, and a small amount of time, you’ll be able to forget you even had a stain in the first place. Keep on reading to learn a variety of methods to remove cooking oil stains from clothing using various household items:

1. Removing Cooking Oil Stains with Baking Soda or Cornstarch

This method uses items you usually have in your kitchen cupboard or fridge, but it works best if you can do it immediately after spilling the oil. This is because both baking soda and cornstarch will work to extract the oil from the clothing and absorb it. So, if you're still in the kitchen and notice a fresh stain, grab a box of baking soda or cornstarch and complete the following steps:

Materials:

• Baking soda or cornstarch
• A scrubbing tool (toothbrush, nylon sponge, etc.)

Steps:

1. Soak up as much oil as you can with a napkin or paper towel.
2. Apply the baking soda or cornstarch.
3. Scrub the stain with the brush.
4. Rinse the stain with water.

5. Repeat if necessary.
6. Let it air dry.

If there's still a stain after drying, try one of the following methods.

2. Removing Cooking Oil Stains with Liquid Laundry Detergent

Laundry detergent and a bit of patience are all you’ll need to get the stain out with this method. You’ll apply the detergent directly to the stain to make it more effective than if you just threw it in the washer. Here's how it’s done:

Materials:

• Liquid laundry detergent

Steps:

1. Apply the laundry detergent liberally and directly to the stain.
2. Let it sit for 6 to 10 minutes, don’t let the soap dry .
3. Toss the garment in the washer, but remember where the stain is after doing so (it may be hard to spot when the fabric is wet).
4. Wash the garment in the hottest water the fabric can take (check the garment’s tag to be sure).
5. Let air dry.

3. Removing Cooking Oil Stains with Liquid Dish Soap and Baking Soda

Grease-fighting liquid dish soaps are great at breaking down grease stains in clothing, but make sure to use one that doesn’t have any added lotions or aloe. Combine the soap with baking soda to break the stain down and extract it from your clothing. Read on to learn how to do it:

Materials:

• Liquid dish soap
• Baking soda

Steps:

1. Sprinkle on enough baking soda to cover the stain.
2. Soak both the baking soda and stain in dish soap.

3. Allow it to penetrate for about 5 minutes, don't let it dry.
4. Wash the clothing using the hottest temperature the fabric allows.
5. Let the garment air-dry.

4. Removing Cooking Oil Stains with WD-40

You know that blue and yellow can you use to silence squeaks in both your car and your house? Well, it can also be used to break down your cooking oil stain before it goes in the wash. So, grab that can of WD-40 and a few other items to get that stain out for good:

Materials:

• WD-40 spray
• Small piece of cardboard
• Liquid dish soap
• Baking soda
• Cleaning brush such as an old toothbrush
• Small bowl and Q-tips (for small stains only)

Steps:

1. Place the garment on a work surface and put cardboard between the stain and the second layer to prevent the WD-40 from leaking through.
2. Apply the WD-40 to the stain using a small amount at first (use a small bowl and a Q-tip for small stains).
3. Sprinkle baking soda over the WD-40 area and scrub it with a toothbrush.
4. When you see the clumps form, dump or brush off the baking soda and re-apply more (repeat this step until no more clumps appear).
5. Apply a layer of liquid dish soap to the stain using your finger or a Q-tip.
6. Wash the clothing in the washer using the hottest water the fabric allows.
7. Check to make sure the stain is gone (repeat steps if necessary).

8. Dry like normal.

If you’ve ever worked in a professional kitchen setting, you know it’s difficult to avoid flying grease and oil from staining your workwear. While it’s best to get the stain out before it dries and sets, who has time to deal with stains while you’re working on the line? Luckily, using just a few household items and a little effort, you can remove those unsightly oil stains with ease. But what if stain removal was as easy as throwing your workwear in the wash?

Say Goodbye to Stains with a Wash

Red Kap’s line of Food Services & Culinary workwear sports a stain release finish to keep stains from penetrating deep into the fibers. This means most stains can be cleaned in a normal wash cycle while more set-in stains only require a small amount of prep. With Red Kap’s culinary workwear, you can stop worrying about keeping your workwear looking presentable and focus on getting the job done right.

 

 

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