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Super Member
Always Ask For Customer Feedback
Heeeyyy Geeks,
I know we all love to make paint shine and remove every spec of dirt in the interior
But are you making sure the customers are satisfied with your experience?
This is a major help, especially if you're just starting off
ALWAYS ASK FOR CUSTOMER FEEDBACK –
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Super Member
Re: Always Ask For Customer Feedback
I only detail for friends and family, but I absolutely do this type of thing anyways. Usually about a week after I'll send a text or something and ask how everything looks, anything they noticed that I need to touch up or that I might have missed...etc.
2016 Accord EXL V6 w/Navi & Sensing - Black/Ivory
2019 Acura RDX A-Spec - Black/Red; 2019 Acura TLX Base 2.4L - MSM/Black
2008 CRV EX - Black/Black 2003 Accord EX V6 - Black/Tan
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Super Member
Re: Always Ask For Customer Feedback
Great tips. My boss always says "Problems are golden" meaning knowing a problem exist allows you to correct and learn from it.
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Super Member
Re: Always Ask For Customer Feedback
Originally Posted by wdmaccord
I only detail for friends and family, but I absolutely do this type of thing anyways. Usually about a week after I'll send a text or something and ask how everything looks, anything they noticed that I need to touch up or that I might have missed...etc.
i think a week is a bit too long.. at that point, whatever area/mistake you may have done.. the customer already fussed, complained, made a decision about you, and may not call you again
obviously it's a case by case scenario.. i personally would keep it at a 3-day max
Originally Posted by Angus
Great tips. My boss always says "Problems are golden" meaning knowing a problem exist allows you to correct and learn from it.
YEP! he's exactly right... customer service is soooooo important
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Super Member
Re: Always Ask For Customer Feedback
Originally Posted by thebamboo23
i think a week is a bit too long.. at that point, whatever area/mistake you may have done.. the customer already fussed, complained, made a decision about you, and may not call you again
obviously it's a case by case scenario.. i personally would keep it at a 3-day max
Again, for me, it's just friends and family. They usually aren't afraid to tell me about any gripes, and at this point I really only have a handful of people and I do their cars twice per year (about all I can handle as I do like some free weekends here and there). Please read my comment as: "even for friends and/or family you should be following up"
I agree, though, if it was a regular business for me, I'd be checking in the next day.
2016 Accord EXL V6 w/Navi & Sensing - Black/Ivory
2019 Acura RDX A-Spec - Black/Red; 2019 Acura TLX Base 2.4L - MSM/Black
2008 CRV EX - Black/Black 2003 Accord EX V6 - Black/Tan
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Super Member
Re: Always Ask For Customer Feedback
Originally Posted by wdmaccord
Again, for me, it's just friends and family. They usually aren't afraid to tell me about any gripes, and at this point I really only have a handful of people and I do their cars twice per year (about all I can handle as I do like some free weekends here and there). Please read my comment as: "even for friends and/or family you should be following up"
I agree, though, if it was a regular business for me, I'd be checking in the next day.
haha yeah, I understood everything you said.. I was talking for future people who read and say "ohh.. okay, i'll wait a week"
all clear here
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Super Member
Re: Always Ask For Customer Feedback
I have a signature line for them to sign stating they are "satisfied with the service performed as outlined above" on my post service inspection form. I will send them a follow up / thank you postcard either via e-mail or regular mail within 3 days asking them to send feedback if they wish and to please contact me if they find any overlooked issues.
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Super Member
Re: Always Ask For Customer Feedback
Originally Posted by Firehouse Mike
I have a signature line for them to sign stating they are "satisfied with the service performed as outlined above" on my post service inspection form. I will send them a follow up / thank you postcard either via e-mail or regular mail within 3 days asking them to send feedback if they wish and to please contact me if they find any overlooked issues.
I'm not only referring to the actual detail.. I mean the entire experience from the first initial message/phone call all the way up to getting paid
I want to know if I was quick with my responses, if they wanted me to call call them halfway through the detail to give them updates, etc
at least that's the level of customer satisfaction/experience I strive for
IMO of course
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Super Member
Originally Posted by Firehouse Mike
I have a signature line for them to sign stating they are "satisfied with the service performed as outlined above" on my post service inspection form. I will send them a follow up / thank you postcard either via e-mail or regular mail within 3 days asking them to send feedback if they wish and to please contact me if they find any overlooked issues.
Awesome response.
I may consider a simple thank you card.
CURRENT: Happily Retired
PAST: Owner at Clean N' Shiny, Chicago Auto Pros
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Super Member
Re: Always Ask For Customer Feedback
Originally Posted by thebamboo23
I'm not only referring to the actual detail.. I mean the entire experience from the first initial message/phone call all the way up to getting paid
I want to know if I was quick with my responses, if they wanted me to call call them halfway through the detail to give them updates, etc
at least that's the level of customer satisfaction/experience I strive for
IMO of course
And that a great attitude to have. Customers will ALWAYS remember how you made them feel. If they felt comfortable with you and they felt good about the whole experience- they will come back over and over. At least thats the idea
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