‘Sell the Problem you solve, not the product’.
You’ll find this phrase said by sales strategists all over the world as they explain the importance of psychology in any repair business. This statement is catchy, and 100% true. Customers visit your shop to find a solution to their problems, not to see the advertisements for irrelevant things. Your repair store may have a variety of amazing products, but if your customer interaction is unworthy, unhelpful, or unreliable, they’ll choose someone else over you.
Your team has invested in products, sales staff, and in the checkout process to put your customers first. Yet when you see the score you earned for customer experience; your spirits drop. It is because your customers today have high standards, and if your business can’t meet them, you’ll lose customers to your competitors. That’s one big reason why investing in every customer interaction is key to long-term success.
But what does it mean to make every customer interaction FANTASTIC, and how can you ensure that every customer has a great experience with your repair shop when they reach out for help?
Let us discuss some psychological tips and tricks that you can use to put your customer service at the top of the game in the repair industry.
Be Empathetic: Use “We” instead of “You”.
When someone walks into your repair store, and your sales representative approaches them to know their issue, always use “we” rather than “you”.
Let’s say, for instance, you’re assisting a customer in backing up their device for the first time. It would be best if you said, “First we need to login to your laptop” rather than “you need to login into your account”. It is a subtle difference, but it makes the customer feel like you are invested in the solution to their problem. It makes them feel like you’re tackling the problem together, rather than instructing them on how to do it alone.
The scenario mentioned above is really helpful if someone is already pissed or annoyed about something. Showing empathy on the spot is critical to strike a connection with the customer. You should listen to their problem carefully and validate their emotional state. One way to do this is to use empathy statements, and here are some examples of how to use them:
“We appreciate your patience.”
“We understand your frustration.”
“Thank you for taking the time to visit us today.”
“You are right.”
“I’d feel the same if I was in your position.”
If someone revisits your store, you must have their details in hand to know their past purchases and guide them accordingly. RepairDesk’s iPad POS Register app serves this purpose. Search via customer name in a few seconds and deliver a personalized experience.
Leverage the Halo Effect
The Halo Effect is the outcome of our feelings and thoughts towards something or someone. It creates either a positive or negative review based on our first impressions or judgements.
What does that mean in terms of customer interaction? Creating a positive impression during an initial interaction is crucial. It’s because unfortunately, negative impressions create a much stronger, longer-lasting impressions if they dislike their chosen repair services.
To prevent this, and to build a pool of satisfied customers, you need to work closely with what they want and how they feel about your service. When customers have great experiences with you, it helps cast a heavenly halo glow around your products and repair services in their eyes. This halo forms brand loyalty and leads people to spread word of mouth about your fantastic services.
Create Goodwill: It costs nothing.
Respond to Every Query
When you proactively respond to all queries made by customers, you give them an open environment to resolve any issues and answer any questions. It is an excellent way to leave a positive impact, build trust, loyalty, and to gain their support.
Just say, “I would be happy to help you with this” as soon as you receive a customer query.
One easy and perfect way to accomplish it is having a list of automated responses for each scenario. RepairDesk allows you to set up emails and SMS replies to your customers. Choose from them or create a custom one. And luckily, it is all FREE in the first 14 days of your trial.
Refrain from not replying or trying to “wing it” to prevent negative experiences from happening. There’ll be negative scenarios as well. But, be transparent with what you know and eager to find out what you can do to make things better.
Sometimes, it is just a matter of misunderstandings that you can solve merely by listening to them. It applies to both online and offline customer interactions.
Focus on Quality Rather than Speed
’15 minutes in paradise are better than 5 minutes in hell.’
When it comes to customer expectations, we all want to “get out” quickly and get back to our lives after getting our things repaired. Generally speaking, just about the only time customers are going to contact you is when they need help, so it is up to you how fast you take where they’d like to be.
Research shows that customers become more satisfied if the service provided feels “complete” and friendly, rather than quick. The #1 reason customers would abandon some brands is due to poor quality and rude customer interaction, which are cited 18% more often than “slow or untimely service.”
There’s no doubt that timely service is important, but customers are much more likely to remember your repair shop if you went above and beyond to solve their problems.
“Good customer service costs less than bad customer service.” Sally Gronow
Work on Customer Feedback
How can you know what your customers need without asking them? How can you assess your customer interactions without having a response?
That’s why it’s essential to create feedback loops for every customer. If you keep your ear to the ground, you’ll hear customers telling you exactly what they want.
Ask customers, “How are you finding your latest purchase with us?” or “Are you satisfied with the repair service provided?” Asking questions, like this one, lets customers know you value and respect them.
Just a few words can show a willingness to help. Do not ignore their confused looks and puzzled expressions. Extend a hand and help. Let customers know that their happiness with your products and services matter to your small business.
Just like your customers are your priority, our awesome customers are our family too. At RepairDesk, we are listening to customer suggestions, and continuously striving to provide you all with the best features. Leave the complex tasks on RepairDesk, and focus on making every customer interaction, a FANTASTIC one!