There are many important aspects to consider if you want to be a successful service-based business in the modern era. While your customers have a list of cell phone repair shops to choose from, the one thing that will bring them to your shop is exceptional customer service.
So, how can your cell phone repair business stand out from the competition?
The other repair shops in your area will be using more or less the same repair shop management software. They are likely even using similar spare parts and techniques to repair cell phones. But what they might not be doing – is listening to the customers.Â
In this post, we dive into the tips and tricks you can use to elevate the customer service at your repair shop.
Know Your Cell Phone Repair Market
First things first, you need to be well aware of where you stand. This includes your repair shop’s position in the market as well as the market’s expectations. A thorough market research will allow you to understand how much customers are willing to pay. Knowing your customers allows you to set the right profit margins for your products and services.
Moreover, the average number of customers you will receive demonstrates the growth potential of your repair business. Therefore, you need to identify your target audience and be on the lookout for new market opportunities. Once you know what your customers are looking for, you will already be one step ahead of the competition.
Keep Learning and Improving
It’s one thing to have technical knowledge and education to run a cell phone repair shop. But once you have familiarized yourself with cell phone model numbers, brands, and operating systems, you still have a lot of learning left to do. With 6.92 billion people using smartphones, the number of problems they might encounter with their devices is tenfold.
That means your current skillset in cell phone repairs won’t be very useful the next year. You will need advanced software repair techniques and incorporate next-gen diagnostic tools to identify problems in form and function. The key is to be prepared for anything a customer might bring to your counter. In terms of customer service, you should never have to say no to a repair job.
Sell Your Trust First and Then Your Service
Businesses grow on the basis of long-term customer relationships. And these can only be formed when your customers begin to trust you. Instead of focusing on promoting your repair services, which are similar to the other repair shops in the area, you need to look for ways to build trust.
When it comes to building trust, the first thing that comes to mind is strong communication. For instance, when a customer asks for a quote, you should be able to provide an accurate and transparent price. This depends on how you conduct the conversation. If you don’t know the condition of their device and provide an estimate, it gives them the impression that your pricing is not transparent.
Communication is Key
Ask for their device details, the make, and model of their device, and then proceed from there. The next step is to make their waiting period more convenient. As we all know, smartphones are an important part of our lives. So when your customer has entrusted you with their device, you need to provide them with regular updates on the repair process.
In this regard, RepairDesk’s ticket management system helps you keep track of repairs and send email notifications to customers to keep them informed. That way, they don’t have to inquire or worry about the repair order.
Set Realistic Expectations
Moving forward, let’s address another important aspect of customer service – expectations. Customer expectations are just as crucial as business expectations. Even when you are meeting your business objectives, you might not be addressing the real need of your customer.
Just like providing real-time insights into cell phone repair orders, you also need to make sure your customers know what they will get for their dollar. Based on the market research you conducted and the target audience you identified, you need to develop quality standards for your customers.
If you’re not offering a given service, don’t market it. The last thing your customers want is to visit your repair shop and find out that you’re not offering what they were initially looking for.
Honesty and Urgency is Key
You might be thinking that these are two different things. Yes, they are. But they are both equally important. Creating urgency is an age-old hack to get your customers to spend their money. In the prospect of cell phone repair businesses, you can offer discounts on repairs, and accessories, and also offer loyalty points.
Loyalty programs provide an incentive for customers to choose your repair shop over the others and also build trust. That being said, none of this can work without honesty. That is why honesty and urgency need to work together.Â
You need to make sure that whatever you are offering is true and that your customers are actually rewarded for their loyalty.
Get on the Right Track with RepairDesk
Providing the best customer service requires you to have the right tools and measures in place. You can rest assured as RepairDesk has got you covered! The number 1 cell phone repair shop management software allows you to automate repair ticket management, inventory, invoicing, and payments so you can sit back and watch your business grow. Having complete oversight of your employees and operations, you no longer face the hassle of manual record keeping.
