112 | Knowledge Base

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Customers should be offered refreshments and shown the way to the waiting area

Make the steps to improve your overall performance.

Why its important to implement

Offering refreshments makes customers feel appreciated, reduces wait time irritation, and helps time pass faster. Small details improve customer satisfaction and NPS scores.

IMPACT

Wait Time Management

Having tea, coffee or other drink can also remove any irritation if the customer perceives that have been waiting for some time or help them be more forgiving and make the time go by faster

Customer Appreciation

Most customers will feel appreciated if they are offered the option of refreshments while waiting for an assessment or picking up their vehicle

Customer Satisfaction Impact

These small details will help to improve customer satisfaction and the business' NPS

Business Impact

Enhances customer satisfaction and NPS, reducing stress in reception areas. Improves retention, referrals, and reputation while minimizing negative experiences that could affect repeat business.

ACTION

Customer satisfaction

Failure to make customers feel welcomed with the offer of refreshments may make any waiting time feel longer and cause irritation, this small offering can reduce overall stress in reception areas and increase customer satisfaction

Overall Business Impact

Offering refreshments directly impacts customer satisfaction and the business NPS score, which affects customer retention and word-of-mouth referrals. Poor customer experience during waiting periods can lead to negative reviews and reduced repeat business, ultimately affecting revenue and business reputation in the competitive automotive repair market

action steps

Train reception staff to offer refreshments to all customers upon arrival. Implement policy with strong internal warnings for non-compliance.

Performance Monitoring and Enforcement

Strong internal warnings if policy not followed once established

Policy Implementation and Staff Training

Implement a policy and train reception staff to offer all customers and work provider assessors refreshments upon arrival or at least when they are asked to take a seat and wait for the VDA or vehicle to be handed over

Related tasks

Milestone:

01: Elevate Your Customer Experience

Customers should be offered refreshments and shown the way to the waiting area

Why its important to implement

Business Impact

action steps

Performance Monitoring and Enforcement

Policy Implementation and Staff Training

Related tasks

Parking and exterior questions?

Reception and Office questions?

All visitors acknowledged when they enter the office even if the reception staff are busy

Customers should be offered refreshments and shown the way to the waiting area

Ensure customer is informed of Wi-Fi availability and password

Ensure all phone calls answered within 4 rings

Customer emails are attended to within 4 hours

Ensure customers are contacted at least 24 hours before the appointment to confirm vehicle drop off

At vehicle drop off the customer is given a repair completion date - they will receive - status update calls - dates updated in the BMS

Serivices - 24 hours emergency towing available

Ensure customers are made aware of any insurance gap and payment method at the time of dropping vehicle off

Explain alternative transport options for customers and display?(Bus, train, taxi, driver)

Services - Loan cars available for customers

Ensure loan cars have appropriate legal agreements in place

Ensure electronic or hardcopy "Pre-Inspection Sheets" noting any old damage completed

Customer vehicles are checked for personal valuable items before the customers leave the premises

Ensure customer drop off form completed and signed by the customer when vehicles are dropped off

BMS used to remind staff fo ensure customer follow up call made and are time-stamped along with simple notes

A clear vehicle scheduling system is in place showing all bookings - Are vehicles scheduled through the workshop prior to drop off

Vehicles are scheduled to be dropped off and delivered evenly throughout the week

Ensure production staff presentable and dressed in company uniforms

Ensure all vehicles detailed inside and out

Make sure brush touching iscompleted where required

Vehicles are quality checked and estimate tasks completed before customer contact

Make sure the work carried out is xplained to the customer

Ensure a customer complaint resolved immediately or within reasonable timeframe

Ensure there is acustomer complaint record and improvement process in place

Ensure the customer is given a vehicle hand over pack when the vehicle is handed over

Ensure all insurance gap payments paid in full and/or any private work with invoice and release forms signed at vehicle handover

When a loan car is supplied, ensure the vehicle is checked for damage and return paperwork completed

Implement sending a customer follow up email after each repair

Ensure all final invoices reviewed before submitting

Ensure there s a customer complaint record and it is analysed for improvements