I spend a lot of time talking to auto glass shops during the week, and this week it struck me that one of the most important aspects of selling to Glass.net customers (any customers, for that matter) is the ability to sell and give great service—over the phone or in person. Here are 5 tips I thought of that I hope will be helpful to you:
1. Assume the Sale
The customer is calling you or submitting an online service request because they’re interested in you. Close the deal by making them realize you’re the best option. Help them make the decision by phrasing your questions properly. Instead of asking “Would you like to schedule service?” try “When would you like to schedule service? I have some openings tomorrow or Friday.”
2. Respond Quickly
I think Al’s hammered on this point in this blog, but Internet customers expect speed. When they want to get windshield repair or windshield replacement, they want it *now*. The rule of thumb is call within 5 minutes of receiving a service request and always answer your phone within the first few rings. If you’re understaffed and missing a lot of phone calls or online service requests, it may be time to hire someone to answer the phone and schedule auto glass jobs full-time.
3. Follow Up
If you can’t reach the customer on the first call, leave a message the first time and then call every hour the first day until you reach them (obviously, don’t leave a message each time—the customer won’t appreciate that). People have busy schedules, so work with them. If you don’t reach them the first day, call once a day for the next 3 days before you stop following up. Trust me, this follow up works.
4. Create Word of Mouth
Go out of your way for the customer. Clean their new windshield until it sparkles. Vacuum their car. If you don’t see them in person, leave a tag hanging from their rear-view mirror with a safe drive-away time so they’ll know you’ve been there. Keep in touch with them before their appointment so they’ll know when you’re arriving. We’ve found that customers are incredibly happy when their auto glass repair or replacement goes according to plan, and when one of their friends needs a new windshield, they’ll think of you.
5. Get Customer Ratings
Send out a personal e-mail reminding each customer to submit their Glass.net ratings. Recently one of our partner shops started doing this and the number of ratings increased dramatically. If your installer meets the customer, he or she should ask the customer in person to submit their Glass.net rating. These ratings connect powerfully with shoppers, so the more positive ratings you have, the better you look to potential customers.