Page 19 - Australasian Paint & Panel Magazine Mar-Apr 2021

• 26 VAN TECH TALK • 28 VAN NEWS • 30 VAN SAFETY • 32 VAN PRODUCTS
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old saying goes “you cannot manage what you do not measure”. Putting measurements in place for you to be able to gauge your customer experience is important and must be done if you really want to improve.
TRAINING
Of course your team is well equipped in repairing cars, they have done years and years of training. You would also be pro- viding ongoing training with new equip- ment, repair methods and processes. Re- member, it is important to place the same value on training your team to de- liver exceptional customer experience. From reading the few Google reviews above you can see that customers would
rarely mention the high-tech equipment used, the accuracy of the repair done or the type of paint that was applied. In- stead, they talk about the experience. Make sure your team is trained and un- derstands your customer experience strategy and values.
IDENTIFY ‘MOMENTS THAT COUNT’
Every business has moments that count. It could be how you handle a complaint. It could be managing the anxiety of a customer who has never had their car repaired before or it could be as simple as the repetitive task of handing a car back to a customer once the repair is completed. You need to identify all the moments that count and ensure that a
system or process is created that aligns with the company’s values and creates an amazing customer experience.
Customer Experience (CX) is an as- pect of the business that is often over- looked. Focus on creating the ‘WOW’ factor and you are guaranteed your busi- ness will benefit.
Ben Fewtrell is the author of the Business Exceleration Blueprint, is a sought-after advisor, speaker, podcast host and traininer. He has mentored and coached hundreds of business owners in dozens of industries, including collision repair. Visit Maxmyprofit.com.au
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