Auto Repair Shops: How to Improve Your Customer Service

The auto repair shop business is still thriving and many businessmen and women are making some considerable amount of money from it. However, there are more and more people starting their own service. The competition is higher now than it has ever been before.

How do you run a successful body shop business? The secret is to develop good personal relationships with your customer. A few improvements in customer service can increase customer loyalty for your business. This means clients will keep coming back while referring others to your shop. Here are a few suggestions on how to achieve that.


Make it more convenient for customers to book for appointments. An online booking system is ideal for this. Most of your client’s do not have the time to come and meet you face to face in order to book for services with your repair shop. If you make your service easier to use you can attract and keep customers.

Email Content Marketing

This is another way going digital can help you connect with your customers. Email marketing involves sending periodic newsletters with news about your business. It helps to increase brand recognition as you keep your business in their minds. If you can do this right you can increase customer retention rates.

To do this right, send interesting articles that your customers would love. You may send emails with tips on how to run diagnostics on cars. You can show people useful apps they can use while on the road. Do not send emails that is technical, or something that your clients will have a hard time relating to. You only need to come up with this content once or twice a week. Do not flood your client’s inbox with random messages from your auto repair shop.

Social Marketing

If you have already set up social media accounts on Facebook, Twitter, and Instagram you should learn how to make the most of them. If you haven’t you need to consider setting up a few accounts.

The first rule with social media is that you want the content to be very relevant and relatable. Just like with newsletters, you don’t want to be too technical. Most car owners think of engines, and suspensions only when there is a fault in the car. In other words, you may be tempted to think that these are the things that will captivate your audience on social media, but they probably are not.

Try and post tips and information relating on the experiences car owners go through on a day to day basis. For example, ways to minimize fuel consumption, traffic tips, how and when to change the air filter etc. To a great extent social media is an experiment, especially when you are starting out. Make a point of paying attention to the type of content that is driving engagement.


Customer reviews and testimonials can be useful in providing social proof and reassuring your customers. Ask for reviews from customers who have been in your shop before. Find a way to prominently display the reviews somewhere around your shop where new customers can see. Post them online preferably on the first page of your website.

Customer Service Representatives

To implement the suggestions outlined above you need to set aside time from your schedule. Sometimes this is not possible. You may want to consider getting a customer service representative to help you handle this tasks. Ideally, the CSR should have other skills such as content marketing or some experience with social media. A dedicated CSR can help maintain the consistency of your customer service efforts which is important in establishing trust with your clients.

Written by Marc Laferierre, owner of Dents Unlimited. Dents Unlimited offers the best auto repair in Columbia MO.