What are the current problems of auto repair enterprises?

At present, there are various problems in automobile maintenance enterprises. Bian Xiao summed up the following main problems:

(1) Customer management issues

Many auto repair companies are waiting for the arrival of customers, and many companies don't know how customers come. For the tourists, there is no careful analysis of the reasons. Anyway, the client came voluntarily. I just need to fix the car. There are not a few such enterprises.

Many maintenance companies simply do not pay attention to customer information, mainly in the following aspects:

1. The enterprise does not have a complete list of customer information.

Some bosses say that I have customer information, and the contact information of all customers is in my mobile phone. Is there such a boss? There must be. The boss has customer contact information, which is generally not easy to use. And the boss has no time to personally do the specific work of excavating customer value.

2. There is no awareness of actively contacting customers and tracking customers.

Some enterprises pay more attention to customer information and have a standardized list of customer information, but they don't know how to use it. Customer information is in the enterprise, and no one wants to use it to create benefits for the enterprise. Like which client should I contact? Which customers' cars need maintenance? These jobs should be taken care of by specialized service personnel.

3. There is no fixed return visit system. There are two main types of return visits of maintenance enterprises: one is maintenance return visit, and the other is maintenance reminder return visit.

Let's talk about maintenance visits first. Customers come to your repair shop for repair. You have to pay a return visit to the customer within 10 days: How about the repaired car? Is there anything unusual? Are you satisfied with our service attitude? Do you have any good suggestions for our work? Wait a minute. Compared with not paying a return visit, the customer's feelings are definitely different. After your return visit, the customer will immediately say from the heart: well, this repair shop is really good. I fixed the car. They are very responsible and take the initiative to call me back. Customers will feel warm. They think your repair shop is very formal and responsible. He will make a decision: the next time he repairs a car, he will find this garage.

Let's talk about service reminders. No matter what maintenance projects customers have done here, you should write down how many miles you have run now. At the same time, ask the customer: How many kilometers do you run a month? You should roughly calculate when the car will be repaired. When it is about to be repaired, you call the customer to remind him: "Hello, Manager Zhang, I am from the repair shop, and I am your customer service specialist. According to the record of the last maintenance, your car was maintained when it needed 1 km, and it is estimated that it will be maintained soon, which is 100 km away from our factory! And a big package for you ... "

With the introduction and reminder of the customer service specialist, customers can come to your repair shop for maintenance. The client didn't come, but he did. This is income generation.

4. Master customer information, but don't classify customers.

Did the boss say that customers need to be classified? The answer is: customers must be classified. Different customers should be treated differently. For high-quality customers, we should make more efforts, pay more attention to care and invest more. For example, if you receive a customer, you will find that the customer is the leader of the team. You must pay attention, because he is likely to become your big customer. Similarly, there should be some small preferential measures for family customers. (There are many ways to reflect the customer category: customer category, member category, customer loyalty and active status can be seen at a glance)

5. There is no regular and systematic care for customers.

Some garage owners also send text messages to some customers during the Spring Festival, but it is very accidental. Do it when you remember it, and forget it when you don't remember it. Maintenance enterprises must arrange special personnel to do this and stick to it for a long time. Don't underestimate this greeting message. The customer will think that your company knows how to be grateful, that your company has human feelings, and that he will think of you when he repairs the car.

(2) No image, no face

We know that the garage handles cars and sludge all day. Many repairmen have oily images. The customer doesn't want the mechanic to enter the cab because he is worried that you might dirty the seat cover. Customers can associate the image of the repairman with the image of the enterprise. In fact, if an enterprise wants to change this image, it won't cost a few dollars. Thousands of small repair shops can solve this problem and develop tooling management systems.

Some repair shops do not take the initiative to bill customers after repair. When customers want invoices, enterprises will find excuses not to give them. Customers will be very unhappy. He will think that your enterprise is incompetent and irregular. Customers have no desire for subsequent consumption. Although he only spent one or two hundred yuan this time, he won't come to you when his car needs overhaul. Customers are quietly losing.

Some repair shops give handwritten maintenance documents, and the words written on the maintenance documents are crooked. This leads to low customer trust, and it is difficult to attract customers to spend again.

The above problems lead to many low-end customers and low profit rate of maintenance enterprises.

There are other repair shops. When they come to repair the car, they just quote and experience it. Customers think you have no standards. He always wants to know if he was killed. This makes bargaining easier and reduces your profit. When we went shopping, we basically gave up the idea of bargaining when we saw the marked price of the goods. Even if the counter-offer was not enough, he soon gave up "resistance" Therefore, even the quotation posted on the wall will be much better. If you have computer management, you can give customers accurate quotations, and customers will definitely have different feelings. It can not only improve the level of enterprises, but also reduce customer bargaining.

(3) The boss works for employees, and the boss is held by employees.

Many bosses are afraid of celebrating the Spring Festival. Why? Because employees resign every year during the holidays, newcomers can't get it. We found that the wages of warehouse keepers in many enterprises are very high. The warehouse keeper should be familiar with the vehicle model and the applicable model of each part. Therefore, the warehouse keeper is irreplaceable.

In fact, after the introduction of computer management, auto parts and auto repair enterprises will not have these problems. As soon as you check the computer, you will know which warehouse, which shelf and which grid the accessories are in. It can't be wrong. We can also introduce barcode management. After a batch of spare parts comes in, print bar code labels and stick them on the outer packaging of spare parts. Once scanned with a scanning gun, you can know what parts it is and what model it is suitable for. Simple operation, never making mistakes. In this way, the technical content of the warehouse keeper is not so high, and the sense of substitution is also very strong. (Bar code, position management, out-of-stock arrival management, inventory turnover, inventory management)

Let's look at the repairman's performance statistics. There are several repairmen in this enterprise. There are no statistics about who has done how much work. Some enterprises use manual statistics, which is not only troublesome, time-consuming and inaccurate. Some enterprises have several stacks of books and bookkeepers, which wastes a lot of labor costs! In fact, for these large, simple and repetitive tasks, computers are the most efficient. The computer automatically keeps accounts in one or two seconds, which is equivalent to the bookkeeper working for several days. (Front desk reception, workers' performance statistics, output value, profit rate, cash and accounts receivable are clear at a glance)

(4) There is not enough thinking about tapping the lifelong value of customers.

What is the lifetime value of customers? For example, Zhang San often goes to hotels to spend money. If you spend money in 500 yuan every time, you will go to this hotel 12 times a year, and it will cost 6000 yuan a year. According to the calculation of 20 years, the lifetime value of Zhang San's customers is 6.5438+0.2 million yuan.

If the waiter offended Zhang San, Zhang San would not go to the hotel. Let's calculate how much the hotel lost. Obviously, what he lost was definitely not 500 yuan for a meal, but120,000! A short-sighted boss will say, What's the big deal if you don't eat here? I have many clients! What will happen to the enterprise after a long time? In this way, the enterprise unconsciously went downhill.

So the owner of our garage should keep a clear head. If you give up a customer, how much money will you give up? Take Audi as an example: the average maintenance cost of a customer is 800 yuan. Running 30 thousand kilometers a year needs maintenance six times. Customer 10 years lifetime value is 48,000 yuan. If you offend your customers because of poor service, you will lose their lifetime value of 48,000 yuan. On the contrary, if we keep a customer, it will increase our sales income by 48,000 yuan.

I believe: everyone here must be a car representative.

The owner of the Sky Store has been over 10 years. If you served and maintained your customers well in 10, how many customers will there be now? How much wealth and benefits these customers can bring to you! If 200 regular customers are added every year, 10 will add 2,000 regular customers. If each customer spends 5000 yuan a year, your annual sales income will exceed 654.38+million, which is enough for sustainable development!

(5) Five-star customer service standard

Is there a star standard for customer service? Yes! There are standards. As we all know, there are five-star, four-star, three-star, two-star and one-star hotels. Similarly, our auto repair industry is divided into five-star standards.

Let's look at the one-star service standard first. The standard of one-star service is: answer all questions. Customers repair cars here. If he has any questions about his car in the future, he can call you for advice. Can you answer every question? For example, if the car emits black smoke, he will call you for advice. Can your employees answer honestly and responsibly? I believe that many repair shops can't even do the most basic and necessary one-star service. Don't think that this will increase the cost. If you can answer all the questions, customers will trust you, and this trust will be transformed into consumption. If there is something wrong with his car, he will think of you first.

The standard of two-star service is to keep communication. What is communication? You should keep in touch with the customer after he repairs the car here. During the Spring Festival, send text messages to customers. For example, tonight is Christmas Eve. Do you send text messages to every customer? I believe many bosses have never done this. If you don't care about your customers, it's hard for them to care about you. Do you think so? People only care about people who care about themselves. Keep communicating. How many entrepreneurs here can do it?

The standard of three-star service is that someone is responsible. Dedicated person means to equip every customer who comes to the factory for maintenance with a full-time customer service manager (also called customer coordinator). If customers have questions, they can call the full-time customer service manager as soon as possible. The customer service manager is responsible for answering, coordinating and handling customer questions, continuously tracking and being responsible for the end, and finally satisfying customers. Dear bosses, if your former client has not appointed a person in charge, you can start now. Many customers will become your long-term customers.

The standard of four-star service is: professional consultant. The customer service manager only assumes the function of customer coordinator. For those high-quality customers, you must set up professional consultants to answer some professional questions at any time, so that customers feel that you are his backing. These high-quality customers will become the basis for the sustainable development of enterprises.

Five-star service is the highest realm of maintenance enterprises. This is also the fundamental purpose of our service. What is the standard of five-star service? I hope that every enterprise will seriously write it down. This is a "long-term partner". Through service, customers become your eternal friends and long-term partners, which is the highest level of service. If we can use this standard to demand ourselves and implement it to every employee of the enterprise, the enterprise will be invincible in the competition.

(6) Talent is hard to stay.

How to retain talents? This is a headache for many private enterprises. Many owners of our maintenance enterprises are maintenance workers. After years of hard work, they finally have their own business. However, due to the limitation of their own cultural quality, it is difficult to retain outstanding talents.

The above problems are common problems in auto repair enterprises at present, and I hope to improve them as soon as possible.