Three easy improvements for your inbound phonecalls

November 15, 2021

When a customer walks through your door in person, you only have seven seconds to make a good first impression. When a customer calls you on the phone, or contacts you via a chat feature online,  that number drops down to four seconds. You only have four seconds to make the impression that is going to influence about 70% of that customer's buying decision. In that time, there are three things that are going to affect their opinion of your business on an emotional level:

  1. Tonality: Tone of voice.
  2. Friendliness: Warmth/ understanding.
  3. Empathy: Care and concern.

Most customers who are calling your shop have just been involved in an accident. While it might be just another day at work for you and your employees, it isn’t for your customer. At the very least they will be annoyed or feeling inconvenienced, but depending on the severity of the accident they could be traumatized or even hurt. Treating them with care and warmth will set you apart from your competitors and make them feel like you will have their best interests at heart.

One of the simplest things you can do to improve your customer’s experience is to offer them a choice. When we give our customers options, we allow them to feel like they are in control of the situation. I like to use this simple script to give them the power to make a decision about how to get an estimate:

“I have two options for you. You can drive down to the shop and I can schedule you in for an estimate appointment or, if you are busy like most people and want a more convenient option, I can text you over a link for a photo estimating tool. You can click that link and it will show you how to take all the photos we need to go ahead and start your estimate right away. What works best for you?”

Tweaking your inbound phone calls to improve the experience for your customer is an easy way to win their trust, and get more repairs. 

Keep crushing it!


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