MAKING A "GREAT" IMPRESSION...

By Gilbert Gutierrez

While it's very important to remove, replace or repair auto glass in the right way, how the customer perceives you and your company will be the key component in repeat business which will, in turn, be the key to your success in this industry. The customer not only needs to be assured that you are the most skilled person for the job but also that you truly care about what you do for a living, and you want to keep doing it.

We've all encountered bad customer service. From the scatterbrained drive-thru guy who can't ever get your order right, to the doctor who always knows whats wrong with you before you can explain your symptoms. How the customer walks away from you or you walk away from the customer will always be the most important moment in the future of your business. Even if you work for someone else, if you don't take personal pride in any job, then you are always going to be looking for another job.

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Consider the following 5 basic things
that can Set you on the
​right path for repeat business

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SMILING

Charles Darwin observed that smiling is the outward manifestation of happiness and serves to begin to connect us to others. That we are “prewired” to connect with others via this system. It sounds simple but when you have a job to do, sometimes we forget the simple things. So smile!

LISTENING

Scientific American has done studies about listening to others. They state that "The truth is, the older people get, the more their listening comprehension sinks. Making matters worse, studies show that people wildly overestimate how good they are at listening...." Impact Learning Systems has a great blog of ideas on how and what to listen to when dealing with customers. The bottom line is that build­ing rap­port with cus­tomers is important and when you actively listen—customers will like it. 

Sometimes all a customer needs is for you to empathize with them: they just want to be heard.

SPEAKING CLEARLY

Once a customer hears the tone of your voice it doesn’t take them long at all to pick up on your attitude: in fact it takes only seconds for them to know whether you perceive their situation as important or not. Having the correct tone is vital. Consider these important points throughout your conversation:

• Using a flat, monotone voice tells the customer that you have little or no interest in what they’re saying.
  
• Keep slang and "um", "uh", "er" & "yeah" out of the conversation as much as possible. 
• ​A loud tone with abrupt speed indicates that you’re angry and not ready to accept any input.

MAKING EYE CONTACT

Yes, you can actually read someones emotions just from looking them in the eye, which is why talking to people wearing dark glasses, or worse, mirrored lenses can be so problematic. We know you're working outside and it's a bright sunny day but these are things that make or break a relationship with a customer. Take of the shades and make a connection.

STAYING OFF ELECTRONICS

This one seems like a no-brainer, but our devices are very habit forming. Unless you are dealing with an emergency, stay off your phone or tablet. Also, listening to music on the job might make a pleasant experience for you but it likely will be perceived as not taking your job seriously. Keep the headphones in the van and you can put on your jam in between jobs. If you need to text, pull over to a safe area for that. Don't text and drive please.

IT ALL SEEMS SO SIMPLE RIGHT?

It really is simple, but sometimes we need reminders in our everyday lives. Especially when we do such repetitive things for a living! Just remember that all a customer needs is for you to empathize with them: they just want to be heard.
Customers (and this means us, because we’re customers too) know when we’re being treated with respect, and when we’re not being treated with the respect we deserve. ​ Great customer service translates into more sales and more repeat customers. And isn’t that what business is all about: trying to sell more of your product or service?