Jasmine De Wys has started her own remote estimating and consultancy business called Bodyshop Solutions. DeWhys provides a regular estimating tip segment in our e-news letter to make sure you don't let the dollars slip through your fingers. Just search Estimating tips to see more.
The Proactive Approach – Customer Service & Estimation
Is your phone constantly ringing with customers asking questions and chasing updates? Your customer service may be reactive instead of proactive.
There are many areas where we can apply this concept. Customer service is a critical area to have a proactive approach right from the first estimate.
Think about how you want to be perceived by the vehicle owner. Putting the time in at the start is critical and affects the whole repair lifecycle. Start with the customer information and insurance information in hand when you're assessing the vehicle. This shows the customer a more personalised approach and can lessen the stress knowing you are prepared. Don't be hesitant to clarify certain items with the owner. Be transparent with what is covered and what is fair and reasonable. Set the expectations with the owner on timeframe, possible parts delays, potential paint issues (if necessary), any unlisted items on their policy, and excess amounts.
Let them know when to expect contact from you next, and how the communication will work.