O automotive franchise market is constantly evolving, driven by the increasing demand for specialized services and Brazilians' passion for vehicles. However, to stand out in this competitive sector and achieve success as an automotive franchise, Customer service becomes one of the main differentiators for a successful automotive franchise, such as Strike Brasil.
Exceptional service not only builds customer loyalty, but also strengthens brand reputation and business sustainability.
The way customers are treated can be the difference between a successful automotive franchise and one that struggles to stand out. Check out how different aspects of customer service can directly impact the performance and reputation of an automotive franchise:
1. Franchisee Dedication: Presence that Makes a Difference
The franchisee's dedication to the business is essential to ensure the success of the operation. When the owner is present, closely monitoring all activities, the results are evident:
- More engaged employees: The franchisee's active presence motivates the team to be more punctual, committed and productive.
- Reducing conflicts and losses: Internal problems are resolved quickly, avoiding negative impacts on services and products.
- Business sustainability: A dedicated franchisee ensures that all areas of the operation work in harmony, strengthening the sustainability of the unit.
More than an investor, the franchisee needs to be an active leader, who inspires and motivates his team daily. A motivated team is a huge step towards achieving success for your automotive franchise.
2. Automotive Knowledge: An Enthusiast in Charge
Customers of the Strike Brasil value technical knowledge and expect to be served by someone who understands more about cars than they do, which are generally automotive enthusiasts. To do this, the franchisee must:
- Be passionate about cars and engines, demonstrating genuine enthusiasm during service.
- Stay up to date on automotive market trends and the solutions offered by the franchise.
- Empower the team so that everyone is aligned with the company's high standards of technical knowledge. Strike Brasil.
Understanding and anticipating the customer's desires is a differentiator that transforms ordinary service into a memorable experience.
3. Hands-on: The Franchisee's Role in Promotion and Prospecting
In automotive franchises, it is not enough to rely on the weight of the brand; you need to take active action to attract customers and generate results. This includes:
- Carrying out Remap Services: A franchisee of Strike Brasil needs to go to the client to perform services, whether on rural properties, the client's residence, or participating in events to be noticed and close deals or carry out.
- Participation in local events: Showcase your unit's presence at auto shows, vehicle meetings and other industry events.
- Social media update: Publishing relevant content, publicizing services provided, promotions and engaging with the public on digital platforms is crucial.
- Strategic partnerships: Collaborating with local businesses, workshops and car clubs can open up new business opportunities.
Out of sight, out of mind! And in the case of Strike Brasil, presenting the brand's differentials to the local public is an ongoing and indispensable task.
4. Negotiation and Presentation of Benefits
Knowing how to negotiate is a fundamental skill for the success of an automotive franchise. To achieve this, the franchisee must:
- Identify customer needs and present the benefits of the company's products and services. Strike Brasil in a clear and objective manner.
- Demonstrate confidence when talking about the brand's differentiators, highlighting how the solutions meet customers' needs.
- Have an assertive commercial profile, without being aggressive, ensuring that the customer feels confident and valued.
5. After-Sales and Ongoing Relationship
Customer service does not end after the sale or service delivery. after-sales is an essential pillar to retain customers and increase the unit's average ticket. In Strike Brasil, this includes:
- Satisfaction monitoring: Make regular contact to ensure that customers are satisfied with the services provided.
- Presentation of new features: Keep customers informed about new products, services and promotions at the unit.
- Personalized offers: Identify opportunities to offer additional solutions that meet specific customer needs.
Satisfied customers not only return, but also recommend the services to others, increasing the franchise's customer base.
6. The Importance of Customer Experience
Customer experience goes beyond the service provided; it’s about how the customer feels throughout their entire journey with the franchise. From the first contact to after-sales, it’s essential to:
- Create a positive journey: Map every point of customer interaction with the franchise to ensure consistency and satisfaction.
- Welcoming and organized environment: A clean and well-structured space conveys professionalism and increases customer confidence.
- Technology use: The Franchisor has a team of SDRs (Sales Development Representatives) who use tools such as CRM, which help manage customer relationships and streamline processes.
7. Continuous Team Training
A well-trained team makes all the difference in the quality of service. Invest in:
- Technical and behavioral training: Constant updating of technical and relationship skills.
- Service simulations: Preparation to deal with different situations, including complaints.
- Domain of products and services: Have in-depth knowledge of the portfolio to provide authoritative service. Strike Brasil is the only automotive performance company that offers a 5-day intensive face-to-face training with everything a franchisee needs to know to offer and apply the services offered.
8. Personalization in Customer Service
Customers value service that considers their unique needs. That’s why:
- Understand the needs: Listen to the customer to offer tailored solutions.
- Be proactive: Anticipate problems and offer solutions before the customer has to ask.
- Build relationships: Details like remembering names and preferences make all the difference. It shows that you really care about customer satisfaction.
9. Building Local Reputation
A good reputation attracts new customers and solidifies the existing base. To do this:
- Service as marketing: Well-served customers create spontaneous advertising. Satisfied customers are great opportunities to gain referrals.
- Encourage feedback: Listening to customers helps you identify areas for improvement. Be an active listener. When you identify an area for improvement, thank them and explain how you intend to implement the customer’s suggestion, if feasible.
- Join the community: Supporting local events and initiatives strengthens ties with local businesses. These businesses can be partners for referrals of services. Check the possibility of paying commission for referrals converted into services.
10. Complaints Management
Complaints can become opportunities for learning and loyalty. In Matrix of Strike Brasil, we have already carried out after-sales service, with the aim of identifying opportunities for improvement in our service process.
- Resolve quickly: Customers value agile and effective solutions. Give customers a realistic deadline for when the solution will be implemented. Let the customer know about any unforeseen events. Unforeseen events are uncomfortable, but they should not be ignored by the customer.
- Turn problems into opportunities: A good answer can change the customer’s perception. The customer needs to know that we will solve the challenges that arise along the way.
- Monitor satisfaction: Use tools such as NPS to monitor the quality of service. The franchisor already carries out this satisfaction control by unit and by service.
Every company can make mistakes, but knowing how to solve the customer's problem is essential not only for the success of an automotive franchise, but also for survival in the market in the long term.
11. Competitive Advantages in Service
Details make the difference:
- Speed with quality: Balance agility with personalized service. No one likes to wait to be served. If you can't serve the person immediately, offer other options, such as scheduling home service.
- Various channels: Provide support via WhatsApp, social media and telephone. Make it as easy as possible for customers to contact you.
- Small gestures: Offer gifts, coffees or even a sincere smile. Our goal is for our customers to be proud to say that they performed the service with the Strike Brasil.
12 Success Stories in Customer Service
Sharing real stories of care can inspire other units and build trust:
- Positive examples: Show how satisfied customers have become loyal customers. Explore everything that social media can offer to show the results of your services.
- Deal with challenges: Report complex situations that have been successfully resolved. Customers need to know about the solutions we can provide. The needs of customers we serve may be the same as those of other people, but they may not yet know that we offer the solution to their problem.
Service as a Pillar of Success – Are you ready for the Success of your Automotive Franchise?
Customer service is more than just a requirement – it’s a powerful tool for creating a competitive edge in the automotive industry. Franchisees who invest in quality service, staff training and customer relationships are able to not only win over but also retain a solid customer base.
For an automotive franchise to thrive, customer service must be a priority. It is the reflection of the franchisee's commitment to excellence, enthusiasm for the automotive segment and dedication to creating a unique experience for each customer.
Na Strike Brasil, success starts with exceptional service, and the franchisee plays a fundamental role in this journey. Invest in knowledge, presence and customer relationships to take your unit to the top. Contact our expansion team and find out how to become a franchisee Strike Brasil.
