Providing Leading Business Services
The Phoenix Solutions strategy is not a fleeting experiment in marketing or some fad (e-mail marketing, status texting, social media marketing, etc). It is an irreversible shift in terms of how to conduct business, relate to customers and the critical objective of keeping the cash registers ringing.
Shops continue to focus their efforts on landing the sale but ignore, forget, or neglect what happens after the repair. Why? Perhaps the answer lies in evaluating the role of retention marketing.
The goal is not simply to extend the goodness; it's to enhance the value, impact, meaning, and purpose associated with the repair experience. Given that every shop has more customers than salespeople, shops should give each customer an amplifier, or a megaphone, to sell for them. In every shop customers are clearly underused "assets".
Taking your customers for granted today translates into an acute lack of recognition and reward for repeat customers and identified referrals. In an "acquisition" world, shouldn't a shop exploit the power of word-of-mouth? Both directly, through referrals, and indirectly, by rewarding frequent purchases thus capitalizing the goodwill that leads to increased talk-ability.
It's time to take the customer experience to the streets, parlaying retention together with word-of-mouth to pave the way for retention to become the new sales acquisition strategy for the professional collision repair facility.
Let Phoenix Solutions show you the way.
