April is International Customer Loyalty Month, but at eTech Parts we think customer loyalty should be celebrated all the time! Though purely by coincidence, April is also eTech’s anniversary month. This April marks our 7th year as the nation’s leading wholesale supplier of repair parts and tools for the wireless repair industry!
At eTech Parts we believe customer service isn’t a department, but rather every person’s job and responsibility. This is the mentality we’ve held onto for 7 years, and today this belief is still part of everything we do at eTech.
Customer loyalty is important for companies of any size, but the smaller the business the more important each customer truly is. How does your wireless repair shop foster customer loyalty?
5 Ways to Build Customer Loyalty
1. Always put quality first.
What your potential clients may not realize when searching for a repair shop are the many different levels of quality in the wireless repair market. One way to improve brand loyalty is by ensuring your company only uses the highest quality cell phone repair parts and tools backed by at least a 6-month warranty. Offering a warranty on your services is another great way to improve customer loyalty while giving them incentive to come back next time they need your help.
However, your customers won’t know anything about your quality of service and extended warranty until you tell them! Be sure to mention these “added values” when marketing and selling your services online and in-store.
2. Teach your clients something new.
There’s a good chance your customers don’t know technology like you do, meaning there’s an even better chance you could teach them something new about their beloved device. Ask your customers if they need any help with their device beyond the repair. Show them the true value of their smartphone, teach them how to use Siri to set a timer or create a reminder, or help them figure out how to use iCloud Drive.
Engaging your customers in a way that directly benefits them will always improve their loyalty towards you and your company. Check out iMore for tons of great tutorials on mastering iOS and guides on iPhone repair as well.
3. Give them a reason to come back.
Provide an incentive for your clients to return to your shop instead of choosing a competitor. Create a program that rewards their loyalty to your company in a way that directly benefits them. Offering referral incentives or a discount on their next repair is an easy way to improve loyalty and keep your customers coming back for more.
4. Follow up after the repair.
This could be as simple as a follow-up phone call or email thanking the customer and asking if everything went well after their repair. Or it could be as detailed as a personalized note thanking them for choosing your business and opening up the line of communication in case they need anything in the future. Following up with your customer allows you to show your appreciation for them and is a great way to get their feedback, too.
Always keep in mind that no matter the size of the sentiment, it’s the thought that counts – and it counts for a lot.
5. Ask for their feedback.
Asking a customer for their feedback following a repair is like killing two birds with one stone: it lets the client know you care about their experience with your company, and it also gives you insight as to what your company can improve and what you’re doing well. People love sharing their opinions, so ask for their opinion of your business, did they enjoy their experience with your business, were they fully satisfied with your services?
The last time we asked for customer feedback we received over 400 responses, which is nearly 3x the amount feedback we normally receive from customers. Making it easy for clients to offer feedback is important – and sometimes it’s as easy as just asking a few questions.
Thanks for reading – we hope this helps you get started on building loyalty for your repair brand. For more helpful insights, check out this awesome article on The Art of Customer Loyalty.
How does your repair shop create loyalty within your community? Let us know in the comments below! Be sure to share your experience with the growing online Repair Community – join us on Facebook, Instagram and Twitter and stay in the loop on the latest in wireless repair.