Offering great customer service is important for companies in every industry, but in wireless repair your approach to customer service can make or break your business. It has the potential to make an impact on the perception of the wireless repair industry as a whole.
Wireless repair is different from many industries because the “product” you sell is actually a service performed on a very delicate piece of equipment. In a way, you could compare the wireless repair industry to the auto repair industry. You’re fixing a device people rely on every single day.
Customer service is so ingrained in the culture of eTech Parts that it’s become more of a habit than anything. As Aristotle once said: “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” How does your cell phone repair shop provide excellent customer service?
The wireless repair industry depends on excellent customer service.
Repair is a service you offer your customers; therefore, treating your customers with kindness, respect and appreciation along with offering a great quality repair is a requirement for your shop’s success. You can chalk it up to human nature; people want to do business with people they like.
Small business success is highly dependent on the satisfied customer.
According to the 2010 RightNow Customer Experience Impact report, 80% of respondents believed that smaller companies place a greater emphasis on service than larger companies do. Since 90% of the industry is made up of small businesses servicing local communities, there’s a good chance your business will struggle if customer service isn’t your top priority. When your small business is built on selling services, offering top-notch support is the #1 thing you can do to compete with big-box stores and your local competitors.
Do you trust your phone in the hands of just anyone?
Probably not. Just think of the knee-jerk reaction you have when your significant other (or mother, or brother) asks to use your phone! Show your customers you appreciate their trust and respect their privacy and personal property. They’re trusting you with their lifeline, so be sure to show your appreciation and give them a reason to come back when they need help.
Do what you can to educate future customers on why your repair shop is different and how your shop will take care of them. Be open, be honest and always look out for the well-being of your clients. With each customer comes the opportunity to improve the reputation of the repair industry – and you might even gain a few referrals, too.
Customer service is easy if you always do the right thing for the people you serve. Read our blog to learn more about how to improve customer loyalty for your cell phone repair shop.
Final Words of Wisdom
Michelle James, CMO of Wireless Dealer Magazine and the mastermind behind the Wireless Repair Expo at CTIA, believes repair is important for everyone – consumers need the solution and retailers and repair shops need the revenue. “Plus, because it’s a service it literally has the legs to create customer loyalty.”
Michelle’s extensive background in the wireless industry has given her a unique perspective on wireless repair today. In her eyes, finding success in wireless repair all depends on quality of service and building personal connections.
“Getting your phone repaired is personal. Repair is a people business. No one wants to ship their phone off and hope it comes back, they want to talk to someone about what is wrong, how will it get fixed and how much will it cost to fix it. Consumers need to talk to a person, in person.”
Stay on the lookout for our upcoming profile piece on Michelle James, where we discuss the progression of wireless, the upcoming Repair Expo, and the future of repair. Thanks for reading and be sure to stay tuned for more customer service-focused blogs coming this month from your friends at eTech Parts!