Customer Service Survey's

[PAChicky]

Since almost everyone on here is a man and I'm sure you run the "automotive details" in your household - I need some help and some opinions.

I would like to come up with a customer service survey to send out to some of my customers so I can find out why they haven't returned to our garage after being customers for years. I have Quickbooks so as I was going through some of my customers I have noticed that some aren't coming back but I can't put my finger on why. We did normal services like Inspections, Oil Changes and poof they don't come back. Some I know have moved so it's not a convenience for them but I'd like to try and find out where the other ones have gone. What are some questions that I could ask without being too nosey, maybe add some check boxes, or a rating system, and then a comment box. They would have the option to put their name on it or send it back anonmously.

I'm looking online for a few versions of surveys to see what I can come up with.

Thanks for your help.:0074

 

[MadJack]

Men don't fill out surveys. :0008

 

[Scrapman]

simply make a survey asking what they would to see improved by you to make them happy.

lower prices on reapirs special sales etc...

People are being thrifty these days shopping for lower prices and leraning about cars service menu inboard computer

so a simple one or 3 question survey mailer to thier homes.

Local tire reapir place 2 blocks from me lost me for life because they tried to scam me to buy a tire by saying i drove on my flat and ruined it and they had balls to charge me $5 after fail fix.

next day after scrap yard cash in went next door to tire place $16 pathced it balanced it and put on van.

Hello tire is still fine not leaking 3 weeks later!

 

[Mr. Poon]

You are wasting your time and money if you are mailing them surveys and expect them to mail it back.

At best if you had their emails perhaps they would complete an emailed survey and send it back.

 

[Scrapman]

ok do phone survey

 

[Mr. Poon]

ok do phone survey

and that's going to have better luck?

 

[MadJack]

Send everybody a coupon for a $19.95 oil change then up sell them when they come in.

 

[PAChicky]

I don't have many that haven't come back- maybe a total of 15. But these 15 were what I would consider really good customers. I thought about calling but thought that would be too "on the spot and uncomfortable" for the customer and sound pushy. I just can't put my finger on it because most of them I did like an oil change and their bill was $30 or an Inspection for $21. It wasn't like they had a $500 bill.

 

[PAChicky]

You are wasting your time and money if you are mailing them surveys and expect them to mail it back.

At best if you had their emails perhaps they would complete an emailed survey and send it back.

The email thing would be good- I should start getting everyones emails when they are here. There is a spot in Quickbooks to put that info in- Thanks!

 

[Sportsaholic]

I don't have many that haven't come back- maybe a total of 15. But these 15 were what I would consider really good customers. I thought about calling but thought that would be too "on the spot and uncomfortable" for the customer and sound pushy. I just can't put my finger on it because most of them I did like an oil change and their bill was $30 or an Inspection for $21. It wasn't like they had a $500 bill.

Have a Customer Appreciation BBQ some weekend.... Call the ones you're concerned about and personally invite them....Gives you a chance to chat & be the Nice Gal, and they feel wanted...Win, Win...:0008


Don't forget to wear a Halter Top & Short Shorts......:0008

 

[MadJack]

Topless oil changes will bring them in. :toast:

You will have to open new bays for the extra business.

And you can charge $100 for an oil change.

 

[PAChicky]

Topless oil changes will bring them in. :toast:

You will have to open new bays for the extra business.

And you can charge $100 for an oil change.

I'll make sure to tell PaSprint you want him to do topless oil changes :mj07: :mj07:

 

[ChrryBlstr]

Topless oil changes will bring them in. :toast:

You will have to open new bays for the extra business.

And you can charge $100 for an oil change.

LOL