A customer stops in for their service appointment. They check in with the service advisor, have a work order written, and take the complimentary shuttle to work. Then, when their car is done in the shop, they get picked up from work, receive a description of the work completed, pay their bill, and head out on their way.

But what happens next? I know, it seems like an odd question, but I think it’s relevant.

Understanding what some customers are prone to do after a service visit gives a glimpse into the type of customer service that should be provided – both what’s been overlooked in the current visit and what could improve in the future.

The Parking Lot Inspector

Every service advisor can just feel the imminent time required dealing with a customer when they’ve checked out at the cashier, head to their car, and pop the hood. This customer is inspecting to make sure the repair is done right. They want to check every grease zerk, every fluid, and every tire pressure to make sure they’ve been dealt with.

No doubt, there’s going to be at least one question they come back to the desk to ask. But this type of customer is telling you something with their actions: you’re not fulfilling their needs as a customer.

It’s something that may only take a minute, and you can avoid the walk back into the store completely. Review the vehicle inspection report with the customer in detail, and do it at their vehicle. It’s a way to show transparency and a level of customer care no one else does. You can do it for the customers you know will walk back into the desk, or even better, do it for everyone.

The Online Reviewer

Some customers would prefer to give compliments or air grievances where everyone can see them, on the internet. You get online reviews every time they visit without fail. It can be good or it can be bad. If it’s good all the time, you know you’re doing it right. But if it’s bad…

That tells you your customer doesn’t find you approachable enough to tell you in person. Granted, some people are meek and would prefer to avoid even the smallest confrontation. But some people would prefer to leave mad and tell everyone online that you didn’t do a good job or their car wasn’t fixed right.

If you’re getting online reviews that blindside you, consider changing your greeting and customer interactions. Be friendlier. Greet customers by name and with a handshake. Use casual language (but not slang) when speaking with them in person and over the phone.

The Blind Truster

If you have people that are always happy and just go along with your service and repair recommendations, and never question you, you’ve made a customer for life. It’s your customer to lose. Obviously, you’re doing what the customer expects for vehicle and customer care, but there’s still a danger there.

Don’t try to take advantage of the customer that blindly trusts you. You may be tempted to oversell maintenance or upsell repairs before they’re necessary because you know you’ll get the approval. But those types of actions turn the blind truster into the next type of customer.

The Never Returner

It’s the worst type of customer: the one that never comes back. A customer that hasn’t expressed their unhappiness and doesn’t return is one of the most damaging things for your service department and the dealership as a whole. Just because they haven’t told you about their bad experience doesn’t mean they haven’t told 16 of their friends and family – they have. You’ve lost the customer AND their referrals.

The never returner is easily avoided. All you have to do is provide the best customer care you can for every single customer, every time. If you don’t, there will be some customers you just never see again.