We have implemented a new system at our place of business Lonestar Auto Repair. We are now sending text message updates to our customers as part of our customer experience. This is a tool we developed in house because the market didn't have what we were looking for. At first we were just going to keep the tool exclusive to our business, but I was convinced that we should put it out on the market and see if other shops would be interested in using it. We decided it would be worth it in the long run. We are convinced that eventually every business and auto shop will offer something similar so why not be the ones who deliver it. Now that is customer service! One of my other brothers, Mark, and I have now created a company called Software Status Solutions LLC to sell the software to other auto shops. So far we have a couple of early adopters that we have partnered with in a trial phase, and we are anxiously awaiting the results of that.
The one thing that I do know is our customers at Lonestar Auto Repair have been very appreciative of this new way of notification. The like to know what is happening to their car and when it is happening. They can now plan their day better, and not feel like they dropped their vehicle into the big dark vortex that is auto repair. We had one customer text us back on the system we developed and said "Nice, love the customer service, hardly exist in ur industry", now that is what I am talking about (or texting about)!
I know we are not always perfect, but we will continue to try and improve not only our customer service, but the quality of work that we present. As with any service industry you can only do your best, continue to do your best and pray for the best.