CRA Customer Service Explored – Canada
Toronto, Ontario — As COVID-19 continues to grip the industry, autobody facilities have been pursuing remote estimations techniques to drive in business—and promote social distancing.
Social distancing may seem threatening for your business, but it actually isn’t too difficult to perform a contactless repair for your customer. A few minor adjustments may have be to made, but Canadian shops have been getting crafty with their COVID-19 business techniques.
Parr Auto Body in Saskatoon, Sask. launched a webpage to guide customers through a self-estimation process. Customer can contact the shop via phone and request a link, which guides them through the photo-estimation process.
The shop can then provide an estimate, receive the vehicle via secure drop-off, perform thorough disinfection post-repair and ensure a seamless process for both the shop and the customer.
Estimations can also be performed via phone call, where the customer sends photos through text of their damaged vehicle and you guide them through the process.
Putting the customer at ease is the first step in securing their business during a pandemic. If you have yet to do so, consider posting a sign on your front office window confirming that your shop is following heightened sanitation and disinfection procedures.
Spanesi’s offices are still admitting guests to the building, though they must be temperature tested before heading upstairs from the lobby.
Many shops have locked up their front offices as a preemptive measure, such as Giles Midtown Autobody in Elrose, Sask. The facility kept its phone line open, of course, and welcomed any customers to call a designated number if in need of service. A representative can meet customers outside to discuss the job, if requested.
The shop also outlines detailed disinfection procedures, ensuring that its customers are aware of the additional measures it is taking—for their safety.
Social media has served as another great tool. Shop have been making sure customers know they are open for business by staying active online and informing the public of any preemptive measures being taken by the facility.
Other businesses, such as CARSTAR facilities, have taken advantage of the season and are combatting any potential business lulls with $150 full detailing specials. Use this time wisely—introduce any specials you’ve been waiting for the perfect time to use and launch details on basic services to draw in clientele.
Stay tuned to Collision Repair for the latest COVID-19 industry updates, including event postponements, supply chain updates, industry reports and more.
Credit to CollisionRepairmag.