In today’s competitive era, the success of a phone repair shop depends on loyal customers. Therefore, it is essential to retain these customers to maximise sales at phone /computer repair shops. It is vital to know that customers will surely come back for another service at a phone repair shop if their previous experience was good. Otherwise, they will switch to another repair shop to repair their phone in case of poor customer service. According to statistics, 74% of customers say they feel loyalty towards a particular business after getting good services. Therefore, good customer service plays a huge role in retaining customers and improving a cell phone repair shop’s reputation. In addition, providing good customer service will surely help you stand out from your competitors.
Below are the strategies to retain your customers at a phone/ computer repair shop
Sell and use suitable products
While repairing a phone or computer, using high-quality parts is always good practice. For this purpose, ensure that the wholesale cell phone part supplier is reliable and is providing you with the best quality products.
Similarly, if you sell accessories, make sure they are branded products or come with a warranty. Otherwise, you are more likely to face a situation where your customer is complaining about an inappropriate accessory. Therefore, with care and caution about providing good quality products and repair services, you will be able to retain your customers.
Build a trustworthy relationship with the customer
Building trustworthy relationships play a huge role in retaining customers. However, it is also true that trust takes time and for this purpose the company must be consistent in delivering value to the customers. Once your customers believe that they will get the best value for their money, it will make them come to your repair shop again and again.
To develop and maintain trust, you must
- Be honest and transparent. You must inform your customers upfront if you know the phone won’t last long after repair.
- Educate your customer on how to take care of their device better
- Don’t promise what you can’t deliver
- Better understand customer service needs
Reward Your Customer
Rewarding is another good strategy to retain your customers as it will make them feel unique and valued. Thereby building a long-lasting relationship with them. Some of the ways to maintain customers at phone repair shops are
- Give them something without charge. For example, in case they repair their screen from your shop, you might give them a screen protector
- Create a program whereby customer rewards for every purchase from you
- Offer discounts on the products of their choice
Using Positive Language
This strategy plays a vital role in retaining customers for your repair shop. Minor changes in conversational patterns according to the situation might have an everlasting impact on the customer’s mind. For instance, if a customer wants a product that won’t be available until next month and you opt to respond to them using positive language, you might tell them that the product is already sold and will be available next month. You will contact him as soon as it is available. In this way, you will undoubtedly be able to retain them. On the other hand, if you tell them that it is not available right now, they will think of switching to another repair shop. So as you don’t want to lose your valuable customer, it is always a good idea to use positive language in such cases.
Another strategy to retain your valuable customer is being helpful to them regardless of profit on their requirements. For example, your product costs $20, but your valuable customer has $ 18 accommodated in this case while acknowledging their needs fulfils the purpose.
Apart from giving a discount, you might help your customer with their concerned issue for free. Doing so will help in retaining them. In addition to that, they will possibly share their experience with their friends and families.
Retaining customers is about providing them good customer service by selling good quality products, using positive language, and rewarding your customers in your mobile repairing business.