Throttle Up Your Profits Episode 5: Building Customer Loyalty and Retention in Heavy Duty Diesel Engine Repair

Throttle Up Your Profits Episode 5: Building Customer Loyalty and Retention in Heavy Duty Diesel Engine Repair

Posted by EPC

Table of Contents

Take These Steps to Rev Up Relationships and Keep Customers in Gear

  • Offer personalized repair services and tailored maintenance plans
  • Engage with customers on social media and respond promptly to their queries
  • Provide valuable content, such as blog posts and videos, that address common diesel engine issues and maintenance tips
  • Host diesel engine maintenance workshops and training sessions
  • Offer exclusive deals and discounts to first-time customers
  • Train your technicians to provide exceptional customer service and build rapport with customers

Fuel Customer Loyalty with These Rewards and Incentives

  • Offer special pricing for loyal customers
  • Offer priority service and scheduling for fleet customers
  • Implement a loyalty points program that can be redeemed for rewards or discounts -
    • Keep it professional. Your customers are business owners.

    Stay in Touch with Regular Touchpoints

    • Make a phone calls to check in on your customers you haven’t heard from for a while, or a day after service was provided. This can be automated with platforms like Sweetapp.io.
    • Send old-school paper letters or greeting cards to show appreciation
    • Use email marketing and social media campaigns to provide valuable content and tips on diesel engine maintenance
      • Remember: in social posts and communications, don’t be too “sales-y”. Your content should provide value for your target audience. You just need to remind them you’re in town. Then, when they need your services, you will be top of mind.

      Give Back to the Community

      • Sponsor local sports and charity events
      • Host free diesel engine maintenance workshops and seminars
      • Partner with local businesses to offer joint promotions and discounts - Connect with another business in the same industry that offers different services. Teaming up gets each of you access to the other’s network. Be creative, and bold on this.

      Be a Top-Notch Shop

      • Train your technicians to be customer-centric and empathetic
      • Take responsibility when something goes wrong and make it right
      • Encourage feedback and act on it to improve your services

      Drive Business with Testimonials and Online Reviews

      • Ask happy customers for honest reviews and testimonials
      • Make it easy for them to leave a review by providing a dead-simple process
        1. Ask verbally how things went
        2. Ask permission to link them to a place to leave an honest review
        3. If they don’t take action in 1 - 2 days ask again. (Ususlly people forget)
        4. Thank them by responding publicly to the review
      • Again, employ some automation here to make this easy on your time. Sweetapp.io has a tool for this.

      Show Appreciation to Valued Fleet Customers

      • Send a gift to their team addressed to their fleet manager during holidays or special occasions
      • Offer exclusive deals and discounts on diesel engine repairs and maintenance
      • Provide personalized services and priority scheduling for their fleet - Make them feel special, because they are special.

      Online and Offline Strategies

      When planning your customer loyalty and retention strategies, remember to think of both online and offline efforts to maximize reach and response.

      Online Strategies

      • Offer personalized services and tailored solutions through your website - Customer specific pricing, online booking, web-chat and more.
      • Engage with customers on social media and respond promptly to their messages. More of your customers use social media than you think.
      • Provide valuable content through as blog posts, social content, and email marketing that address common diesel engine issues and maintenance tips.
        • Again, keep the content valuable to the customer. Not you.

        Offline Strategies

        • Host events and workshops to educate customers about your services
        • Offer exclusive deals and discounts to first-time customers
        • Train your staff to provide exceptional customer service and build rapport with customers
        • Paper mail is often overlooked these days. You have your customers mailing address. Send them a nice letter of appreciation for their business.

        Conclusion

        Engineering a customer loyalty and retention program requires a lot of care and attention. Maintaining the program will also require some effort from you and your team. Consider assigning someone to oversee the program and give portions of it to other employees to manage. A great loyalty program can go a long way to making your brand shine in your community. Wish ya the best of luck!