The "TYPE A" Customer
The primary concern of your "A" customers is to make
sure their vehicles get the proper care and maintenance.
They're not concerned about price as long as they
continue to trust you and believe you're looking
out for their best interests. They'll probably
stick with you for life unless something causes
them to think you've let them down or changed
the way you do business. Usually your best
source for referrals. |
The "TYPE B" Customer
Your "B" customers also want their
vehicles to be well maintained
and they trust you to give them
lots of TLC. But they're more
sensitive to price-- if they
think they can get the same
level of TLC somewhere
else for less, they might defect.
|
The "TYPE C" Customer
The "C" customer isn't really concerned about
taking good care of his vehicle because
he simply doesn't understand the importance
of it. He thinks all repair facilities
are the same and may be quick to question
your honesty. Usually motivated only by price
and convenience. Often hops from shop to
shop looking for a bargain or a coupon
to clip. Unimpressed by certificates
on the wall because they
are meaningless to him. |
The "TYPE D" Customer
(DECLINED
TO
POSE
FOR
PHOTO)
The "D" customer's lack of concern
stems from the fact that
he simply doesn't care about
maintaining the vehicle properly.
And it's unlikely that anything
you tell him will change
his attitude.
For more information on Shop
Types and Customer Types, see
A Marketing Model for Auto
Repair Shops |
