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Guest Relations FAQ
What is Guest Relations?
Guest Relations is a program created by Fix Auto USA to better communicate with
your customer (who we are now calling your guest). Our goal is to emulate more
of a concierge service instead of being known for just auto repair. This makes
the guest experience more personal and keeps your guest up-to-date and allows
the shop to get immediate comments and/or questions from the guest allowing a
more proactive customer service relationship than ever before.
How do I sign up for Guest Relations?
We have sent each current member a personalized email with a link to our Guest
Relations website. Please follow the link and sign in when prompted. You will be
asked a few quick questions. Once you click Submit, on the next Tuesday your
shop will be added to the program.
How much does it cost?
The Guest Relations program does not cost anything extra. We know the program
will bring unprecedented value that we are sharing that value with our members
and this is a value-added service automatically included in your current monthly
rates.
Do I have to use this?
There are two parts to the Guest Relations program. The Guest Welcome part is
optional and this is where we send a Thank you email within 24 hours of the car
being dropped off at the repair facility. The Follow-up email is included for
all members and will include a Follow-up email sent within 24 hours of the car
being picked up from the repair facility
What is the Welcome Guest program?
The Welcome Guest program is your first chance to follow up with your Guest to
make sure everything went smoothly when the Guest dropped off their car. We are
able to do this by sending an email within 24 hours of the card being dropped
off at your facility.
What is the Thank You Email?
The Thank You email is sent to the Guest within 24 hours of the car being
delivered to the Guest. This email is to Thank the Guest for the patronage and
to ask how their experience was using the same CSI questions we currently have
been calling you customer’s with. At the end of the questions, we give your
Guest a chance to print out their personalized Lifetime Limited Warranty.
When are emails sent?
The Welcome Guest email is sent within 24 hours of the car being DROPPED off at
the repair facility. The Thank You email is sent within 24 hours of the can
being DELIVERED to the customer.
How many emails are sent?
We send one Welcome Guest email to the Guest within 24 hours of the car being
dropped off. We will send up to two Thank You emails (they are slightly
different).
Shouldn’t I get a discount if you do not have to have an
agent call?
We are offering the Guest Relations program as a value-added service to your
current membership. We continue to charge the same price for Email surveys as we
do voice calls because there is a lot of infrastructure needed to be able to
send these emails to your Guests. We also know that you will receive better
insight from the Guest as we have seen in our Beta test shops. We believe this
information is invaluable and provide more information than we sometimes receive
from you Guest when we conduct a phone call.
Where do I go for more questions, who can I talk to?
If you have any additional questions, we want to hear from you! Please send an
email to Helpdesk@fixauto.com and/or feel free to call us at 1-888-297-7649 and
we will be glad to answer any questions you may have. You may also consult this
FAQ.
What are the benefits?
The Guest Relations program allows your shop unprecedented insight to your
Guest’s experience from their point-of-view. We are now able to reach a new
generation of Guest base. The emails that are sent out, in our Beta tests have
shown a lot more detailed information of the shop experience. Allowing the Guest
to comment of the facility without having to talk to someone over the phone or
have that figurative person looking over their shoulder allows the Guest to
offer a lot more candid responses which only help the shop to change what is
wrong, or keep doing what is right. Emails also allow the very busy Guest who
may not have time to take a call, or find calls a nuisance, to answer the email
on their time. The emails also enable us to reach a lot more of your Guest’s
that we may have missed, whether at work, or just not at home for one reason or
another.
How do you get my Guest’s email address?
We will look at your management system first for an email. If there was no email
entered, we will then look at the Sourcing Entry Form if one was entered.
What is a Sourcing Entry Form?
A Sourcing Entry Form is a form we use in our Sourcing product. For many shops
this is included in your member fees already. Sourcing allows your shop to more
accurately determine where your business is coming from. You can also see the
customer’s concerns and we also allow Insurance Agent tracking and marketing. If
you would like more information about our Sourcing product, please contact us at
helpdesk@fixauto.com or 1-800-INFO-FIX (1-800-463-6349)
.
What if I cannot get the Guest’s email address?
The fact is that some of your Guests will not want to give out their email
address for various reasons, mainly that they are afraid of being spammed or
getting some newsletter that they will see every day. We encourage all shops to
let their Guests know that “we are requesting their email address so that we can
send them their Lifetime Limited Warranty that they will be able to print and
save, or save electronically”. We have found in our Beta test shops, we have
seen a higher acceptance rate with a similar script.
What is the Warranty validation? Aren’t all cars fixed from network members
covered by the same Lifetime Limited Warranty?
We are now offering customers a chance to print a physical warranty. Some shops
are already doing this and have the appropriate forms. Allowing the Guest to
keep their copy with them adds value to the Guest for them to see the form and
know that they indeed do have a warranty. All cars are covered under the
Lifetime Limited warranty regardless if the Guest completes the email CSI, it is
just a convenient way to give the Guest that piece of mind, knowing their car
repairs are warrantied.
Why do you need pictures from us?
We include a picture of the Owner in the Welcome email and the first Thank You
email. We include a picture of the outside of the shop on the second Thank You
email. These pictures allow us to give the Guest that extra care and attention
they deserve. The emails will send and are formatted to allow a picture, but
look fine as well without one. The emails are formatted in such a way that they
come from the Owner or Shop (depending on the email) and a picture adds a sense
of attention to the Guest.
What pictures do you need?
To fully benefit from the Guest Relations program we recommend an Owner picture
and a Street-Front of building. These pictures can be accessed in
admin.collisionrepairexperts.com by logging into your shop, then under the
Administration Menu, select Shop Information. On the left hand pane, click the
Photos hyperlink.
What happens if the Guest does not answer the email?
The Guest will have 72 hours from when the car is delivered to answer the Thank
You email (CSI) and then they will roll into our call queue. At this time we
will begin to call the Guest just like we have always done.
Do you still call the Guest?
We will only call the Guest if the Guest does not complete the Thank You (CSI)
email within the first 72 hours from when the car is delivered. We will continue
to call until we get a hold of the Guest or the Thank You email is completed.
What happens if you call the Guest and then they see the email?
Once the Guest completes a phone CSI survey, if the Guest responds to the link
in their email, they will be brought to a page that indicates we already have
received a survey and they will not be able to conduct another survey for the
same repair.
Who is the email from?
The emails will be sent as if they came from the shop.
What service do you use to conduct the email surveys?
We do not use an additional program or third party company. Guest Relations has
been developed in house and is the property of Fix Auto USA. We send all emails
from our servers.
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