What All It Takes To Retain Customers for Your Cell Phone Repair Shop?
By Injured Gadgets - June 23, 2021 1616 Views

Retaining customers help increase your sales while minimizing customer acquisition costs.

Did you know it costs five times more to acquire new customers than to retain existing ones?

A customer goes back to the same store only when they receive the best possible service every time. 93% of your customers will most likely come back for another purchase if their previous experience was good.

So, how to ensure every customer has a great experience with you? How do you retain customers and keep them coming back to you?

The answer is: by providing great customer service.

In this article, you will learn the importance of customer service and strategies to retain your customers. Let’s get started!

Why is good Customer Service important?

In today’s hyper-competitive business atmosphere, good customer service can help you stand out. Here are some statistics that highlight the importance of good customer service:

The cost of bad customer service:

58% of American consumers will switch companies because of poor customer experience.
Americans tell an average of 15 people about a poor service experience.
Four out of ten consumers will recommend others not to frequent a business if they have received poor customer service.

The ROI of good customer service:

90% of Americans use customer service in deciding whether or not to do business with a company.
Businesses that excel at the customer experience drive 4-8% higher revenues than their competitors.
74% of consumers say that good customer service is key for them to feel loyalty towards a particular business.

These numbers indicate that customer service and retention go hand in hand. Memorable customer service can help you retain customers and improve your cell phone repair shop’s reputation.

How can you retain your customers?

Now that you know why customer service is important, let’s look at the best strategies to retain your customers.

Sell and Use Good Quality Products

When repairing a phone, the customer cannot see the products you’re using. However, it’s always a good practice to use high-quality repair parts to ensure the phone lasts longer. Make sure your wholesale cell phone parts supplier is reliable and tests its products before selling them to you.

Also, ensure that you have ample spare parts all the time. If you don’t, repairs will get delayed, resulting in a poor customer experience.

If you sell accessories, choose branded products or the ones that come with a warranty. You wouldn’t want your customer to come back in a few days complaining that the accessory has stopped working.

Build Trust With Customers

Customers are more likely to buy products and services from businesses they trust. This is because they believe you will provide them the best value for their money.

Be honest and transparent. If a repair will take the time or you think the phone won’t last long after the repair, tell them upfront.
Educate them on what’s right and what’s not. Also, guide them on how to better take care of their device.
Don’t promise what you can’t deliver.
Practice empathy. It will enable you to better understand the customers’ needs (and situation) and tell them exactly what they want to hear.

Have a Deep Knowledge of Products You Sell

As a mobile repair technician, you already have in-depth knowledge of cell phone repairing. However, if you sell other products like phone accessories, make sure you have a deep knowledge of them.

For instance, if you sell wireless earphones, make sure you know the product in and out, including compatible phones, battery life, volume controls, etc.

Reward Your Loyal Customers

Rewarding your loyal customers makes them feel special and valued. Plus, it helps build a long-lasting relationship with them. Here are some ways you can reward loyal customers in your cell phone repair shop:

Give something for free. It doesn’t have to be expensive. For instance, when they get a screen repaired from you, please give them a tempered glass as a complimentary.
Let them try the latest products for free. If you get some branded products for testing, hand them over to your local customers and ask them for feedback.
Create a loyalty program that rewards customers every time they purchase from you.
Offer special discounts or gift vouchers that allow them to get a product of their choice without spending a lot.
You can find who your loyal customers are in your POS software with customer information (including how many times they’ve visited your store).

Use Positive Language

Good customer service includes making minor changes in your conversational patterns based on the situation. This will help you keep the customer happy and satisfied.

For example, let’s suppose a customer wants a product that won’t be available until next month. Here are two ways to respond to it.

Without positive language: The product won’t be available until next month. I have ordered it and am waiting for it to be delivered.
With positive language: The product is sold out and will be available next month. If you say, I will order it for you immediately and contact you as soon as it reaches my store.

The first one isn’t negative, but the tone feels impersonal. The second one states the same thing, but the tone is personal and shows how the issue will be solved (I will contact you).

Here are some examples of positive and negative words.

Be Helpful – Regardless of Profit

Every customer is unique, and so are their requirements. However, this should not prevent you from providing outstanding service to them.

For instance, if you have a product priced at $20 but the customer has only $18, give them the item (if that’s not a loss for you). This will make them feel that they got the product at the best rate.

And, it’s not just about giving a discount. If a customer has come to you with an issue with their mobile (a minor one), you can even repair it for free. This will encourage them to visit you every time they need your services. Plus, they’ll likely share their experience with their friends and families.

How can Injured Gadgets help your repair shop?

Injured Gadgets is a leading mobile repair and replacement parts supplier in the US. Apart from the best prices, you get a limited lifetime warranty on all the products you buy from Injured Gadgets. You can then offer the same to your customers to build trust with them.

Whether you’re looking for wholesale iPhone parts suppliers or accessories, Injured Gadget has everything you will ever need.

Wrap Up

Customer retention is all about providing great customer service. By using positive language, selling high-quality products, and rewarding your loyal customers, you can make them keep coming back to your cell phone repair shop.

All the products at Injured Gadgets go through multiple testing procedures to ensure you get the best value for money. With same-day shipping options, you can get phone parts quickly and increase your turnaround time.