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 |