OEC Blog

Your customers are lying to you! (part 1)

Your customers are lying to you! (part 1)

While your customers are relentlessly bombarding you daily with phone calls, often taking up to as many as 8 call-backs to get the order complete; they’re also “secretly” ordering from you online after hours. That’s right, over 52% of mechanical orders are happening – unassisted and online – every night while your parts department is closed!

What Does This Mean?

It means your customers aren’t really lying. They’re just more ready for online purchasing than they’re willing to admit.  Yes, they prefer phone orders because it’s habit. But when push comes to shove, they clearly are not shy about getting on RepairLink, or other online ordering sites, to purchase parts. There is a light at the end of the tunnel!

With this news, now is the time to start transitioning customers away from the time-consuming, labor-intensive practice of phone orders to today’s much more highly efficient and accurate method of online ordering.

In our next installment, we’ll look at the steps you can take to try to change customer behavior.

By: OEC Staff | January 27th, 2016

Be the first to comment

Posted in: Best Business Practices