4 Things You Can Do When a Customer Calls Looking for a Different Shop
Have you ever received a call from a driver looking for a different shop? The answer is probably yes. Knowing how to engage these potential customers can turn a wrong number call into an opportunity for your shop!
We have some tips you can use to make sure you’re taking advantage of this opportunity:
1. Be courteous.
It seems like common sense, but it’s often forgotten – especially when it comes to wrong number calls. It’s easy to consider the call as a waste of time, but show the potential customer why he or she should choose your shop! This can start with being courteous and helpful while you have them on the phone. Feel free to check out our past blog post on phone etiquette for some general reminders.
2. Let them know you can help them.
When someone dials the wrong number to your personal phone, you typically can’t help them. But when someone looking for auto repair calls in looking for your competition down the street, you want to let them know that you might not be who they’re looking for, but you sure can help!
Example: “Is this Dave’s Auto Repair? No, it’s not, but this Jessica’s Service Center, and we’re an auto repair shop in Apex. What service do you need?”
3. Ask questions.
Often times, a customer doesn’t know what is going on with his or her vehicle – that’s why they’re in need of your services, so asking questions and engaging the caller can show them you care about diagnosing their problem and that you are the most qualified
Example: Can you describe what trouble you’re having with your vehicle today?
4. Don’t get frustrated if they don’t go with your shop.
You won’t turn every wrong number call into a customer, and knowing that can save you a lot of frustration. The most important thing is to take advantage of the opportunity that has presented itself. So, engage the potential customer, try to win their business, and if the caller turns into a customer – great! If not, you can try again next time.
Example: Thank you for calling. Let us know if we can help you in the future!
Is there something wrong with my internet marketing if someone calls in looking for the wrong shop?
This is a common question we hear when a client receives a call like this. The short answer: There’s likely nothing wrong with your online marketing. Some possibilities are that your competition is targeting the wrong keywords in AdWords or that their Google organic listings are wrong. Instead of focusing on why you’re getting the wrong number call, focus on transforming this driver into a customer!