What keeps The Wheel Specialist’s customers coming back for more?
It may be a cliché but: It’s not always what you do, it’s how you do it. A superior service and product is only the first step in business success with a franchise from The Wheel Specialist.
In this highly competitive world, what’s the “secret formula” which would make your business stand out from the crowd, so you grow at a healthy rate? Is it the fact your showroom and workshop is fully kitted out with all the right equipment? Is it the fact you can offer 1000’s of finishes and work is fully guaranteed? Is it because you can offer industry-leading turnaround times?
No! The secret is customer experience!
In this day and age, it’s hard for even the best business to differentiate themselves from their competitors. While few of our rivals can wow their customers with a superior service like our franchisees can, what changes a good business into an outstanding business in customers’ minds? Often, it’s about so much more than price or product – it’s the whole customer experience.
According to recent market research, 74% of customers will make a purchase based on experience alone, and 86% of buyers will actually choose to pay more if they trust a company to deliver a great customer experience. It’s absolutely critical in how customers choose to spend their money.
When customers have a positive experience, they are also far more likely to become loyal, repeat customers, of course, but that’s not all. Aside from bringing in more revenue themselves, loyal customers also become active advocates of the brand, promoting your business through word-of-mouth and social media, which in turn brings in new customers. It’s all part and parcel of building the kind of reputation which guarantees your business will grow and thrive for many years to come.
Here at The Wheel Specialist, we repair more wheels than anyone in the UK, so put a great deal of emphasis on a truly customer-centric approach. Of course, most companies claim to “put customers first”, but very few understand exactly what it takes. So, how does a brand like The Wheel Specialist actually deliver on our promise, and what does it mean to offer a great customer experience?
For us, it’s about understanding two very important things:
Firstly, customer experience is something which needs to permeate your business at every level, not just be an add-on. It should be built into the core of everything you do, every touchpoint, and every interaction your customers have with you. From what they see online before they even let you know they’re looking, to their in-store encounter, and after-sales care. It’s a serious investment in your business’ growth. What could be more important?
Secondly, there is no “secret formula” to creating a great customer experience. Every customer is different; there’s no “one size fits all” approach. It’s about being prepared, and having the right attitude and approach in place. We’ve been trading since 1955, one of the keystones of our success and longevity is having spent almost 70 years listening to our customers and learning to read them. Put simply, we deliver exactly what they want, because this means so much more than just delivering a great wheel refurbishment service.
Even though the business has adapted and changed over the years, our care for customers has not. And this is what offer to our franchisees, so you can build a business which is successful. We have what it takes to help you build a truly exceptional business, bringing you a healthy return on your investment. All you need to bring is your ambition and the commitment to ensure your customers are happy with the work you do. This will speak volumes for you, in the long run.
Interested in learning more?
Our easy-to-follow business is designed to help you excel, and rise above your competition in a way customers can see for themselves, so you grow a healthy asset. Contact us to discover how a management franchise with The Wheel Specialist could be the opportunity you’ve been waiting for.