Customers, Clients, or Guests? The Power of Auto Repair Concierge Services
- January 20, 2025
No matter what kind of service you provide or retail business you work in, you are selling a product or service to someone. And how you address that someone is incredibly important within your business culture.
There are fine details and nuances inside of a business, and one of those things is recognizing your patron’s part in your daily business role. To many, the patron is just a customer. Personally, I loathe the word “Customer,” and I hear it in so many places I go.
I find the word to be flat, with little to no emotional attachment. There is not a lot of honor or glory in being a customer; it sounds transactional. You see, I am a customer at a lot of places I go. I am a client in certain places. And I am treated as a “Guest” in a handful of places.
From Customers to Clients
For years, I sat comfortably with the word “Client.” I was a professional makeup artist, and most of the people who hired me were also professionals, so “Client” fit nicely. I gave them the makeup service I was hired to do, but not much beyond that.
At that time of life, my business was balanced on shallow relationships based solely on financial transactions. I think a lot of service industries fall into this category, especially those that play inside the luxury market.
I don’t hate engaging with businesses that treat you like a “Client.” I know I will more than likely be treated with respect, someone will probably know my name, and I will feel comfortable releasing the amount of money I need for the services rendered.
However, as I evolved into different businesses and aged as a consumer, I felt “Client” was okay, but there had to be something that elevated beyond that.
Discovering the Power of “Guest” Through Auto Repair Concierge Services
It was in a management training class in California that an auto shop owner stood up and said, “I treat all my guests with great care.” Now, that sentence probably sounded cliché to everyone in the room, but one word vibrated in my soul: Guest.
I knew the moment I heard it drop from that owner’s mouth that an evolution was going to occur inside my shop’s verbiage and culture. I went back to the shop and told the service team we would no longer be using the word Client. Instead, we were now offering guest-focused auto repair with concierge services.
That shift meant more than just a new term—it meant elevating the experience. With auto repair concierge services, we take the stress off our guests by providing curbside service, convenient loaner cars, and seamless repair experiences that prioritize comfort and ease.
What It Means to Be a Guest in Auto Repair
Think about what it is to be a guest. When you are at a friend’s house, you feel comfortable grabbing snacks and a drink if you want. When you visit your parents’ house, you kick off your shoes, grab the remote, engage in conversation, and relax.
When you are someone’s guest, you feel comfortable. And if I’ve learned anything over the last few years in Springboro auto shop experiences, it’s that auto care can be an uncomfortable business.
There are days when the conversations are hard, the parts are moving slow, and a guest is anxious about their potential repair or the loss of time with their vehicle. That’s why my shop goes the extra mile to make sure auto repair concierge services are available, including curbside drop-off, loaner cars, and a cozy guest room filled with amenities.
We remove as many barriers as possible to create an effortless, stress-free experience. Guests shouldn’t feel like they have to figure everything out themselves—we handle the details for them.
Building Relationships Based on Trust
We want our guests to feel comfortable from the moment they walk in until the moment they leave. We want them to sit down, make a hot tea, and ask the questions they have, knowing they will get clear answers to help them feel confident in their repair decisions.
Sometimes those decisions are heavy and unexpected, and it takes a friend to help navigate them. We want our guests to see us as friends because we are. Friends trust friends. Friends can talk openly to friends. We believe that auto care relationships in Springboro, OH, should be based on trust and communication for solid longevity.
With our auto repair concierge services, trust isn’t just something we expect—it’s something we build through every interaction. Whether it’s arranging transportation, ensuring seamless scheduling, or providing thorough updates, we make the repair process feel effortless and reassuring.
Why We Treat People the Way We Do
Every business has a reason why it started and a base of consumers they are pitching to. We could easily be a basic shop, offering basic car repairs and average service. But we wanted something different.
We don’t work on cars because we have to—we do it because we genuinely love to. And when you love what you do, you want to treat the people you do it for the best you possibly can.
Our team decided long ago that we did not want our business’s greatest testament to be the car repairs we did, but rather the way we treated people. That’s why we focus on guest-centered car care and creating a truly memorable auto repair concierge service that goes beyond expectations.
Experience Guest-Focused Auto Repair Concierge Services Today
At Schmidt Auto Care, we believe in creating an experience that goes beyond transactions. We’re dedicated to making every visit feel like you’re among friends. From curbside service to personalized care, our auto repair concierge services are designed to provide comfort, trust, and expert vehicle care.
Visit us at 285a Hiawatha Trail, Springboro, OH 45066, or call 937-514-7860 to schedule your next service. Let us show you why guest-focused auto repair concierge services are the future of auto care!
