How to Handle Estimate Changes: Managing Customer Expectations

Estimate changes are common in the auto body industry.  However, if not handled correctly, these common occurrences can cause your customers to lose trust in your company. Auto body shops can become incredibly busy at the drop of a hat, making it difficult for you to find time to talk with your customers while maintaining quality work. 

Check out these tips and solutions to help your auto body shop better handle estimate changes.

Provide Regular Updates

Regular communication is the key to keeping your clients happy. When working on any project, it’s important to update the client every time you have finished one objective. This will let them know that you are working diligently on the vehicle, and it will also give them a rough idea of when to expect the finished product.

Notify the Customer as Soon as Changes are Needed

If you were upfront with the customer in the beginning, they might expect certain delays to occur. However, if they are not informed about these delays in a timely manner, they are likely to think that the delay is due to procrastination.

If you need to make even a small change to the original plan, you should let the customer know as soon as possible. This will allow them time to consider the changes. Whether they agree or disagree with the changes, informing them early on will ensure that the project is able to be completed in a timely manner.

Provide  Detailed Descriptions of the Necessary Changes

When explaining the changes, you should also give them a detailed list of everything that needs to be done. Provide them with an itemized list that clearly describes the extra cost and time needed to complete the  changes.

Clearly Explain the Benefits of the Changes

Make sure that your client understands the benefits of each change. Lay out all of the pros as well as the cons. Explain to them how the benefits are well worth the extra time and money that needs to be invested into the project. 

Follow Up with the Customer After All Repairs are Completed

Customer feedback is an important part of maintaining good customer relationships. A few weeks after the project has been completed, you should contact the customer to ensure that everything is going well with their vehicle. Ask them if they like the changes and if everything is working as expected.

How Collision Resources Can Help with Estimate Changes

At Collision Resources, our CR Auto Scheduler^® – Estimate can help eliminate communication barriers between you and your customers. With this innovative software, customers can schedule appointments, get updates on their vehicles, and so much more. Schedule your free demo today to see how our revolutionary software can help your auto body shop!