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It takes a second to wreck it: Customer service tips for franchisers

May 23, 2017

 

Our business was built on a cornerstone of customer service. That’s why Tint World®, which opened our first store in 1982, is now the largest independent automotive customization franchise in the business. We have serviced multiple generations of cars for multiple generations of families – because we consider them family ourselves.

Here are a few keys to customer success to ensure your clients return again and again:

  • When greeting a customer, or bidding one farewell, or even when answering the phone, keep a smile on your face. Nothing generates goodwill like a good grin.
  • Treat every customer with dignity and respect, regardless of their appearance. Even the most bedraggled-looking folks could have a wad of cash they want to drop at your store.
  • Banish the words “I don’t know” from your vocabulary. Replace them with “I’ll find out for you.”
  • The customer standing in front of you merits your attention, not one calling on the telephone.
  • Don’t badmouth customers in front of others.
  • Speak clearly, avoid slang and be mindful of your tone.
  • In this technology-driven world, a personal touch counts for a lot. Consider a written note instead of an email thanking a good customer. But no matter how you do it, always offer thanks. Early and often.
  • Make sure your entire team participates in the customer-service sector of your company.
  • First impressions count — a lot. That includes the first impression of your franchise. Keep your grounds maintained, your entrances clean and inviting, and deliver a hearty “hello!” as soon as a client walks in the door.
  • Be considerate of your customer’s time. Attend to their needs on a timely basis, and make sure you deliver their product on time.
  • Look at how other companies handle customer relations, and offer continuing education and training in customer-service best practices.

Above all, remember the adage “It takes time to build. It takes a second to wreck it.

Here’s more on the Tint World® approach to customer service.

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Inc 5000 logo
Entrepreneur Franchise 500 2025
Franchise Times Top 200+
Franchise Registry 2025
Vet Fran
ASE - National Institute for Automotive Service Excellence

*This information appears in the Tint World® Franchise Disclosure Document 2025 Item 19*. Your individual results may differ. There is no assurance that you’ll earn as much.

*1 Total US Automotive Aftermarket is projected at $560 Billion in the parts and accessories auto care industry and projected to reach $574 Billion in 2026.

*2 Specialty Equipment Market Association (SEMA) performance parts and accessories subset of the entire automotive aftermarket is projected at $52.3 Billion in 2023, and projected to reach $58.28 Billion in 2026.

*3 Total US Window Film Market is protected at $11.56 Billion in 2023, and protected to reach $16.56 Billion in 2030. Automotive Window Film Market is protected at $3.62 Billion in 2023, and is protected to reach $5.16 billion by 2030. Architectural Window Films Market is protected at $3.22 Billion In 2022 and protected to reach $4.59 Billion In 2030.

*4 Total US Paint Protection Film Market was valued at $3.5 Billion in 2024 and projected to reach $11.70 Billion in 2030.

*5 Total US Vehicle Wrap Market is protected at $8.72 Billion in 2024, and projected to reach $28.89 Billion in 2030.

*6 Total US Auto Detailing Market was valued at $41.40 Billion in 2024 and protected at $58.06 Billion in 2030.

*7 The US Ceramic Coating Market was valued at $12.03 Billion in 2024 and protected at $19.20 Billion in 2030.

*8 Total US Automotive Electronics Market is projected at $262.60 Billion in 2023, and projected to reach $468.17 Billion in 2030.

*9 Total US Automotive Aftermarket Wheels is projected at $22.05 Billion in 2022, and projected to reach $52.6 Billion in 2031.