Suzy’s Customer Service Strategies

Feb. 1, 2011
The five customer service strategies Suzy Hopkins implemented at Jackson’s Body Shop

When Suzy Hopkins joined her husband’s body shop, Jackson’s Body Shop in Clarksville Tenn., one of her first tasks was to kick the customer service level up a notch. To do so, she made several customer-focused improvements, including:

• Creating a Web Site. Before Suzy joined Jackson’s, the shop lacked even a basic web site. Using Vistaprint (an easy, low-cost way to create an online presence), Suzy created a web site ( that includes shop information, customer testimonials, a picture gallery of vehicles and a page where customers can view the progress of their vehicle repair.

• Getting Social Media-Savvy. Suzy created a Facebook page for the shop, where she posts photos and details about weekly contests. Jackson’s gives small gifts like Subway gift cards or movie passes for correctly answering a question about the shop.

• Providing Loaner Cars. Jackson’s has a small fleet of cars available to customers. Before, the shop provided some old loaner cars, but Suzy upgraded the fleet. She researched, test-drove, and ultimately leased three 2010 Honda Civics for the shop.

• Offering Goody Bags. As an added thank you, Suzy puts a goody bag—filled with simple, useful items like a car air freshener, a Jackson’s pen and pad of paper, and a thank-you car—in each vehicle before customers come for pick up.

• Giving Customers Estimating Packets. Jackson’s pairs its estimates with a packet of information about the shop and its services in order to help people make an informed repair decision.

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