In the world of motorcycle maintenance, suspension care is often underestimated, despite being one of the most crucial aspects to ensure both safety and an enjoyable ride.
In this article, we will explore why motorcycle suspension servicing is so important and how workshop owners can get across the importance to their customers.
Read on to learn more.
Understanding motorcycle suspensions
Motorcycle suspensions are not merely a mechanical component, but a key element that impacts safety, comfort and riding performance.
Suspensions have the job of absorbing shocks and road unevenness, ensuring that the wheels maintain constant contact with the road surface.
This not only increases riding comfort, but it is essential to maintain control and stability of the bike.
Without efficient suspensions, the bike can become unstable, especially on uneven surfaces, increasing the risk of accidents.
There are clear signs indicating the need for a motorcycle suspension check or servicing.
The most common are:
- decreased stability, especially on bends or on irregular surfaces
- unusual noises, such as squeaking or banging, coming from the suspensions
- suspensions that seem too soft or too hard, affecting riding comfort
- irregular tyre wear, often caused by incorrect weight distribution
- oil leaks from forks or shock absorbers.
Explaining to customers how to recognise these signs can help them understand when it is necessary to take the motorcycle to the workshop for a check; it also makes them aware just how important regular maintenance is.
In fact, regular suspension maintenance not only prevents unexpected problems, but also ensures that the motorcycle works to the best of its abilities.
Shock absorbers and forks should be regularly checked to ensure they are in good condition and working properly.
Regular servicing includes checking fork oil, inspecting oil seals, and adjusting suspension settings according to rider weight and riding style.
Customer communication strategies
The key to a successful workshop is not only to provide high-quality maintenance services, but also to establish effective communication with customers.
Here are some ideas to take into account.
Simplicity and clarity
Communicating technical aspects can be tricky, but it is essential to do so in a way that customers can understand.
Avoid overly technical terms and use simple and straightforward language instead.
Using practical and visual examples
People tend to understand better through practical examples or visual demonstrations.
Showing customers worn or damaged suspension parts can help them better understand why maintenance is needed and can therefore prove to be an excellent communication strategy.
Even the use of diagrams or images that show the effect of the suspension on the performance of the motorcycle can be very effective.
Real-life cases
Sharing real-life cases where inadequate motorcycle suspension maintenance has led to problems or accidents can be a powerful tool for getting the message across.
These examples help highlight the risks and demonstrate the importance of regular maintenance.
Feedback and listening
Encourage customer feedback about their experience with the motorcycle's suspensions.
Actively listening and responding to their concerns not only provides valuable information on how to improve services, but also strengthens the relationship with the customer.
Building customer loyalty through maintenance
Customer loyalty is a crucial aspect for the continued success of any motorcycle workshop.
One of the most effective strategies to achieve this goal is through quality maintenance, in particular with regard to suspensions.
Here's how you can use motorcycle suspension maintenance to build a loyal customer base.
Create customised maintenance plans
Each motorcyclist has unique needs, based on the motorcycle model, riding style and frequency of use.
Offering customised maintenance plans, which take these factors into account, demonstrates attention and care for the customer's specific needs.
This approach not only improves the maintenance of the bike, but also shows the customer that their workshop is committed to providing a tailor-made service.
Proactive maintenance communication
Informing customers in advance when it is time to check or service suspensions can be a great way to demonstrate proactivity and concern for their safety.
This can include reminders via email or messages, offering the customer a practical solution before a problem arises.
Demonstrate openness and ability
Being open about the work carried out and providing detailed explanations of what was done during suspension maintenance builds confidence.
Customers appreciate it when they can clearly understand the value of the service they receive.
Offering guarantees and post-service support
Guaranteeing the work done and offering effective post-service support strengthens the customer's confidence in the workshop.
This includes being on hand to answer any questions or concerns after maintenance and offering guarantees on the work done.
Creating a positive workshop experience
The overall customer experience in the workshop should be positive and welcoming.
This can include everything from the actual workshop space to the staff's approach.
A customer who feels valued and treated correctly is more likely to return and recommend the workshop to others.
To be able to use the motorcycle suspension servicing as a strategic lever for customer loyalty, it is necessary to equip the workshop with the correct equipment.
Discover the dedicated suspension equipment carefully designed in every detail by us at KIRO.
Request the catalogue.
