It’s the kickoff show for our December 2020 Clear Counter Communications series! We have a great group of YNR members and guests assembled to discuss phone skills and scripts. Here’s the rundown of topics:
Series/Booklet Overview 0:50-5:45
Getting Acquainted / In Person Counter Contact Overview 5:46-7:28
In the excerpt above from our Front Counter Workshop series, Brian discusses the concept of professional obligation in the automotive industry. We owe it to our coworkers and clients to be both honest and consistent. The members of your community, as well as your profession, talk. Word of rudeness, dishonesty, and overall unprofessionalism travels quickly.
YNR Members on the call talk about the similarities between auto repair shop staff and medical doctors. It is up to us to not only correctly diagnose a vehicle’s problems, but to also remain up front about them with their owners. Think of how you would feel as a customer if a service advisor withheld information about problems with your car because he or she was afraid of charging you more. Imagine if these problems caused your car to break down, and cost you even more later. You probably would not visit that shop again. You may even leave the shop a poor review online afterward. What if that review included the service advisor’s name? Surely, that would cause harm to the shop’s reputation, as well as the front counter staff.
Our professional obligation as Auto Repair Shop owners and staff
You owe it to your team to model both honesty and integrity. As Warren Buffett famously said, “It takes twenty years to build a reputation, and five minutes to ruin it.” If your staff sees you practicing what you preach, then they will get buy in from you.
When mechanic technicians, general managers, and service writers work together to perform their professional obligations, customers respond. They will reward your honesty and consistency with the one thing every automotive shop needs: return business and referrals!
Learn more about professionalism in your own auto repair shop!
Could your front counter staff use a deep dive on the concept of professional obligation? Learn the systems that run a successful automotive repair business, as well as how to teach them to your people. You Net Results offers LIVE online meeting groups every week. They are also archived on our site for you to view at your convenience. Sign up for a free strategy session!
In this short clip from the May 20th, 2020 Front Counter Workshop meeting, Brian Gillis discusses a few scenarios that your automotive Service Writers might encounter. When your customers bring their vehicles in for recommended checkups at 30,000, 60,000, or 90,000 miles, Service Advisors must print out a checklist. During this regularly scheduled maintenance, it is important that both our front counter personnel and our technicians are as thorough as possible. Your car service system should always include making the right recommendations when you share the printout.
30/60/90 Maintenance Discussion
The You Net Results members taking part in the call then propose some specific services we should recommend. What if the customer objects to your recommendation after that? Perhaps your customers who have read their manuals will reject recommendations when your auto repair Service Writers make them. “The manual does not recommend checking that part at this mileage amount, so I will opt out,” they may say.
Brian then guides us on how we should all respond when such instances as these occur. These are the must have core tenets in any car service system. They will build customers’ confidence, as well as maximize your profits, guaranteed!
Put the most effective car service system to work in your auto repair shop today!
Do you and your front counter team need repair sales training that is both hands on and in real time? If your profit margins are not what you wish they were, then the answer will always be yes! Learn the car service system that runs a successful automotive repair business, as well as how to teach them to your people. We offer LIVE online meeting groups via Zoom each and every week. They are also archived on our site for you to view at your convenience. Sign up for a free strategy session today!
Many callback examples talked about! There is nothing like a phone call with your voice. Text and email work, but a phone call is still the best. There is nothing like hearing, “I am glad you called…”
Also:
Exploring Script Writing
Don’t win it
Write a script and role play it several times before you make the call
You owe it to your team to model both honesty and integrity. As 
30/60/90 Maintenance Discussion
