How much can we influence buying mood when we increase customer comfort? From our members only Clear Counter Communications Series, here’s some great advice for your Service Writers on how to make customers feel at home. If you really want to make auto repair sales, then you need to put yourself in your customer’s shoes and do whatever it takes to make them feel comfortable in your shop.
Customer comfort factors: restaurant analogies
Brian opens up with an analogy about restaurant service. You made plans with a friend to meet for lunch at a local taco restaurant. You show up, walk inside, and you have to wait to be seated. The staff seems to be ignoring you! When the host finally shows up to seat you 2-3 minutes later, they don’t even apologize for making you wait! In this environment, how likely are you to spend extra money on cocktails or dessert after your meal?
In much the same way, you must make the effort to get acquainted with customers when they walk in the door. Engage with them by making small talk, or even complimenting them. Nobody likes having to spend extra money for repairs. Beginning the process with a friendly Service Advisor will make it less painful. You’ll be surprised when you start getting more “YES” answers, just from implementing this simple step.
Could you increase customer comfort in this situation?
Influencing your customers’ buying mood through personal connection
Many customers have made buying decisions before they’ve even walked in the door. Like it or not, factors outside your control may have influenced them negatively toward paying for necessary service. As a front counter worker, you will be the first person clients see when they walk in the door. Can you go above and beyond to break the ice?
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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!