fbpx

selling

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?

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?

Ready to take it to the next level? Get Your FREE Strategy Session!

Did that clip about customer comfort strike a chord with you? Why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

 

Wildcard Process Webinar

video

Brian’s Know-How and Experiential

Go For No Breakthrough Training and Coaching Course

  • Removing the Selling Stigma
  • Your definitions of Failure and Success
  • The Five Failure Levels

Downloads

Powerpoint PDF

30-60-90 Principle

30-60-90 Principle

In this clip from the May 20th Front Counter Workshop meeting, Brian discusses a few scenarios that service writers might encounter. When your customers bring their vehicles in for recommended checkups at 30/60/90k, advisors must print out a checklist. During this scheduled maintenance, it is important that front counter personnel and technicians are thorough. Making the right recommendations when sharing the printout should always be part of this car service system.

Car service system - returning key to customer30/60/90 Car Service System Discussion

The YNR members on the call then propose specific services to recommend. What if the customer objects after that? Perhaps your customers who have read their manuals will reject recommendations when your service writers make them. “The manual does not recommend checking that part at this mileage, so I will opt out.”

Brian guides us how to respond when such instances occur. These are core tenets in systems that both build customers’ confidence and maximize your profits.

Put the most effective systems to work in your auto repair shop!

Do you and your front counter team need hands on, real time training? If your profit margins are not what you wish they were, then the answer is always yes! Learn the systems that run a successful automotive repair business, as well as how to teach them to your people. We offer 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 today!

Hide picture