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Here’s a great discussion from our You Net Results group about auto repair sales analogies. Most customers wouldn’t understand complicated automotive repair terminology. Here are some great metaphors your service advisor can use to help them, and then close the sale of needed repair in the process!

What if a customer asks why you can’t replace just one side of their brake system? Or maybe they are angry they had to bring their vehicle back in soon after their last visit? These sales analogies cover these situations and much more! This is a MUST WATCH for Auto Repair Shop Owners, General Managers, Service Advisors, and Service Writers!

Auto Repair Sales Analogies – Brian’s Prompt

As the clip opens, Brian is discussing phone scripts. He focuses in on the important topic of word analogies. Throughout the years, he has asked some of the most successful service advisors he has met what their best analogies are.

Moving on, he encourages the callers to share their best examples and write them down. At first, they were not ready to share, so Brian recalled his own sales analogy. The customer’s car needs new brakes, and he explained that even though one side was like a worn out shoe, the other was in brand new condition. You can’t just replace the worn out shoe. Both need to be the same condition to work properly.

Group Member Examples of Sales Analogies

Each of our YNR members then provided their own great examples. Steve volunteered his comparison between error codes and Christmas tree lights.

In the case of mismatched tires binding up wheel bearings, Gene compared the failure to a pretzel being twisted up. The customer would always be best served to replace both rear or front tires, instead of just one.

Nick then offered up the analogy that coolant can conduct and store electricity as it ages, just like a battery. Over time, this can corrode the metal parts of your engine. This reminded Brian of another analogy. We may put liquor into the freezer, in order to serve it cold. Because of the alcohol, it will not solidify. Just like alcohol, the chemicals in engine coolant prohibit freezing, and it will stay a liquid, no matter how cold the temperature it is stored in is.

Denise used the analogy of blood work getting done when you go to the doctor. You have blood drawn and tested in order to diagnose any health issues that you may have. This is the same with the Check Engine light in your vehicle. Once the shop scans the code, they know what the vehicle’s health issues are. Denise never uses the word “diagnostics”, but uses “testing” instead. Customers tend to understand that term better.

Additional Samples Your Service Advisors Can Use

Frankie compares ball joints to kneecaps. Eli reiterated Brian’s earlier sales analogy about why we need to buy brakes and rotors in pairs, just like shoes.

Brian added a metaphor to the list about carbon buildup. He has explained the accumulation of carbon in engines to customers with a couple of analogies. When carbon builds up in an engine, it can be flaky like tar when it is cool. Just like cleaning the soot out of your chimney, you periodically need to have carbon cleaned out of your engine.

Rechecks, Milkshakes, and the Chattahoochee

Every automotive shop hates it when customers come back soon after their previous visits for rechecks. Let’s say your shop just completed a costly repair. The customer returns with a new issue, angrily stating that you had just fixed all the car’s problems a week ago! This is where a simple analogy comes into play. You go to a friend’s house for dinner. You excuse yourself to go to the bathroom. When you step into the bathroom and flip the lightswitch, pop! The bulb goes out. There was no way to tell that the light bulb would soon go bad. Such is the case with many vehicle issues. Usually, we can tell when a part or system is wearing out, but not in all cases. Obviously, if we could have detected the problem, we would have informed the client.

Next, Brian compares intermixing of oil and coolant fluids to a milkshake. He also shared a regional analogy native to his former home in Georgia. The Chattahoochee River is well known as a muddy mess. Anytime Service Advisors in the area need to make an analogy about something nasty mixing up in an engine, the Chattahoochee is an easy comparison.

Finally, Brian compares modern vehicles to smartphones. When you need to have your car or truck flashed or reprogrammed, it’s just like downloading a software update for your phone. It is a necessary update in order to ensure security and functionality.

Put These Sales Analogies In Your Toolbox!

The great thing about the automotive repair industry is that you learn something new every day. Once your service advisors memorize these sales analogies and put them into practice, you will see your sales go up. When customers learn an important fact about their vehicles in plain English, they invariably respond, “Let’s get that repair done”.

Learn More – Get Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out, and you need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

Here’s a clip from our Clear Counter Communications webinar, in which Brian and the class discussed the concept of the Black Dot. This is a method Service Advisors can use to mark lost customers.

Tracking Lost Customers

Brian opened the clip by asking the group what a “black dot” could mean in the context of auto repair. Kim correctly explained the concept. Lost customers are those who may have either ghosted their appointments, or have not returned after one visit. Through call reviews, we can often determine how that happened.

How did these prospects become lost customers? Could it be because our Service Writer team is not saying “yes” enough? The first step to finding out is giving their record the black dot mark. Next, you need to put your customer service under the microscope.

PAn auto repair shop service advisor is disappointed by lost customersoor Customer Service Causing Lost Customers

Brian stressed the point that poor customer service is often the cause of shops losing customers. For example, a customer receives a coupon in the mail, and responds by calling to request an oil change appointment. The service advisor, rather than trying to fit them in same day, suggests a next day appointment. Customers hate that. Before the service advisor knows it, the call is over, and the now lost customer is looking for an appointment elsewhere.

Brian and Jim recalled an experiment in which they called other shops in order to test their customer service. This proved their point, as the service writers were rude and cut them off. The obvious lack of phone scripts and systems were major turn offs. Nobody would want to do business with a shop exhibiting behavior like that. More lost customers, thus more black dots.

Learn More – Get Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out, and you need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!

Here’s a clip from our Clear Counter Communications webinar. Brian and the class discuss the concept of the Black Dot. This is a method Service Advisors can use to mark lost customers – those who have ghosted their appointments, or otherwise have not returned. Through call reviews, we can determine how that happened. Could it be because our Service Writer team is not saying “yes” enough?

In this clip from our Clear Counter Communications series, Brian talks about Payoff Gestures. These are gestures for auto service writers to increase repair sales and explain customer repairs. Whether you’re on the phone with a client, or speaking with them face to face, your gestures can make a difference. Standing up, sitting down, using your hands, and facial expressions all tell different stories and give different signals to your clients.

Go for NO!

Go for NO!

Photo by Isaiah Rustad on Unsplash.

When you hear the phrase, “Go For No,” how does that make you feel?

  • Does hearing “go for no” make you uncomfortable?
  • Do you feel kind of creepy or pushy?
  • Does it trigger fear of rejection?

What if I were to tell you that the services you offer could be the answer to someone’s prayers?

What if I were to say that money and the exchange of it is a dignified conversation?

Do you suppose then that talking with clients and finding out their needs could be a good thing?

When you Go For No, you’re not pushy. 

You’re not even confrontational. Instead, going for no is a simple conversation that finds out what your clients need and don’t need. 

If you fear hearing the word “No,” I invite you to join me on a journey. Let’s examine why that word is one of the most helpful words on your path to success.

  • “No” defines boundaries.
  • The word “No” allows you to “know” your client better.
  • “No” helps you know where you stand and what needs to improve before you can get to yes.
  • “No” is “no-thing” to be afraid of in business.

That’s why we say “Go For No.”

Go for No and your automotive repair customers will eventually say YES!Our 360 Group recently met for our first in-person event in Atlanta. It was a great time, and we all learned new techniques about running our businesses better. 

Along the lines of “No,” we learned incredible things about both ourselves and our team members. 

  • We learned what we would no longer tolerate as business owners who want to grow our annual revenues. 
  • Marketing is nothing to fear. 
  • Potential clients will more often say yes to you when you communicate with them and educate them through video marketing. 
  • We discovered that going for no really means not giving up until we have found our God-given purpose.

Take the NO Fear Journey with Brian Gillis. 

At You Net Results, we offer coaching groups for auto repair shop owners and service advisors. Together along with your fellow automotive professionals, you can reach a turnaround point. Then, you will evolve from a business owner to a confident business leader, by eliminating the obstacles holding you back. 

Are you ready? Let’s do this. 

If you’d like to find out more, then contact us for a complimentary consultation. Brian Gillis will discuss your business strategies and then find ways to improve your annual revenue and company culture.

Are you an automotive repair shop owner who is completely lost? Need help organizing your workflow and writing systems to guide your staff? You Net Results has the tool for you to write your own auto repair business systems – Action Flow Charts! This is a series of over 50 templates and documents that will help you, your technicians, your service advisors, and your customers, get the the best experience from your repair shop.

In this video, some of our members discuss how You Net Results’ coaching has benefited them. They then share their initial thoughts after taking time to review our new Action Flow Charts.

Shop Owners Tell Their Stories – Auto Repair Business Systems Testimonials

Auto Repair Team celebrating success

Auto Repair Team celebrating success

Joe Evans begins the discussion by reviewing many of the skills his team has learned from Brian’s coaching methods. He notes all of the useful documents in the Action Flow Charts folder, which correspond to those skills. The sheer volume of useful information is impressive.

Afterward, other shop owners talk about how easy the documents are to access anywhere online via Dropbox. The customizable templates are easy to use, so repair shops can continue growing their bottom line. Instantly, shop owners and managers see the possibilities, both in the pre-written flow charts, and the templates, which enable owners to come up with their own systems. From hiring and recruiting to service advisor training, it’s all there.

Many shop owners are not tech savvy, nor do they have much time to sit down and figure out complex solutions. However, Action Flow Charts are designed to be easy to use for anyone in the industry, regardless of computer knowledge.

Are Action Flow Charts for you?

Not sure? Watch the video above and hear from our satisfied customers. These downloadable SOP templates and documents have revolutionized their shops! We will make a believer out of you! Sign up today.

Did you lose something in the telling? Auto repair shops sometimes struggle with consistent communication.

Photo courtesy Ben White on Unsplash

Have you ever played the game “Telephone”? You start by lining up a group. Then, you whisper a sentence into the first person’s ear. They then whisper the message to the next person. The game continues until the message gets to the final person in line, who announces out loud what sentence they heard. It is often much different from the original sentence. Quite the exercise in communication!

At You Net Results, we know this game shows what happens when messages, systems, and processes are undocumented. Just like in the game of “Telephone,” something can get lost in the telling. When you don’t write down instructions, client comments, or repair orders, this is inevitable.

Communication breakdown

In auto repair businesses, it happens like this:

The Customer tells the Service Advisor something. Time is short. The Service Advisor doesn’t write it down, but they repeat it verbally to the Technician. The Technician may also skip documenting it, so they present the Service Advisor with new information. The Service Advisor then reports to the Customer via phone. More back and forth happens, and then the Customer picks up their vehicle. Later, the Service Advisor is surprised to read the Customer’s one-star review. Why? Communication was not clear. They lost something in the telling.

How can you avoid losing something in the telling?

Do you see how simply repeating verbal information can lose accuracy? It is obvious how the customer felt wronged. How can your team reduce miscommunication? How can they improve clarity?

The answer? Use transparent systems and processes to document all communication. Enter repair issues through DVI reports, notes in your CRM, text messages, recorded phone calls, and other exchanges. When you do, you will reduce your chance of poor reviews.

Perfect your shop’s communication chain!

At You Net Results, we dedicate hours of training to communication. Our coaching sessions help prevent mistakes and lost details. To learn more, contact us for a free consultation. Brian Gillis will discuss your business strategies and ways to improve revenue and company culture.

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