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.
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.”
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
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.
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.
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.
In this video, Brian and and our members discuss advanced phone voice skills. These are tips that your service advisors can use TODAY to sell more jobs! This is must watch content for auto repair shop owners, as well as their service writers! Watch the video, then read on for more.
Phone Voice Tips for Automotive Industry Professionals
First, Brian discusses moves on from previously discussing analogies that Service Advisors can use to close more sales. He shares a worksheet with lists of phone voices. These include Payoff Enhancements, which can help close more sales. Second, the worksheet lists Voice Enhancements to avoid. Finally, he points out a list of Payoff Gestures, which can help Service Writers on the phone or in person.
The Payoff Voice Enhancements, depending on the situation, can be invaluable tools. Imagine encountering a customer who is disappointed that their car broke down. They don’t know you personally and have never been in your shop. Because of that, they do not trust you. How would you cheer them up and put their mind at ease? Practicing a phone voice of empathy is key. Knowing the customer’s situation inside and out prepares you to know the right voice enhancement to use. This is especially important when making follow up phone calls where you must break unpleasant news to your customer about their vehicle.
Gathering as much knowledge as you can about a vehicle’s situation is crucial to building your confidence. Repair shop owners and Service Advisors may do this by personally inspecting the vehicle, speaking with your Technicians about the job. Sometimes, it’s a simple as Googling a particular issue or part. When you are fully prepared for your call, customers will recognize your confidence, and they will feel more at ease.
Learn More – Get Your FREE Strategy Session
What to know more about improving your phone voice? Then why not schedule a FREE business strategy session with Brian? You’ve got nothing to lose, so sign up today!