Are you selling all of the jobs you possibly can? Can your customers see the passion you have for servicing their vehicles? A Sense of Urgency (SOU) can really make the difference in creating lifetime customers.
Learning a Sense of Urgency for Customer Service
Whether you’re a Service Advisor working front of house, or a Mechanic working in the back, a sense of urgency is key.
Brian opens up this segment with an analogy about walking into a local restaurant. Their staff instantly bowls you over by bending over backward to serve you. The host or hostess greets you with a smile and quickly directs you to an open table. Your Waiter rushes to your seats to take your order. How do you think that affects your buying mood? Aren’t you more likely to start with an appetizer or order a dessert afterward?
It should come as no surprise to you that many auto repair clients become repeat customers because of how friendly a shop’s staff are. When front counter staff are quick to greet you politely and take a genuine interest in you and your vehicle, you are more likely to want to come back.
Brian provided evidence of this by using an example of one of his Service Advisors at the shop he once owned in Georgia. Since this employee demonstrated a sense of urgency, as well as an eager to please attitude, it made a huge impression on his clients. They even remembered him years later!
There’s no reason why this can’t work for your shop! When you encourage the traits of friendliness and speedy service in your Service Writers, Managers, and Technicians, everybody wins.
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