Drive Up Your Service Sales! The #1 Tool For Service Advisors
Over the years I have had the opportunity to employ some of the best service advisors in the industry, and our company has trained thousands of indust...
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Why Does A First-Time Caller Choose Your Shop?
We do a lot of coaching and training in the auto repair industry and have had the privilege of working with some really amazing people and businesses....
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Using The Web To Enhance Your Customer Service Efforts
As you'll remember from the January/February issue of Shop Owner, we spent some time talking about the importance of an effective web presence. To get...
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The One Word Your Customers Want To Hear
I had the opportunity to interview more than 40 people for a panel of customers I moderated in Dallas, TX. In many cases, I spent well over an hour wi...
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Service Advisors Need To Be Salespeople
Anyone who has been selling service for any length of time will agree that there are two kinds of customers. The first is the customer who has a histo...
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Preventing Maintenance Service Sales Objections
In order to prevent maintenance service sales objections, you need to make sure that your customers fully understand the benefits of these valuable se...
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Never Thank Your Customers For Their Business
It was decades ago when I stopped thanking my customers for their business, and here's why …
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Relationships, Not Salesmanship, Make The Sale
You need to understand the products you sell, the features and benefits of the service, and the importance of being honest. But if you really want to ...
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Lessons Learned From Amazon.com: Best Practices To Improve Customer Retention And Sales
I love Amazon! Over the past five years or so, I've purchased countless items from Amazon: books, DVDs, office supplies, electronics, coffee, assorted...
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Improving Customer Service Beyond The Counter: Leveraging The Web To Generate Leads And Build Customer Relationships
If you're like most shop owners, when you think about making better use of the Web, you're likely thinking about things like your website, your Google...
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Hit These Five Targets For Extremely Satisfied Customers
There's a lot of discussion these days about providing superior customer service - in fact, this subject is the cornerstone of my Pinnacle Performance...
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Before Investing More In Your Auto Repair Marketing ...
When car counts aren't what they need to be, most shop owners will pump more money into their auto repair marketing efforts. But before you invest one...
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The True Essence Of Selling
In a world where service advisors don't want to be considered salespeople, we need to search our souls. Why is it that "selling" has become a dirty w...
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Service Advisor Sales Tip: 'How Long Will It Take?'
When a customer shows up at 10:00 a.m. and asks "How long will it take for an oil change?" what most service advisors will do is answer with a specifi...
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Every Time I Come In ... You're Telling Me I Need Something
Heard this one before? When a first-time customer comes into a service facility, it's not uncommon for service advisors to "hold back" on some of the ...
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