Common Customer Service Myths Exposed
How to break down the myths of customer service, get into customers’ heads, and figure out the best way to serve them and turn a problem customer into a customer for life.
Ask The Customer Again
When your service advisors recommend additional services that are outside of the customer’s original concern, and the customer initially declines those additional services, in most cases, your advisors should call the customer back at the appropriate time to re-offer the services.
The Power Of An Assumptive Close
We all know that people love choices, especially when they are making a purchasing decision. But when selling diagnostic services, you need to use an “assumptive close.” This means you just assume that the customer is going to authorize your recommendation.
Save Money While Generating Happier Customers
A customer returns to your shop and is not happy. They tell you that you had replaced their alternator in the past, and it recently failed while they were out of town. Most shop owners and service advisors will then ask the customer why they were not contacted before the customer authorized the repair. Asking that question first is a mistake, because it will immediately put the customer on the defense and escalate their anger.
Getting Employees To Adopt The Right Culture
How many times during the day does a customer stop by or call, and ask to only speak with you, the shop owner? Do you know why? It’s because in general, the experience the customer has when dealing with the owner of a business is much different than when dealing with an employee.
Encouraging Innovation And Shop Improvement From Within Your Team
As I look back over my 30-plus years in business, and reflect upon the things our company has done to grow and improve our business, a lot has changed as it relates to the movement (and obtainment) of information.
Best Practices For Social Media And Crafting The Right Media Mix
In the first three parts of this article series, we talked about the ways that you can use web technologies to enhance customer service, increase customer satisfaction, create satisfied repeat customers and improve your shop’s bottom line in the process. In this article, I want to talk specifically about the web technology everyone else is buzzing about – social media – and how it can change the world of advertising for local businesses like yours.
Time Management And Achieving Balance
A few months ago, my mom passed away. She lived a long and fruitful life working hard as a single mother to ensure her three children had food on the table, a roof over their head and clothes on their back. Not an easy feat in the early 1960s in a small, western NY town. Looking back at my upbringing, I recall we didn’t have as much “stuff” as my friends in school, but one thing she always had for us was her time and love.
Why Should A Customer Buy What You Are Selling?
Ever wonder why a customer does not see the value in what you are recommending and declines the service or repair? Our sales approach, at times, assumes that the customer fully understands the reason for or benefits of a particular service or repair, when in reality, they may have no idea what we are speaking about.
The Customer Can Buy The Part For Less
A customer calls to tell you they discovered that they could have bought a part you sold them for less somewhere else. You can reduce those calls by doing a great car delivery that includes going over the repair order in detail, but when that call inevitably comes in, consider saying something like this …
Bring More Cars Into Your Shop
Although most shops have sales goals, very few have car count goals. In all of our service advisor training courses, one of the things we teach the advisors is to establish daily car count goals that are based on sales goals.
The Key To Effective Service Advisor Pay Programs
As with any compensation program, the first thing you’ll need to do is conclude what you want to accomplish with any change in employee behavior. Where most shop owners get into trouble is they’ll immediately say they want to see higher sales when it comes to their service advisors. So they’ll put their advisors on a commission program that’s based on sales, and as you can imagine, their sales typically go up. Unfortunately, so do their expenses and customer complaints.