What Every Customer Needs To Hear -

What Every Customer Needs To Hear

When you are giving any service recommendation, it's important to repeat any concerns that your customers have shared back to them. This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that they are in.

By Bob Cooper

When you are giving any service recommendation, it’s important to repeat any concerns that your customers have shared back to them.  This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that they are in. 

Try saying something like, “Jim, I know you mentioned that you’re on a tight budget this month, so I took the liberty of exploring some options for you. Let me tell you what I found.”  This sends a powerful message to your customers that you have carefully considered their situations, and have recommendations based on what you feel is best for them.  The fact that you’re recommending the repair because of their primary concern will help put your customers at ease, and will help them make the right decisions for the right reasons.

For additional help increasing your advisors’ sales and CSI scores, learn more about Elite’s Masters Service Advisor Training Course.

You May Also Like

Five Essential Roles A Shop Owner Must Play

There are seemingly infinite roles you’ll play as a shop owner, but these five are the foundation for success.

El Jefe; Big Kahuna; Mister Big; Chief; Skipper; Top Dog. These are just a few slang terms you may be called as boss.

Of course, there may be OTHER things you’re called, and depending on the setting and context, a slang nickname might be endearing – sometimes, not so much.  Either way, the boss is who you are. The roles and responsibilities of your position are huge. The rewards can be just as big, so long as everyone in your shop executes their responsibilities with the precision of a well-led NASCAR or Formula 1 team.

Noise Reduction is More Important for Tires Today

Tire engineers use a bevy of tests to strive for lower decibels and create a tire that minimizes any noise distractions.

Consumers Often Report ADAS Issues After Repairs

While crash avoidance features have proven safety benefits, some vehicle owners report problems after repairs.

Adaptive Technology: How BMWs Learn From Themselves

Let’s look at five common adaptations for late-model BMWs, and what you should know before you start a repair.

To Solve Steering Issues Now Requires Sensor Skills

To solve steering complaints, techs must understand how the modules and sensors work together.

Other Posts

Team Appreciation Taken To The Next Level

“Help set and meet the shop’s goals and we’ll all go to Hawaii,” says owner. Team responds, packs bags for vacation.

Easy as 1, 2, 3

With the instant power of the internet, a complete list of tool manufacturers and company information is at your fingertips.

Understanding Static and Dynamic Air Pressure Differences

The reality is, your air tools are likely not getting the correct pressure and volume they desire – and you think they are.

Why Would You Jump Start an EV?

If an EV with a full battery won’t start, here’s how you can get it up and running.