Your Phone Skills Matter
We might be in an age where we text on our phones more than we talk on them, but in the customer service world – phone skills still matter.
CSI: How to Get the Scores You Deserve
How can your happy customers to help your dealership get the CSI scores it deserves?
Are You Personalizing Service Recommendations?
Sometimes customers will enter your service department with their guard up. Whatever else you’re selling beyond their prime item, they’re not buying. It’s not about time, or money – it’s about trust. We have all seen the news stories about customers who have been ripped off by auto repair shops and dealerships. So, if a customer […]
Want Repeat Business? Schedule Your Customer’s Next Visit
I know I am more likely to return to the same service provider for a haircut or dental cleaning when I schedule that next appointment before I leave. This same principal can be beneficial to clients at car dealers and repair shops. You can make car maintenance easier for your customers by taking a moment […]
Consistency is Key for Gaining Repeat Customers
Think about the places you return to again and again. Do you pass by McDonald’s to eat at Chik-Fil-A because you love their service? When you are traveling, do you book the same hotel chain that you know and love? What do your favorite businesses have in common? They are likely providing you a consistent […]
Driving Price Shoppers to Your Service Lane
Every automotive service department has received phone calls from customers asking for the price of a service or repair. These customers are going to move forward with an appointment somewhere, so you how do you get them to drive into your service lane? Here are my top tips for turning price shoppers into customers: Make […]
Proactively Prepare for Your Customer’s Appointment
Preparing for your customers is a simple tip I give automotive service advisors to drive sales and boost customer engagement in the service lane. This goes beyond scheduling based on shop capacity or taking a brief look over who is coming in for an appointment; proper preparation requires taking the time to review your customer’s […]