Every Time I Come In ... You're Telling Me I Need Something

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 recommendations. Their thinking is that they don't want to scare the customer away by telling them they need a long list of repairs or services.

the customer comes in. 

Unfortunately, this leads to having to tell your customers something during each subsequent visit that they should have heard during their first visit! It’s also your ethical responsibility to tell your customers EVERYTHING that is wrong with their vehicles.

To make matters worse, what if another shop discovers the need for those services that you “overlooked?” So, do a complete and thorough inspection with every first time customer, tell them everything you discover, and then use your sales skills to help them see the value in authorizing all the repairs. If they decide to pass on some of your recommendations, then one thing is for certain: There will be no surprises the next time they come in. Hold back … and both you and your customers lose!

For the last 20 years, Bob Cooper has been the president of Elite Worldwide, Inc. (www.EliteWorldwideStore.com), offering shop owners sales, marketing and employee management audio training courses available for instant download. The company also offers coaching and service advisor training services. You can contact Cooper at [email protected], or by calling (800) 204-3548.

You May Also Like

FCS Introduces 42 New Numbers in May

Complete strut assemblies, shock absorbers, shock absorber assembly kits and suspension struts for popular VIO applications are included.

FCS Automotive announced the release of 42 new numbers in May, including:

8 Complete Strut Assemblies (936,389 vehicles in operation)

6 Shock Absorber Assembly Kits (2,696,801vehicles in operation)

16 Shock Absorbers (6,245,071 vehicles in operation)

12 Suspension Struts (2,135,974 vehicles in operation)

Philips Ultinon Drive 5000 LED Lightbar Line Expands

Lumileds has expanded the Philips Ultinon Drive 5000 series to include eight models.

DMA Adds New BrakeMaster Coverage

New coverage for Ford and Chevy includes popular pickup trucks and SUVs.

Akebono Expands Severe Duty Disc Brake Pad Kits

Akebono said it expanded its severe-duty ultra-premium disc brake pad line by 14 new part numbers.

GSP Releases New CV Axle Part Numbers

GSP said 14 new CV axle part numbers are in stock and ready to ship.

Other Posts

BCA Bearings Unveils 2024 Endless Summer Promotion

The Endless Summer promotion runs from May 1 through June 30, 2024.

PRT Launches 30 New Complete Strut Assemblies

The new items represent more than 10 million vehicles in new coverage, PRT said.

RNR Tire Express Hosts Mother’s Day Giveaway

The eighth-annual event promises $100,000 in prizes, as well as a brand new 2024 Buick Encore for one select nominee.

Brand Refresh for Tires Plus, Hibdon Tires Plus Begins

Logo updates include a single-color tire mark; a logo palette comprised of Tires Plus yellow, black and red; and refined typefaces.