I have always taught that seeing is believing and it is a must to involve customers visually. Seeing is also buying and when customers see their issues they buy more often than not. It is also retaining the customer this will improve trust and never allow the dealership to have integrity questioned. I have been asked how to do this with drop off customers and now believe Chris had a wonderful answer to solve this concern. He uses his cell phone and sends a photo of the issue to the customers phone to show the concern and explain costs. He asks the customer before sending if they would like to see the issue he would be happy to send them photos right away. In addition to this wonderful policy I would like to add it should be a practice for us all to retain the old parts for the customer so they can see what was taken off the car. Let's do everything we can to foster integrity and trust with the dealership. I would love to hear from others their best practices for customer care.

Please email me and share your thoughts at rgehring@fixedperformance.com 

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