Imagine yourself entering a business where everyone seems to be hurrying around and you are greeted with, "Someone will be with you in a second" as they rush right past you.  Then when someone finally approaches they use phrases like, "I'll get you taken care of real quick" or "this will only take a second." When we role-play or monitor advisors doing a walk-around "real quick" is used approximately 3-6 times per customer. You may not have been in a hurry at all but you soon will be with this type of atmosphere spinning around you. We are basically telling our clients weare too busy to spend time with them. Then instead of taking the time to look at our clients and practice active listening, often advisors multi task through the entire write-up.  Does this sound familiar?  Do you see it happening in your store?  Let's take a look at a few quotes from some research conducted by Google.   

"I'd like it if they spent more time explaining things to me. I know they are busy but it would make me trust them more."

Clients will only buy from someone they like, trust and respect. None of these attributes can be built "real quick"!

"I want proof! I would like them to show me items needed and parts that need to be replaced.  A video or picture would also be helpful.  Promotions are huge but knowing the job will be done right and is needed is even more important! If they can't convince me I will research it before I buy."

These statements alone validate how critical it is to perform a walk-around with the client beside you during the check-in. They want to see worn tires, dirty fluids, worn wiper blades, burnt out light bulbs etc... before they approve the work.  It is not enough to tell customers they need to do something or it is time to do a service; instead you

need to have proof or direct their research so they are not going to the wrong places and getting bad information.  For example, when we teach advisors to sell tire maintenance we direct them to share with their clients that they can see all of the rotate, balance and alignment recommendations on their tire manufacturers website.  This statement let's clients know we are being honest and thorough in recommending the right services for their vehicle.  Visual aids are a vital piece of the puzzle too.  Maintenance videos in the waiting area are very helpful but should be mixed in with regular programming so we don't bore them to death. This generation not only wants proof they are demanding it!  

I know some clients may be in a hurry to get somewhere but they are the minority.  What are they in a hurry to do?  Go wait for a shuttle, a loaner or better yet to sit in your waiting room?  If your clients think your check-in process is to drop the keys and run out the door it is usually because that is what we have trained them to do.   

81% of drivers agreed quality of service and a great customer experience are more important than a low price or a good deal.

Setting the pace for your check-in process is critical to your bottom line and should start when they call to schedule their check-in time. It is time to make every client aware that they are valued and you are going to give them the time and attention they deserve every time they come in. It's time to give our clients what they want; not just quick service but an exceptional experience! Enjoy this entire article On Dealer Elite, our Facebook page or in CBT Magazine.

We have created a webinar that covers the legalities set by recent court cases regarding how factory recommended maintenance and dealer recommended maintenance must be presented and documented.  This 30 minute session could save you millions!  Please let us know if you would like to attend or watch for more registration opportunities on Dealer Elite.   

Soon our popular webinar training sessions will be available 24 hours a day seven days a week!  We will have recorded sessions online so your advisors can learn and grow anytime of the day.

Advisors will be required to pass tests to move to the next level and will have over 20 sessions with new ones added every month to choose from!

Call today to find out how your small investment could pay off big! 

 

sally@swservicesolutions.com

317-509-5615

SW Service Solutions welcomes Kristopher Hampton to our training staff.  He has been working behind the scenes with our company for years and is now ready to hit the road and perform training in your store.

Call today to schedule your fall and winter training!