9. "Are you going to wait for this?" This insinuates that the repair will be quick. I mean would you seriously make this suggestion if the service was going to take hours? It is always best for you and your clients to get them out of the waiting room and back to their normal routines. This helps take their minds off of the time it takes to perform any repairs or service and keeps them from sitting in a waiting room where one negative client can spoil the whole bunch. They will also be more inclined to approve additional services.

8. "We don't have to do all of these services today." Really? Then I won't! If you do not treat all repairs and services as vital to the vehicle then clients will put them off. If I can take my money and do something fun instead of getting a transmission service, I will! Wouldn't you? Always make the services sound equally important and beneficial unless there is a safety issue or the client has repeatedly made you aware they do not have the money. Even then, never make any service seem like it isn't as important. Recommend that they do part of the services now and then schedule a second visit for the rest as soon as possible.

7. "Like I said..." No matter how you use this phrase it sounds condescending. If a client asks a question you need to find a different way to explain a second time because your first method did not work. Using this phrase will not only be offensive but they will more than likely say no because you have not answered their questions in a professional manner.

6. "You might want to think about..." This insinuates that it's not that important. I may or may not want to think about it. Instead let's say "Our certified technicians recommend" or"This is an important service because..."

5. "It's an expensive service or job..." This is an easy fix! Just change the word expensive to extensive. This will make the job seem worth the cost involved. The only time we use expensive is when we are doing preventative maintenance to avoid expensive repairs. We perform extensive services and repairs.

4. "What's the name?" This is a habit that is continually used in our business. Our name is the most personal thing we own. Why would we depersonalize the service experience from the first point of contact? Instead use "Good morning, welcome to Sally's Motors, I am Sally and you are?" (Hey a girl can dream right?) The client will answer by telling you exactly how they want to be addressed. Example: I am Dr. Whitesell. On the phone it should be "May I have your name please?"

3. "We haven't even got it in the shop yet." Talk about too much information! We want to avoid giving this message as much as possible. Replace this phrase with "I don't have a diagnosis from your technician yet." or "Your certified technician needs more time to diagnose your vehicle." Then you will follow through by letting them know when they can expect their next status call.

2. "I'll call you when we find out what is going on." This sets your client up for a day of waiting for the phone to ring. From the moment they leave their car in your possession they are apprehensive about the time involved and the expense. Instead of leaving it so open, replace the phrase with "I will call you between _ and _ with an update." Give them an hour time frame in which to expect your first status call and then follow through even if you don't have the answers yet. You will then give them another hour time frame for your next call and continue this routine until the work is complete. Once you practice this process you will notice your phones will be ringing a lot less because there will be no need for clients to call you.

The Number One Thing NOT to Say.........

drum roll please!  

1. "When do you want your car back?" Why would we ever ask a client how long we have to make a repair and inspect their vehicle? Most of the time they have no idea how long it will take and once they give you an unrealistic time frame, you will have to try to reset their expectations or stress out the whole shop by trying to get it done. You may also miss the opportunity to have the car long enough to perform any of the additional work or maintenance the inspection may reveal. Instead use this opportunity to educate clients and set-up realistic expectations. Let them know that once the car has been diagnosed and inspected you will give them their first status call. Once again you will set the hour window for that call, text or e-mail to take place. If time is an issue for your clients they will let you know and then you can follow-through with any alternate transportation you may offer to get them where they need to be and back.

I know change is hard but you will notice immediate results if you eliminate these phrases from your vocabulary. What better time for a fresh start then spring! 

Remember:

Success does not come from doing things the same! It's time to grow!