August 10, 2017 at 11:36 am #27859
Our shop has a 60% rate of 1 time customers . Something must be turning people off . Could it be too many recommendations ? we recommend flushing all the fluids every 30,000 miles . If you recommend every fluid be flushed and then add in a few other things like filters I can see how a customer could be overwhelmed and uncomfortable . Do you guys handle first time customers differently concerning the multi point inspection ? On a first time customer do you do just a safety inspection or a full multi point inspection ? Do you recommend fluid flushes based on mileage or when they appear dirty ?August 10, 2017 at 2:28 pm #27861
We have decided to handle first time customers differently.
First of all, we need to be sure to let them know that we’re going to check it over.
Then, we ask if they’d like us to go over the findings of the inspection with them now, or just make notes off the recommendations. Safety items get pointed out even if they don’t want to know.August 12, 2017 at 8:51 am #27901
If recommendations are driving them away, then maybe the presentations could be better or they are not customers you want anyway. We moved to using owner’s manual for recommendations (unless something obviously has an issue). If you sell every maintenance service in the factory schedule you will have to hire more techs to handle it all. We do same inspection on all cars. Presentation is a bit softer with new customers until they get to know us.August 16, 2017 at 11:15 am #27999
We do a full inspection and unless it’s a safety issue, at check out we let them know we found some things that need to be addressed . Then we let them know that if they would like an estimate we would gladly provide one . The people that don’t want an estimate usually wont take care of their vehicles and we aren’t wasting our time writing one up or trying to get them to buy something they wont anyways.
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