Customer Service
Artificial intelligent (AI) Powered Applications Increase Service Revenue
Artificial intelligent (AI) powered applications are transforming the way automotive service businesses engage online consumers and as a result, realizing an increase in service revenue. It’s official: artificial intelligence-based applications are here to stay. It’s time to focus on the right applications that are proven to help grow your automotive service business. This means moving…
PODCAST: Customer Financing Options
What options do you have to help your customers with credit choices? There are many vendor credit options to choose from and they are great. Maybe you don’t use them, maybe you should. No one wants a customer to walk out on a major purchase especially safety-related. This session is here to help you capture…
PODCAST: Customer Service: What Are The Three Things You Want To Get Better At
Keeping customers satisfied is what most businesses strive for and it is what keeps them coming back. Listen to the story of customer service from Jonnie Wright. Jonnie owns The Buyosphere. Jonnie and I get into a very deep conversation on customer service, generations, the future of phone skills, secret shopping, and reviews. Link to…
Episode 67 – Should You Buy More Loaner Cars? – VIDEO – 20 Minutes – Jeff Cowan
Holding Back on Recommendations
Holding Back on Service Recommendations A long-time customer approached me with a concern and asked, “Why is it that almost every time I come to see you, you recommend something? You are also more expensive than other shops. Why not just fix what I came in for?” I replied, “Rick, we are an honest shop…
Are You Asking New Customers the Million Dollar Question?
The Million Dollar Question to Ask Every Auto Repair Customer Whenever a new customer walks into a shop, there are countless questions they’ll be asked. The more successful shop owners not only ask questions about the automobile, but they’ll often ask, “Do you mind if I ask how you found us?” Their intent is to…
PODCAST: Building New Customers
David Roman from Done with Care – Auto Repair from Merium, KS and Greg Bunch from Aspen Auto Clinic from Colorado Springs and also the founder of Transformers Institute bring their A game to this discussion. We covered a wide spectrum of strategies on customer growth and trust. We enveloped the marketing side of finding…
Selling Inspections to New Customers
The Key to Selling Initial Vehicle Inspections Most service advisors fall into one of three traps with first-time customers: they’ll either avoid recommending a complete inspection, they’ll try to bundle the inspection into a service, or they’ll just inspect the vehicle without the owner’s permission. Unfortunately, all of these approaches can jeopardize the customer experience,…
Service Advisors Need to be Salespeople – Here's Why…
Service Advisors Need to be Salespeople Anyone who has been selling service for any length of time will agree that there are two kinds of customers. The first is the customer who has a history of making good decisions, not just with auto repair, but with most decisions. And then we have the other kind…
Step by Step Guide for Making Customer Follow Up Calls
Customer Follow-Up Call Guide As business owners, our best teachers will always be our employees and our customers. They understand many components of our businesses, and in most cases, they really do care about our success. Learning from our employees is relatively simple. All that we need to do is pay attention to their passing…