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Informing the Customer of Their Needs
I'm amazed so manly dealership employees have the
ability to make decisions for the customer without any
discussion with them. I admit that I've been guilty of
this practice early in my career yet understand there's
no place in the service area for this. Technicians
won't bring needed items to the advisor because they
won't sell that. Advisors will inform customers of their
needs because they won't buy that. Maybe Mary is an
older lady so the advisor removes items the
technician suggested to help reduce Mary's invoice. If
this sounds familiar you have my permission to tell
your brain to shut up! It is the company's obligation to
inform the customer of their vehicle condition every
time every car. Never recommend something the
vehicle doesn't need yet we must always inform and
educate the customer allowing them to make
decisions on their personal vehicle. If they buy or not
should never be the focus. It must always be that they
know what it takes for their car to be at peak
performance. Inform customers when batteries are
getting near the end of useful life. Why not perform a
maintenance replacement instead of waiting for a
failure? Let's be sure your customers are informed
well enough to make proper decisions about how to
care for their vehicle.
Find out more....
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Greetings!
The challenges we face many times are not met due
to preconceived notions that we store in our brain.
This month a few examples that illustrate why our
focus must be on professional customer care every
time every car!
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| Vehicle Inspections |
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Last week I was driving down a highway and noticed
several state troopers alongside the road in an old
service station. One stepped in front of my car and
flagged me in to the parking area. The officer quickly
walked around my vehicle checking all of my turn
signals and headlights. He also quickly checked tire
condition and the emergency brake function. He did
use me to turn the switches and push the brake and
the process took only a few minutes. The trooper also
checked my current insurance status and driver's
license. Fortunately my vehicle passed with flying
colors and I received a state vehicle inspection sticker
that's good one year on my windshield. I could not
help but think this state trooper just performed a
customer intake vehicle inspection better than 90% of
all the dealerships in the United States. I've heard so
many reasons over the years why they cannot perform
customer intake inspections I can say there can't be
many missed. The most common excuse has to be I
don't have time to inspect the customer's vehicle. As
this officer illustrated it doesn't take much time to
professionally look over a vehicle. Proper scheduling
will ensure enough time to professionally care for a
customer. Understand this state trooper didn't have a
drive in lane some dealerships believe they must
have to perform vehicle walk around inspections. Let
me state without question there is no reason not to
perform customer intake inspections every time every
car. Is your dealership as good as this state trooper
inspection? What's your excuse?
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More Information... |
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| Why Not Your Dealership? |
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The Year is passing by quickly as soon will be gone.
Now is the time to get fixed operations maximizing
returns and customer care! Call Rob Now and talk
about getting your dealership signed up for training!
October is almost booked solid with November filling
up fast. Just do it now and understand the program is
a benefit your company needs. Programs fit small
dealerships also! Call Rob for a no cost chat at 419-
282-1351
Learn More
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