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Easy ways to improve communication with service customers

The clock is ticking on adapting to your customer’s new expectations, according to Jeff Cowan in the most recent issue of Service Drive Magazine. He says it’s urgent to start today on some easy changes in how you interact with service customers.

Instead of sitting behind a desk or counter and waiting for your customer to approach you, be proactive by getting up and greeting the customer. During an inspection, walk around every car, every time, instead of just standing in one place.

Don’t ask questions like, “When do you need your car back?” or “When can I call you?” Instead, take control of the situation and tell the customer how things work in your shop. Have your technician offer a full inspection on every vehicle, and make sure your displays are crisp, bright, inviting, and informative.

Sales skills need to be current, so this means making sure your staff is not shy about selling. You can turn this around by implementing a full sales culture throughout your service department. What’s great news for you is that service managers have an edge! You don’t have to change the way people buy your services, you just have to change the way you deliver them.

Source: Service Drive Magazine

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