AutoShopOwner - Automotive Management Network: Selling high dollar Needed Repairs - AutoShopOwner - Automotive Management Network

This is another good article. As managers, service writers, owners, etc. we sometimes must be careful that we do not let our judgement about what a customer will or will not do or can or cannot afford prevent us from discussion repairs that are needed. It is easy to allow this to happen. I use to be afraid to present needed large ticket repair orders but my current service manager has helped me overcome that plus we now have a better customer base with a higher degree of trust. That helps a lot.

http://www.brakeandf...f_kindness.aspx

On this same subject I cannot help but think of the time we had an older,1989 or so Chevy Suburban, come into the shop. A tech that I will reference as Napoleon was asked to check it out. Because he didn't want to work on this particular vehicle he picked it a part with a fine tooth comb and gave our service manager a very long needed repair list. The entire repair come to something like $1,300. Napoleon was sure this would create a back out. Image his surprise and aggravation and my service manager's and my glee when the customer authorized the entire repair order and Napoleon had to fix all of it.

I am a firm believer that we need to tell the customer the truth, the whole truth and nothing but the truth. I once feared telling the customer all the issues with their vehicle. I felt this would turn the customer away. I was wrong.

I now instruct my service advisors to tell the customer all that is wrong. We will also work within the customer’s budget, if needed, to prioritize the work. I want my customers knowing the complete condition of their vehicle. In the long run, this is better business.

As far as you Napoleon, I have one of those too. I think we all do.

Joe Marconi, on 07 February 2010 - 02:59 PM, said:

I used the name Napoleon because he is about 5' 4" and acts like it at times. He gets really mad if I call him Napolean. My Army Ranger service manager calls him the dwarf. Hope no politically correct people are on here.

My Napolean is about 6 feet. I guess they come in all sizes.