Quantcast
Jump to content


    • You can post now and register later. Already registered? sign in now to post with your account.
    • ×   Pasted as rich text.   Paste as plain text instead

        Only 75 emoji are allowed.

      ×   Your link has been automatically embedded.   Display as a link instead

      ×   Your previous content has been restored.   Clear editor

      ×   You cannot paste images directly. Upload or insert images from URL.


      Once you submit your question, a new topic will be created for you in our forums. Our moderators may move your topic to a more suitable forum category if one exists. Members will see your topic and be able to respond to your question.

    • This will not be shown to other users.
HarrytheCarGeek

Service writer mindset, savvy customers pushing psychological buttons.

Recommended Posts

I was at one of the shops last week, where I noticed a customer come in and start telling the service writer how her car is giving her problems since we last serviced it.

 

This is a new service writer and the senior guy was out on a dental appointment. The customer kept telling him how unhappy she was, and how she was not going to pay for all the shoddy work.

 

My guy was taken aback, and somewhat stumped, but the shop manager knows his customers well. He stepped in and greeted the customer, acknowledged her complaint and put her at easy. He looked up the service history and found all the notes about this particular customer. The last thing that was done to the car was rear brakes, but now she came in complaining about her steering.

 

When the car was inspected, road impact damage was found to the front suspension (lower control arm, strut, etc.). When she was asked if she hit something, she replied that she didn't know, and no one else drives the car.

 

Anyhow, we gave her an estimate, without batting a eye lash, she said, "oh, no. That's too much money." The manager stayed silent for a minute watching her, then, said "Okay then, you have our estimate, let me know when you are ready to proceed." She argued that it wasn't her fault, that it wasn't the front end problem, that it had something to do with the rear brakes, etc. The manager listened to her attentively, then again, said to her "I hear you. You have our estimate, let me know if you want to fix it or want to take it as it is". She called her husband, then passed the phone to the manager. I hear the manager repeat the estimate amount, and an approximate time when the car would be ready. The manager got the ok to proceed from the husband.

 

A friend of the woman had arrived by the time the manager was talking on the phone with the husband, as the call ended, the manager gives her phone back to her. She acknowledges the estimate and walks out with her friend.

 

I took a look at her account, they are a very long time customer. When I asked the manager about the account, he said they are weird customers but very loyal. The new service write said that he was glad the manager was there because he really would not have known how to deal with the "lady".

 

The point? Customers are out there that are difficult and you can't take it personally, they are just savvy people that know how to take every opportunity to their advantage.

  • Like 3

Share this post


Link to post
Share on other sites


Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.


  • Similar Topics

    • By Elite Worldwide Inc.
      Elite's AMI accredited Online High Impact Course, sponsored by Jasper Engines & Transmissions, starts October 16th!
      This industry acclaimed online service advisor training course is delivered by 2019 Ratchet & Wrench All-Star Award winner Jen Monclus, and has been proven to generate both happier customers and higher sales.
      Here are a few of the topics that will be covered:
      - Selling multiple repairs & big ticket items
      - Selling diagnostic testing & maintenance
      - Building powerful relationships in 60 seconds
      - Overcoming the most challenging sales objections
      - Generating more repeat and referral business
      - Presenting service recommendations in a way that makes customers want to buy
      - Note: Course will come with a workbook, homework assignments and testing to ensure accountability and lasting results
      It's only $179 to enroll, and seating is limited, so call 800-204-3548 or visit our Online High Impact page to secure your advisor's spot today!
    • By DUFRESNES
      Our Service writer is paid 8% on all sales.  When he is off for 2 days, we have another hourly person that service writes.   My question is we pay the SW that was off for 2 days 8% on all sales, but take them as vacation days.  The person filling in (he does a great job) pay him the difference if he was service writing and would be commission.    Looking to see if somebody has a better solution.  If the regular SW is on vacation, I can figure the sales from his last day till he comes back.  That is not a problem
       
    • By Mail Shark
      In today’s hustle and bustle world, consumers want to work with companies that make doing business easy & convenient.
      If your auto repair shop offers online appointment scheduling, you most certainly want to include content that conveys that message on your direct mail and other marketing. It can help position you as the local repair shop that makes doing business easy by giving customers another convenient way to schedule their repair or maintenance services.
      As a standard, I suggest my clients add the following verbiage or a variation of, positioned above their phone number and website
      “Call Today or Conveniently Schedule Online”
      484-202-3960
      TheMailShark.com
      In addition, I recommend utilizing a QR code, that when scanned takes your customers directly to your online appointment scheduling web page. Customers that are apt to schedule their appointments online will no doubt appreciate the convenience, making it even easier for them to book their appointment from their smart phones or tablet by simply scanning your QR code as opposed to having to type out a long URL such as:
      advancedautorepairream.com/appointments
      Attached is an example showing one side of a 5.5x10.5 Direct Mail Postcard:
      Now, I know what many of you may be thinking, “Do people still use QR Codes?” I’m not using my psychic abilities; I’ve simply been asked countless times by auto repair shop owners. Many shop owners seem to think QR codes are a thing of the past, however, this couldn’t be further from the truth.
      The QR code market is on a steep rise. According to Juniper Research, by 2022, 5.3 billion QR code coupons will be redeemed by smartphones and 1 billion smartphones will access QR codes.
      In my opinion there is no reason you should not be using this technology. Utilizing a QR code can’t have any negative affect on your business and there is only upside potential to add more convenience and make your shop easier to schedule an appointment with.
      A few final thoughts:
      It’s important to note, after creating countless QR codes for auto repair shops, I have noticed that when clicking on the online appointment scheduling link on many shop websites, it does not take you to a different URL when accessing the online appointment page. Instead, it keeps you on the same page you are on with an online appointment scheduling pop up. If this is the case on your shop’s website, you will not be able to link a QR code direct to your specific online appointment scheduling page. You can still utilize it to drive your prospects to your website and then from there they will have to navigate to this page as compared to them scanning the QR code and landing directly on your online scheduling page.
      If your shop doesn’t offer online appointment scheduling, you can still utilize QR Codes for many different things. Below is a short list to give you some ideas of what QR codes can easily link your customers to.

      ·    Any Website URL
      ·    Google Maps Location
      ·    Facebook
      ·    YouTube Video
      ·    Contact Details
      ·    Image File
      ·    Etc. etc.
      Finally, we have some PRO Tips to help you get the most out of the use of your QR code.
      PRO Tip #1: Basic QR codes should be FREE from your direct mail partner and many QR code services give you the ability to create a special QR codes that allow you to track the number of times your QR code is scanned. You can then test the use of your QR code and have transparency as to whether your QR code is being scanned by consumers.
      PRO Tip #2: Never Use a QR Code without labeling it with what its purpose is. You will most likely get zero scans or far less using a QR code without a label.
      PRO Tip #3: I don’t recommend using more than one QR code on your direct mail marketing piece. Use the link you feel customers will find the most convenience in and stick with a that one.
      PRO Tip #4: You can also create custom QR code images to further enhance the appeal of your QR code. This is typically with paid QR code services. Attached is an example of how Mail Shark created a custom QR code to make it seamless for our prospective auto repair shop clients to get a quote and samples.
      Josh Davis
      Mail Shark
      Executive Vice President of Sales
      Direct: 484-948-1611
      Email: [email protected]
      www.themailshark.com/AutoDirectMail
       

    • By Mail Shark
      It’s critical that you understand the pain points of your targeted prospects in relation to the products and services you offer in order to be able to strategically choose the marketing content that will be most compelling for them.  This will enable your client to react and consider you for their next repair or maintenance service.  

      For example, in a 2017 Survey from AAA, the findings show that one-third of drivers in the US could not afford a repair bill that was unexpected. 33.33% is a pretty significant number of vehicle owners that have tight budgets.
      With that in mind, if you offer any type of financing options for repairs, it’s important that your marketing message contains content that informs your prospects that you have options.   These options will help them get financing for their repairs or maintenance and get them back on the road fast.
      Depending upon how much content and space you have available on your marketing, there are a few different ways to promote your financing.
      Below are a few ideas to promote financing options on your direct mail marketing.
      1.    Create a burst or some other type of call out that promotes your financing option.
      2.    If you are listing other benefits your shop offers, you can include financing info here.
      · Financing Options Available
      · Quick & Easy Financing Available
      · NO Credit Check Financing
      3.    Utilize your financing company’s info, logo, etc. to create a larger impact.
      Below is an example of a new project that just came by my desk demonstrating one of the many ways to promote your shop's financing. This example shows one side of a Jumbo 8.5x10.5 postcard.
      Included is a bullet point calling out “Quick & Easy Financing Options” under the: Why Choose Auto Clinic? section.  Since this is a critical message, we placed it first in our bulleted list based on the Primacy/Recency Effect, in order to drive home to the consumer . In other words, people tend to recall information provided at the beginning of a list (Primacy), and end of a list(Recency) better than information presented in the middle of the list.
      We then reinforced this with another message addressing their customers' potential problem: “Unexpected Repair”, & our Solution “Fix it Today! $0 Down”.  In addition, we incorporated the EASYPAY FINANCE branding. 
       

       
      Finally, knowing that 33% of drivers may be struggling financially is also a compelling reason to have a strategic coupon offering. Giving prospects the ability to save on repairs, in conjunction with providing them financing options, can help position you as the best option for their repairs.
       
      Josh Davis
      Mail Shark
      Executive Vice President of Sales
      Direct: 484-948-1611
      Email: [email protected]
      www.themailshark.com/AutoDirectMail
    • By BOYDS AUTO SERVICE
      Good evening, 
      Is anyone using 1st mile merchant services for CC processing?  They are partners of Mitchell 1 and seem to offer great rates and options. They also provide customer financing. I’m considering switching from my current processor but would like to hear real world experience before hand. 


  • AutoShopOwner Sponsors



×
×
  • Create New...