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sparkerauto

Customer check in process ?

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Hello, I'm looking to see what the different ways people are performing the customers check In. Using a check in sheet ? On your shop software ? Do you try upselling things as you check them in ? Just looking for different ideas thanks !

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Hey Parker’s Auto,

 

John tells me he spoke to you about our Welcome Station Kiosk. I just wanted to see if there was anything else I could answer for you. Welcome Station is a great way to upsell services at the moment your customers arrive. It will actually (on average) sell 2 out of every 3 of your customers at least one additional service.

 

As I understand it, you’re using TABS. That is a management system that we’re looking into integrating with, but don’t have a finalized plan of action at this time. We’ve actually added you to our ‘Welcome Station with TABS’ notification list, which will automatically alert you to the status of our integration progress.

 

Please let me know if I can help with anything else.

 

Thanks,

Edited by mikerisich

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Yes I am using tabs I'm hoping you guys get intergrated with them soon so I can try it out. I'm wanting to be able to upsell the customers right at check in for there regular maintenance and what not so I was trying to get ideas of how people do the check in process

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A good idea is to do vehicle arounds, especially if you do headlight restoration services!!! Also, if the customer is scheduled to come in at a certain time, go ahead and pull up their file and look at previous recommendations. Then you can ask 'I noticed last time you were in, we recommended replacing your leaking radiator. Did you want us to go ahead and take care of that while you are in today?'

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Hi SparkerAuto,

 

Since you're using the TABS AutoFluent SMS, you might be interested in watching a quick check in demonstration video we put together highlighting our various integrations.

 

 

You'll be able to make sure you're getting the most out of the myCarfax tools available in TABS - especially building trust by alerting customers to any open recalls on their vehicles, as well as having better conversations with brand new customers or vehicles where the car may have been previously serviced at a dealership or any of our 39,000+ reporting service locations.

 

Thanks,

Thomas

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A really good place to start is to treat them like you're really interested in helping them. Not saying you don't - of course - I don't know you and have never met you. But what do you think of this; "Hi Mrs. Smith, glad to see you. Do you want to buy more than what you came in for?"

 

Upselling right off the start is probably not the welcome more want to hear. I think it was Disney who said it - something like do what you do well - and do it so well that people will tell their friends about you. I know you're not Disney, but think about it. Help them first - the money will follow.

 

Hope this helps!

 

Matthew Lee

"The Car Count Fixer"

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Yes I am using tabs I'm hoping you guys get intergrated with them soon so I can try it out. I'm wanting to be able to upsell the customers right at check in for there regular maintenance and what not so I was trying to get ideas of how people do the check in process

 

Hey Parker's Auto,

 

I am glad you are excited over up selling with our Welcome Station.

 

I did check and we have your email linked to the Welcome Station TABS development feature in our system, so you will get notified by email if another shops votes to have TABS integrated or where we are in the development stages.

 

Hope you have a great weekend!

 

John Burkhauser

Director of Educational Programs

BOLT ON TECHNOLOGY

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In my 45 years of meeting and greeting upwards of 30-60 customers a day, Just the Best gave the best advice. Make the process simple, quick but thorough enough to get background on problem, if possible walk to car with customer to assess general condition and use. You also get a feel for what type of personality you're about to engage with.

In my opinion, if nature of repair is uncertain at this point, upselling at greeting or check in is not the time. My 2 cents.

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Okay granted I am not a shop owner at the present time, but I have been a mechanic for 26+ years. One thing I hate and have seen a lot of problems with is "up selling" how about addressing the customers main complaint then making recommendations. That customer may do the work then or come back in the future to have it done. Building a customer base should be priority . You can eat a lavish meal today then starve in the future or eat a good meal for the rest of your life. Up selling turns more people away than you may think. Don't you hate it when you go to the store to buy something and the sales person tries to sell you everything under his roof? well don't you think your customers feel the same way ?? Think they really want to come back to your shop?? Now I know I am about to get a huge backlash of posts, but this is my opinion and I have a very large and loyal customer base because of it. Once again I don't own a shop I don't have that mentality of needing more money . I like to help people not see how much I can get out of their pockets. You can give a man a fish and he can eat for a day or you can teach him to fish and he can eat for a lifetime .. Just my 2 cent.

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All valid points. Before I opened a shop I always hated going to a shop that used strong arm sales techniques. There is a local tire store that I went in a few times and they were always trying to sell me shocks and struts. Even when I went in for a flat repair. However, in checking a customer in after they have finished talking I do like to ask them if there is anything else they need like wiper blades. This often prompts customers to add on additional items.

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Yes, always take care of what they have come in for. Wasn't sure if people would ask questions like "your at 90k miles would you like us to do your 90k service today?" Stuff like that. Thanks for all the answers guys !

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Thank you for your kind comments ewelchtx! I appreciate it. I think one of the biggest things shop owners miss is that when a customer is at your service counter, they aren't having a good day! They are going to be without their car - and then may be 'pushing' their other half for their car - so now you've got 2 people pi**ed at you... and it can go down hill from there - really fast.

 

You go to your shop every day - but your customer doesn't. When they DO go, it's usually an inconvenience to them. Remember that!

 

Hope this helps!

 

Matthew Lee
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