Quantcast
Jump to content


[Podcast] Service Advisor Advice from Steve Shaw [RR 586]


Recommended Posts

Steven E. Shaw is a Professional Speaker and Trainer. Mr. Shaw holds various educational accomplishments including an MBA and PhD. Steven has trained thousands of service personnel.

Steve provides tools to allow the customer to BUY. Steve has created the ultimate service advisor-training program that is being used in dealerships worldwide. Whether it is the entry-level express advisor to the veteran service consultant, Steven has proven to get results. These results always drive Customer Repair Order Performance and Service Advisor Paychecks.

Prior to COVID Steve hosted Service Advisor Training in locations across the United States. Now Steve has pioneered LIVE-Online Training from his Virtual Studio. Mr. Steven Shaw is hands down an automotive expert and an inspiring speaker for the automotive industry.

Find out more about Steve at SteveShawTraining.com and GOSteveShawTraining.com He can be reached via email at [email protected]

Key Talking Points:

  • “Tool guy” if you follow the tools and training you will sell more 
  • Once you have a customer, they choose you, then they are your customer- not competition between shops or dealerships. They are YOUR customer to lose.    
  • Customers buy more when they are satisfied with shops performance and they trust 
  • Words with people- right words at the right time to retain customersNever use the word “recommendation” because it puts you in the category as a salesperson- customers distrust anyone’s “recommendation”
  • Never use the word “should”- should is actually a command when oftentimes it seems like an option. Being told what to do is a turnoff and customers will resist on what they “should do.”   
  • Instead, present the facts and truth- pass or fail parts in the vehicle. Fail the standards and are no longer safe to operate. “Your brakes are bad and we recommend you replace them” vs “Your brakes have failed our inspection today.” Either green or red, no yellow in between based on standards. And let customers know what is “important or require attention.” 
  • Why customers buyFear of losing money- “I'm afraid if I don't buy it’ll cost me more money” 70% of people buy based on fear of loss  
  • Hope for gain- “I hope I get something in return” value in what you provide   
  • Customers know their budget- shifting the burden of importance 
  • Handling objections- consequence for not buying is what makes a customer buy 
  • “Value gets customers into the shop, the need is what gets them to buy.”
  • Selling more maintenance Using the phrase “minimum requirement”- keep the vehicle in compliance
  • Selling more tiresTires either pass or fail, let customers know the next time they come in their tires will fail standards- 70% of customers buy from the first person that tells them they need new tires. Ask the customer if they would like an alignment- simple and profitable

Resources:

  • Thanks to Steve Shaw for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
  • Find every podcast episode HERE.
  • Every episode segmented by Series HERE.
  • Key Word Search HERE.

Be socially involved and in touch with the show:

Facebook   Twitter   Linked In   Email

Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser and many more. Mobile Listening APP's HERE

Join the Ecosystem - Subscribe to the INSIDER NEWSLETTER HERE.

Buy me a coffee

This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

Shop-Ware-Call-To-Action-Graphic-v3.png

This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm

Click to go to the Podcast on Remarkable Results Radio

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By BNC173
      We are a small rural shop; my guys are on salary and average 55-60 hours a week. Between the salary & bonus plan I think we are fair on our pay. We only charge 65.00/hour for mech work but our main shop is a tire shop, so we don't get into much other stop besides brakes or light mech work. The shop stays very busy that we some nights must stay late to get everyone taken care of. 1 employee focuses on the mech. part & helps with tires, the other is mainly tire & office sales & paperwork. There are a few times a month that the tire guy will need to do an afterhours call from anything from a jump start to a tractor tire repair. I want to compensate him for his extra work but not sure how to figure something simple & fair. I also don't want to make it something that they will start running more after ours because they will get more pay then if they were able to go out & do during reg business hours. Anyone with idea what they do hate to give profit away we still need to pay for the truck & fuel?
    • By carmcapriotto
      Trish Serratore
      Senior VP Communications, ASE
      Talking Points:
      ASE Service Professionals Month June each year Recognition of our true professionals  Essential workers The automotive service professionals have kept our cars running during the pandemic June is ASE's birthday month. 50 years old next year (2022) Take a moment to thank your technicians, parts counterperson, service advisors Tools to help you at: https://www.asetoolkit.com/toolkit/aspm We discuss some why and how to jump on board with Service Professionals Month. This is a very short listen and we toss up some ideas on how to build momentum inside your community, but more important to thank your people who have invested in their ASE Certifications. There is still time to embrace and support ASE Service Professionals Month.
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Kenneth Greffin-28 years in the automotive industry. President of Aspen Auto Clinic with 5 locations. He's done a bit of everything; tire buster, oil changer, Shop Owner, Franchise Consultant and Big Box Automotive Retail Executive.
      Sam Craven- Owner of The Garagisti, Houstin, TX. Following an established career in business and real-estate, native Houstonian Sam Craven has brought his passion for business and racing together with a return to his roots within the world of cars and motorsports. A graduate of Texas A&M’s Mechanical Engineering school, Sam was a busy student. While some headed to the bars on the weekend, Sam headed out all over the country between classes (and sometimes during classes…) to work as a mechanic and run data systems for Ferrari, Porsche and open wheel race cars. Sam created The Garagisti to be a space for both the hardcore enthusiasts and people who simply desire trusted, quality work combined with an excellent client experience. The Garagisti was made for the people that appreciate their car and expect a dealer level experience.
      Greg Bunch is the owner of Aspen Auto Clinic, a five-location automotive and service business in Colorado. Greg started his passion for cars at 15 when he began rebuilding a 1966 Volkswagen Bug. Greg has moved from a Volkswagen mechanic to ASE Master Technician, to Management, to starting his shop 18 years ago in his garage, to an award-winning multi-location business.
      Greg is currently a board member for the STEM-based charter school call “Automotive Institute of Science & Technology” and on the Advisory board of Ratchet and Wrench Magazine. Greg is also a board member of the Autocare organization and a certified instructor for the Worldpac Training Institute and Carquest Technical Institute. Greg’s unwavering passion for the industry has also led him to form a company called Transformers Institute, a coaching and training company dedicated to transforming the automotive industry.
      Listen to Greg’s previous episodes HERE. Transformers Institute HERE.
      Key Talking Points
      Build a culture where technicians meet owners of vehicles- brings more relationship and effort to repair.  Break down the wall of what technician knows and what customer understands- if the customer doesn’t understand, they don’t feel comfortable buying Build trust at every touchpoint- mailer, curb appeal, roads on way to location (are mom and kids comfortable driving there?) marketing, follow up after the customer has left, answering the phone, how does the shop look? How do technicians look and speak to customers? Make it a point that technicians should say “hello” to customers when walking by.  Little things lead to big things- both positive and negative “I need my car towed to your shop” - set it up yourself instead of giving them the tow truck phone number “No update update” -keeping customers in the loop Phone etiquette- beginning of first human interaction, the customer is calling because they are looking for help. Take the stress level of customers down. Building trust and making them feel like they called the right place. Tonality, customers can’t see your face, your only tool is your voice. Record and listen to your phone calls. Get the basics done. Make it personal- use pictures of owner/employees Collaborative interaction with customers- make them a part of the process. Show them the DVI. The choice is their own, how you relay the message and repairs makes the difference.  Collaborative interaction with employees- everyone needs to hold each other accountable, share ideas, support, offer feedback  Transparency- no one makes decisions unless they 100% understand, consider showing the customer their fluid sample colors “Test procedures” can help customers understand diagnostic work  “Key droppers”- are they repeat customers? Service advisor’s goal- win skeptical customers over with exceptional customer service  How do you handle complaints? Find resolution and recovery to repair the relationship  Consultive style selling techniques- ask the customer what they use their car for, what is their relationship with their car, how long do they plan on keeping it A special thanks to Ken Greffin, Sam Craven and Greg Bunch for their contribution to the aftermarket. Books Page HERE Listen to all Remarkable Results Radio, For The Record and Town Hall Academy episodes. Facebook   Twitter  LinkedIn   Instagram  Youtube   Email  
      Mobile Listening APP’s HERE
      Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
      Buy Carm a Cup of Coffee 

      This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

      This episode is brought to you by Shop Marketing Pros. Your guides are Kim and Brian Walker with a rich history as shop owners and industry veterans. When someone searches for a shop, who are they finding? Your competitors? It should be you! The good people over at Shop Marketing Pros know how to drive website traffic and make Google work for you! www.shopmarketingpros.com
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      Do customers really have clear expectations when they arrive at your shop?  Think about it.  Who is responsible for setting clear expectations?  Consumers may have a preconceived idea about what to expect, but when it comes down to what or who sets the expectation, it's the shop's responsibility. 
      Great customer service is created by the shop and its people. The consumer will judge that experience, but they don't create it, you do. 
      We may think that the consumer will tell us what they expect from us.  I think it's the opposite. 
      Henry Ford once said: “If I had asked people what they wanted, they would have said faster horses.”
       
       
    • By carmcapriotto
      Emily Chung is a proud mom of two energetic boys. She owns and operates AutoNiche, a family-friendly auto repair shop in Markham. She is a licensed Automotive Service Technician, and Automotive Writer with various publications. She also teaches in the Automotive Business School of Canada at Georgian College. Emily holds a degree from the University of Waterloo in Psychology and Business, and her previous jobs include Psychometrist and Human Resources Associate.
      She has appeared on various media including Breakfast Television, Cityline, and the Marilyn Denis Show. She is passionate about her work; together with her staff, AutoNiche’s purpose is to bring better communication and client service to the auto repair experience. Check Emily’s previous episodes HERE.
      Key Talking Points
      Communication with your customers-educating them about their vehicleBeing aware of different communication styles  Communicating with babies and puppies-we tailor our communication to them because we have no expectations that they will communicate to our quadrant levelYou can 100% adjust your communication style- are we intentional/aware of it Responsibility of communicator- be temporarily a part of their own quadrant  Coding clients- providing a baseline for approaching a conversationNot set in stone coding Quickly lookup communication style in shop management system for others in the business Your job is to serve the customers the best way possible  Quadrants- are they task oriented or people oriented? Structured or non structured?Controler- structured and task oriented (very direct and to the point) Analyst- structured but more people oriented (want to know details and specs) Promoter- people oriented and structured (energetic, first on bandwagon, get it done energy and fun) Supporter- non structured and people oriented (love harmony and connecting)  Each quadrant gets recharged by different things- tap into it in order to communicate efficiently  True leaderAbility to move in between quadrants and speak effectively for listener Training your staff- have each employee find out what quadrant they’re in, pros and cons of each quadrant, practice giving inspection sheet to different quandrants   Psychometry- run tests and administer surveys, analysis and recommendations  

       
      Download for Carm Capriotto’s Chart on How To Communicate With the Four Basic Types HERE.
      Tony Robins Site Mentioned HERE.
      Link to previous Town Hall Academy episode 041 "The Value of Knowing Your Customers Observable Behaviors (DISC) from November 2017 HERE.
       
       
      Thanks to Emily Chung for her contribution to the aftermarket’s premier podcast. Link to the ‘BOOKS‘ page, highlighting all books discussed in the podcast library HERE. Leaders are readers. Listen for free on Apple Podcasts, Google Podcasts, Spreaker, iHeart Radio, Spotify, Podchaser, and many more. Mobile Listening APP’s HERE Find every podcast episode HERE. Every episode is segmented by Series HERE. Key Word Search HERE. Be socially involved and in touch with the show:
      Facebook   Twitter   Linked In   Email
      Join the Ecosystem – Subscribe to the INSIDER NEWSLETTER HERE.
      Buy me a coffee

      This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve.  The Virtual AAPEX Experience 2020 is in the record books. Virtual AAPEX lived up to presenting leading-technical and business management training from some of the industry’s best and brightest. Now set your sights on the homecoming in Las Vegas in 2021. Mark your calendar now … November 2-4, 2021, AAPEX // Now more than ever.

      This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com/carm

      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...