Fixed Ops Magazine - 2020 Vol17 02 - 49

MARCH APRIL 2020 || FIXED OPS MAGAZINE

customer while you are covering all the
bases on things they may have forgotten to tell you they needed done to their
car while it is in the shop. The last thing
you want is them blowing up your phone
throughout the day because they forgot to tell you to check some small item
that they would have thought about had
you systematically jogged their memory
while you were catching up about kids
soccer and the road trip they took to Yosemite. It's easier than you think to combine small talk with probing questions
to make the most out of the 90 seconds
you spend walking around the customers preferred comfort zone. Remember
that last statement, the customer feels

far more at ease at their vehicle than in
the waiting area. Do not throw away this
valuable opportunity to build relationships and sell more work simply out of
laziness to get up and engage with each
customer instead of waiting at your desk
for them to engage you.
 
Another thing to automate is WHEN you
talk to customers. High earning service
advisors create strong habits of reaching out at consistent set times during
the day such as 10AM, 12PM, and 2 PM
to update their customers on status and
ask for additional needed work approval.
You can use a service like Google Voice
for free in order to text from your com-

puter at work and speed up this process with the mode of communication
that your customers would prefer. This
approach is far more efficient than the
lengthy and largely outdated process of
calling customers, waiting for them to
answer or getting their voicemail, leaving a message and then going through
the whole rigmarole of listening to your
voicemail and responding, etc. This is a
world that relies on instantaneous communication, and the longer it takes to
communicate back and forth, the lower
your rates of gaining additional work approval will be. Ask your customers if they
prefer a text over a phone call. Most will
say yes, and texts unlike calls, are almost

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Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

Fixed Ops Magazine - 2020 Vol17 02 - 1
Fixed Ops Magazine - 2020 Vol17 02 - 2
Fixed Ops Magazine - 2020 Vol17 02 - 3
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Fixed Ops Magazine - 2020 Vol17 02 - 48
Fixed Ops Magazine - 2020 Vol17 02 - 49
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