Fixed Ops Magazine - 2023 Vol20 04 - 66

INDUSTRY INSIGHT BY COREY SMITH
3 STEPS TO GO FROM GOOD TO
GREAT AS A SERVICE ADVISOR
STEP THREE:
BECOME A MASTER OF COMMUNICATION
Although communication is well known to be key with
your customers, that communication goes both ways.
It's never a bad thing to ask them what their expectations
are for their visit. Their response clearly gives you
an understanding not only about what they need from
you but also how you can exceed those expectations.
SHARE THE VALUE NOT JUST THE COST
You should also act as a coach to your customers by
walking them through the process every step of the way.
This will reduce their anxiety and give you an opportunity
to let them know about all the added value they are
getting during their visit. For example, instead of telling
them they are getting an oil change, tell them about the
oil and filter change that includes a multi-point inspection
including their brakes for only $99. Now the value
of the service outweighs the cost, and they are feeling
good about everything you are doing for them.
YOU CAN'T REALLY OVER-COMMUNICATE
Communication is now a 24/7 occurrence. Immediate
forms of communication like email, texting, and even
Facetime are becoming part of everyday life. Instead of
just providing an update, you need to think about providing
an update about the update. If you tell a customer
that you'll call them at 2 p.m. with an update about their
vehicle, give them an update about the update at 11 a.m.
Even if there is no new information, you can let them
know that their car is going in soon, and you still plan
to contact them at 2 p.m. This deflates their stress level,
assures them you are taking care of them and that you are
on top of their needs. That can build a top-tier customer
service experience.
DIRECTORY OF ADVERTISERS
automotive direct hire
Bellavia Blatt, PC
BendPak / Autostacker
BG Products, Inc.
CDK Global
Connexion
DealerPRO Training
Diamond Dealer Services
Dynatron
FIXED OPS DIGITAL
Fixed Ops Magazine
Fixed Performance Inc.
Frogdata
GoMoto
HӦRMANN Doors
HUNTER Engineering Company
InteliChek 1
InteliChek 2
NitroFill
OEM Interactive
Pencilwrench
Proactive Dealer Solutions
Rapid Recon
RepairPal
RevolutionParts
RYTEC Doors
TCC Total Customer Connect
COREY SMITH - NATIONAL AUTO CARE
NATIONAL FIXED
OPERATIONS TRAINING MANAGER
207-749-0593
CSMITH@NATIONALAUTOCARE.COM
66
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Back Cover
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Ted Ings' FixedOps Round Table Page
WarrCloud
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63
3
4
33
64
65
15
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Inside Front Cover
41
8
53
10
9
Inside Back Cover
59
11
6
25
29
44
5
14
17
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Fixed Ops Magazine - 2023 Vol20 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 04

Fixed Ops Magazine - 2023 Vol20 04 - 1
Fixed Ops Magazine - 2023 Vol20 04 - 2
Fixed Ops Magazine - 2023 Vol20 04 - 3
Fixed Ops Magazine - 2023 Vol20 04 - 4
Fixed Ops Magazine - 2023 Vol20 04 - 5
Fixed Ops Magazine - 2023 Vol20 04 - 6
Fixed Ops Magazine - 2023 Vol20 04 - 7
Fixed Ops Magazine - 2023 Vol20 04 - 8
Fixed Ops Magazine - 2023 Vol20 04 - 9
Fixed Ops Magazine - 2023 Vol20 04 - 10
Fixed Ops Magazine - 2023 Vol20 04 - 11
Fixed Ops Magazine - 2023 Vol20 04 - 12
Fixed Ops Magazine - 2023 Vol20 04 - 13
Fixed Ops Magazine - 2023 Vol20 04 - 14
Fixed Ops Magazine - 2023 Vol20 04 - 15
Fixed Ops Magazine - 2023 Vol20 04 - 16
Fixed Ops Magazine - 2023 Vol20 04 - 17
Fixed Ops Magazine - 2023 Vol20 04 - 18
Fixed Ops Magazine - 2023 Vol20 04 - 19
Fixed Ops Magazine - 2023 Vol20 04 - 20
Fixed Ops Magazine - 2023 Vol20 04 - 21
Fixed Ops Magazine - 2023 Vol20 04 - 22
Fixed Ops Magazine - 2023 Vol20 04 - 23
Fixed Ops Magazine - 2023 Vol20 04 - 24
Fixed Ops Magazine - 2023 Vol20 04 - 25
Fixed Ops Magazine - 2023 Vol20 04 - 26
Fixed Ops Magazine - 2023 Vol20 04 - 27
Fixed Ops Magazine - 2023 Vol20 04 - 28
Fixed Ops Magazine - 2023 Vol20 04 - 29
Fixed Ops Magazine - 2023 Vol20 04 - 30
Fixed Ops Magazine - 2023 Vol20 04 - 31
Fixed Ops Magazine - 2023 Vol20 04 - 32
Fixed Ops Magazine - 2023 Vol20 04 - 33
Fixed Ops Magazine - 2023 Vol20 04 - 34
Fixed Ops Magazine - 2023 Vol20 04 - 35
Fixed Ops Magazine - 2023 Vol20 04 - 36
Fixed Ops Magazine - 2023 Vol20 04 - 37
Fixed Ops Magazine - 2023 Vol20 04 - 38
Fixed Ops Magazine - 2023 Vol20 04 - 39
Fixed Ops Magazine - 2023 Vol20 04 - 40
Fixed Ops Magazine - 2023 Vol20 04 - 41
Fixed Ops Magazine - 2023 Vol20 04 - 42
Fixed Ops Magazine - 2023 Vol20 04 - 43
Fixed Ops Magazine - 2023 Vol20 04 - 44
Fixed Ops Magazine - 2023 Vol20 04 - 45
Fixed Ops Magazine - 2023 Vol20 04 - 46
Fixed Ops Magazine - 2023 Vol20 04 - 47
Fixed Ops Magazine - 2023 Vol20 04 - 48
Fixed Ops Magazine - 2023 Vol20 04 - 49
Fixed Ops Magazine - 2023 Vol20 04 - 50
Fixed Ops Magazine - 2023 Vol20 04 - 51
Fixed Ops Magazine - 2023 Vol20 04 - 52
Fixed Ops Magazine - 2023 Vol20 04 - 53
Fixed Ops Magazine - 2023 Vol20 04 - 54
Fixed Ops Magazine - 2023 Vol20 04 - 55
Fixed Ops Magazine - 2023 Vol20 04 - 56
Fixed Ops Magazine - 2023 Vol20 04 - 57
Fixed Ops Magazine - 2023 Vol20 04 - 58
Fixed Ops Magazine - 2023 Vol20 04 - 59
Fixed Ops Magazine - 2023 Vol20 04 - 60
Fixed Ops Magazine - 2023 Vol20 04 - 61
Fixed Ops Magazine - 2023 Vol20 04 - 62
Fixed Ops Magazine - 2023 Vol20 04 - 63
Fixed Ops Magazine - 2023 Vol20 04 - 64
Fixed Ops Magazine - 2023 Vol20 04 - 65
Fixed Ops Magazine - 2023 Vol20 04 - 66
Fixed Ops Magazine - 2023 Vol20 04 - 67
Fixed Ops Magazine - 2023 Vol20 04 - 68
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