by making a big deal of your green reports each and every time. STEP 8. MAKE SURE TO USE THE YING / YANG CONCEPT - ALSO KNOWN AS THE " COMPLIMENT SANDWICH " Say something good before and after telling someone what they need to spend money on! " Overall your car looks great. You do need to replace the front brakes and perform a brake flush. After that no major services should be needed for several thousand miles. " Again, make a big deal about cars that need nothing! Leave the Estimate Sheet and the VCU/MPI with the customer mid-session during the review - especially if they have declined anything - so they can study it. Sometimes they will change their mind. At the very least, it gives them ample time to review the recommendations for next time. STEP 9. USE THE REMINDER OP CODES / DECLINED SERVICES PROCESS - (THUMBS UP / THUMBS DOWN) This reminds the customer but also reminds you that you asked for that sale last time. Remind people of what they missed last time. Most people do not buy the first time you ask them so you have to ask them every time. This is ADVISING! Ideally do this at write up and again after inspection in a prioritized way. Remember the timing of the delivery of this information is critical. Although we may not be able to improve that in every situation, it is important that we do improve it when we can. Also, take time to review the presentation while still keeping it concise. John Fairchild has had a lifelong passion with cars and has been working in the Dealership Auto Parts and Repair Industry since 1980 at the age of 15. In his own words ... " I have held just about every position in Fixed Operations; from cleanup to Fixed Operations Director With over 41 Years Automotive Fixed Operations Management and Consulting experience. " His Specialties Include: Service Advisor Sales and Customer Satisfaction Training, Service manager Training, KPI Metrics Tracking, Parts Manager Training, Fixed Operations personnel job training. 46