Victor Broski has more than four decades of experience in the automotive repair industry. He worked at five different German car repair shops, learning something from each. As a service advisor with a degree in speech communication, he figured out how to easily get customers to say yes to the additional (DVI) work and be happy about it. Victor learned that great customer service brings great customer reviews, which brings inquiring phone calls that convert to new customers.
In this month's column, Victor Broski reminds service advisors that the job is about educating customers, not selling them service. He reminds advisors that the position is built on trust, not coercion.
Every person who calls into your shop for a price quote may not be a price shopper. They may be someone in a challenging situation who needs your help, understanding, and expertise. Give it to them—along with a price quote.