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Service Tip #23 - Stop Sending Customers Away
Posted on Sep 08, 2010 - 12:42 PM
Everywhere I go I hear Service Advisors telling customers- without thinking- to take their business to the competition. Let me explain - a customer says, "I would like a whatever" and the Advisor says, "Oh no, you don't want that! It's very expensive!" I have even heard Advisors directly send customers elsewhere to try and save the customer money. This makes no sense to me! Maybe one reason customers think dealers are too expensive is because we tell them we are. Why not talk about quality or warranty, or getting it fixed right the first time, or factory-certified technicians, or state-of-the-art, factory-approved diagnostic equipment instead of just price? Everyone has heard the old line "you get what you pay for," and customers already know dealers are the best- so let's keep up the positives and eliminate the negatives. If you don't believe in your dealership then why should your customers? Try it! You'll like it!
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