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Service Tip #31 - Tow-Ins: Be A Helpline
Posted on Oct 27, 2010 - 02:55 PM
Call your store and pretend to be a customer that needs their car towed in. How did it feel? Did the service advisor put you at ease, assure you that they would handle everything and did they let you know that they are going to call the wrecker company for you? Did they tell you that the wrecker company will call shortly for exact directions and that they will give you an estimated time when they will arrive?
Some stores don’t do that. Some just give out the phone number to a wrecker service and let the customer handle all of the details. By doing that you lose control of the customer and at the same time prove to them that you really don’t care – and besides, it is just plain rude to send the customer out on their own – they called you! Teach your service sales team that they are part of a customer helpline – not a referral service and you will ensure your future. Try it! You'll like it!
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