What do your customers really want from you?

No matter what your industry, your customers want more than just great products and workable solutions.
What they really want to know is that you–personally–are the type of person whom they can trust to get the job done. With Automotive Service Advisor coaching and training Dealer Service Academy can give you the information to exceed your clients expectation. Your retail facility will never have slumping CSI numbers again! Your upfront communication skills will shine on the drive and your profits will soar.

Here are the seven things they want to see in you:
1. Independent Thinking
Customers want to know that you’ll represent their interests, even it’s not in your own financial interest–and particularly when the proverbial chips are down. (Of course, it’s your job to make certain that the chips stay up.)
2. Courage
Customers want to know that you can be trusted to do the right thing. They expect you to tell them if buying what you’re selling is a mistake, or not truly in their interests.  That takes real guts.
3. Pride
The best customers don’t want you to truckle and beg. Because they’re trusting you to deliver, they want to work with proud, successful people who can handle even the most difficult tasks.
4. Creativity
Customers don’t have the time to sit and listen to cookie-cutter sales presentations.  However, they always have time for somebody who can redefine concerns or issues and devise workable solutions.
5. Confidence
Customers are taking a risk when they buy from you.  They both need and expect you to exude the kind of confidence that assures them you’ll do what it takes to make them happy.
6. Empathy
Customers want you to see the situation from their perspective.  They want you to understand where they are, how their business works, and the challenges that they face–not just intellectually, but in your gut.
7. Honesty
Above all, customers want you to be honest with them.  In fact, the previous six values are built upon a foundation of honesty.  Without honesty, you have absolutely nothing to offer any customer

Do you have a service process in place?

For Automotive Service Advisor Training and Automotive Service Manager training and coaching processes.

Contact Andrea at (855)372-9255 ext 104 today or email andrea@dealerserviceacademy.com

2012 is almost over and you have survived another year.

We’ve come to the end of a very eventful year. The economy is improving, and we all look forward to new opportunities for growth in 2013.

Many of those opportunities will be influenced by new technology, like Tablets in the service drive and mobile apps. Consumers and businesses alike are excited about new ways to shop that are faster, more convenient, and safer.

We’re here to help you succeed in the coming year, with expert advice on choosing equipment and the best way to maximize that equipment. Many retailers train and coach how to use these programs and how to get your staff trained on the functions that are at their finger tips. How ever they don’t train and coach how your consumer arrives at the facility and the consumer needs. Dealer Service Academy trains the upfront communication skills that your advisors and quick lube personnel need to enhance the mobile devices that are so costly to you and your facility.

If your advisors know how to use the many functions that’s step one. Jack Lupo and Dealer Service Academy will coach how to engage and build value so your customer may make a logical decision on obvious repairs that are needed.

This is called giving a presentation on the drive.  With this interactivity along with or without a mobile device,  Dealer Service Academy and their team of expert coach’s will take your Automotive Fixed Operations team out of writing mode and back into Advisor mode.

Automotive Service Advisor Training is Key to your growth in 2013. Our retail partners agree that the service processes that Dealer Service Academy coaches and trains will out perform any of our compeition.

Contact us today to increase profitability, CSI and Upfront communication skills with your future customers. We all know that your service advisors have the traffic to make or break your front end sales! Success and Growth is at the top of  our Goals list for 2013  is it yours? Contact us at 855-327-9255 for our 1st quarter package pricing.

With the growth everyday of texting among the general public for friends, family and business associates it is now accepted to text for everyday communication.  Using this medium leads in to opportunities for retail dealerships to market – both the sale of new vehicles and of course the service department to the existing client base. Today we look at ways to build the relationship and in turn grow business for the service department.

Confirmation of Appointments (permission based)
Service Department time is very valuable, which is why you keep to a strict appointment process — any minute that you spend that isn’t with a customer is a dollar you do not earn. Unfortunately, sometimes customers — who also lead very busy lives — forget about their appointments, which costs you revenue, causes disruptions in your schedule, and hurts your professional relationship.  Dealers do need to ensure permission is granted to send texts to the customer, getting written authorization to ensure the customer is allowing texts sent to their phone.

Research shows that less than 5% of appointments are canceled or result in a no-show after the client receives a reminder. A quick text to a customer after they call and set the appointment with “Thanks for the call we look forward to seeing you next Wednesday at 9:10 AM” can go a long way to build rapport.

Then a reminder 24 hours before the appointment simply stating “This is just a reminder that we have you scheduled for tomorrow at 9:10 AM at ABC Dealership, please call me with questions” can ensure they are aware of the time and the dealership.

Texting of Status Updates
As we all know keeping the customer informed on the status of their vehicle is a key driver in the service process. Since we know customers have a cell phone with them most of the time, it is now easy to send them a friendly reminder on the status of their vehicle. Simply stating that the car is in the shop, being washed or any other detail can go a long way with the customer rapport. Sending these can ensure that they don’t need to call you for status of their vehicle.

Please Note: We don’t recommend attempting to sell additional work via text message. Any required work to the vehicle is best explained over the phone (so they can ask questions freely) or in person at the dealership.

Another benefit of texting is that if you are discussing needed repair on a vehicle, such as brakes, it is quick and easy for the Service Advisor to take a picture of the current brakes and send a picture to the customer via text to review – should they request the ability to have a look.

Declined Services Offer Coupons
A time-sensitive “declined services” offer or coupon, after delivery of the vehicle! This is very important and has a high success rate!

Sending coupons by text pulls 10 times more response than coupons delivered in the mail or newspapers. It’s easier, less expensive, and more effective than any other medium — that’s why text coupons are growing faster than any other segment of the marketing/advertising industry.

Example of another industry coupon:

We at Dealer Service Academy would first like to say “Thank You” to all of clients – greatly appreciate the business and relationships we have developed.

As a way to ensure that our Coaching and Training is always being tweaked and grown, we survey our own clients on a continuous basis with a series of questions and requesting written feedback as well.

Obviously, we are proud of our Coaching and Training so would like to offer the results and hightlight some feedback received.

Below are the categories and questions that pertain to each, along with the results.

Some of the written feedback replies include:

• “ALL ADVISORS ACCEPTED THE CHALLENGE AND JACK WAS ABLE TO MOTIVATE THE GROUP AS WELL AS THE MANAGERS“

• “Very positive attitude who welcomed and answered questions that were positive or negative towards presentation. Committed to successful implementation of recommendations in our facility.”

• “The actual walk around training and what such a simple process can do to improve our business is fantastic.”

• “An excellent job in presenting. No confrontational, speaks to the level of his audience, keeps everyone involved.”

• “There was no fluff or crap. It was direct, to the point, and i didn’t feel like I was being ‘sold’.”

We would certainly like to work with YOUR Organization and achieve similar results – Please Contact Us Today!