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

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:

Inflated fuel costs consume a huge part of your customers’ budgets. It would be naïve to think that gas prices will decrease any time soon, if ever. To combat this, people are keeping their cars longer, instead of buying new. They scrimp in other areas. Regularly scheduled auto maintenance visits become nonessential as money gets tighter. However, Service Advisor Training addresses the saving-cash-by-sacrificing-vehicle-maintenance fallacy. Showing clients how they can get better gas mileage by having routine visits renders it a non-issue. These actions need to be an intricate part of your Service Advisor’s daily mission.

According to the latest industry studies, eight out of ten of your customers’ personal vehicles need at least two repairs. Some of these affect operating costs; others are dangerous safety concerns. As a part of your marketing plan to boost profits and circumvent costly breakdowns and expensive repairs for your clients, make sure you’ve implemented beneficial fuel saving tips to ensure a superior, all-inclusive service for them.

If your Service Advisor Training does not include a marketing plan that communicates how to save money, chances are he is costing you unfathomable amounts of money. Do your customers understand that their vehicles will use less fuel if it is well maintained? Are they even aware of the importance of having regular service, air filter replacements, oil changes and tune ups? Can you honestly say he stresses everything on that list each time?

Does your Service Advisor ask your customers if they enjoy that romantic, glowing check engine light? They may think it makes for a beautiful, soothing ambiance, but do your customers know that many conditions that cause it to come on can drastically affect fuel economy? Does your Service Advisor tell customers to tighten gas caps in order to avoid fuel evaporation?

Older engines experience a higher degree of stress, so a more rigorous maintenance check is appropriate. Leaks from gaskets and seals dry out; they don’t hold fluids as they once did. Your customers need to know this.

With the right Service Advisor training, your customers will understand how vital it is to catch up on those repairs and services they have been putting off due to high fuel prices. They’ll appreciate it even more at the gas station. Do you know who they’ll come back to? You’ve got it.

- Consumers Gain Eco-Friendly and Interactive Car Shopping Option -

In the second quarter of fiscal year 2011, Apple sold 4.69 million iPads.  In addition, 41 percent of U.S. adults noted shopping as a reason for interest in purchasing the iPad.(i) With consumers primed to shop on their iPads, Subaru’s new apps enhance the auto research experience by offering trim simulators along with engineering and Subaru Symmetrical All-Wheel Drive feature demonstrations.

Alan Bethke, Director, Marketing Communications, Subaru of America, Inc. explains: “Car shoppers are researching everything from financing to auto insurance on their mobile devices.  Making these apps available gives car shoppers a convenient and interactive way to explore Subaru vehicles and technology, and it also aligns with our environmental efforts.”

The apps build on Subaru’s environmentally friendly practices – such as its zero-landfill manufacturing plants – by reducing paper usage, energy consumption, inks and production waste.  Beyond the environmental benefits, the iPad apps offer consumers additional choices of how to get information and give them new ways to compare models, experience the Subaru brand and share the experience.

The free apps can be downloaded to the iPad or iPad2.  Shoppers can also use Subaru dynamic brochures for all models atSubaru.com.

About Subaru of America, Inc.

Subaru of America, Inc. is a wholly owned subsidiary of Fuji Heavy Industries Ltd. of Japan. Headquartered in Cherry Hill, N.J., the company markets and distributes Subaru Symmetrical All-Wheel Drive vehicles, parts and accessories through a network of more than 600 dealers across the United States.  All Subaru products are manufactured in zero-landfill production plants and Subaru of Indiana Automotive Inc. is the only U.S. automobile production plant to be designated a backyard wildlife habitat by the National Wildlife Federation. For additional information visit www.subaru.com.