First Impressions Aren’t Rehearsals
The moment a customer rolls into your lane, they’re evaluating everything. Not just how friendly you are, but whether they can trust you with their time, money, and safety.
Your move: Make eye contact. Be the first to greet. Walk out, not just wave them in. Set the tone with purpose and presence, not just politeness.
“Hey there! I’m John, your Service Advisor today. I’ll take great care of your vehicle like it’s my own. Let’s get you taken care of.”
Time Isn’t Flexible: Be Precise
Customers hate waiting because they hate not knowing. Never guess when quoting time or money. Vagueness costs trust.
Pro move: Add a 25% buffer to time estimates and 5-10% to price quotes. Then beat those numbers.
Instead of: “It’ll be ready in about an hour.” Say: “We’ll have it ready for you by 12:45. Will that work for your schedule?”
Control the Conversation
No news is not good news. If the customer calls first for a status update, you already lost a piece of the relationship.
Your system:
- Set a timer to update waiting customers every 20-30 minutes.
- For drop-offs, check in before lunch with an ETA.
- Use video MPIs or quick texts to show urgency and care.
Be Their Go-To Car Person
You’re not just managing ROs—you’re building relationships. When customers feel known, they stay.
How to stick in their mind:
- Introduce yourself by name, and write it on everything.
- Hand them your business card. Circle your cell.
- Ask about their family fleet: “Anyone else in the house need service coming up?”
- Remember small details. Bring them up next visit.
Set the Next Visit, Don’t Suggest It
Never ask, “Do you want to schedule next time?” That’s a yes-or-no trap. Own the outcome.
“I’ve gone ahead and reserved your next service for April 18th at 4:05 p.m. If that time doesn’t work, shoot me a quick call and I’ll adjust it.”
Follow up on no-shows the next day. Keep the relationship warm.
Speed Wins in Communication
Every delayed reply feels like neglect to a customer. In today’s world, minutes matter.
Make this standard: Respond to voicemails, texts, and social messages in under 30 minutes. Set an alert if needed. Your speed shows care.
Bottom Line:
Loyalty isn’t a rewards program, it’s a relationship: one that gets built every day, one customer at a time. When you act with clarity, confidence, and real care, customers don’t just come back, they bring others with them.
Ready to Level Up Your Sales Game?
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