Service Managers: Reach Maximum Potential with Grandma Rules by Brett Coker

Service Managers: Reach Maximum Potential with Grandma Rules by Brett Coker

Jan 23, 2017 | Building Rapport, Communication, Customer Retention, Customer Service, Growth, Sales, Sales Process, Sales Strategies, Sales Training, Service Advisors / Service Writers, Service Training

We can all agree that customer retention in the Service Department trumps all. It brings long-term profitability, higher new vehicle resale rates, higher sales per RO, and increases in Customer Pay work.  With that said, you will understand and salute the...
Service Advisor Tips for Following-Up on Declined Services by Brett Coker

Service Advisor Tips for Following-Up on Declined Services by Brett Coker

Sep 26, 2016 | Automotive, Building Rapport, Communication, Customer Retention, Customer Service, Follow Up, Handling Objections, Sales Strategies, Service Advisors / Service Writers, Service Training

Therefore, when you make a recommendation that a client declines, then you have an obligation to follow-up on those declined services. Wait, who wants to follow-up on declined services? I don’t have time and they’ve already said no once, so, what, you want me to be a...
What Every Service Advisor Should Be Doing to Secure the Next Appointment by Brett Coker

What Every Service Advisor Should Be Doing to Secure the Next Appointment by Brett Coker

Jul 13, 2016 | Closing, Communication, Customer Retention, Customer Service, Follow Up, Sales Strategies, Service Advisors / Service Writers, Service Training

SET THE EXPECTATION.  BE THE CUSTOMER’S ADVOCATE. ASSUME THE APPOINTMENT. Do you enjoy going to the dentist twice a year? I mean, other than possibly the nitrous, do you enjoy the probing, poking, scraping, stabbing, etc., with a very sharp and pointy set...