The Phone Call That Costs You Thousands
Every phone call is a first impression. And in the auto repair business, that first impression can mean the difference between a loyal customer and a lost opportunity.
Think about the last time you called a business and felt like an interruption. Maybe the person answering was distracted, typing while talking, or rushing to get you off the line. How did that make you feel about giving them your money?
Your service advisors are having these moments every single day. And each one is either building your reputation or quietly destroying it.
The Hidden Cost of “Good Enough”
Here’s what most shop owners miss: your customer doesn’t have to have a bad experience to choose someone else next time. They just need to have a forgettable one.
When your service advisor answers the phone while simultaneously checking in another customer, entering data, and thinking about lunch — the caller can hear it. They might not consciously notice, but they feel it. And that feeling doesn’t inspire confidence when they’re about to trust you with a $2,000 repair.
Three Things That Change Everything
1. Full attention, every time. When that phone rings, everything else stops. Put the customer on hold if you need to finish something — that’s infinitely better than giving them half your attention. When you come back, they should feel like they’re the only person in your world.
2. Think like their advocate, not an order-taker. Don’t just schedule the appointment. Ask questions. Understand their situation. Do they need a ride? A loaner? Are they worried about cost? The shops that thrive are the ones that solve problems customers didn’t even know to ask about.
3. Plant seeds for the future. Every call is a chance to mention your warranty, your shuttle service, what makes you different from the dealership. Not as a sales pitch — as genuine information that helps them. They might not need it today, but they’ll remember you offered.
The Real Differentiator
Superior phone skills aren’t about scripts or techniques. They’re about genuinely caring whether this person’s day gets better or worse after talking to you.
Train your team to treat every caller the way they’d want someone to treat their own grandmother. When that becomes your standard, everything else falls into place.
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Ready to transform your customer service from good to exceptional? Schedule a free consultation — let’s talk about what’s possible for your shop. Or call us at 866.826.7911.