Moving your service writers away from selling and towards teaching is a great first step in building trust with your customer. And a customer that trusts you is one who is much more likely to return to your shop for future repairs, and is also much more likely to have a higher RO.
The key to teaching them is to explain the FEATURES, BENEFITS and VALUE of each service that you offer. Instead of pushing a customer to have, say, an Engine Oil Flush performed “because it’s time,” or because “If ya don’t, yer gonna have problems,” take the same time to explain WHY.
Enter the Pocket Guide to Preventative Maintenance. This small, nearly indestructible, pocket-sized guide lists the key Features, Benefits, and Values of the seven most needed preventative maintenance items. By using these in our own shop, we guarantee that our service advisors never forget to explain the features, benefits and values of any Preventative Maintenance service.
Each of our service advisors uses this guide to build trust with our customers, and a trusting, loyal customer is an easy way to raise any shop’s sales. Best of all, this tool costs less than the profit on one PM Service!
The Pocket Guide to Preventative Maintenance is printed on a high-quality, durable Teslin® paper (the same material that fishing licenses are printed on) and is water-proof and can resist tearing.