No matter how polished a salesperson you are, with most customers you'll find their mind goes into a blur as soon as they hear the price. By the time they hang up the phone, all they usually remember is the price they heard and when their car will be done. In most cases, if you were to ask them about what they just authorized, why their car failed, or what the terms and conditions of the warranty are, you'd more than likely get a blank stare. Now I'm not suggesting most shops don't do a good job, because in most cases, they do. What I am suggesting is that in the real world, we have to understand how people react to sudden and unexpected repairs, and it's typically as I just described.

So when your customer shows up for car delivery, you have to do a whole lot more than just get some signatures and process their charge card. You have to resell the service, answer the “unasked” questions, and ultimately make them feel good about their decision. Here's how you do it:

1. Do everything in your power to “schedule” the car deliveries so you won't be trying to juggle all your “five o'clock customers” at the same time. If you can't schedule the car delivery, then when you call the customer to tell them their car's finished, ask them if they have a few minutes and use the time to explain step number two.

2. When you do your car delivery, make sure you have backup so you're not interrupted. Start by congratulating the customer on the service they chose. Then review the repair order with them and explain what you did and why. Next, you'll need to explain all the benefits of the service, you'll need to go over the warranty in detail, and you'll need to discuss any post-service responsibilities the customer now has. Break-in procedures, rechecks, adjustments, etc.

3. Shake their hand, tell them you know they have choices when it comes to choosing an auto service center, and genuinely thank them for giving you the opportunity to help.

4. Do those 48-hour customer follow-up calls.

In closing, if you follow these four steps I can guarantee it'll be the best few minutes you'll ever spend with your customer. Your warranty claim customers will be a lot more understanding, you'll see less buyer's remorse, you'll get more repeat business and you'll get a lot more referrals! Don't let all your efforts go up in smoke in the last few minutes.

Bob Cooper is the founder of Elite, The Success Tool(tm) Co., offering “the most affordable and effective management tools on the face of the earth.”(tm) You can contact Elite at (800) 204-3548 from within the United States, (858) 756-3102 outside the country, or online at www.EliteBusinessServices.com.

RATE THIS ARTICLE What do you think of this article? Your input will help AutoInc. develop additional articles on this subject. Share your thoughts! Your name Your e-mail address

MOST ACCESSED ARTICLES Fuel Injection Service, Not Just Cleaning The Art of Extraction EGR Systems: Operation and Diagnosis Proactive Target Marketing:_Rethinking Your Business Strategy Engine Performance: HO2S Diagnostics MOST E-MAILED ARTICLES Developing Employee Potential How Critical Thinking Can Help Your Business How to Diagnose the Ford Glow Plug What to Look for When Shopping for the Right Shop Management Software Putting a Price Tag on Complaints

AutoInc. Web Site | ASA Web Site | Congress Takes a Look at Insurance Regulation | An Automotive Technician's Journey Through the ESI Jungle | Words of Wisdom: A Collection of Business Management Ideas | AutoInc.'s 12th Annual Shop Management Software Guide | ASA Announces New President | Guest Editorial | Tech to Tech | Tech Tips | Net Worth | Stat Corner | Chairman's Message