Do Your Clients Really Want “Real Quick” Service? - AutoSuccessOnline

Do Your Clients Really Want “Real Quick” Service?

We all think we know what clients want — but do we really? Google has done some interesting research regarding our service customer’s opinions.

We all think we know what clients want — but do we really? Google has done some interesting research regarding our service customer’s opinions. I find this research especially valuable because Google conducted it instead of the auto industry. They surveyed 2,000 people between the ages of 25 and 48 and their finding may really surprise you. The customer quote I’d like to address completely contradicts the perceptions of many service advisors:

“I’d like it if they spent more time explaining things to me. I know they are busy, but it would make me trust them more.”

Every week I work with service advisors, both online and in stores, and it’s a challenge to get them to understand that taking a few minutes at the write-up is not only necessary but also appreciated by their clients. The service advisor’s argument is “The customers are in a hurry,” or “They don’t want to hear anything until their car is fixed.” These misconceptions are costing you a lot of money and customer satisfaction.

Imagine yourself entering a business where everyone seems to be scurrying around and you’re greeted with, “Someone will be with you in a second” as they rush right past you. You may notice a few cars waiting in line for attention and then, when someone finally approaches, they use phrases like “I’ll get you taken care of real quick,” or “This will only take a second.” When we monitor advisors doing a walk-around, the phrase “real quick” is used approximately three to six  times per customer. We are basically telling our clients we’re too busy to spend time with them. Instead of taking the time to look at our clients and practice active listening, advisors often multi-task through the entire write-up. Customers will only buy from someone they like, trust and respect. These can’t be developed “real quick!”

I know some clients may be in a hurry to get somewhere, but they are the minority. What are they in a hurry to do? Go wait for a shuttle, a loaner or, better yet, to sit in your waiting room? If your clients think your check-in process is to drop the keys and run out the door, it’s usually because that’s what we have trained them to do.
Setting the pace for your check-in process is critical to your bottom line and should start when they call to schedule their check-in time. We should prepare them for a great service experience by asking them to plan to spend about five to 10 minutes with their advisor so that we can get all the details needed to provide exceptional service. Then, we must follow through by taking the time to make every client aware that they are valued by giving them the time and attention they deserve every time they come in.
Sally Whitesell – President For SW Service Solutions

You May Also Like

Skip the Stip: Lending Without Stipulations

New AI-powered technologies are creating more access to credit opportunities without the need for these stipulations and lengthy supporting documents.

By Adine Deford, vice president of marketing at Informed.IQ

While everyone wants a faster, more digital loan application process, those with less money and bad credit often must wait longer and submit more paperwork. Customers with credit scores below 620 are frequently in this group; they apply for subprime loans. As a result, dealers and lenders are losing out on these crucial borrowers, who are more likely to give up on their loan applications because of drawn-out, cumbersome processes.

EV Credits — Are They Worth It?

The industry brings with it environmental benefits, economic opportunities and infrastructure development, but are EV credits the way to go?

Utility Audit: More than 80% of Companies Overpay on Their Utility Bills – Are You One of Them?

Are you paying too much for your utilities? A utility bill audit by a trained professional can uncover errors and overcharges.

Unmasking Double Brokering in Automotive Transport: A Quick Guide

Transport and logistics is not immune to fraudulent practices such as double brokering. Here’s what you need to know to stay safe.

autosled - double brokering
Dial in the Details: Preserving Vehicles and the Profitability of Dealership Inventory

Making cleanliness a priority of each car will all but guarantee to lead to a more profitable season ahead.

Rob Harper - Ziebart blog

Other Posts

How to Boost Appointment Conversions with Positive First Impressions

It’s crucial to equip your staff with effective phone handling strategies that can make a lasting impression and persuade callers to choose your dealership.

Why Data Security Must Be a Priority in Today’s Automotive Retail Market

Dealers who gain a better understanding of data security and how data relates to industry trends will ultimately find themselves in a better position to achieve long-term goals.

The Digital Dilemma: How to Rethink Sales and Delivery to Drive a Successful Car Buying Future

By taking the right steps, traditional car dealers can still compete, win and flourish, even as digital sales become more prolific.

Revolutionizing Auto Service: How Digital Tools Are Transforming the Auto Dealership Landscape

Remote diagnostics, over-the-air updates, faster service appointments and less vehicle downtime all represent the emerging reality of remote automotive services.