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In a typical workday, everything can be going smoothly until a customer is furious at the cost of their bill and thinks they know more than you and the technician because they watch videos on YouTube. It's now 4:45 and you haven't even had time for a lunch break. How do you handle everything, keep a smile on your face and feel like life has not been sucked out of you? I have twenty years of experience in the automotive industry.
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So, here is what I cover in my book:
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Sell more work by educating the customer, not high-pressure sales tactics.
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Ask customers better questions to get the correct description of the complaint for the Technician.
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Understand a Technician's diagnosis and communicate it to the customer.
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Handle customer objections.
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Deal with shop conflict.
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Properly create an estimate so that the customer feels supported.
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Manage the technicians' time more effectively.
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