Whether you’re selling general repair, collision or fleet services, you’re selling yourself. Sales is an intricate part of any marketing plan, and you MUST have one. If you want to increase or maintain a balanced car count; pay attention to your customers, not the numbers. Anyone working the front counter and answering the phones must be well-trained in communication, with a positive personality and aptitude.
Your front desk face should be friendly and welcoming, ready to schedule follow-up appointments faster than your customers can walk out the door. As the face of your shop, your front desk or administrative team should be familiar with each customer’s service history. Asking about your customer’s previous service makes them important. Actively following up about their experience really sets your business apart. Above all, you want to be known as the shop that cares. And the job will get itself done. Any successful shop owner will agree that their customer is much more than just a number. Your customer’s rapport with you is a direct reflection of your shop. Show them how you care with listed benefits, service records, and interactive industry recommendations. Put a solid sales plan in order, and track how your customers commit to your business.