eAdvisor Speakers: Brian Michaels – National Sales Director & Paige Comer – National Sales Performance Strategist
Are You Meeting Your Customers' Service Expectations? In this on-demand recording you’ll learn that presenting maintenance recommendations at write-up tailored to every service customer's vehicle and mileage 100% of the time isn't impossible, and it starts with asking yourself the big question: "If you don't, who will?"
You won't like the answer, but we have a solution:
- What should you maintenance should you recommend?
- How should you recommend maintenance?
- When do you recommend maintenance?
- The consequences of not doing recommending maintenance.
- How eAdvisor offers an immediate solution.
Welcome to the first episode of 10 Minutes to Highly Effective Service featuring Brian Michaels, National Sales Director, and Paige Cromer, National Performance Strategist.
In the next few minutes, we'll explore the importance of providing dealership-level service by offering accurate maintenance recommendations tailored to the specific year, make, model, and mileage of a customer's vehicle.
Customer Expectations and Dealership Obligations
A dealership customer expects nothing less than dealership-level service, which includes presenting the right maintenance recommendations. If you don't provide these insights, who will? The consequences of not doing so often result in dissatisfied customers and missed opportunities for both parties.
Challenges in Presenting Accurate Maintenance Recommendations
Dealerships face difficulties in knowing the correct maintenance intervals, as they vary widely from year to year and model to model. Many create service packages that don't align with OEM specifications, leading to a lack of confidence among service advisors. The result? Missed sales opportunities and diminished customer trust.
The Importance of Consistent Presentations
Consistency is key. By presenting maintenance needs every time a vehicle is checked in, regardless of its age or mileage, dealerships can ensure transparency and credibility. A printed maintenance schedule enhances this trust, providing customers with confidence that they are receiving fair and accurate information.
Timing and Methods of Presenting Maintenance Recommendations
Maintenance should be presented consistently and according to a printed schedule at the time of vehicle check-in. Always listen to and record the customer's primary concerns before making further recommendations.
The Solution - Service Lane eAdvisor
Introducing the Service Lane eAdvisor scan tool and check-in system, which pulls vehicle data in just seven seconds. This system sends the information to generate an automatic maintenance report with OEM and dealer recommendations.
Effective communication of maintenance needs ensures customer satisfaction and loyalty. Engage with your customers, assure them of your expertise, and maintain consistent communication to fill any potential void left by the aftermarket.
If you're already an eAdvisor customer, thank you! Please share your experience with fellow dealers. If you're not yet using the most advanced service lane tool available, contact us today to schedule your demo. You'll be glad you did!
To watch our full webinar series, visit our YouTube channel and our 10 Minutes to Highly Effective Service playlist.
