The Most Important Rule for Auto Repair Shops: Always Say Yes to Customers

Chris Cotton Weekly Blitz

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In this podcast episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching highlights the significance of always saying yes to customers in the auto repair industry. He recounts two examples where service advisors faced challenges in agreeing to customer requests. Cotton stresses the importance of customer satisfaction and the delicate balance of agreeing to customer demands without making unrealistic promises.

Saying Yes to Customers (00:02:36) Importance of prioritizing customer satisfaction and finding ways to say yes instead of no.

Handling Customer Requests (00:03:45) Addressing an instance where a service advisor struggled to manage customer expectations and deliver on promises.

Customer Service Skills (00:05:54) Emphasizing the need to take care of the customer, manage expectations, and avoid overpromising while saying yes.

Saying Yes and Managing Expectations (00:10:11) Discussing the importance of saying yes to customers while managing expectations and not overpromising.

1. Importance of not saying no to customers in the auto repair business

2. Instances of a service advisor struggling to say yes to customers

3. Emphasizing the need to prioritize customer satisfaction

4.Managing expectations while saying yes to customers

5.Not overpromising to customers

Quotes:

Coach Chris Cotton', '00:06:54', "How would you like it if you were leaving town in 24 hours and somebody said, 'Oh, you can't take your car because we can't finish it up'? It's just not the right place to be in."

'Coach Chris Cotton', '00:09:14', "The customer doesn't care about any of that; the customer just wants to know if you can help them or not."

'Coach Chris Cotton', '00:12:16', "If they're in front of you unexpectedly, say yes, smile, and be like, 'Oh, I'm so glad, Mrs. Johnson, that you're here today. I haven't seen you in a while. Absolutely, we'll take care of your crisis for you.'"

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