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Articles & Archives Service Advisor June 1, 2012
Multiplying customers through referrals It's critical for service to tap into the valuable resource of satisfied customers. It has been shown that dissatisfied customers can tell as many as ten other people about their unfortunate experience.
Satisfied customers will share their positive experience with only one or two people. Bad news spreads quickly. Remember to first cultivate relationships with customers, and then try to reap the benefits of additional customer satisfaction and sales through referrals.
Take control of customer connection Don't think of customers as just one more repair on the way to making your daily goals. Take advantage of these opportunities to build the relationship. It will be money in the bank.
Service advisors need to have complete confidence when they begin the write-up process that the customer is going to be completely satisfied. To reach a point that they are going to walk away impressed by your handling of their concerns and opinions. You want customers to say that the experience exceeded their expectations.