One of the most challenging parts of being a service advisor is building trust with drivers. Many drivers already feel apprehensive about spending money on repairs, but you’re still tasked with letting them know exactly what’s wrong with their car. And sometimes, that means identifying more issues than they were expecting.
Customer notes
Let’s start by rehashing one of the most fundamental facts about sales: part of selling more work involves making customers happy each visit so they’ll want to return. So, how can you build relationships with customers and make them feel like you’re their go-to shop.
Think back to your own experiences. Have you ever walked into a local business and the employees greeted you by name? Perhaps you paid your doctor a visit for your annual checkup, and the nurse remembered that you don’t like sitting in the waiting room; you like to step out and get a text when it’s your time to see the doctor. Or, maybe you went to a family-owned restaurant, and the owner remembered your go-to order. The fact that these businesses remembered your name and preferences likely left an impression on you, and your shop’s guests are no different.
Select a shop management system that allows you to enhance each guest’s experience by adding tailored customer notes. Guests will be impressed with your attention to detail and care, and you’ll always be able to provide that personalized experience that will make your shop stand out.
Maybe Marylynn prefers waiting at the shop until her vehicle’s repairs are done, while Julio prefers dropping off his car and coming back later. By noting that in the system, you won’t have to ask Marylynn and Julio to remind you what they prefer each time they come in for a repair. You’ll be able to act on the information you have on hand.
Job histories and integrated CARFAX reports
When a customer has been coming to your shop for years, it can be tough to remember all the work that’s been done on their vehicle. It’s even tougher to get an overview of all the previous work from new customers. However, that knowledge is vital, because it can provide additional context that will help you make repair recommendations.
A shop management system that show work histories and integrated CARFAX reports makes it easier for you and the technicians at the shop to get an accurate picture of previous work that’s been done. With that information, you can make additional recommendations that you might have missed otherwise, and you can upsell that work to the customer — giving them the most holistic repair service possible.
Digital vehicle inspections (DVIs)
One of the most impactful ways to sell more work is by leveraging digital vehicle inspections (DVIs). Instead of handing guests a paper inspection, you can send a digital one straight to their device, where they’ll be able to read all the necessary details about the proposed repair work.
You already know how difficult it can be to get some drivers to approve additional work that goes beyond what they thought they needed when they first stepped in. A digital inspection will help you navigate that issue by bringing another layer of transparency to the game — technicians can attach photos and videos to each DVI, so guests can see for themselves exactly what’s wrong with their cars. As a result, they’ll have peace of mind and trust your recommendations.
Tracking declined jobs
After the guest reviews their digital vehicle inspection, they can approve and decline individual jobs. Of course, it’s a win for your shop for every approved job. But as for the declined jobs? Not all is lost.
The guest might want to hold off on a certain repair, especially if they see that it’s in the “yellow” category on their digital vehicle inspection. When they decline that job, you’ll have a record of it in Tekmetric, for example. You can remind the guest about that declined job the next time they visit your shop, or you can reach out to them when the time for that job gets closer.
Tracking declined jobs is one of the most effective ways to sell more work, especially when times are slow. It’s easier to sell to an existing guest who already knows that a certain repair will be necessary in the future rather than marketing to a new customer altogether. Guests will also appreciate the attentiveness of your team; they’ll feel like your shop has their back—they won’t have to risk driving around with a repair that was marked “yellow” a month ago but is now in the “red” category.
Additionally, tracking declined jobs gives you a natural reason to give them a call to check in on them, and sell work without sounding pushy:
“Hi there! How’re your brakes treating you? When you came in a few months ago, I saw they were starting to wear. Just wanted to make sure they were still working. Oh, they’re making some noise? Come on in, and we’ll get them replaced.”
Workflow features: Tech board and job board
Here’s an interesting find from J.D. Power: satisfaction scores drastically decline when customers wait three minutes or more to speak to someone at a service facility.
Choose a shop management system that makes it easier for you to manage tasks from the front desk, so you can remain aware of every repair and be available to greet customers as they walk in. Specifically, with Tekmetric, you can use the Tech Board to appropriately designate tasks to technicians so that they won’t get overloaded. You can use the Job Board to keep guests updated about the status of their repairs. They’ll be happy that you’re able to get to them quickly and that you’re keeping them informed.
Ultimately, you don’t have to be pushy to sell more work. You can do so by genuinely being there for your customers—listening to them and understanding their needs. The more authentic you are when you recommend work, the more it will show customers that you’re actually trying to help them out, not just selling more work for the sake of selling more work. And these are the positive feelings you want all guests to leave with.
Get more upselling and cross-selling tips here.
