In Volie Rally #75, Don Andres, author of Why Auto Service Departments Fail To Grow and owner of Auto SCT Consulting & Training, shares valuable insights on improving phone interactions in auto service departments. He highlights the importance of making phone calls efficient and informative, recognizing that customers prioritize convenience and often show up early for appointments.
Don emphasizes that many customers come in expecting frustration due to past negative experiences. However, by preparing thoroughly before appointments, service teams can exceed expectations, turning potential frustration into positive customer satisfaction and engagement. Watch to learn more actionable tips!
