Make Sure You Master This Skill

by Lauren Henderson

oil change3

You may be a master tech, master of sales or master service writer but have you mastered the art of making your customer feel like you genuinely care?

The relationship you build with your customers is one of the defining factors setting you apart from the competition. Hopefully, it’s setting you apart in a good way. It’s important you do a good job under the hood but remember who’s handing over the payment.

Try changing your daily customer dialogue to balance technical questions with observant ones. It naturally encourages conversation and will leave customers feeling good about the job you did. Here’s an example dialogue:

1.   Anything new you’ve noticed about the way your car is driving?

2. Have any exciting plans for the rest of the day?

3. What’s your daily commute like?

4. So you must be a fan of XYZ TEAM? What did you think about their last game?

5. We’ve got you all set. Have any questions? Bring your car back in XYZ months/miles and please don’t hesitate to call us for anything you need in the meantime.

A balanced conversation leaves the customer feeling like you took care of them and genuinely cared about them. Chances are they won’t think twice about where they take their car for its next oil change.

Have any tips for building customer relationships and keeping returning customers in your bays? Comment below.

About National Oil & Lube News

National Oil & Lube News is the fast oil change industry's oldest and largest trade publication. Started in 1986 by Steve Hurt (a former fast lube owner) and David Arrington, NOLN has grown and evolved right alongside the fast lube industry. Here at NOLN, our aim is to help fast lube operators with every facet of their business, from operations to technical issues. Our monthly magazine and this regularly updated website contain everything from technical tips, recall announcements and service guides to articles on handling customer complaints, building your brand and making your business the best it can be. With tips and advice from experts both inside and outside the industry, you're sure to learn something that can help your fast lube business grow and prosper.
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2 Responses to Make Sure You Master This Skill

  1. Hi, Lauren. Great article, as always!

    Working with auto shops these last few years, I’ve definitely noticed that my most successful clients focus on service. When you speak with them, you can hear in their words and their passion that the customer comes first.

    Across the board, our most successful shops communicate with their customers as you describe, insist on delivering quality with their work and, because of this, never have to discount their rates.

    Again, great article! You get a tweet! 🙂

    • Hi Paul! So glad you liked it and I’m glad that you’re finding the same thing to be true out there in the industry! Tweet away and if you have any other topics you’d like to see us talk about over here let me know!

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