This is the last in the series of Explosive Habits: How to become a 6 figure advisor. If you have not read the previous habits please refer to the blog posts and read them before proceeding here.
10. Try and get in the end zone regularly.
If you never try and get a touchdown you will NEVER get a touchdown. Well, you may make a few by accident, but it is better to march forward with a plan every time.
For this reason, you need to try to get there every time you can. When you do, you should even do a touchdown dance.
If you never ask for something you will never get it. When you get the mileage off the vehicle, you need to be thinking of what is due before you even get back to your desk.
Then you need to find a way to deliver that information to the customer if after checking the history it is not done yet.
The timely delivery of this will depend on many things.
Is the customer in a rush?
If so, now is not the time. You need to wait until the time is right for them. Not you. So, sometimes this means that the "ask" becomes a recommendation for next time. The recommended maintenance can also be added to the list of whatever the tech finds so that you can present all the items then, so do not worry about not asking right away.
If you try and push or rush this process, you may leave a bad taste in the mouth of the customer and that is never good.
Is there a line up out the door of the drive-thru?
If so, now is not the time. We must first respect the time of each and every customer. So the people sitting and waiting while you write up the person in front of you must be considered first before trying to spend time recommending services that are over due to the person in front of you. There will be enough time later.
What is the body language saying to you about the customer at the moment?
Is it open, calm, and relaxed? If so, now IS the time. If they are fidgeting, nervous looking, or impatient in appearance get them out of that uncomfortable position and on their way. You never know what is going on with them at that moment so the best thing you can do is get them on their way into an environment they are comfortable in.
Maybe they are not comfortable in public spaces, maybe they have a relative in the hospital and need to get on the road. You do not know. So, ask for permission to call or text later after the tech has inspected the car and ask when is a good time for them to chat normally.
What are you in the middle of doing that cannot wait very long?
Your time is also important, you are taking care of several customers at a time. So, if you are spending huge amounts of time with someone at the expense of 4 other follow-up calls or estimate presentations, you are not organized enough to ask at that moment. So, now is not the time.
Every single task you complete is tied to either a satisfied or an unsatisfied person. Remember that when you are spending 20 - 30 minutes at your desk with someone.
As with previous habits we have reviewed, do EVERYTHING with a sense of urgency!
Is the phone ringing off the hook?
If so, now is not the time. When I first started at my very first dealership, our survey scores were awful. The person that hired me moved on, and another manager took over. Then, the Fixed Ops Manager at the time, a total hero of mine, by the way, had a meeting where he said, "The phone, right after the customer in front of your face, is THE most important thing to you at any given time. If you do not pick up that phone within 3 rings, I have no place for you in my drive-thru!"
Well, let me tell you, that phone got answered. There was no black and white on this topic.
You cannot know how many customers you lose NOT picking up that phone. There is no excuse not to do so. Period. $$ signs should be flashing when it is ringing. That means profit for you, your department, and the dealership.
"The phone can ring." is never a statement that should be coming out of the mouth of anyone that is interested in customer service, sales or net profit.
Get people on their way, quickly so you can address as many customers' needs as you are able, after the inspection is a great time. When I call somewhere and the phone rings and rings, I hang up and call another provider of that service. They do not even know I am a lost soul. I feel that I am a pretty average person when it comes to things I want in terms of customer service and answering the phone to see why and how I can spend my money on your services is right at the top of the list.
Is the work order a comeback?
If it is a recheck on something we have just fixed, hopefully, the customer already knows what is due and why. But if they were not informed, and if the customer THINKS the issue is a comeback, even if we know it is not, NOW IS NOT THE TIME.
For obvious reasons, you do not want to go anywhere near items that are overdue or needed at this time. Address the primary issue and move on, unless you have a great rapport and can slide in what is needed at a later date. Knowing what is due is important. So, it must be explained at some point. Even to angry people.
I only like to say something only if the time feels right, and my rapport with the customer is in great standing.
You do not want to aggravate the customer in any way if we did not fix the primary issue or if we caused some sort of inconvenience to the customer. Above all, we must value their time.
Is the work order a waiter?
If so, this MAY be the time, as they are not going anywhere at the moment.
Do you have a relationship with the customer already?
If this is the case, and if the body language is open, then yes! Now is the time. When you have a relationship with someone, usually, you have built a level of trust with them. So, if this is the case ask away.
Having a relationship with your customer is the most important thing and if you have taken the time to build one, you have enough emotional investment with that customer to allow you to breach the questions you need to ask regarding spending their hard-earned money.
How many kilometres are on the vehicle?
It is very important that your shop has a structured plan for required and suggested maintenance. Consistency is vital to the customer's perceptions and it is only logical that all the advisors and techs are on the same page with this.
If one advisor is recommending brake fluid exchanges at 50000 km, another is recommending them at 65000 km, and another person is recommending them never, what are we saying about the importance of doing the brake fluid?
What is the service history of the vehicle?
If the customer has spotty service history, trying to deliver a list arm's length long can be overwhelming. So you must take care when delivering the "ask." If they have unwavering service history and have never missed an oil change, it is safe to assume they will continue to do so. Ask away.
All of the above, and more, will change how and when you deliver your “ask” but you must deliver it at some point. Otherwise, what are we doing here? The finesse in identifying and utilizing the answers to the above questions in real-time is what differentiates an average advisor from an all-star!
If someone says no, move on to the next one. Do not let it change how you complete your process. The law of averages states you will close 10-30 % of the sales you ask for depending on your skill level and delivery. But even 10% is better than 0%. And as you keep asking, you get better and better at asking. That is when your closing rate gets higher and higher.
To sum it up, I would like to say that you are the only person in charge of where you are and where you are going. To give that power away is to give up and remain mundane. Average. And most importantly, unsatisfied with your job. Seek out the opportunities in every interaction with your customer, even if the only opportunity is the interaction itself. Make it one to remember so they will remember you. Be the person that the customer is looking for when they drive in because of how great they felt dealing with you the last time in.
That is how you become a service advisor all-star and break the 6-figure ceiling!
If you need some one-on-one, real-time coaching in your own environment, message me at:
You can also check out my recently published book:
"Building a Gold Standard Service Advisor: The Evolution of Service"
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