Three Opportunities to turn a SATISFIED Consumer
into a LOYAL Consumer this Month with CONSIDERATION*
Answer questions thoroughly: Make it a point to address each customer’s question and answer
completely. Otherwise, it may leave room for doubt in a customer’s mind that the services are
necessary and they will feel that their business is unimportant to your dealership.
DO
“My service advisor was very friendly, courteous, and answered all my questions.”
DON’T
“There was a question that I asked my service advisor that he did not know and said he would
like a technician to talk to me about it. Well, I never got the opportunity to get my question
answered and when I was checking out and I asked my service advisor about it, I got the
impression that they were too busy to answer my question more thoroughly.”
Give customers undivided attention: Customers will feel like they’ve received an exceptional
service experience if you give them your undivided attention when they’re in front of you. If you
make them feel like they’re the ONLY customer, instead of just A customer, they will return to
your dealership.
DO
“Once more, our service rep greeted me immediately when I pulled into your service bay for an
oil change and tire rotation and treated me like I was the only customer in the place. I’ve noticed
that he somehow manages to pull that off for ALL of his customers.”
DON’T
“I found it extremely rude of the cashier that the entire time she was on a personal phone call.
She had no conversation with me at all!! No ‘hi, how are you, thank you’ - nothing.”
If additional service is necessary, let them know ASAP: If a vehicle is in service and needs a part or
additional service, let the customer know as early as possible so they have the choice of whether
to wait or make another appointment.
DO
“While I was in for 100,000 mile service my service rep pointed out there was a recall on the
water pump and that to include that work it would be about 3 hr if I had it done while I was
there since he knew I was waiting. I appreciate him giving me the option to make another
appointment at a more convenient time.”
DON’T
“We had to wait for 2 hours + for routine service because an air filter was not in stock and
needed to be obtained from a neighboring dealer. In the future, customers should be informed by
having the service rep check the parts inventory before writing the order and informing the
customer if not in stock. The customer could then decide to wait or come back at another time.”
*All customer comments are verbatim.