Do you know how to adapt your shop communication?
If your interactions are largely all the same, or your service advisors always use the same delivery on their phone calls with customers, then it’s time to evolve your communication strategy.
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During this session, she covered:
- The importance of first impressions & non-verbal cues
- Why we all communicate differently
- Proof you can adjust your communication style
- The DISC quadrant (and four personality types)
- How to code your customers
- Changing communication quadrants (with a tire service example)
Understanding the nuances of each unique communication profile will help you tailor how you interact with individual customers and employees. As a result, you can improve your business performance and overall customer service experience.
But first, let’s consider the power of first impressions and why they even matter.
Why first impressions matter
Two seconds. According to a study by Ambady & Rosenthalt, that is all the time it takes to decide if you believe someone, like them, and trust them. Your first impression is often set in stone before that person even opens their mouth and speaks to you.
So what does this mean for the service advisors at your auto repair shop? When it comes to the scripts they follow to communicate with customers, reciting words off a page simply won’t cut it. “It’s not what we say, but how we deliver the message,” says Chung.
The power of non-verbal cues (and why service advisors must find other ways to communicate effectively)
Did you know that 80-90% of communication between individuals is non-verbal?
These cues come in the form of a person’s specific body language, posture, and even their facial expressions. “When you and I are talking, you are getting some sort of other communication cues. That is contributing more to how you perceive my communication than the words I am saying to you,” says Chung.
Clearly, expressing the right non-verbal cues is a huge part of making positive first impressions with your customers! But unfortunately, service advisors at auto repair shops rarely have that opportunity.
Over the phone, where service advisors mostly interact with customers, verbal communication is the only tool at your disposal. Beyond what you say, how you execute the messaging is everything.
With this context in mind, how can service advisors build rapport with customers? Be intentional!
While non-verbal communication can have a major impact, your words still hold plenty of power. Chung notes that even a few positive or negative words can completely transform a person’s outlook on their day. Consider these two situations:
- Situation 1: You wake up early, feeling refreshed and ready to make the very best of your day. On your way into work, a driver cuts you off. Or maybe a co-worker says something mean that you don’t appreciate. Suddenly, your entire demeanor changes. Those positive vibes you started the day off with have completely evaporated!
- Situation 2: You wake up late, feeling sluggish and not very enthusiastic about the day ahead. When you get into work and log online, an email immediately catches your attention. A co-worker took the time out of their busy day to shout out your recent performance with a thoughtful message. To the entire company! You smile, feeling a rush of newfound energy and optimism spark within you.
Why we all communicate differently
It’s a simple fact: we each have our own unique communication style.
Communication styles can vary based on your gender, whether you are an extrovert or introvert, and many other factors.
One example of these differences in styles is the wide gap between average words that men and women speak per day.
- Average number of words men speak per day: 7,000
- Average number of words women speak per day: 20,000
Differences also extend to personality types, which Chung covers in more detail.
But first, it’s important to recognize that what is sometimes perceived as miscommunication can come down to the fact we all don’t speak and interact the same way.
Thankfully, we all can adapt. “I believe anyone can learn to adjust their communication style. First and foremost, it takes being intentional about it,” says Chung.
Don’t believe it’s possible? Here’s proof you frequently change up your communication style already!
Proof you already adjust your communication style
Think about the last time you interacted with a puppy or a baby. Did you address them the same way you connect with an old friend or work colleague?
Of course not! Chung uses her own personal example of talking playfully and loving with her new puppy to highlight this difference. We don’t have an expectation that puppies or babies can communicate at our baseline, so we adjust our communication style down to their level.
Now that you have proof communication styles can adapt, it’s time to explore the four DISC personality quadrants and hone your communication skills for each profile type.
Incorporating the DISC personality quadrant
Chung says the DISC quadrant is something you need to incorporate into your auto repair shop. This personality tool will help you best identify how you communicate with your technicians, along with your customers!
So what does DISC stand for, anyway? The acronym breaks down as follows:
- Dominant (Controller): determined, direct, wants results
- Influence (Promoter): enthusiastic, outgoing, values ideas
- Steadiness (Supporter): patient, supporting, accepting
- Compliance (Analyst): facts-based, detailed, analytical
If you aren’t sure which profile describes you best, Chung says a personality test will help you determine your quadrant. Here are sample questions from a personality test that places you in one of the four quadrants:
- Are you people-oriented or task-oriented?
- Do you like to be in charge or have a more laid-back attitude?
Analyzing the four DISC personality types
Now that we know what the four quadrants are, let’s break down each personality type and examine the differences.
Personality type 1: Controller
- Likes: Controllers value organization and goal-setting. They appreciate strong leadership and possess a “get it done” mentality.
- Dislikes: Controllers hate tardiness. They also don’t respond well to weak and ineffective leadership.
- Main goal: Controllers want to be right.
Personality type 2: Promoter
- Likes: Promoters enjoy high-energy events like vacations and parties.
- Dislikes: Promoters try to avoid paperwork. They don’t always respond well to rules and limit their exposure to negative people.
- Main goal: Promoters want to receive their recognition.
Personality type 3: Supporter
- Likes: Supporters like to make the most of their free time. They enjoy children, traveling, and being an active part of their local community.
- Dislikes: Supporters don’t respond well to bossy people. They tend to avoid conflict and negativity.
- Main goal: Supporters want to maintain harmony.
Personality type 4: Analyst
- Likes: Analysts appreciate structure and organization. They also value their alone time.
- Dislikes: Promoters shudder at the sight of disorganization and clutter. They also try to limit their exposure to rude and obnoxious people.
- Main goal: Promoters want to have the facts.
How to code your customers based on personality type
You now understand the profile traits of each DISC personality type. It’s time to consider these profiles and put your evolving shop communication skills to the test.
Consider all of the different interactions you can have with an individual customer at your auto repair shop. From when they call for booking an appointment to greeting them in person, you will have to quickly code each customer and adjust to their quadrant.
Chung notes a great communicator is someone who knows how to execute this dance on the fly. “Can you pop in and out? You pick up one phone call, you may have a supporter. The next phone call, maybe it’s a controller,” says Chung.
The appeal of changing quadrants
In the end, good communication is not just about customer service at your auto repair shop. Chung notes these skills are important in every facet of life, acknowledging how she enters different quadrants to discuss homework assignments with her kids.
“It’s not good or bad, it’s just who they are. If I want to communicate with one of my technicians, it’s my opportunity to go into their quadrant,” says Chung.
A tire service example of changing quadrants
It’s time to explore how these quadrant adjustments work in a real situation. Take Chung’s example of communicating with a customer regarding the recent tire service you completed on their vehicle.
According to Chung, here is how you should approach each interaction by quadrant:
- Controller: For this quadrant, keep the conversation very tight. Acknowledge their observations and concerns, but keep your back and forth direct and to the point.
- Analyst: With this quadrant, you can use a similar approach to the Controller quadrant but with a few exceptions. Because they value more data-based information, take the extra step of mentioning specific vehicle specs, like the exact increase of their tire pressure. “I would give them more detail because I know that’s what they are looking for,” says Chung.
- Supporter: Addressing this quadrant, use a more nurturing and supportive tone. Remember, Supporters want harmony and peace. Acknowledge their concerns about getting the vehicle all set for their upcoming road trip. Keep weaving in mention of these exciting plans with the positive service expectations you outline for their vehicle.
- Promoter: When you chat with customers from this quadrant, remember the higher energy levels they thrive on. Reflect this enthusiasm boost in your tone and affirm what they want. “I would tailor the communication piece that way,” says Chung.
» Looking to transform your shop? Discover how AutoLeap can help.
Closing thoughts
From the technicians on your team to the customers you proudly serve, every individual communicates differently. For this reason, it’s important to proactively adapt the communication styles you use on a daily basis at your auto repair shop.
Incorporate the detailed insights shared by Chung in this webinar session to get the most out of your shop interactions and build a thoughtful business reputation.
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