The Shop Management Show, AutoLeap’s new podcast, continues to tackle the industry’s most important topics.
Setting customer expectations, a key focus for every shop owner, was the main discussion point in one of our latest conversations.
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Recap from episode five
In The Shop Management Show’s fifth episode, I was thrilled to be joined by Connor Fesenmaier, owner of Vancity Auto Consultants and service manager at Tirecraft Port Coquitlam.
Connor and I discussed:
- Common challenges with customer interactions
- Building positive rapport with customers
- Strategies to set the service expectation
- And much more!
Let’s get into some highlights!
On general service approach to customer conversations
How do you approach conversations with customers in your shop?
It’s an important area to focus devoted attention on in your business. Without a thoughtful approach, you risk coming off as only caring about upselling your customers. That perception will lead to damaged customer relationships and negatively affect future opportunities.
Connor recommends easing customers into a conversation on future service and repair needs during a customer’s appointment for existing issues.
Strategies to set expectations with customers
Customers will always value when you provide enough detail and plenty of context on their vehicle’s situation. Your shop will benefit when it feels more like a partnership working towards a mutual solution and less like a buttoned-up sales transaction.
Connor goes into detail on each point throughout the podcast discussion. Here are four ways to set expectations with your customers:
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Closing thoughts
Download this episode of the Shop Management Show and listen to more of our industry conversations today. The podcast is available on Apple Podcasts, Spotify and most popular streaming services.
