Research shows there is no clear differentiation between service facilities in driver’s minds. “Aren’t they all about the same?” This statement alone makes it clear that drivers are yours to win!
Before we can win them over by exceeding their expectations, we need to know what their expectations are! Sally Whitesell, the president and founder of sw Service Solutions has combined her 25 years of service advisor training and service consulting with important Google research for a session packed full of critical facts, impactful quotes, and simple solutions that will change your customer’s perceptions.
This session will cover:
How drivers feel about service centers
Why your digital presence matters
Critical moments to win customers over
How to use each critical moment the most effectively
The importance of transparency in service
How to make your store the most convenient
The importance of establishing a routine for your staff and guests
We will explain how to use this information to create successful policies and processes that will change “Aren’t they all about the same?” to, “I wouldn’t go anyplace else to get my car serviced.” You will walk away with a clear understanding of how to create loyalty while increasing sales, customer satisfaction scores and reviews.