I don't know why but my area my customer never appreciate good service

[Bob_VT]

The key to customer service is to get the customer to trust you and return to you. In the Toyota Dealership where I had worked they were ranked #1 in the Northeast USA and even #1 in the Nation for some time.

A simple LOF included a car wash. We know that a LOF is a lose money deal but where they make the money is on the upsell and return business. I believe is was Speedi-Lube that had the up-selling record for the USA for quite a long time.

Thier game was to offer to do a simple chore (ie. replace the cabin air filter or an injector cleaning) at less money than would be charged at a dealership and since the car was on the rack they could have it done today or would you like to make an appointment?

LOF is the time to up-sell an inspection. Inspect the brakes, the serp belt, the charging system, the fliuds I know you understand.

Our best techs were our best people to help upsell.

Do not give anything away. If a mechanic has to look at a car with an engine light on then it should be up front there is a minimum of a 1 hour labor charge. Hell if the mechanic can do it it 10 minutes you have made money and have time to poke around and look for work. The mechanic who fixed the guys ignition should have started the car and advised the customer for a better or proper repair he needs to visit the shop. Explain that it would probably be an hour of labor to fix it right..... and hand the guy a bill.

Honestly, people are assholes and they are cheap. No one really tips the mechanics anymore so the mechanics and the staff have to resort to up selling. The biggest compliment that you can get from ANY customer is a referral who walks in the door.

If you get 1 or 2 extra customers per week from a referral you will be a rich man. Reward your mechanics for upselling too.

You can shear a sheep every year but you can only eat lamb once.

[ddongbap]

Originally Posted by Bob_VT

Do not give anything away. If a mechanic has to look at a car with an engine light on then it should be up front there is a minimum of a 1 hour labor charge. Hell if the mechanic can do it it 10 minutes you have made money and have time to poke around and look for work. The mechanic who fixed the guys ignition should have started the car and advised the customer for a better or proper repair he needs to visit the shop. Explain that it would probably be an hour of labor to fix it right..... and hand the guy a bill.

Totally agree with this.

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BTW, whats worse? The guy who doesn't say thank you? Or the guy who expects it?

[bobselectric]

Originally Posted by ddongbap

Totally agree with this.

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BTW, whats worse? The guy who doesn't say thank you? Or the guy who expects it?

We should all be expected to show graciousness, politeness, and simple common courtesy. I see nothing wrong with expecting a "Thank You".

As someone in the service industry, it seems that too many people who are removed from blue collar labor by a generation look down upon skilled labor. I have been in homes that cost millions of dollars, and when trying to collect on a few hundred dollar bill the customer states "I didn't make this kind of money when I was a lawyer (or doctor or executive, or etc.)." My usual retort is "Neither did I- that's why I do this now".

I don't feel bad when I hand the customer a bill- this is my living, puts food on my table, and clothes on my back. I spent the last 25 years gathering the experience that makes me proficient at what I do. It took 11.5 years to gain the necessary training to become a licensed electrician, before I could take my licensing exam. Yes, that is more time training than a doctor or a lawyer, not counting continuing education. This is why I don't feel bad.