Vehicle inspections are an extremely valuable service reputable shops provide. They are important since most vehicle owners do not know about the mechanics of their vehicles, what wear looks like, or what to do when something on the car fails. Our clients rely on us to keep them informed of the condition of their vehicle and help them keep it operating in a safe and reliable condition. Our vehicles play a big role in our lives and we don’t want them letting us down or endangering us.
Presented correctly, your client appreciates the inspection being performed, the information you provide and the opportunity to keep their car running in as near new condition as possible. Having this mindset is a foundation to making an effective presentation. With concern for the reliability of your client’s vehicle and their safety, you will come across to them with compassion and professionalism – not just another salesman trying to take money from them.
Contact your client and introduce yourself. Inform them you are contacting them with an update on their vehicle, like you promised. Ask them if they have time to go over the details. Upon confirmation, begin with the original concern(s) for which they brought in the vehicle. This is forefront in their mind. They want to know the answer regarding their known concern and how much money and time it will take to repair.
Once the main concern(s) have been discussed and a plan has been agreed to for the work, you can move on to the MPI presentation. Tell your client you have the results of the vehicle inspection back from their technician. Ask if they would like you to review the findings with them. When they agree, begin by giving them a compliment. Let’s say your vehicle inspection has 27 points and the technician sees three items needing attention. Compliment your client in taking great care of their vehicle. Say, “Mr. Client, your technician performed the multi-point vehicle inspection on your vehicle, and out of the 27 points inspected, 24 of them are in great shape.”
So far you have done many things which demonstrate your professionalism and concern for your client. By asking if your client has time to speak with you, you demonstrate respect for their time. This lets your client know you understand they are a busy person with many things going on in their life. Secondly, by addressing their main concern(s), you let them know you are concerned about what is important to them and you are listening to them.
Dropping the phrase, “like I promised”, reminds your client you are faithful and trustworthy. In the automotive industry we struggle with a stereotype of credibility. We have to look for ways to demonstrate we are not like the stereotype, or like others they have dealt with in the past. By making the promise at check-in to contact them as soon as you have diagnosis on their vehicle, you set the stage for this demonstration. Now, you want to remind them you made them a promise, and you fulfilled it.
Asking for permission to review the MPI with them also shows your concern for their time and what’s important to them. With this question, you are being courteous and polite. Giving your client the compliment about their efforts to keep their car in great condition makes them feel good… we all like to receive compliments. It also helps build the bond as you show you are here to help and not just telling them “everything that’s wrong.”
Concern, compassion, professional, faithful, trustworthy, complimentary, respectful, understanding, listening, dependable, courteous, polite and helpful… quite the list of positive attributes you have demonstrated with a proper client check-in, preparation and the beginning portion of this phone call with your client!
Text and email are valuable tools which are very common place… and have their place. But these qualities you want to demonstrate to your client cannot be done through text or email. You have to talk to your client. To build your relationship with your client you must speak with them. There is so much more to effective communication than just the words on a screen.
Next time, we will discuss presenting the items found during the MPI that need attention.