Humans do a lot of talking, but we really are lousy communicators. So often the message we are sending gets misunderstood. Just as often, we don’t have a clear understanding of what we have been told. Many of life’s struggles and pain are do to poor communication. As those who Pursue Great!, we want to strive diligently to improve our communication skills.
With our clients, we want to be clear, both on the receiving and transmitting side of our conversation, of what has been agreed upon with regard to the work authorized to be performed and the cost. After your presentation and objection handling, and your client has made their decision of what work they would like done to their car, be sure to provide feedback to wrap up the conversation.
We want to review through the items our client has agreed to. Say to them, “Okay, Mrs. Client, we will replace the thermostat for the check engine light you brought your car in for today, and we will also replace the front brake pads and rotors and the hood strut. The total, out the door, including sales tax is $___________. Do I have that right?” Once you get confirmation, take a moment and review any items your client is declining. A statement such as, “And we are going to wait until later to fix the front CV boot, right?”
You will also need to establish the new “promised time.” Often the expected completion time will change due to any number of things. You will want to know what limitations you have with parts availability and shop capacity before you make your time commitment to your client. They are expecting accuracy in the repair work, the cost estimate and the timeline. They need to make plans and arrangements based on the promises you make.
We want to be clear about the work we are going to perform and the total cost. This total cost includes the main concern and the authorized additional recommendations. Customers only remember one price. The will not remember $XXX.XX plus $XXX.XX plus $XXX.XX plus tax. This is too much. Too many numbers. Too confusing. We need to wrap up the whole thing in summary and put a bow on it.
We don’t want a dispute or confusion later, when we are all done. We don’t want, “But you said….” To avoid this situation, give your client feedback of the conversation and the authorization so you both agree to what was said.
The bow on top is, “Thank You.” Always be sure to thank your client. Remember, they are bringing you their business and giving you their money. They had the choice to take their car anywhere. They chose to bring it to you. Be very, very thankful.
And document. Document your conversation with your client. Date, time, method on contact, name of the person you were speaking to who gave the authorization, what was authorized for repair, what was the cost authorized, what was declined. This is a best practice, and also law in some states. Documentation is part of any business transaction. It is your responsibility to record the record of what transpired.
Following the steps outlined in the last several articles regarding the MPI process will result in great success for you in securing additional work for your shop and your technicians, as well as make very satisfied clients. Have fun with it and Pursue Great!