How to Increase Sales and Customer Trust at the Same Time

Leanne, what else should we teach our audience about? About how to increase their sales by offering alternative ways to purchase to their clients.

Alternative ways to purchase to their clients. Well, I think that we need to help them make it quick and easy. I mean, service and service advisors these days, they're just swamped. We've got parts shortages, we've got people coming in. Everybody's kind of at their last, you know, running on their last leg here. And I think that this is something that I've heard from both the customers and the service advisors is that, you know, it's quick and easy. The way we do it, we, we have the advisor send a link to the, to the customer's phone, they click that, they pre qualify. It's completely contactless, which has been really, really important in the last year or so. And then I also think that, you know, with all these integrations that service advisors have, they're sending videos out to their customers now showing them the recommended services. We've got advisors who will give estimates over the phone. It's just we're trying to do everything we can to make it quick and easy for the advisor so that they can get back to doing what they need to do. Because, you know, selling financing is not what, that's not their main job. You know, they're trying to help the customer and get these recommended services that they need. And so I think that, you know, even now, now that everybody's kind of hopping back on and doing, doing what they're doing, they're going out, they're road tripping. And I also think that because parts are coming in so slow, we need to be upfront with their customers. I think that we need to show them and tell them that parts, you know, there are some parts that are just not going to be in for a while. I have a daughter who works at a Toyota dealership. She works at the BDC department and she's headed over to Service Express Service next month. And she says, you know, windshields right now, windshields, batteries, they're hard to come by. And so I think that if we help them be upfront and just communicate, even if the customers are not happy about it, we're building trust so that they don't go down to the dealership down the road and it's fine. I was at a Toyota dealership down south about a month ago and there was this irate customer on there. She was so upset because her Corolla battery wasn't working. And so they, what the service manager did, he just said, we don't have. They did not have one Corolla battery anywhere. And so he went out to one of the two Corollas that they had on the lot and grabbed one out of the new car and went in and put it in her car and she was on her way. And I mean, she was sort of happy about it. She was still pretty upset. But I mean, I think that just letting them know that there's some issues here in the industry right now that we're seeing and we're all trying to help and just to try to be patient and just be upfront with them. Yeah.

And so telling the customers at the time of write up, like something to the effect of, you know, a lot of our customers value keeping their cash. And we have options for you where, you know, you can pay it off as you go, but, you know, have your cash and not, not spend it sort of a thing.

Right, right. If we see something, we've got options for you send them that link, you know, to, to pre qualify. It's no hit to their credit when you send them the video text that the service tech made for them. Just follow that up with. And then there's this payment plan just in case, you know, just in case you want to do this. If not, that's fine too. Just following it up, just letting them know that it's there sometimes is all the difference in the world. I mean, it's better to just to help them before they, they try to. I mean, a lot of times people are just going to say, oh, yeah, no, that's fine, I don't have time right now, or whatever. But it could be that they don't have money and you don't know that until you offer and sometimes they won't ask. And so, you know, the statistics are there's like 60% of Americans right now who do not have $1,000 to spend on emergency repairs and 80% of them live paycheck to paycheck. And it's a lot of times they're not going to tell you. So it's best if you just kind of say, hey, we offer this to everybody. You can pre qualify with no hit. We'll see what is there and then move on from there once you know what's going on.

Yeah. And it's. There's two things that happen when you say a lot of our clients really appreciate this or a lot of our clients are using this, because one is it makes it seem like it's something that's popular that a lot of people are doing. And that has a tremendous effect on people because most people are sheep. They're followers.

Right.

And then the second thing is, is if they're struggling financially, it takes away the shame for sure. And that's a big part of it, is taking away the shame.

Right. And, you know, you need to educate them. You don't want them to go, you know, they'll go to the dealership down there, who will help them. But yeah, taking away the shame, it builds trust. I mean, even if they never tell you this, they, they feel something. They are thankful. Yes.

Thanks so much for watching this clip of Service Driver Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333-ASK SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chris collins inc.com now that's offers.chriscollinsinc.com I'm Chris Collins, and I'll see you in the next video.