Chris Collins explains how service advisors can reduce customer anxiety by calling before arrival, greeting them at their car, and confirming appointments. This personal touch makes first-time visitors feel welcome and more likely to return.
I used to have my service advisors call the customer ahead of time and not the BDC so they can start petting the dog before they even walk in the door. Oh, it's the first time you're here. Make sure you look for this. I'm going to meet you at your car. I see you're in here for this. No, you're not. Okay, let's make sure your appointment is correct. Let's make sure we have the special order parts. I'm going to be helping you. I'm going to take care of you. And then if they're coming in, especially for the first time, they're not They don't think that, oh my gosh, I'm nervous, more decision fatigue. And I know my advisor is gonna be standing out in the driveway waiting for me.
