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Jim Jackson

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Exclusive Blog Posts

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Evaluation: Performing a Proper Service Greeting

3add69b1a12d2721f52d2da18fa5f56f.jpg?t=1Clear some hours out of your day tomorrow and set up camp on the service drive. Record a voice mail message that you will be unavailable and set up your email to auto reply and inform everyone that you will be unavailable for a few hours while you are performing an onsite process evaluation and training.  Now that you have “gone dark” you will be able to focus your entire attention to what is being said and done in front of your customers on a daily basis. Take this opportunity to observe every customer touch point and evaluate if your process is being followed or ignored. Challenge yourself to think like a consumer and really determine if you were a customer would you come back. Lets dive into the write up process and evaluate the active greeting process.

Preparation – Are your service writers in control and prepared for every guest that walks in the service drive. Being prepared lets the customer know we were expecting them and gives the customer a welcoming feeling. In addition to that we start this service process on a sturdy foundation.

Greeting – Is there a warm and welcoming greeting? Are your service advisors completely engaged or are they simply going through the motions? Here are some of the worst greetings I have observed.

  • “Next” – while motioning to the next customer in line to come over
  • “Can I help you” – When I hear this phrase I feel like saying “Uh, no thank you I thought I would take a few hours out of my day to just come down here and stand.”
  • A complete phony greeting – One that is way over the top and kind of creeps you out.
  • Emotionless – This is the blank stare or dazing into the computer screen and never making eye contact.

The way your front line employees greet your customers has a huge impact on the bottom line, utilize some of the following tips to start the customer experience off on the right foot.

  • Open body language
  • Smile
  • Handshake
  • Talk about the weather – I know this one is way overused but is common ground
  • Make sure the customer knows you recognize them
  • Show them, don’t point them.
  • Talk about the school sticker on their car or the custom accessory they have added.

Be objective and make sure you find everyone’s strengths and weaknesses. In most cases you have a superstar that can help the others get up to his level by simply pointing it out. Remember the first impression is made within five seconds and within that five seconds your fate or success will be determined.

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