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In this episode, Michael Doherty talks about phone skills for service advisors. He emphasizes the importance of treating every incoming call as a quality lead, urging advisors to dig deeper and ask better questions rather than making quick judgments about customers. Michael also highlights that building trust and long-term relationships starts with that very first phone call, and reminds advisors that objections from customers are often just hidden opportunities to build value and confidence.
Timestamps:
00:00 Defining Quality Leads for Advisors
03:45 Client Calls: An Advisor's Opportunity
08:23 Probing Questions Boost Customer Trust
10:36 "Focus on Relationships, Not Sales"
15:12 "Building Relationships for Business Growth"
16:59 "See You at SEMA?"
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Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!
If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at michael@autofixsos.com. We look forward to connecting with you!
