Re: The Tougher The Better
Posted to Shop Management Forum on 12/2/2015
4 Replies
The SOLE purpose of the phone is to set appointments.
Period. It's not to diagnose over the phone. It's not to
give prices over the phone. It's to set appointments.
Remember that. Every sales school I've ever been to has
preached that.
If people want prices, there's no shortage of shops they can
call, or even online services like AutoMD, and etc. I simply
tell them that our prices are competitive and the reasons
our customers come to us are because of our accurate
diagnosis, honesty, and fair prices.
I go on to tell them to look at our BBB and online reviews
like Google and Yelp. We have an A+ rating with the BBB and
all of our techs are ASE certified Masters.
I give them all the reasons why our customers come to us and
finish up with "And the reason I don't give telephone price
quotes is that we give only written estimates. Telephone
price quotes are never accurate and I don't want to mislead
anybody, especially you. Price quotes on things I can't see
get me into trouble and I don't like trouble, do you?
When you take your vehicle to a shop that quotes you a price
over the phone, if you leave for that same exact price, to
the penny, stop by here and I want to buy you lunch to know
who has a crystal ball in this town."
Larry Bloodworth Technical Information Specialist/Technician Tanner Transmissions Draper, Utah, USA
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