September 20, 2023

59. Fixed Ops 5- Getting Back To Basics with Ron Overs Fixed Ops Magazine

26 minutes

Corey Smith and Ron Overs discuss tips for service advisors and managers in the auto business. They emphasize the importance of slowing down and spending time with customers, as this can lead to increased sales. They also suggest going through tomorrow's business today to better prepare for customer interactions. Corey gives an example of how knowing a customer's vehicle history can help identify additional services needed. They stress the need for good communication skills, avoiding rudeness, and being consultative with customers. Ron emphasizes that success is achieved by focusing on large numbers rather than trying to sell extra products to every customer. They also mention the significance of customer satisfaction surveys (CSI) and advise setting expectations for receiving high ratings from customers. The key takeaways are to slow down, focus on building relationships with customers, and communicate effectively while striving for excellence in providing service.

Ron Overs discusses three important aspects of customer service: getting to know the customer's expectations, maintaining eye contact, and using a clear and respectful tone. Corey Smith concludes the conversation by providing information on how to contact Ron and promoting their magazine for those in fixed operations. The episode ends with both expressing gratitude and making plans for future collaboration.

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