In this episode of Series 9 of 10 Mill Mastery, we discuss improving Mechanic communication with Service Advisors and Customers.

Summary

Confidence in their knowledge and skills helps technicians communicate more effectively with advisors, leading to better sales outcomes.

Building trust, particularly for newer or younger technicians, can be bolstered by involving more experienced staff.

It's vital to clearly explain technical issues in layman's terms and prioritize repairs to prevent overwhelming customers with choices.

Emphasizing empathy, honesty, and simplicity in communication strategies leads to successful interactions and transactions.

Key Takeaways

Communication with advisors is improved by confidence in the technician's knowledge and clarity in explanations.

Building trust is key, especially for younger, less experienced technicians.

Sometimes, bringing in a senior technician to confirm the younger technician's assessment can help build trust.

Learning the systems thoroughly, potentially through training, enhances confidence.

Communication skills like tone, inflection, and not being overwhelmed with technical jargon are crucial.

Understanding how to prioritize repairs and explain them to customers is important.

It's essential to have a good relationship between advisors and technicians, avoiding undermining each other.

Having an empathetic approach and being direct with customers can be effective.

Presenting a few clear options, rather than overwhelming with many, can help close deals.

Honesty and prioritization in communication with advisors assist in building trust and selling services effectively.

Chapters

02:36 Building Confidence and Trust

06:56 Effective Communication with Advisors and Customers

17:42 Remembering and Sharing Knowledge