Is your shop’s first impression costing you customers? Did you know the phone is often your closest moment to the sale? Join service advisor training specialists Jen Davis and Doris Barnes from The Transformers Institute as they reveal how to turn inbound calls into a loyal customer relationship.

Watch Full Video Episode

Inside this episode:

The Hidden Cost of Bad Calls: Missed opportunities like quoting a price without context don’t just lose sales, they damage your brand and waste marketing dollars. First impressions are made in a fraction of a second.

Beyond Price Shopping: Most service advisors unintentionally train customers to shop for price by failing to ask questions, build rapport, or show genuine curiosity. Price is often just the conversation starter.

Empathy, Education & Reasoning: Learn the three pillars of phone success that shift calls from transactional to relationship-driven, positioning your shop as the trusted solution.

From First Call to Lifelong Customer: Strategies to move customers past a single visit and build loyalty by marketing to the third visit—a critical milestone for long-term retention.

Hiring the Right People: Why finding “good stock” naturally empathetic, ethical, and willing to learn makes all the difference in creating consistent, 5-star customer experiences.

Don’t let poor phone skills drain your marketing investment. This is a must-listen for shop owners and service advisors ready to sharpen their skills and elevate every interaction from the very first ring.