Scott Alton - From the Clients Point of View - Matt Fanslow Diagnosing the Aftermarket A to Z

• Matt grade school friend who is also a customer of his
• Matt has a photographic mind
• Origins of life, music, and euchre (the card game)
• Scott sees or perceives that the people working on his vehicle are competent
• Dress says a lot about competence
• Personal appearance, also
• Formulate an opinion if you trust the shop
• Overall look of operation, clean, organized
• A professional look gives confidence to trust
• Certification on the wall
• Reviews on the wall
• Read reviews
• When meeting a client for the first time we ask for a certain level of trust
• Consumer: How does it feel to find that shop you can trust?
• I client knows someone at the shop they are more likely to trust
• Used Car Salespeople are going to have all this spin that they're going to give to me. And so you know, a used car salesman, unfortunately, Is linked with your profession in a lot of ways.
• The client must determine if the service advisor or technician is spinning large as a used car salesman would
• When you go to the doctor, you can get a second or third opinion. That's a little harder when the thing you need to get you home is you know, possibly debilitated and not able to get you home if you broke down away from your regular shop.
• Capabilities and equipment drive price of jobs no matter what size they are
• Compensation plans, benefits, investment in training drive margins/price

The show is sponsored by NAPA Auto Care napaautocare.comEmail Matt: [email protected]Diagnosing the Aftermarket A - Z YouTube Channel HERE