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In this episode, Michael Doherty shares practical advice for service advisors on how to approach new customer calls as if they’re already doing business together. Michael highlights the importance of making every interaction about building relationships and trust, starting with a warm, confident greeting. He also emphasizes using language that sets your shop apart—like saying you “specialize” in certain services—to help prospects feel valued and understood. 

00:00 Client-Centric Automotive Engagement

03:09 Building Trust Through Personal Connection

06:12 Customer Experience in Auto Repairs

11:13 "Building Customer Relationships"

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