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Should We Encourage New Customers to Wait? [E076]
Thank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound
Watch Full Video Episode
In Our Episode Today
If you're like most service advisors, you get uncomfortable when a first-time customer wants to wait. I get it - the pressure, the packed schedule, the preference for phone control. But that discomfort is costing you something massive: the chance to turn a visitor into a client for life.
I'm going to share why proximity matters more than you think. You'll hear about transmission pans, cramped offices, and why some of my best client relationships started with a five-mile drive. I'll explain what I was taught early on about separating customers from their vehicles to create urgency - and why those shortcuts only create transactions, not loyalty.
You'll learn what waiting should actually accomplish in those first 30-60 minutes, why shops spend thousands on waiting rooms but miss the entire point, and the operational reality you need to face if you want this to work.
Most importantly, you'll understand why our relationship was too often with the car when it should have been with the person.
Sincerely,
Craig O'Neill
Word of the Day: Proximity Noun. Nearness in space, time, or relationship. When a client is physically present at your facility, you have something you can't get over the phone - the ability to build a relationship through shared experience.
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound
The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
Contact Information
- Email Craig O'Neill: [email protected]
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
View all episodes
By Craig O'NeillThank You To Our Partners The Institute, AutoFlow, Shop Dog Marketing, In-Bound
Watch Full Video Episode
In Our Episode Today
If you're like most service advisors, you get uncomfortable when a first-time customer wants to wait. I get it - the pressure, the packed schedule, the preference for phone control. But that discomfort is costing you something massive: the chance to turn a visitor into a client for life.
I'm going to share why proximity matters more than you think. You'll hear about transmission pans, cramped offices, and why some of my best client relationships started with a five-mile drive. I'll explain what I was taught early on about separating customers from their vehicles to create urgency - and why those shortcuts only create transactions, not loyalty.
You'll learn what waiting should actually accomplish in those first 30-60 minutes, why shops spend thousands on waiting rooms but miss the entire point, and the operational reality you need to face if you want this to work.
Most importantly, you'll understand why our relationship was too often with the car when it should have been with the person.
Sincerely,
Craig O'Neill
Word of the Day: Proximity Noun. Nearness in space, time, or relationship. When a client is physically present at your facility, you have something you can't get over the phone - the ability to build a relationship through shared experience.
Thank You To Our Partners The Institute, AutoFlow, AutoLeap, Shop Dog Marketing, In-Bound
The Institute at WeAreTheInstitute.com. "Stop stressing over your business, you deserve a good night's sleep. The Institute’s coaching helps you achieve success and financial peace.
AutoFlow at AutoFlow.com. Your partner in technology, Autoflow consolidates your client interactions - before, during and after the visit to a single thread. Learn more at Autoflow.com
Shop Dog Marketing at Shop Dog Marketing.com. "Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings.
In-Bound at CallInBound.com. Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound.
Contact Information
- Email Craig O'Neill: [email protected]
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Aftermarket Radio Network: https://aftermarketradionetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/