☐ Do you make your customer greeting pleasant and professional?
☐ Do you remember to smile?
☐ Do you eliminate distractions when conversing?
☐ Are you careful to maintain positive body language when you speak?
☐ Do you make every effort to clearly determine the customer’s issues and concerns?
☐ Do you demonstrate empathy for the customer’s problem?
☐ Do you explain vehicle issues and shop goals in plain language?
☐ Do you introduce the customer to helpful co-workers?
☐ Do you clearly summarize the work that needs to be done?
☐ Do you escort the customer to the waiting area and point out amenities, including the location of the restrooms?
☐ Do you check in periodically with the customer to communicate progress?
☐ Do you go over with the customer all the details of the bill and which work was performed?
☐ Do you immediately handle all the arrangements for any necessary rental or courtesy-vehicle activity?
– Compliments of Jody DeVere, CEO of AskPatty.com. This was originally published in the May/June 2017 issue of AutoInc. magazine.