The day started innocently enough, just like any other day. I got to the shop around 8 a.m. and one of my service advisers was on the phone with a client.
I always like to listen in and critique my advisers performance as I feel this would only improve how we communicate with our clients.
Isaac, our service adviser was asked by the other person on the phone to provide a free quote for the replacement of the front crank seal on his Subaru Forester.
Client, How much to replace the front crankshaft seal on my 2008 Subaru Forester?
the obvious thing here is WHY ON EARTH ARE YOU GIVING A QUOTE OVER THE PHONE?.
Well, there is a new reality, go back 10 years ago and we used to take one of those calls once every other week. Back then, we could take the time to educated the consumer and let them know about the added value we bring to the table, our training, our attention to detail, etc. And also why they are better off doing business with us than they would be at another place.Today we get those calls easily 10 times a day. Frankly, we don't always have the time to go through the educational process. Sometimes is just easier to give them what they think they want.
After getting the information on the year, make and model (2008 Subaru Forester), Isaac gave the caller a price to get the job completed.
Client, Is that where the oil leak is coming from?
(mind you, this is an over the phone quote on a vehicle we didn't inspect nor have never seen)
Isaac, Sir, you asked me for a price on the replacement of the front crank seal on your Subaru, I have never seen your vehicle so I don't know where the leak is. We'll be happy to inspect it for you and corroborate the diagnosis if necessary.
Client, Right! all you want is to get the car into your shop so once there I won't have a choice right?
Isaac, No sir, we would like to give you the answer with no strings attached. Fact is, we would bring the vehicle up in the air, remove whatever is necessary to properly identify the leak and give you the answer. Just to make it clear, I'm going to decline any paying work on your vehicle so you won't think there is any conflict of interest. My goal it to restore your trust in humanity, that's all!
In the end, the client couldn't believe someone would go that far to help him with no strings attached. Didn't bring his Subaru for us to check the oil leak and I'm sure, kept calling other places with the same question.
#subaru,#oilleaks#repairquote#freequote
