Every single time you go to the Doctor’s office, it happens.
They take your “vitals”
They check your pulse, your temperature, your blood pressure and they weigh you.
Your vitals are an indication of how your body is doing “health-wise”.
If any of the “vitals” are outside of the normal parameters, it may be an indication that your body is not as healthy as it could be.
AND….if your body is not as healthy as it could be, the Doctor then diagnoses and prescribes a process to get your body better!
So when a Service Advisor does a multi-point inspection of a vehicle that comes into the service lane, aren’t we getting that vehicle’s “vitals”??
All too often a Service Advisor misses the chance to build trust and rapport with the customer by NOT doing a complete walk-around of the vehicle and taking its vitals!
So let’s get the customer involved in taking the “vitals” of their vehicle so that the customer can understand what is going on with the health of the vehicle.
This entire process, if done correctly, will only take a grand total of 4 minutes!
Start off by having the customer step outside of the vehicle and move to the front of the vehicle. The Service Advisor then gets inside of the vehicle. Explain to the customer you would like them to check ALL of the lights on the vehicle, starting in the front. Then have the customer check their own, headlights, high and low beams, the signal lights and the emergency flashers.
Then have the customer step to the rear of the vehicle and have them check their own brake lights, tail lights, signal lights, the back up lights and emergency flashers.
AND….. beep the horn to make sure it is working correctly!
Get the customer interactive in checking both the tire tread depth and tire pressure of their vehicle. Explain to the customer that a “new“ tire has 10/32’ of tread depth. Let the customer measure the tread depth and the air pressure of their own vehicle!
Show the customer that their tires are either “wearing” perfectly or they are wearing unevenly. Explain to them that at 2/32’ the tire is “legally” worn-out.
Explain to the customer that properly inflated air pressure in a tire is the BEST way to avoid an accident and is best for the longevity of their tires.
Now let’s move under the hood.
Get the customer involved in checking the strength of the battery. With a good battery tester, you can show the customer right then and there how well their battery is performing. You can show the customer how much “life” the battery has or the possibility that it may need replacing.
Check ALL of the fluid levels of the vehicle. Show the customer where ALL of the different “dip-sticks” are. Make sure you get the customer involved in looking at these fluid levels.
Top off the windshield washer fluid while you have the hood open! It takes but a few seconds!
Then walk around the vehicle with the customer to note any existing damage that may be on the vehicle.
You now have taken the “vitals” of the vehicle in the service lane!
Are any of these vitals outside the normal parameters?
It may be an indication that the vehicle is not as healthy as it should be!
And if the vehicle is not as healthy as it should be, aren’t you the “Doctor”??...... And aren’t you going to diagnose and prescribe a process to get the vehicle better??
The customer has seen with their own eyes that they might have a light out on the vehicle.
They have measured the tire tread depth and air pressure themselves so that they know that the tires may be wearing unevenly, so they may need an “alignment” or possibly new tires.
They have watched you perform a battery check so they know that with a new season coming; they may need a new battery.
They have watched you check all of the fluid levels so that they have piece of mind that these levels are correct.
By taking the 4 minutes to go through the vehicles “vitals” with your customer, it will give the customer confidence that you are going to correctly go through the rest of the vehicle and prescribe the proper diagnosis for the vehicles ills.
This process delivers open and transparent measurements so that you instantly build value, rapport and trust.
AND…..what if the vehicles “vital” are perfect?
Well…..we ALL like to have good news when we go to the Doctor!!!!
About the Author: From a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.
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