A quick reminder of what the data tells us:
when customers experience the right steps during their visit, the average invoice can increase by over $200 — and that number climbs even higher as more steps are completed. Consistency isn’t just good service… it directly drives performance.
Let’s anchor ourselves on a few Customer Absolutes today.
Greet every customer quickly — ideally at the vehicle — and complete a quality VIP. That first impression sets the tone for trust and professionalism. Then,
Explain that every visit includes a multi-point inspection, complete it before primary work begins, and review the findings with the customer. Those three behaviors alone have been shown to significantly lift the average invoice while strengthening the relationship.
Finally, confidently offer options, explain the work and warranty, present the Big O Card as an easy way to pay, and always thank the customer for choosing us. This is how we protect gross profit while delivering an experience that keeps customers coming back.