Every Customer Every Time

Every Customer Every Time

https://www.youtube.com/watch?app=desktop&v=Nmh8E5N2qFI&feature=youtu.be

Greeting:

1.     Walk up to the customer Introduce yourself.

a.     Welcome to Big O Tires, My Name is _____________. What can I do for you?

b.    Shake their hand if it is appropriate.

2.     Get the customer’s name and Use it.

a.     Hi ___________ you have come to the right place

b.    Hi ___________ good to see you again

c.     Write their name down on the VIP Card

3.     The Purpose for the Visit.

a.     No matter why they are here the next step is taking the customer to their car

b.    Don’t ask for the keys at this point.  Ask for the keys after you are outside

c.     Note the reason for the visit on the VIP card

Guest CHECK IN

1.     Ask the Customer to walk to the car with them

a.     Take your VIP Form or DNA Kit with you and fill it out while you are at the car

2.     When walking out to the car note the Plate Number

3.     Ask for the keys (do this out at the car)

a.     ________ I have to get started with the check in process, may I have your keys

4.     Start the Vehicle

a.     Record the mileage

                                               i. If more than 30k miles let the customer know that you will get them a copy of their Recommended Owner’s Manual Maintenance When you get back inside

b.    Check for dash warning lights

                                               i. If a light is on let the customer know that we can take a look at that for them

5.     Let the customer know you are going to take a walk around the vehicle and look at how their tires are doing

6.     Exit the car and move to each tire

7.     Kneel and position yourself where the customer can see the full tread width

a.     Look for wheel locks and ask

b.      

c.     abnormal tire wear mention it to the customer and recommend a complimentary alignment check

d.     If there is not abnormal wear let your customer know that the tires are wearing evenly, and it may be a good idea to get a complimentary alignment check to ensure they keep wearing evenly

e.     Measure the Tread Depth. 3 Places preferred

8.     Let the customer know that there will be a Complementary inspection with more detail when we pull the car into the Bay

9.     Ask the customer if they would like a complimentary alignment check or recommend one based on the tire wear you have measured.

Other things to look at

1.     Do they need and oil change (oil change Sticker

2.     Wiper blades Streaking

3.     Damaged parts

4.     Wheel Locks

5.     OE Tire size

6.     Headlight Restoration

ON THE SALES FLOOR

1. Get new customer information or ask existing customer to update their information

a.     Get their full name, Address, Email Address and Phone Number

2.     Begin the work order or quote. Be clear and complete

a.     Address any concerns they may have mentioned to this point. Check fluids, or a noise etc. put this in the work order.

b.     Get the work order set up with what they originally came in for first.

3.     Enter the vehicle mileage into the correct field.

4.     Print the OMM (1 copy for customer and 1 for tech) go over any additional needed recommendations Made during the VIP (check-in).

a.     Explain some benefits with following the recommended maintenance schedule.

b.     Ask for the sale: if there is additional work recommended from the OMM report ask the customer if they would like to complete any of the recommendations today while they are here.

                                                        i. If they say no,

1.     If they don’t have time offer a ride

a.     Remind them of our free shuttle service or a ride home

2.     If they don’t have money.

a.     offer Big O Credit card

b.     offer secondary financing

3.     If still no, ask to set the appointment for a future date.

                                                      ii. If yes, let them know that you are going to double check part availability and time constraints.

5.     Review the work order with the customer and go through it to make sure you understand what your customer wanted, and they understand what services they are receiving

6.     If you recommend an alignment check Explain the time frame and ask if it is out if they would like to set it. (review the different alignment packages after you have results from the alignment check)

7.     Let the customer know that they will receive a complete multi-point inspection once their car is in one of the bays and that will include a fluid test as well (DNA Kit).

a.     You can show them the DNA Kit that will be performed and what it does for them

8.     Ask if they will be paying with their Big O Credit Card.

a.     If yes, thank them for being a loyal customer

b.     If no let them know that they can get an additional $30 off when they apply for the card today.

                                                        i. If they simply apply, they will get up to $30 off on today’s visit

9.     Let the customer know that you will be in touch with them throughout their visit with us and keep them informed about their car as needed.

10.  REMEMBER: Take care of the customers original needs first!

KEEP CUSTOMERS INFORMED

1.Every Customer should be contacted at lease 4 times during their visit.

1.     Greeting, this is done preferably at the car. If you are not able to greet them at the car you will greet them in the showroom and take them to the car for the check in process.

2.     Talk with your customer. Not every conversation needs to be about the car, you have a great opportunity to get to know your customer while they wait. Find out something about them. The best customers are those you Build a relationship with.

3.     Update on where their car is in the process. This should be done either to let them know their car is being pulled in or an estimated time when it will be in. for example “your car is in next” or “we just pulled your car in”

4.     Presentation of the inspection. If nothing is wrong with the car let them know what was looked at and what is good

5.     (Optional) between the time their inspection has been presented and before their car is finished. Just an update on what we are doing or what we are waiting for. (“we are waiting for parts to arrive then we will finish up”). This should be done every 15-20 minutes as needed

6.     During the Check out. At this point it is time to pay for the work completed

REMEMBER: Your Job is to build relationships; you can’t do this without talking to your customers

PRESENTING THE INSPECTION

1.     Present everything on the inspection, write estimates for everything the inspection found.

2.     When estimating, put it in order, what is most important first with least important last.

a.     What they came in for should be at the very top. It is most important

3.     Let them know what they need then shut up. Let them think/talk it thought

4.     Share the value of them completing the service. Let them know what it does for them.

5.     Give the customers solutions: the first thing the customer naturally does is find reasons they cannot do something they don’t understand or didn’t expect.

a.     Offer a ride if they don’t have time

b.     Offer the Big O Credit card for financial issues

c.     Offer secondary financing if Big O Credit Card is not an option

d.     Set an appointment if we or they cannot get the work done that day.

6.     When possible, take the customer to their car and show them what needs improvement, visuals are important to the customer.

7.     Find reasons or ways to say “yes we can” or “we can do this for you”

8.     When you are going over the results of the inspection, try and go though it in private, at your desk is preferred, some customer may be embarrassed by the condition of their vehicle and may not want other to know.

GUEST CHECK OUT

         This is where our new customers become returning customers. Up to this point we have been servicing our customer but now they decide whether they liked us or not.

1.     Go over their work order with them. Explain what was done to their vehicle and answer any concerns they have.

a.     If we missed something they wanted us to look at we have a final chance to catch it here.

b.     If they purchased tires go over the tire protection plan and warranties.

                                               i. If they did not purchase the TPP this is a good time to better explain it to them. Ask them if they want to change their decision then shut up… let them tell you no.

                                             ii. Explain what is and is not covered in the warranty. Example vehicle not aligned.

c.     If they purchased wheels, let them know to come back in 100 miles to have them re-torqued

d.     If they purchased the alignment you have a second chance to up sale to one of the packages.

2.     Ask the customer if they will be paying with their Big O Credit card.

a.     Tell them they can save 5% on future services and tires.

b.     If no, offer them $30 off todays visit if they apply today

3.     If the customer is happy with our service, ask them for a positive review.

a.     When you collected their email address, they will receive a survey, if they give you a 4 star or 5 stars review, they will be asked to place their review on Google or Yelp. Encourage them to do so.

b.     Let your customer know that a portion of your performance is based on these reviews.

c.      ASK FOR THE REVIEW

4.     If the customer is unsatisfied or unhappy with our work, don’t wait for the customer to say anything. If you feel they are unhappy apologize as if it was your fault no matter what happened and offer to fix it. If you feel they waited too long and seem frustrated, make it right.

a.     Every salesperson has up to $150 to fix an issue without approval from management or owners. Over $150 need approval from management

b.     If there doesn’t seem to be a solution for the customer get your manager. They may be able to help resolve the issue.

5.     Before the customer leave. Tell them, “If there is any problem, please let me know so I can make sure it gets fixed”

a.     This will open the door for future communication. If an issue arises, they will call us before they take it somewhere else or worse complain to friends, family and social media.

6.     Lastly, thank them for their business and give them your business card. Without them we are out of a job and out of business.

But Wait! We are not Finished!

Customer Follow up calls should be made daily during an associates down time.

         Calls should be made to all customers 1 week after a visit and 30 days later for all customers that we prepared a sub estimate for.

For Example if today is Saturday January 6th.

·      We would call everyone who visited the store last Saturday, in this example it was Saturday December 30th

·      We would also call Everyone we prepared a sub-estimate for the 6th of last month or the 6th December in this case.

See Customer Follow up for more