To get a customer to reconsider recommended repairs they rejected, try building a relationship instead of employing aggressive sales tactics, says Lee Harkins, CEO of fixed ops training company M5 Management Services. Earn the customer's trust; don't manipulate or pressure them.
Service advisers should be positioning themselves "for that next visit and that next opportunity, not drive them away," Harkins says.
"Let's put service back into it where we bombard the customer with extra perceived value — factory-trained technicians, factory parts, good prices — where the most logical answer when we ask them to spend that $800 is going to be 'yes.' "