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By Gregg Manson 

If advisors could read service customers minds, time would be saved, customers’ needs more accurately addressed, and service sales, CSI and retention would all improve. 

Advisors who read minds know that every customer pulling into the drive has on his or her mind that day: 

  1. What do I need or what is wrong with my car?
  2. How much is it going to cost?
  3. When can I get my car back? 

Ability to address these questions in meaningful ways is vital if advisors are to contribute to meaningful service-to-service and service-to-sales retention gains. They will better be able to read customers’ unspoken needs and respond appropriately where the dealership: 

  • Promotes advisor recommendations that match service and maintenance recommendations to the owner’s manual. Customers trust their manual and their vehicle’s diagnostic codes.
  • Follows a consistent price schedule and strategy with every customer and enforces their use, and publishes the schedule so it is accessible online and in the drive.
  • Commits to service follow-up and delivery times, and always calls the customer if outcomes will be different.

Today’s consumer culture is pressing for dealership service efficiency. Re-orientation to consumers’ all-important core concerns is a good first step toward meeting basic service expectations. The next step is to consider the use of new processes and technologies to deliver the control, convenience and efficiency today’s consumers demand. 

The views expressed above are mine and not necessarily those shared by Xtime, Inc. 

Gregg Manson is Vice President, Field Services, for Xtime, the leading retention solution for the automotive service industry. He previously was Vice President of Fixed Operations for five years for AutoNation, responsible for 220 stores. He spent a total of 16 years with AutoNation. He can be reached at or via


Views: 297

Tags: Xtime, advisors, customer, dealer, drive, retention, service, services, writers


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