14d • General discussion
Good morning
For all the Service advisors out there.
One of my new members shared something that every service advisor in a dealership faces every single day — rising costs. Parts are up. Oil is up. Labor rates are up. And customers feel it every time they pick up their vehicle.
Here is the truth nobody tells you about how to handle this.
You cannot control the cost. But you can control the value.
When a customer pushes back on a bill — and they will — your job is not to apologize for the price. Your job is to reinforce the value of what they received. The expertise of the technician who worked on their vehicle. The quality of the parts that went into it. The warranty that backs the repair. The peace of mind that comes with knowing it was done right.
A customer who understands what they paid for is a completely different customer than one who just sees a number.
Your job is to make sure they always understand what they paid for — before the work begins, not after.
That conversation starts at the write up. Set the expectation. Own the value. Never apologize for doing the job right.
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Good morning
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