Selling doesn’t have to be hard. It all comes down to communicating with customers.
Most people treat business like it’s a dirty word. They shouldn’t. Even doctors are in business!
It all comes down to communication and building trust, which are two things my doctor does right.
Let’s face it. Hospitals and doctor offices can be awkward places. Weighing yourself in front of a nurse. Answering questions that make you blush. Getting thermometers stuck down your throat while you say AHHHHHH.
Don’t even get me started on those gowns that show too much of your backside. How are we smart enough to make self driving cars, yet we can’t even design a less embarrassing hospital gown? Some things make you wonder.
The worst part is the waiting. First, you’re stuck in a lobby full of sick people, paranoid that you might catch something. Then you get moved to a room all by yourself, with nothing but your thoughts to entertain you (hopefully they have wi-fi!).
Finally, a nurse checks on you. You might have to do all that awkward stuff I mentioned. Ready to go home yet? Sorry, you can’t. Now you have to wait for the doctor to provide a diagnosis. Ugh! Here are three things my doctor does to make me feel better.
1. She listens before she speaks.
There are several ways to treat most medical conditions. The “best” treatment depends on a person’s circumstances. My doctor asks lots of questions before she prescribes anything. This helps her find a solution that fits my needs, budget, and lifestyle. Auto repair is no different.
2. She knocks before she enters the room.
People do strange things when they get bored. Twiddle your thumbs. Stalk your ex on Facebook. Or maybe you just get really sleepy. That’s why my doctor provides a courtesy knock. That gives me enough time to wipe the drool off my face (or put that replica of a human heart back on the shelf) before she walks inside.
3. She educates me before she lets me leave.
My doctor values my health and safety. First, she explains the diagnosis. Next, she asks me to repeat that information in my own words. Finally, she gives me a hand-out to take home. You should make this a policy at your auto repair shop too. Drivers won’t remember everything you said. Provide a printout that summarizes the most important details (like basic actions they can take at home to prevent expensive repairs).
What does this have to do with running an auto shop?
The auto industry could learn a lot from my doctor. Respect people’s privacy. Listen before you speak. Make sure people understand why a repair is beneficial.
If you know any mechanics or business owners who want to be better at communicating with customers, please share. They will appreciate the thought. Thanks! 🙂
These principles can be applied to improve customer service in any business. Is your auto shop ready and willing to commit to higher service standards? If so, click here to join Women Auto Know (it’s fast and easy).