How Service Advisors Can Get Customers to Accept Recommendations

As an automotive service advisor, your primary goal is to provide customers with the best possible care for their vehicles. A key part of this is making thoughtful recommendations that address both immediate needs and long-term maintenance. However, getting customers to accept your recommendations can be a challenge.

The secret to success lies in "setting customers up for the best chance of accepting your recommendations." This strategic approach involves being proactive, using effective communication techniques, and building strong relationships with your customers. By following these steps, you can dramatically increase the likelihood of customers following through on your advice.

1. Uncover Customer Intentions for Vehicle Longevity The first step is to understand your customers' goals for their vehicles. Are they planning to keep the car for several more years or are they looking for a more short-term solution? This knowledge allows you to tailor your recommendations accordingly.

Ask open-ended questions like:

• "How long do you plan to keep your car?"

• "Are you looking to get as many miles as possible out of this vehicle?"

• "Have you considered your car's future needs as it gets older?"

Framing your recommendations in the context of the customer's priorities will make them more receptive.

2. Conduct a Thorough Multi-Point Inspection (MPI) A proactive, systematic approach is key to setting customers up for success. Perform a comprehensive MPI to identify any potential issues before they become major problems. This not only demonstrates your expertise but also prepares the customer for your recommendations.

Before the inspection, let the customer know: "We'll be doing a thorough inspection of your vehicle today. This will allow us to catch any potential issues early and help you plan for upcoming maintenance based on your actual needs."

3. Use Assumptive Language to Guide the Customer When presenting your recommendations, use assumptive language to gently guide the customer toward accepting your advice. Instead of asking, "Would you like to replace your brake pads?", say:

"Your brake pads are nearing the end of their lifespan, so we recommend replacing them now to prevent more costly repairs down the road."

This creates a sense of inevitability around the service, making the customer more likely to follow through.

4. Build Rapport Through Emotional Deposits Fostering trust and rapport with your customers is crucial. Make "emotional deposits" by actively listening, offering personalized recommendations, remembering past conversations, and providing positive reinforcement. When customers feel valued and understood, they're more inclined to accept your expertise.

5. Invoke the Law of Reciprocity The law of reciprocity states that people feel obligated to return a favor. Provide value to customers upfront, such as free services or educational advice, and they'll be more likely to accept your recommendations in return.

6. Reinforce the Customer's Decision Once the customer agrees to your recommendations, reinforce their decision by emphasizing the long-term benefits. This helps them feel confident in their choice and more likely to return for future services.

By following these steps, you'll set your customers up for the best chance of accepting your recommendations. This not only benefits the customer but also strengthens your relationships and ultimately, the success of your dealership.