You may have done the most amazing repair at the most reasonable price, but if the customer perceives that they were overcharged or there’s some other misunderstanding, then their perception is not going to be a positive one.
The Preventative Maintenance Inspection (PMI) provides another opportunity for increased sales and lets your customers know that you have inspected their vehicle and provided them with the information they need to keep their vehicles safe and dependable. The hardest part of initiating a PMI is getting everyone on board.
How you answer the phone is extremely important especially to a customer that has just experienced a vehicle failure. Bruce provides some great guidelines on how to answer the phone.
Lessons learned: follow your own rules; they are there for a reason.