Thanks to our sponsor WorldPac and the WorldPac Training Institute (WTI)! TOUCH HERE for the latest in auto parts distribution and HERE to explore training programs that can take your career to the next level.

In this episode, Michael Doherty talks about how to turn transactional phone calls into valuable opportunities for customer connection. Michael emphasizes the importance of showing empathy when prospects call with concerns, like a broken AC during a heat wave. He also emphasizes the importance of asking qualifying questions to fully understand the customer's issue, rather than immediately providing price quotes. Finally, Michael emphasizes the importance of setting clear expectations about the diagnostic process, ensuring customers understand what they're getting for their money, and building trust from the very first call.

00:00 Phone Call: AC Recharge Inquiry

03:54 "Empathy in Customer Service Calls"

07:24 Effective Communication in Vehicle Troubleshooting

09:57 Manage Customer Expectations on HVAC Issues

13:22 Building Customer Confidence in Service

Stay connected with us on social media:

• Facebook: AutoFix Auto Shop Coaching
• YouTube: AutoFix Auto Shop Coaching Channel
• Twitter: @AutoFixCoaching

Don't forget to tune into The Weekly Blitz with Chris Cotton on your favorite podcast platform for more tips and tricks on managing your auto repair shop. If you're interested in auto shop coaching or our NEW service advisor coaching program, TOUCH HERE!

If you have any suggestions or would like to be a guest on the AutoFix AdvisorCast, please email us at [email protected]. We look forward to connecting with you!