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In today's episode, Michael Doherty dives into the art of reading customers’ nonverbal cues and matching their communication styles at the front counter. He highlights how noticing body language, energy levels, and first impressions can help service advisors build trust faster and improve approval rates on recommended work. Michael also breaks down different customer personality types—from the analytical to the expressive—and offers practical tips on adapting interactions to each style.

00:00 Understanding Customer Body Language

04:53 Understanding Customer Concerns

07:10 "Trunk Bag Check Ritual"

10:50 "Adapting to Customer Styles"

15:14 Adapting to Client Personalities

19:40 Mirroring Body Language for Clients

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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!

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