you can do it in a way that makes your clients grateful.
by ed mendlowitz
call me before you do anything: the art of accounting
my car had a recall notice and i had to bring it in.
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when i made the appointment, i was told to call the afternoon before to make sure they had the part in stock. annoying, but i did and i was told they had it for me.
when i brought it in, i was told i got the last part and they were calling other people with appointments to reschedule. i felt great that they had the part. what started out as an annoyance became a positive experience because of the way it was presented to me.
when the service ticket was being written up, my records were checked and i was told that i needed an 18-month checkup and because it was in the shop, they could also do that and save me another trip, which i agreed to. when they finished, they made an appointment for me to bring the car back in six months for the next scheduled servicing.
great upselling! what started out as a freebie for me (the manufacturer paid for the recall) became a sale opportunity for the dealer – and reduced inconvenience for me because i was saving a trip. and i no longer had to remember to call to get my car serviced because i now had the next appointment set and was told i would get an email notification two weeks beforehand.
question: do you act the way they did with your clients? do you let them know what they need, and when? do you make them feel good? do you upsell? you should!