Fixed Ops Magazine - 2021 Vol18 06 - 27

1. FIRST IMPRESSION
You only get one chance to make a first impression.
Robert Greene, the author of the 48 Laws of Power says,
" People judge on appearance. They don't take the time
to figure out the real person, they look at what you're
projecting, what you're wearing, your body language,
and listen to your tonality. " Service Advisors need to be
aware of all of this and they have to
craft it. Technically they are like actors.
They need to adapt and meet
each customer's expectations. The
Service Advisors need to appear
sharp, appear knowledgeable, and
appear happy. First impressions are
critical.
By now you have realised that everything rises and falls
on the first impression. I can not stress that enough. To
achieve desired Profitability, Customer Satisfaction and
Retention, it is essential that the first 4 to 30 seconds
of the customer meet and greet are crafted and refined
with the outcome being a feeling of trust. Remember,
trust is a feeling. Trust is fluid. Therefore, by definition it
can go up and down. It can also be broken. When that
happens you can kiss sales, customer satisfaction, and
customer retention goodbye. Although Service Advisors
can not control the customer's perception of them every
time, what they can control is what they are projecting.
Mastering the projection of words, body language and
tonality by ensuring that they are appearing competent,
helpful, caring, and empathic in what they say and how
they say it is the solution.
First
impressions
are critical.
Here are some examples of how to do
this more effectively:
NOVEMBER DECEMBER 2021
|| FIXED OPS MAGAZINE
27

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Fixed Ops Magazine - 2021 Vol18 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 06

Fixed Ops Magazine - 2021 Vol18 06 - 1
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