For example, a customer expresses concern that they don't have time for all the recommended work. A service advisor can say, " I understand. But I know you want your vehicle to be safe and these repairs are necessary. Would you allow us to make this easier for you and give you a loaner vehicle? We can also drop off your vehicle at your home when the repairs are complete. " CLOSING THE RO Give options not obligations when it comes to closing the RO. The percentage of people who want to communicate via text is growing. They will appreciate a link to the repair report, the ability to sign and pay digitally, and an electronic receipt. Others will want to speak with your advisor about the details and pay in person. The options need to be there to meet the preferences of individual customers and to create great customer experiences. The harsh reality is that today's customers demand great customer service. And they won't patiently wait around for you to get your act together. By investing in the right technology and training staff on best practices you can make every customer touchpoint fantastic and earn more ongoing service business. Lawson Owen is the founder and CEO of Proactive Dealer Solutions, The BDC Experts, based in Charlotte, N.C. The international firm has worked with more than 3,000 automotive retailers across North America and is credited with developing the BDC concept for retailers more than 25 years ago. 40