Too often, service advisors treat the write-up process as just another transaction. Big mistake. If you want to boost revenue, retain customers, and build long-term trust, relationships must come first.

In this episode, I break down how to turn every customer interaction into a lasting relationship—starting from the moment they pull into the service drive.

I go over:

✅ Why eye contact, body language, and tone set the stage for success
✅ How to ask the right questions to uncover more opportunities
✅ The power of analogies—helping customers truly understand their vehicle's needs
✅ Small but impactful ways to make customers feel like VIPs
✅ The difference between basic connection and going the extra mile
✅ How to serve up solutions like you're helping a friend—not just selling work

I also share insights from recent conversations with top service advisors, revealing what really works in building customer trust and increasing approvals.

If you're in hunter mode like me, you know nothing should be left on the table. Get ready to level up your write-up game and make every service drive interaction count!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t | Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803 Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!

Join us in an enlightening conversation as we sit down with Chris Sutton, Vice President Retail at JD Power and Associates, to unravel insights from their comprehensive study involving 35,000 car buyers. Delve into the dynamics of the automotive industry, where constraints and high prices challenge buyers, yet improvements in the overall consumer experience continue to shine through.

Despite service appointment delays and the absence of loaners, consumers have reported incremental enhancements in their service interactions, showcasing a resilient and evolving landscape. The heart of positive sales and service experiences lies in the personal connections forged with salespeople and advisors, emphasizing the pivotal role of human touch in delivering a friendly and memorable customer journey.

In the quest to foster customer loyalty, retailers are recognizing the significance of building lasting relationships through meaningful interactions. Chris sheds light on the transformative impact of video inspections and MPI (Multi-Point Inspections) in building trust and confidence among customers, essential elements that drive business growth and enhance customer loyalty.

With over 30 years of industry benchmarking expertise, JD Power and Associates unveil key consumer preferences in dealership experiences, shedding light on the evolving landscape of digital retailing. While online transactions have gained traction, a significant percentage of customers still prefer a blend of online and in-store experiences, especially in the realm of EV (Electric Vehicle) purchases.

As customer expectations continue to rise, retailers are urged to streamline processes and reduce wait times to meet evolving demands. Discover how the automotive industry is adapting to the changing landscape of consumer preferences and digital advancements to enhance business performance and customer loyalty.

Tune in to gain valuable insights into consumer expectations, digital retailing trends, and the future of dealership experiences from the industry expert, Chris Sutton.

Dealer Talk with Jen Suzuki Podcast |Jennifer@edealersolution.com | 800-625-1590 | edealersolutions.com

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

This quick hit episode is incredibly important for every Service Team! Ready to boost your service department's success?! Let's gooooo!

In this quick class, I lock in on the often-overlooked 'Risk & Reward' equation in the service sales process. Many Service Advisors hesitate to fully explain the risks of delaying necessary work, leading to missed opportunities and customer misunderstandings. We'll explore how presenting both the risks and rewards transparently can transform hesitant customers into loyal advocates who toss you their keys with confidence.

Join me as I share real-world examples and strategies to help General Managers and leaders coach their teams effectively, boosting revenue and fostering trust. Discover how a simple shift in communication can lead to higher approval rates and a thriving dealership culture.

This episode offers insights to elevate your sales presentations and ensure customers understand the true value of timely service. Tune in and learn how to make 'Risk & Reward' work for you and your team!

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 https://spoti.fi/3uQ2nd1 | Jennifer@edealersolution.com | 954-873-8029 | edealersolutions.com | Meet me! bit.ly/3J7011t |
Loyalty-Based Selling Strategies on CBT News | https://bit.ly/3JlcXAx

🔥Check out our sponsors!🔥

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability. NADA Show Booth #803
Autosled.com is the next-generation automotive transportation logistics platform and marketplace.

CallRevu.com is the leading automotive communications intelligence platform, offering call monitoring and call analysis, with technology optimized for sales, service (fixed ops) and marketing.

ActivEngage.com messaging seamlessly integrates into your dealership operations to attract, engage and convert more online shoppers with live people 24/7!