This is the third instalment of our discussions round aftersales with Darren Bedford and Colin McAllister.
Are your service advisors struggling with upselling? Sometimes it’s not what we say but how we say it. How facts are presented to the customer can make all the difference. From what the Tech says in the VHC video to how that is followed up by the advisor.
After listening to this episode, you will have some ideas to put in place in your department, or role, that will build you or your team’s confidence when talking to customers about recommended work.
Here are the highlights:
{01:25} Get into the workshop
{06:50} Pictures create a thousand words
{10:42} Promise me
{13:37} SWOP
{17:35} Expert recommended work
{27:25} Plan your day
About Symco Training:
Symco Training was founded in 2000 by Simon Bowkett and it was his belief that the business had to offer its clients something different. That difference was clear to Simon from his days in the dealership when he experienced many sales trainers who had all the answers, but were unable, unwilling or both to actually show the delegate how they could be implemented. It remains the ethos of the business today. You see, Symco only employ trainers that are committed to delivering not only in spiring and insightful training, but are equally as happy to demonstrate these skills and techniques with real customers in your own showroom. We believe in order for sales training to be effective and in Simon’s words ‘real world’, it needs to be tried and tested in the only place it matters the showroom floor. There is no room for theory when your goals are for your team to sell more cars, hours or parts and retain more profit. In dealerships around the world the focus applied by many of the sales executives is to try and sell a deal. Symco specialise in getting your teams to focus on selling themselves, the product and then supporting this with the deal.
To find out more visit
www.symcotraining.co.uk
Welcome to the Selling in the Motor Trade Podcast, an association with Symco Training. This is the weekly podcast where we share best practice tips and ideas on how to sell more cards, improve your service department and generally put more profit into your dealership or dealer group. I'm your host, Simon Bowkett. As some of you probably worry, know me as skipping. I will start with saying thank you for taking the time to listen to this podcast. Welcome back. Listen, you know, last time we were talking about the tips and ideas in service department. I'm joined again with Colin McAllister from the John Clark Motor Group and also Darren Bedford, our sales director at Symco Training. Welcome back, gentlemen. So many times I get brand new service advisors that hopefully understand what brake fluid is. I'm going to ask you, Scott, what does that mean? And when you actually tell them to get the mind pictures of the cordial that you're talking about, Darren, and all that sort of stuff there. And one thing, no air conditioning service. Why should we be serviced? And what that? I mean, two weeks ago, I had a lady been a service advisor for 20 years. I never fully understood how air conditioning works. I didn't realize that the gas carries the oil to lubricate the compressor. Actually, the gas leaks out. But they're those knowledge. So brand new service advisors, urge the service managers, get them into the workshop, get the technicians, let them see the pollen filter, go behind the glove box, take it out and see how filthy it is. Let them see that that's the air conditioning, that's the compressor. That's the thing that's the most expensive part. Talk to us about the mind pictures on your cordial with the brake fluid, Darren. I love that. Yeah, it's just, I mean, again, it's looking for those things that pictorial people think about images and it just makes it an easy explanation. And when you talk about brake fluid, even to some service advisors, to be fair, some of the service advisors that are doing the role now don't necessarily have that interest that we talked about, maybe in particularly in cars, they've just got a very good way about customers and have found a job that they enjoy and like to do. So I've even bumped into some of the services that don't drive. So you've obviously got to be a slight disadvantage there in terms of an interest level. But where you can create a picture, it just helps kind of put it into perspective. And again, getting people into the workshop to see the operation also helps with the efficiency sides of things because if they can see how the operations are done, they understand the importance of getting that authority through quickly and all the rest of it. But the cordial one is basically like, we probably all did years ago, we'd have a mug of cordial, drink some of it, and then it put a little bit more water in it to make it go a bit further and it's all of a sudden diluted. It's got nothing like the taste once you've done that. And the colour's gone opaque almost. And it's a good example of the same sort of thing with brake fluid, you know, in terms of it just takes the potency out of the brake fluid. It's one of those things. I use the same way liquid soap, a lot of people, we come at the end of liquid soap, they top it up with water. Yeah. And it's just rubbish. It just runs off your hand and you lay water. And the brake fluid is the same. It's naturally doing that. It's naturally absorbing the water from the atmosphere. You know, for the sake of it, it goes into the system. And that's just a simple one I do because you're drinking juices, I can't, I've heard you say that one before as well, but I've just always used the liquid soap. You know, people that just go, I just told this up here. I mean, that's because I'm Scottish and lots of Scottish people are tight, you know. So let's talk about something. I love you. Let's talk about some of the objection handling. Okay. So you've got the vehicle health check in nice and early. You've got a technician that's done the video. Oh, sorry. We didn't talk about this. Both of you, I'm sure you've seen this at some point where there's a whole lot of videos getting sent out at the end of the day. You tell a great story. A while back to be fair and a particular Audi dealership, okay, and someone's just sending out all these videos at four o'clock. And Darren said, well, what are you doing? So I'll go get all these videos out. We go to a video on every car nowadays, but the customer gone, the upsell had happened. Who were we kidding on that one? Absolutely. Head office. That's who you're getting. Head office. Head office. No, just to report the next morning. And it just goes to show that from my perspective, the amount of effort that goes into usurping the system, you kind of go, actually, if you made it work with the system, you get so much more out of it. Yeah, you would. So let's talk about you've done it the right way. So the technician's done the video, okay, the service advisor's putting the call in. And invariably the customer says, no, I'll leave it. I don't want that done, okay? And Colin, I'll throw this at you to start with, okay? You're trying to convince me that the air conditioning needs to be serviced. And I say, you know what, Colin, leave it hardly use it anyway. It's Scotland. I mean, you're not seeing the temperature out there hardly use it. How would you train your service advisor to deal with that objection? Well, I mean, they're not using it. One's an absolute cracker because, you know, the whole problem with the system is caused by the not using using it. It's the thing that's going to lubricate it and keep it sealed. Now, we're pretty lucky in Aberdeen because this is a really easy example to use up here because of the way that the employment is. So people work offshore, so they're offshore for three weeks to come back on shore, use a vehicle for three weeks. Now, what happens in the three weeks of offshore is the tires let air out because they're being used because rubber allows gas through. So when you say, you know, when you come back on shore and you've got, you've got to pop your tiles up because they're going to be a bit flat, that's exactly what's happening in the air conditioning gas. Now, the problem with the air conditioning gas is that it's going to take all of the lubricant round the system, which lubricates the seams to stop the gas escaping and lubricates the compressor and keeps the whole thing running. So if you're not servicing that and using that, that's actually worse than using it all the time. So it's just in Scotland, but you actually need to access them at work because if it's no oil, you're going to second, you do need it on a fake daylight today with its sunny, that's what you're actually going to knock in your compressor up. Oh, sorry. I'll just start you there. I'll go. So it's sunny in Scotland today. It's sunny. It's pouring the frame here. Absolutely pouring. That's got to be a change around. Yeah, I'm getting on my way back when you get long last. Thank you. So that one, yes, you can use the fuel-felt phone model, but I always think if you've got a comparable story that that customer's going to have experienced, like the cordial story, like the soap story, those are powerful because people as Dan said, they think pictorially, so they go in the recollection and they go, yeah, absolutely. Come back on show, my tinners are sitting flat. We did that thing post-COVID when we were coming out a lockdown, we'd be emailing our customers, saying here's the 10 things to do to your car before you start using it. If you've been sitting in your driveway since beginning the lockdown, then pump up your tiles, do this, and just giving them a list of things to do so they didn't start drying the round on flat tiles and get a blowout. So that's a relatively simple one for us is that message of if you've not used it, that's actually more of a problem than using it. I want to go into that mind picture again, if I can here for a second. We actually love the hey Mr. or Mr. Customer, it's kind of like your boiler at home, yet troubles with your boiler, not in the middle of winter where you're using it day in day out, you get troubles with it right after the summer where it's been dormant for six months, you switch on and that's the issue. That's the same thing with the air conditioning. It's the inactivity causes the issues, not the activity. Because you see if the seals will dry up, the seals, there's nothing to stop the gas from leaking out and the gas that carries the oil to lubricate the compressor. Then the phrase I love their colon is I think what you really ask me. I think what you really ask me is your air conditioning going to be okay until this time, next year when you service your car again. I would like to say that. I'd hate to think in 12 months time, we're asking for a lot more money. It's raised the compressor as opposed to 189 to service air conditioning. Isn't it worth spending a little bit now? I suppose a lot later. Now I know Darren, again with objection handling, what's when your best objection handling for someone listening to this? I think he stole it and you feel felt there. But then explain it though. It's one of those. It's been around for ages, but it's been around for ages because it works. For a good reason. And if you're new to objection handling, I love it as well because there are different techniques but you're not doing it all the time. So sometimes that objection comes at you. You need to be able to get that straight back out to somebody. So there's one that we've also covered in the past is a lot of my customers said that. But if that's the one that you have as you go to and somebody says that's expensive and you go, a lot of my customers said that it's not going to work for you. You'd be sick that would you? Yeah. So what we look at here is using feel felt found because it basically works in pretty much every single circumstance and it works by first of all empathizing with a customer. Hey, listen, I understand how you feel. I had a customer who felt exactly the same way. So you put them in the, you know, this isn't a silly question. This is a sensible question. Other people have thought the same thing. That was until they found and then you go on to make your explanation. So if it was that air conditioning service and it was too expensive, hey, listen, Mr. customer, I understand how you feel. I had a customer who felt exactly the same way, but that was because they believe that it was just being topped up. We don't do that here. What we do is we flush out all of the gas. We put the new gas into the system and fill it right back up to the level that it should. We pressure test and check to make sure that it's up to the level. We also change the pollen filter at the same time. Can you see why it makes a lot of sense to get that done for you today, some of them while it's with us? Yeah. Listen, I have to go down to Jeff Counts. Again, Jeff Counts, people who listened to the podcast was on recently and I'm pretty sure it's Jeff. It might be Dave Martin's, but it's promised me. It's just one of the most powerful ones. And again, any new service advisors to listen to this, I urge you to take this and make it yours. When someone says no to brake fluid, air conditioning, tires, almost any of this, I'm going to use that word again. Any of those things on the vehicle health check, the upsell. I want to get that. I want to get that. I want to get that upsell. I want to get that upsell. I want to get that upsell. I want to get that upsell. But the word is, listen, Mr. McAllister, would you do me a favor? Even if we don't do that tire, would you promise me you get that tire changed between now and the end of the week? Promise me you get that done between now and the end of the month. It's just only having 0.4 of a millimeter. Not only are you doubling your braking distance on a wet road, not only is that 10 double decker buses extra stopping distance, but the government's changed the maximum fine to 2,500 pounds per tire and 3 points of your license. I just hate to think you get pulled up by the police. I think I was in a dealership last week, so I've never told me about that. Maybe some people think I'm scared I'm going there, but don't we have a right to inform the customer that the maximum fines 2,500? And that promised me for me it takes it right out of a sales pitch into something that's personal. We'll be care. We actually care. And you can do that by hand but items as well. So you've got maybe brake pads and discs are going to be looked at within the next year. So listen, just promise me if you're going to go along Johnny or you're kissing a car, maybe going on holiday or whatever, just give us a phone, pop in and let's do a compliment and take a break check. Just promise me you'll do that. And what it's doing is it's showing that you care and that customer knows the fumes they can pop in and they can get that checked and you're okay again, you might say, well, he's scared under them because he's talking about the guys, kids and all the rest of it. But I'm caring. I'm just listening promising you. And you would do it your time. You'd say, go along, I wasn't. Promise me if you're going to go down and see your parlomb rating, be coming in and bring their carrins, or check the fluids, check the levels, check your tires. And so you would do exactly the same things like that. Promise me is really, really powerful because it does show that we actually care, but the customer, we care about the safety of our vehicle and we want to keep them going. And you know that, you said, what I think you're asking me is, is it going to last to next service? I've a thing called the famous five, which you've got three of them already, which is safe, road, worldly, legal, those are things that are red, need replaced today. The amber is, would it last in the next service or would it be cheaper to repair it now because that item might have an impact on other items? So like a CV boot, you know, it'd be cheaper to replace it now because it will allow more than a grease to escape, all sorts of things to happen. So that's there. Now you've also got a back in of absolute measurement on things of it would fail an MOT. So when you're communicating to a customer, it's saying actually, and this is, you know, a car could be two years old, could be a year old, doesn't matter because the customer sees it as an absolute measurement. So you're in this condition that would actually fail an MOT. There's no one, I'm cutting both of you off. I know you want to jump in there. Duncan Ponder, I know you both know Duncan Ponder. Great in the after sales trainer. I think he's, he's busted today. Yes, he's not. Yes, he's not. I don't know. I know he's in Spain at the moment. So hi Duncan, I know he listens to the show. He's totally on your belief as he's got the only experience. Duncan's, he's in Spain at the moment, but I just love his swap and he gets all these technicians and service advisors to go through the acronym swap. Hey, Mr. and Mrs. Custom, this is exactly what we've seen. Okay, this is why it's occurred. Okay, this is the outcome if you don't get that boot change or whatever. And this is what we propose. It's just a great thing, not just for your technicians. When they're doing the videos, Colin, okay, if they remember swap all the time. This was seen, this is why it's occurred. This is the outcome if you don't get it fixed. And this is what we propose. For me, it was just one of the game changers to help give me structure and training technicians and service advisors just to do that. I love that. And it just comes back to me because when you said, is it going to affect something else if you don't do it? That's what I mean. I don't agree with the scaremongering either. At the end of the day. Sorry, you don't think I should? Do you think I should cut that back or? No, no, no, no. No, no, no. Well, I don't agree that it is scaremongering by informing people by communicating. That's our role. Yeah. In this equation, we are the experts. Yeah. And the people that you'll have as customers do maybe have a technical or an engineering knowledge. But there are lots of people that don't. Yeah. And the way that we communicate that information needs to be at a level that anybody and everybody could understand. Again, going back to pictorial things. It's much easier for somebody to understand that. The average person doesn't talk about 1.6 millimeters in their life. You know, I was just about to put that cabinet in there, but it won't fit in by 1.6 millimeters. It's not a normal kind of conversation. For anybody, I just go back to that point, get that digital gauge and look at actually the type of tolerance that you're talking about. Therefore, we need to communicate it. If it's a £2,500 fine, that's the potential fine that exists. Now, it might be that 90% or 95% of people never get the £2,500 fine. That's not down to, you know, we can't control that. The maximum you could be fine, Mr. Customer, in those circumstances, £2,500. And three points on your license. And to be honest with you, you know, if you go to scaremongering, that's the least of your worries, really. If you're using tires that are, you know, verging on board, then, you know, there's a lot worse consequences out there than a £2,500 fine. Again, we have to say that is UK fines. They're 2,500 in sterling and 3. So in Ireland, it's a maximum of five penalty points per tyre. Yes. And there's on the spot finder, two points. In Australia, I'm not sure what the fine is. It's state by state there. And here's something else. Both of you know me very well. And I spent three months of my life as a service advisor. And I renamed it the Winge Desk. I was in the parts department, was really bad at that. So they put me on the parts van colon. I don't know if you knew that one. OK. And I spent life training service advisors. And honestly, I love that side of the business because car sales people sell the first car and service advisors sell the second, third, fourth. But I haven't got the experience you guys have. So here's a question for you. Jeff Cowan, again, go back and listen to his podcast. It's a great one. Colin, don't know if you had a chance to listen to that. Jeff Cowan is an American guy. He's, I believe, he come up with a vehicle health check. He's the guy that the electronic vehicle health check. And he's also the guy that's largely credited for doing all the upsell in the service drives. I see this all the time where the car turns up in the service drive. Sorry, no, the service advisor is out there with the iPad, looking at the customer's car now, checking in, selling tires then, selling brake fluids, selling doing it all there and then. Yeah. Does that happen enough in the UK market? Again, you listen to this American, you might say, we do that, that second nature. I don't see that happening all the time. The question is, Colin, why not? Darren, can we do it? Are we lazy? Is there enough time? Do they have more people to do it? The other thing, the Americans are brilliant at convincing people that you need to change the oil every three months or something like that. That's an exaggeration, but they really do. So doing the upsell in the service drive, I say that, because you look at the jail outside, it's the dual arches where you drive the service and sure they were set up to be able to go and do it. So Colin, question for you, can it happen? Do you do it? Or is it not worth going down that route? So we don't do it. I wish we did it, it'd be awesome. We have a drive-in service facility at one of our sites. And that would be absolutely terrific. I remember Pete Tullon, I think, remember Pete Tullon. Pete Turner, yes. Pete Turner Fund and Sewell's training consultancy one stage. Did a lot of work in Mercedes? Great guy. So we were working together, putting a business in the city of London Sheffield, and that's just quite a few years back. And we had a canopy in underneath the canopy, it was this route called an RX ramp. And then so the customer would drive over the ramp and it would start to look at the tile depth, the tile pressures, the technician would come out and they would drive another two times. Have those machines at NIJ and everything? Yeah. Yeah, yeah. So it's just the steering alignment, the wheel slippage, everything. And then it would be plugged into this diagnostic machine. And so the car's not, the RX ramp's only one of the other things, there was a suspension, so it bounced the car up and down and measured the resistance of the suspension. So the customer got absolutely fantastic, factual report of what the vehicle was like when you checked in. This is where it was when you checked in. So if you did any work through it, you could then put it on, you could show there's the difference in your braking efficiency, there's the difference between your new shock absorbers fitted and everything. So it was quite a fantastic bit of kit. And customers loved it, because you couldn't argue with it. And so I would love to see that. And some of the technology we have in some of our sites, you drive over and it measures the tile depths and it will show the customer right away. So as soon as it goes into the workshop, you get it, but it's not at the point the customer's dropping off. And that would be fabulous to do. I think more we get with advanced technology on vehicles, the vehicles will diagnose themselves up to date and they'll report and they'll say, well, you need to go and get this done. They'll kind of run their own mini-MOT. But I think you still need humans involved in this. This kind of personal service thing, I'm not a big fan of it, it's not something I would endorse. I think people want the human contact and the value of the human contact. But getting those processes in, you do need to go there and extract the appointment system. You do need to have the right people in that service. Can I just pause you there? Sorry, certainly I want to get both your views on. We have these new systems now where the people drop their keys off. Again, they go to the kiosk. Okay, like going to the McDonald's, you order your meal yourself now and you drop your keys off, you put in there, gives you keys back. But it also goes through the upsell. Do you want your car fully valeted or detailed when you're here today? Do you want the air conditioning service? Do you want the one liter oil top up pack? It goes through all that. I understand, and Jack Orman from Bumper was saying that these machines are getting higher penetration than what a service advisor is. Now, I don't think it's because the machine is better at offering these stuff or what's required on the car. It's just because it offers it 100% of the time. Yeah, sure, let's just... Does that tell us how service advisors aren't offering these things to people all the time? There's definitely an element of that, for sure. It's a bit like the car sales process and running through that and people wanting to deal with people through that process. If I drop my car in for a service and the people that I deal with had nothing to the process, then perhaps I'd consider using that sort of facility and you're dead right, it's going to offer me 100% of the time that information. It might put me up there some information, a video or something to tell me why I should go for it and why I should have it. And then I can make a decision in the back. But I'd always come back to it. If you've got people adding value to that process when somebody brings in, people want their human to human contact, want to be able to talk to somebody through that, want to be able to ask that question, well, right, you say it's the oil, well, what do you mean by that? Or I thought if I didn't use it, then it would last a lot longer, wouldn't it? My shoes, when I put them away and I take them out, you know, they'd ask for a lot longer if I'm not wearing them. You know, it's different people approach in different ways. It's my name, and Darren's just had a knee reconstruction so I had to use shoes for a while. So, I'll just run through. Just run through. I didn't. I took you off track there. My apologies. But again, booking that kind of service, taking the iPad out and checking in and doing these things, is that possible? Can we do that? Should we look at that? It's definitely possible because I do with some of the dealerships I work with, but for a slightly different reason, and that slightly different reason is ordering tires, where they've not got the facility to have tires readily available and they've got a small, impressed stock. They get somebody to do the tires on the vehicles as they come in so that we know the likelihood of maybe having that, having the ability to offer it, because as you rightly said, you know, we work closely on that because it's a point of defection. If you can't do that tire, you know it's going somewhere else to be done. So, you then put that person on somebody else's mail list. They then get seduced next year for their MOT, for their servicing and all those sorts of things. So, it can be done. The only distinction I would draw here a little bit is, and what we tend to work very well with is, the service advisor should be the person who communicates it, but the technician holds the credibility of the repair and the work that's there. So, you do muddy that water, you need to be careful that you don't muddy that water, of a service advisor becoming somebody who is... It's a very American, you know, that kind of expect to be sold to when I go to these places, whereas I think in the UK, we want to retain that 100% faith in the technician and use the service advisor to communicate. Service advisor. Colin's absolutely right with the word upsell, you know, it's a change of mindset and bits and pieces like that, but when you use the term upsell, it suggests that you're selling something. Yeah. You're not really, as a service advisor, you're communicating it, and you're communicating the urgency of how quickly or... I'm definitely going to steal that from you, Colin. I've been calling upsell all the time, and you're right, you are so, so right. Colin, what do you call that word? I'm going to call that word. The recommendation. Yeah. I recommend it. I recommend it. So I recommend it. You take that expert that you're talking about, and they're recommending that you have this based on the experience. Exactly. And this is affecting the road world in a safety and legality of your vehicle. Yeah. Yeah. I think the American market... And there's a few words in it, and that's it. Sorry, I just spoke over you there. I think the American market as well, when I spoke to Jeff about the technicians doing the video, he was looking me kind of like, well, we wouldn't be doing anything like that. So there is definitely that different market there, where that service advisor is doing all that to start with. All that. Now, listen, I want to finish off, guys. If you're a service manager, listen to this now. I want you one best technique. What can you go back and put in today now to make a difference in the department? What can we look for? What do we need to do? So Colin, I'll start with you. What's one of your tips? Because you always leave us with a great tip there. A column of colors to tip. So the gold there is obviously the best tip on here, but to get the gold now in place, the most important factor that you get for that is to clearly define four of your technicians, what's red and what, in green. So there's not any dispute on that. So a split wiper is red for everybody, because it affects the vision of the vehicles or that safety. Boom. That's it. And having the clear definition of what's red, we've got charts for it, so that everybody clearly understands that everyone's working to the same standard, so it's not an opinion is fact. And that enables them to crack on and do it. And we clearly communicate that to the takes, they understand that we played a game at the conference with the service managers with Red Amber Green, and we showed them an item and they had to run the game, show runner round, they had to run to the corner if they thought that it was amber or red or green. And then they flashed up what it was. But it was good fun. And some of our managers actually took that game and played it in the workshops with the takes, just to make that very, very clear. That then enables everyone's communicating the same. Devil's advocate, three mils on the tyre, Red Amber, which is a column. If it's above three mil, then obviously we don't report it, because that's our use card prep standard. Aha. This is why exactly where I was going there, because you got to hold on three mils on our use cars and I owe. Okay. So three mils, we were under three mil, we were definitely report. As Amber or Red? Depends on the weather conditions. Okay. Okay. You'll vary it the better time of year. It's unroadworthy. If it's not snowing, it's roadworthy. Okay. Okay. Sorry, I cut you off there. So that would be a good tip. This is a really good question, because that's where the roadworthiness is a really key indicator. You know, yeah, okay, it's legal and technically it's safe. But it's snowing today. So it's not roadworthy, because you need to be melting up in snow. Yeah. I suppose what I've taken from that is you need the consistency, because haven't we all been in the situation where tyres are grown in a dealership? So a customer comes in, a vehicle health check is done, and it's actually got two millimeters on it. We try and inform the customer the recommendation, not upsell the recommendation of it. Customer says, no, they come back a week later. Now the same tyres got three mils on it, because a different technician looked at it. Is that consistency went out the window? Darren, what's your tip? You're the service advisor. You're the service manager. What's the one tip you're going to go back and put into place? For me, the biggest driver is planning your day. And unfortunately, I think it's the one that unless you're very, very strong on, will disappear, because your plan in your day has to start sort of 48 hours before that day's at work's come in. By going through those job cars, looking at what the car's booked in, for looking for the opportunities that might be on there for some of the things like brake fluids and air conditioners that it might not be booked in for, but could potentially be within there. It's about planning the resources that you have available to be able to do it. And it's about having the control of that day that comes at you, rather than reacting to what the day is, because when you start reacting to the day, it's a bit like the old wheel that the hamster runs on. The faster it goes, the faster the wheel goes. You just can't get off it. You just can't stop that wheel. And you end up deferring as we were talking about stuff that gets kicked down the line, which is to come back in for a new set of brake pads in three weeks time or two weeks time or a week's time. You end up in that situation where that job is just not profitable in comparison to what it would have been if it was on the ramps and done on the day that it was in there. But as I say, it's like all of these things. It's usually the bit that I haven't got time to look at those today. So and then look at them late. Perhaps don't do it the justice that I had. And I'd put structure around that as well. I'd have a queue in there. What are you looking for on there so that you can bring your whole team up to look at those job cards and put the same amount of focus that you have and the knowledge that you have when you've looked at it of opportunities. They have the same as well. You know, what are the things that we're looking at? Is there an opportunity on a service plan here? Is there the air conditioning? Is there the brake fluid? Is there certain things that these cars, you know, we definitely ought to have a look at. Should we make sure that these items are in stock for this vehicle? That to me is, you know, it doesn't just happen and happen well. It has to be planned. Colin rightly says about communicating then the policy when the vehicle arrives. Of making sure that those guys are doing that work focused on the goal now. And the final point I would say is it sometimes needs refreshing. You know, we talk about this spinning plates and go back to it. You have this process in place. But you have to keep revisiting it. Everybody has to understand that. Are you recommending today's service advice from Symco Training, being the sales director for the company? You wouldn't be recommending that training, would you? It just sort of happens. It could get it. Listen, you know, it covers some of that stuff that we've talked about and it clearly does. But it's, I think it, for me, is communication of everybody pulling in the same direction. It's one of those things that if one part falls down, the whole thing can't work. You know, if the service advisor can't get to make those red work calls, it doesn't matter how well the technicians have identified it, you're still going to end up with deferred work. If the technicians drop in the oil and doing the service and bring in the vehicle health check, just as he's boxing the car up, then the service advisor is never going to be able to sell the work and be efficient. So everybody has to play the part in order for it to go. And sometimes that means just sitting down as a team. And, you know, as you were talking about there with an exercise, Colin, it's, you know, let's make it happen within the dealership. So everybody pulls in the same direction to make that process work. Guys, listen, I just, at least I say, thank you very much for both of you here for this one. Colin, what's the best way people can get a hold of you? LinkedIn, is that the best way for people to get hold of you? Yeah, you can pick your LinkedIn, and I'll follow him at all. Colin McAllister, John Clark Motor Group. Again, thank you. And Darren Bedford, again, LinkedIn, is probably the easiest way to get hold of. Thank you very much again for that. Appreciate it. Thanks, Colin. Thanks, Colin. And listen, everyone, last again. Thank you very much to listen to selling in the Motor Trade. We really do appreciate it. It's going from strength to strength. Listen, please do us a favor. Continue just to hit that like button, share it with people. This is one of the ones that share with all your service advisors. So, gang, thank you very much. That just leaves me to say that all details of this episode and other episodes on the selling in the Motor Trade can be found on our website simcotraining.co.uk. Go there to get a copy of our book, Words That Sell Cars. Go there to sign up to a free trial of our sales fitness online sales training program. Easiest way to get hold of me is Simon Bowkett, food LinkedIn. Thank you.
