Think about every amber tyre your department advised on last year. Now count the customers who rang back and booked in purely to have them done. It fits on one hand. Colin McAllister spotted two in a single day across John Clark Motor Group recently and it was unusual enough that he noticed, in a group with a site running 40 retail ramps. In this episode Simon Bowkett, Colin McAllister and Darren Bedford of Symco Training work through how red and amber work actually gets communicated, from the drop off conversation to the phone call that decides whether the customer says yes or drives to a fast fit. The line that kills your update calls. The rule that settles whether an item is red or amber. And why quoting your competitor’s tyre price yourself is the fastest way to keep the job in house.
- Separating the customer appointment from the car appointment so the golden hour survives a full drop off rush
- The drop off agenda: payment method, VHC explanation, best number for the advisor, email for the technician’s video
- “If you don’t hear from me, that’s good news, and I’ll see you at four o’clock”, and what it does to your inbound calls
- Why the health check should wait until the diagnostic the customer actually paid for is finished
- The grandma rule for settling red or amber, and the version technicians should be using on themselves
- Quoting the fast fit price yourself, and why a five pound gap per tyre closes on convenience
- “Did you need to get back to me about the price, or about when we could fit it?”
- The tyre card John Clark hand to customers, printed 1.6mm thick because that is the legal limit
Colin McAllister runs group training and development at John Clark Motor Group and brings the tools they put in advisors’ hands, including the percentage worn tyre card and the Tyre Safe link that takes the argument off the dealer. Darren Bedford is sales director at Symco Training and spends his weeks inside service departments, which is why he keeps pulling this back to language rather than effort.
If your amber work goes quiet after the phone call, play this to your service advisors before Monday’s drop offs.
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.
Hi, and welcome to another episode of selling in the Motor Trade. In partnership with Cazana, improve your margins with real-time, data-driven, retail valuations backed by the largest rule of data set in the UK. There are an evidence-based guide valuations for main dealers, car suit markets and independence. Along with Symco Training, where we took that training in the real world, what's happening in the market today, not 10 to 15 years ago. Together, we're going to share tips and ideas on how to sell more cars, improve your service and parts operation, and generally put more profit into your department, dealership or dealer group. Now, I'm your host, Simon Bowkett, or some of you might already know me as Skippy. Firstly, I just want to say thank you for the people who died right from the beginning of this, because we're past 250 episodes now, and interviewed so many great leaders in the Motor Trade. Thank you for taking the time. For people who are new to this, please ask you to subscribe. You can't believe what it does to the algorithm and gets this podcast out to as many people in Motor Trade as we can. Okay, so we're talking about how the golden hour is so important. In the real world, how do we make sure that golden hour happens? Okay, so again, let me ask a thick question then. All the cars are coming in first thing in the morning, okay? All the workshops, you work in lots of different dealerships around the world. You've got lots of great run dealerships up there. All the people want to drop the car off first thing in the morning. How is the tech going to do? They see it in our video on all the cars there, get to contact with the customer early on. Do they bring the car in? Just do the check of the car, do the video, and bring it back in later? How do you do that, the logistics of that column? How does that work in the real world? You've got a separate customer appointment from the car appointment. You've got to explain to the customer, yeah, you're coming in at your club, because you start to work then. I've got eight ramps, so your car will be scheduled in over the course of the morning. And then we'll update you when it comes on the ramp, that's why we do the text. And then you'll get a video through from the technician. So the same question statement we use is, we confirm the payment methods. So I don't have a script for it, we have a list of check points. So what's the payment method? Is it the service plan? Is it going to be card? Are you going to be looking at taking advantage of our drive now, paleo, or ski? We then talk through the VHC process, so whether they have equals with this, we're going to carry out complimentary vehicle health check. And what we're looking for here is things that make your car stop it from being safe, but go to all of that and legal. If we identify any of those things, they'll be marked in red, and we'll be in touch with you about them. So what's the best number, and that's where we get into the number, then the technician email address on there. Now when you receive that through, you can actually auto-authorise it from the email. You don't need to speak to me, you can just auto-authorise it. If you have any questions, then you can get me on this. This is the best number for me. Now, if you don't hear from me, and this is a really important thing, guys, this is revolutionised, just service department. I see Darren's getting his pen ready. Everyone listening to this should have my pen ready, right? If you don't hear from me, that's good news. And I'll see you at four o'clock as we've just arranged. That will stop all of your phone calls at one time going, I'm just waiting for an update. My husband has been in since eight o'clock this morning, and nobody's phoned me. Oh, is that no good news, son? Oh, the guy said that, phoned in, right? So if you look at the number of calls that come in here, service department, see if a customer's phoned in. In today's marketplace, a customer's phoned in waiting for an update, we have failed that customer. Absolutely failed them, because we should have texted them, we should have gone in touch with them. So if we set that benchmark off, if you don't hear from me, it's good news, and I'll see you at four o'clock, because that means your cars, not hide anything that's made it unsafe unload by the illegal to drive. So it must be okay. And now you'll still get some customer's phoned in, but you will reduce the dramatically the number of phone calls that phoned in. Generally when they're on lunch, your service advisors are on lunch, and your phone posts are on lunch too, and those need the answer on the phone. And then you've got a very unhappy customer, because no one's kept me informed. Keep me informed. Exactly informed. Isn't that always the way? Alice, I'm interesting to hear you're setting the agenda. Everyone sets the agenda slightly different. Run to how you talk about the colors, and I love to hear this, because other people listen to podcasts, they all, we do it this way, do it that way. Love that, Colin, what do you got there, Darren? I don't think it's that dissimilar. I'll spare the other detail that you need to be, but the lasting image I would always leave when the customer's leaving is I want them to go away knowing what we use as the method to communicate that to the customer. So mine's pretty straightforward and simple, which is, you know, while your vehicle's in with us today, we'll be conducting a complimentary vehicle health check. Hey, listen, most of the items should be green. They'll be good to go. If there's any hamber items, what we're trying to do is just give you a little bit of an advanced warning that they may need looking at before the next service. But listen, if there's any red, I'll be straight on the phone, because we need to get those sorted out today. Is that okay, Mr Bowkett? Yeah, yeah, okay. So it's very much the same sort of thing, but I can't stress how important it is to do it in the morning. For a few reasons, okay, the first reason is the colours drop into the back of our mind, okay? I'm not saying the customer gets back to the place of work going on. I know how their system works, but we can, of course, when we make the vehicle health check, which will be the next one, we just turn that on its head and we say, great news. Most of the items were green. There's an amber item, it's a tyre. I'll talk to you about it when you come down later. It's not urgent, but there is a red tyre on the front. Now, Andy, our technicians can get that done for you. It won't affect the four o'clock time that that comes back to you, and it's going to be 140 pounds, euros, whatever you deal with. Can I go ahead and get Andy to do that for you? Well, it's on the ramps now, and it's a straightforward kind of... There's how it works, and then there's the explanation off the back of it and the need to do it. It's so frequent that the drop-off becomes... We do a complimentary vehicle health check, or we do a health check, or possibly even sometimes we don't even mention it at all, and the danger there, of course, is the next phone call is... Hi, it's Darren. Andy, our technicians had a look at your car, and he's discovered all this work that he's doing, so it looks very underhanded. And, you know, if we're honest, some of the stuff can be, not because we are, but it can be underhanded. Years ago, if I had an oil leak, I knew I had an oil leak, so I had a nice puddle on my drive, OK? With the drip trays these days, I could be driving for quite a while without even knowing that I've got an oil leak. So the first I hear is from the guy on the phone, or the lady on the phone, telling me. The other point that I would make as far as that's concerned is, well, when you're reporting that stuff, bear in mind what the customer bought it in for. They might have bought it in for a service and a rattle, and you're back in touch with them with a vehicle health check, which you're not going to be able to tell them the service is complete, or the rattle's been sorted, if your system's running robustly. But just let them know. Hey, listen, Andy, our technician's already on with the service. He's also going to get to the bottom of the rattle. I'm confident of that. But while he was there, what he discovered, and then we would lead into the other one. We're discovered, not found there. Sorry, Colin, I cut you off there. No, no, I was agreeing with Darren. It's such an important thing, and one of the things I encourage with our technicians is if it's in for diagnostic, we don't do a VHC on the vehicle until we've actually figured out what the customer's paid, the diagnostic report, and he's went through the diagnostic process. The worst thing you know, if you're urgent, you know, and some of our sites are 180 quid for the diagnostic fee, the Jaguar Land Rover sites. So you've been 180 quid, then all of a sudden you get health check and go in your tires at this, and you're grateful it's this, and you're going, well, that's not what I've been in for. And so it's very much a bit buried in me. What does the customer put it in for? Let's satisfy that, and then we'll health check it once we've proven that we're actually talented and good at our job on there. So a lot of people get that confused, and it totally throws the customer. And they go mental, and particularly as Darren was talking, I'm going to open it up about the customers who've maybe bought the vehicle from a, you know, a used supermarket. And that's the first experience of a manufacturer's site. And then they get the VHC, and what, you know, it's so, so critical that you go through the explanation of the VHC and how it works, because some people they receive the VHC email, and they go, Jesus, it's 1,200 quid for all this work. But there's, you know, at 1,200 pound of it's amber work that we can put a timer on, you know? And that's, it's only X amount that's the red one that needs attention today. But if we've not explained that, they add it all up and go, I'll put it in that manufacturer, please, bloody hell, they want to eat this. And we just look, you know, ridiculous. And so it's about tailing it to what's that customer put it in for. And also thinking, you know, tires is a great example where we go like, let's place up the Pirelli PZ rules, because that's what the manufacturer recommends. But the guy's sitting with, you know, land sale on there. So we're probably going to look at like for like quotes as well. So listen, the manufacturer recommends Pirelli, this is where they are. And I noticed that you've got land sale on there, was that your choice, or was that the people that were refurbbing your car to sell it? Yeah, I guess it ties as a, for me, it's just a big one, Colin. It's, for me, it's the first point of defection I get where people leave a franchise dealership and they go to the independence. And the way it's dealt with is so often just so poorly. And I love to build in some sort of comparison. You know, when a service advisor says, your tire needs to be done, it's 180 quid, 180 euros wherever they are in the world, customers say, I'll get back to you. Of course, they want to go straight to Kwik Fit and find out what's it going to be there. Of course, Kwik Fit's got some sort of chung-lung ditch finder, some unknown brand as the cheapest brand, we're at 180, and they're selling it for 90. And of course, they think, ah, the main stealers again, main dealers, they're ripping us off. I just love to build in comparison and little things like Mr. Customer. Our technician, David, I love to use the customers. Oh, sorry, our technician name. David, the technician, David, the expert. When he's inspecting the car, he inspected the front two tires. Now, tires got eight millimeters when it's brand new. You want it all the way down that you've only got 1.4 millimeters until that's illegal. Now, put that in perspective, that's equivalent to the thickness of the credit card. I'll tell you that, because you're doubling your braking distance on a wet road. Actually, on a dry road at 120 kilometers an hour, 70 miles an hour, you actually got five double decabuses extra stopping distance. But then, of course, I've taken the liberty again, a quote for you from Kwik Fit. For the same tire, the Audi recommend, the Continental Sport, the Pirelli, fitted balance, disposing of your old tire, their 180 Euro tire. Now, we're five pounds of tire dearer, but the good news is David could do that. It's part of the service today. It's not going to affect your pickup time of fourth this afternoon. I love to nip in the bud they need to shop around. Now, of course, when customers say, wow, I'll get back to you. Hey, Colin, did you need to get back to me about the price of that tire? Or did you need to get back to me about when we could fit that for you? It's always price. Then, of course, your service advice got somewhere to go. Well, bear in mind, that's on the Pirelli, the same tire that Audi recommended. But on this occasion, why don't I look at a lower cost alternative? Actually, we've got the Hankook or whatever it is for 120. Hey, Colin, did you want to do the Pirelli at 180? Or does it make more sense for you to put the Hankook on at 120? I mean, just get some sort of, I mean, Colin again with tires. You're talking about percentages there. I harp on that because I do feel it's dealt with still. In this day and age, we just get it wrong so often. So often. How are you training your advisors to deal with tires? So, yeah, percentage one is always the way we communicate on there. So it's 80% one, it's 86% one. So the customer realizes, because you say, well, the legal limit's 1.6 and it's a three-bell, it's absolutely fine. I've got plenty of effort. Actually, you've got 1.4 issues to fix. So the credit card, we have a special tire card. Yeah, show us that first kid. Again, people listen to this. We know most people listen to this on the podcast, but Colin's holding up a video there at tire card. Hold that up if you can there. So that's like a critical card card. Double-sided, so you've got your percentage ones on the back there, forward in the red and green color code as well, so you can see when does it need to replace today. And then miraculously, the card itself is 1.6 mils thick. So that's the legal limit. That's what you're relying on to keep you on the road. I think we look at it like that, is it? Yeah, it does. People go, oh, right. So it's really important. And then we've also got, you can check your tire depth yourself, take the car the way with you on there. And we have a link to tire safe. So it's not just the John Clark Motor Group telling you this, it's the tire experts, tire safe. They'll give you all the information to back it up. So it's that. Is there a danger that we're crossing line and scamongering a customer? I mean, you talk about the grandma rule, don't you? Can you explain your grandma rule? What do you mean by that? The grandma rules are a really good one in dealership to use, where there's a difference of opinion. If there's a technician that's coming along and they're speaking to a service advisor and they're not quite sure whether it's a red or an amber work to fall into, just take it over to grandma. If it was your grandma's car, okay, and she was about to purchase that car, would you want her to know about it? Or would you keep it to yourself? And if you're talking about amber tires, you'd want her to be communicated that they're amber, but you wouldn't want somebody to try and sell her amber tires. Likewise, at red tires, yeah, you definitely would. It's a simplistic little rule, but it enables you just to kind of find what that should be. Should that item be red? Should that item be amber? And it kind of settles some of those sometimes conversations that go on of possibly gray areas on certain cars, because it's different, you know, somebody using their car quite frequently is going to hire mileage, you know, it might mean that they have to come back to you in six months for somebody else. It might actually last, you know, a longer period. Okay, guys, so I'm cutting off, Darren. I've got to tell you, my pet hate, listen, we all drive cars, we get cars serviced all the time. Colin, within the group, I'm sure you get sorted, but my own personal car, having to drive out there, my pet hate is where people don't offer me things. They don't, and I have to take the car back in two months' time, three months' time. It's different today. Can I ask you one question? Who in their world from a convenience perspective wants to bring their vehicle into a main dealer to have their car serviced, to be told it needs two tires, to then build time into their schedule, to drive away from that dealership, to go and sit in a, you know, a non-branded place, drink a cup of clicks coffee, maybe struggle with your own Wi-Fi connection, sit on a lovely couch that's already got grease on it for you and all those sorts of things. Not the least of which, although they are deemed quick fit kind of operations, it's not quick by any means, because there's no appointment system. So if you turn up, you might get in, but it's still a reasonably lengthy job. They have a duty of care, they have to go through those same things as we do in terms of the vehicle health check. But also the other thing is it could be people in front of you. So you could be there for an hour, hour and a half. You know, really the customers that we bump into in a main dealership in a manufacturing environment want to do that. I tell you the power of convenience to me, the one that brings it home for me is, when I was growing up, I was a privy, obviously wasn't driving, but I was a privy to conversations of people who drive to different petrol stations to save a penny a gallon, okay. Now, if you're driving down the motorway, there can be up to 10 to 15P difference per liter, five liters in a gallon roughly. So there's that difference that people, you'd expect there to be nobody stopping on the motorway services. They're as busy as anything, okay. You go in there, you're going to pay through the nose for your fuel. Your meal deals now jumped up from four pounds to five pound 50 or whatever. Your bottle of water's gone up. Everything is going to be more expensive. But we go in there because it's convenient. Yet we offer this one-stop shop of convenience and we quite frequently forget to mention what we're doing, how we're doing, how we can do it, how we can sort it out. And I know Colin touched there and giving prices on the tires of other people's offerings, which is really important because actually if you sit there and you know the price of somebody else's offering and you know it's 10 pounds a tire more, most of your people are going to go for 10 pounds, do it. But it's fear that I'm going to pay through the nose. I'm going to pay ridiculously more that stops people going ahead. But then you also end up in the situation that having said no to you, I'm not going to swallow my pride necessarily and come back and go, well actually, you weren't one of the cheapest and I want the main dealer to do it. You end up going to the quick fit, convincing yourself that, you know, I've made the right decision here. I didn't waste an extra X amount with the dealer. Great friend of the show, Andy Williams, Colin. It always says, let the customer make an educated decision as opposed to an ignorant risk. And I suppose that's what it is. Just let them decide. And too often I still hear service advisors making the decision for the customer. But Colin, this is to you then, sir. Can we not force a customer to the independence? If we're offering, you said before, you send through the vehicle health check to a customer, it's pre-price, they can hit the button acceptor, but there's 1900 to work. They're not realising that half of it almost amber. Is there not a danger that if we over upsell, we're going to force people to the independence? So, you're using one of my bands, what's there? You know, I don't use that one more. I know that, sir. You've just beaten me then. So if you don't know, I never use that terrible word that Simon's just used there beginning with it, whether you, because for me, you're pushing stuff to people that they don't want. With the vehicle health check, what we're doing is we're using our expertise to make sure that the car's roadworthy, safe and legal. That's the three check points. And anything I'm reporting to a customer and recommended to a customer, falls out with that. It means that the car's unsafe, illegal or unroadworthy. And I'll give you an example of unroadworthy, where it's legal. So I, this was quite a few years ago, you've talked about having your own personal car. So I drove in my own personal car down, and I was working with an independent training company, and I'd be hired by the old Shepherd. I booked my car in there for a service, for what I was there, convenience. So I drive down there, I'm driving down from Glasgow to Carlisle, and it's snowing. So I get down there, and I know that my tires are probably gonna need replaced. So it's in for a service, and then I'm expecting the service department to talk to me about, you know, tires at some point, there's no conversation. So at three o'clock, because I've been training all day, I don't tell a service to this, listen, it's my car being done, yeah. I said, yeah, I said, how did the tires gone? All the tires I find, yeah, they're for the legal. I says, okay, so so what, what tread depth did they have then, if they're for the legal? This is, well, wait a minute, it's through, you get, you say, well, yeah, yeah, yeah, they've got two now. I says, all right, I said. Wow. See that white stuff formed for the sky. I mean, that's cold. This is, I don't know, I just know, I says, all right, what's the minimum tread depth required for a tire to grip and snow? Because I've got 80 miles to drive home. This is, well, I don't know. I said, well, let's go on the tire safe website and find out, hey, because that's a scream out. Yeah. Right? So my car's unwoodworthy, but the problem is it's after three o'clock, he can you get my tires? No. So I've got to book them in. So our phone, the dealership, I'm at the next day working and you get 300 kilos worth of miles off me. Make sure you get the tires there. The other thing, again, people to listen to this. Something I'm loving at the moment. If a tire's got two millimetres on it, okay, we know it's got .4 of a millimetre till it's legal or it's 96% worn out. We know it's three millimetres, okay? It's 1.4 millimetres or it's 78% worn, okay? And now I've always found at two millimetres saying something's 96% worn out or 94% worn, that's nice and simple and easy. And I could get this out. At three mill's, I always found it harder. And a man called Tony Sex and said, hey, but Simon, you know it's only 1.4 millimetres until that's illegal. Now 1.4 millimetres is the thickness of the credit card. Now I know you got the John Clark Group there, but at service visors, listen to this. Get the credit card out of your personal wallet. The card itself is one mill. The bumps on it is .4 of a mill. So when you look at it, it helps put a mind picture into the customer's head, okay? It's like .4 of a millimetre till it's illegal at two mils. That's equivalent to the bumps on a credit card or it's 1.4 millimetres. It's the thickness of a credit card. When you actually look at the difference there, it's not like, Darren, you do that with the tyre gauge and you show it up against the paper. Yeah, absolutely. And I mean, these are really powerful using a digital tyre gauge to see the difference, but I'd urge anybody out there who's within the role, just refresh your memory of those distances, because what we generally do is start on an eight mil. So we start on an eight mil, which is what most new tyres have. Have a look at that. Bring it down to three mil. Have a look at that. We're starting to get quite small. Then bring it down to 1.6, which is the legal limit. Then take it down to 1.4. And please bear in mind, when you bring it down to 1.4, that's the maximum notice that you're going to give somebody, because that means that the tyre's three mil, okay? So above three mil, we won't be communicating it as a red tyre. Below three mil, we will be. So it really is the absolute maximum that would be there. Now, one good stop on a motorway from an elevated speed. You could probably scrub most of that off as well. So it's a really good exercise, just to refresh your mind of those distances and then communicate them. I often talk about that and people go, oh, you know what, I wasn't aware of that. And I said, here's your problem though. You can't communicate the same way with a customer, because most of the stuff that you're going to do is going to be on the phone. So you've got to find an easy method. And that's where the credit card was born really, because we can all pictorially think straight away the thickness of the credit card. Yeah. There's another one that this one always blows my mind a little bit, which is if you think of, you know, your dealership and you think of all of the amber tyres across a whole year that you've advised customers would need doing. So we didn't have any chance of doing it ourselves, but we've got this pool of amber stuff that's been identified that by definition should be done at some point during this year. Then you try and think to yourself, how many times did you have you taken a phone call from a customer that's booked in just to get tyres done? No other repair, but phoned you up and said, oh, do you know what? Three months ago I was in here, you told me my two front tyres that they were doing. And they would do once and there, but. Most places it will fit on one hand. We had two, yeah, just to be. It was extremely, very unbelievable because there was a new house coming on this today. And so I've been keeping an eye on it after seeing emails coming in. And there was two yesterday. So one for many, and one for the Jaguar Land Rover site. And I was like, wow, that's somebody who's communicated it really well. Yeah. Oh, absolutely. To the customer. Colin, can we just put that into context across how many sites? How many thousands of vehicles? We can be safe, you know, yeah. And one of those sites has got 40 retail ramps in it. So yeah, it's in context. It's going to be the only two that I have seen. Well, that service advice has done a great job. That has been communicated very, very well, hasn't it? Yeah. You know, why are we jumping a bit of tyres and going on a bit? Because for me, you know, the tyre safety, the road safety triangle, the most important component on your vehicle, the only thing holding you on the road. And the thing I use is you've got four bits of, eight, five bits of paper on your road, because that's your contact point, your tyre. I'd love everyone, absolutely everyone to go on one of these continental days, or Pirelli, or one of these where they put you on the skid pen. And they see the stopping distance. In fact, get every service advisor to go and watch the continental videos where the stopping distances and the difference it makes with proper tyres or the cheaper tyres and the grandma rule. If your grandmother was buying that car, would you want to buy a car with that cheaper tyre on it? That's a brilliant video, they're one of the golf. That's the one. They have the continental tyre and then they have the continental copy. Yep. And you see the difference in those black boxes flying everywhere. Whenever you show a service advisor on that video, that grandma rule kicks in, they go, wow. Yeah, definitely. The other use for the grandma rule, well, I've got the mic, is quite frequently a technician says to themselves, would I replace it? Now, would you replace it as a technician? Understanding a vehicle where you understand what your skills, your tools, and your ability. Colin, go cut you off there. That's like a builder. Does a builder ever finish his house? Does a painter ever decorate his house? You ask that technician would they do it? Yeah. So does he finish his granny's house? Of course he does, right? Does he finish his grandma's bathroom? Of course he does. So the grandma rule is that great rule for technicians to say, forget whether you would replace it. Would you replace it as your grandma's car? Okay, so I'll go tell you this more story. I'll go tell you this. There's a great group that we work with. Around the Manchester region, they've got a lot of Toyota Lexus dealers. People probably know who we're talking about. I was in there one day, Darren was doing service advisor training. And one of the service advisors had left his car in the car parking area, a customer's parking area, in this Mazda Lexus dealership. That's where they're doing the training. I said, give me a keys and I'll go and move the car just so we don't disturb the course. So I just ran into the technician. The service advisor is a great guy. You know what I'm talking about. So I got the service advisor. I said, took his car in and put it on the ramp. So I said to the technicians, can you do me a vehicle health check on this so we can use this later? Colin, I promise you, you've never seen so much red and amber in all your life. Okay? We've got tires there that are two of them below the legal limit. You've got brake lights out. Bulbs are out on it. You've got the airbag warning light, you know the SRS light. Glowing orange, almost glowing a hole in the dash there. But guys, let me tell you, I know there's two child seats in the back of the car. Young child seats. We then had a look at the league table. This group, they actually measure everything. What you measure tends to improve. I promise you, this particular service advisor was right down, probably one of the lowest on any sort of them. I'm going to use this word again. It's called an upsell. Okay? But he's probably the lowest in the group there. I saw that coming on my own. But I think about that. If he wouldn't do that to his own car, when his children sit in the car, how can he sit there and convince a customer that I really believe he needed to get these tires done? They've got to believe it, don't they? Listen, we're going on here. So let's talk about this next week. And we're going to ask the listeners there. What do you want to talk about in the service department, in the after sales department? Is there anything specific? You'd like to know how it ideas on how to do that. So get in contact with Colin McAllister, a John Clark Motor Group, Darren Bedford at Symco Training. And we'll see you next time. 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 symcotraining.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 through LinkedIn. Thank you.
