Category Archives: Customer Service

Like father, like son (Part II)

Suburban Overland Park, Kansas, sometimes seems a world away from my rural hometown—but when it comes to automotive customer service, the principles for success remain unchanged. Here is more from the New Concept Auto Service manual about how we make sure our customers’ needs are met. Ask for the work Once the estimate has been presented, it is up to the customer to decide. Should the customer hesitate or would like to think about it, ask a few questions. Questions like, “Is there anything you would like me to explain further?” or “Would you like me to fax or email a copy of the estimate?” These questions usually lead to a decision one way or the other quickly. Sometimes a customer is not sure how much to do, if anything, and will ask for advice. Remind them the labor functions are in order of initial concern, safety, reliability and scheduled maintenance. Advise them to go in that order of importance. Should a customer question the quality, depend ... read more

Categories:

Customer Service

Like father, like son (Part I)

Like father, like son (Part I)

My dad, Paul Rupp Sr., was one heck of a salesman. My favorite picture of him is on my mantel at home, where he is leaning on the front fender of a brand new early 30’s Chrysler next to the one-foot diameter headlight. He has a great big smile and is wearing what appears to be a modern set of Ray-Ban sunglasses. He looked great. The picture must have been taken when he and a friend were at lunch. In the background are the flat plains of western Kansas where he worked as a new car salesman for a large dealership in Hays. My dad was so good, he sold himself to the dealership owner who set him up in a Massey-Ferguson farm implement dealership in WaKeeney. The implement dealership was a successful business for nearly 40 years (until the dying farm economy took its toll in 1981). You should have seen him in action. Dad spent every morning at Helen’s Café having toast and coffee. As a 10-year-old I watched as he positioned himself at the counter in the middle of the local fa ... read more

Categories:

Customer Service
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