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1. Understand where they are coming from. Their reason for researching is fear and confusion. They want to understand what is happening to their vehicle and more than anything, they want to be able to trust you. Use this to your advantage and point them towards credible web resources to help them make a decision. Be a resource and earn their trust.
2. Be specific and most of all, honest.  Assume that everyone who walks into your shop has the “Lying Mechanic Checker” app for their iPhone. Leave nothing up to interpretation and lay out exactly what needs to be fixed – and why. Our industry is moving away from “Your transmission is busted” and toward “Your external sensors aren’t functioning properly which is causing the harsh engagement that you are feeling. They will need to be replaced.” The clearer your diagnosis, the more specific their online search is going to be.
3. Embrace the advancements in technology! If someone is going to research the repairs you are suggesting, wouldn’t it be great if they found a video of you walking them through the process? Grab a camera, put together a couple of your most popular repairs, and sign up for a free youtube.com account. The easiest way to battle the internet is to control its content.

The next time a customer pulls the “I Googled-it” card, see it as an opportunity to earn a new, internet-connected customer. You have access to the same tools they do, so use them.

After you’ve given a customer an estimate, how often have you heard “Well on Google…” in response? It might be frustrating or even annoying, but Stan the Trans Man has 3 helpful ideas. What do you think? Comment below or email Anthony directly!