{"id":217,"date":"2011-05-13T18:20:45","date_gmt":"2011-05-13T23:20:45","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=217"},"modified":"2011-05-13T18:20:45","modified_gmt":"2011-05-13T23:20:45","slug":"failure-to-authorize-more-like-failure-to-communicate","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2011\/05\/13\/failure-to-authorize-more-like-failure-to-communicate\/","title":{"rendered":"Failure to Authorize? More like Failure to Communicate!"},"content":{"rendered":"<p>Special thanks to my friend and customer Don Saffioti of Clifton, NJ for this great tip!<br \/>\n<strong>Captain Reman:<\/strong><br \/>\nHere\u2019s my best response to a customer who is about to FTA on you:<br \/>\nIf the customer says, \u201cThe car\u2019s not worth it\u2026\u201d or, \u201cI\u2019m going to get another car\u2026\u201d I ask<br \/>\n\u201cLet&#8217;s examine the alternatives. What will you do to replace this vehicle?\u201d<br \/>\nIf  the customer tells me that they are going to buy another used vehicle, I  state &#8220;you already own a used vehicle&#8221; and then I quantify the cost to  buy a new car versus what it will cost to repair their current car.<br \/>\nI explain that a completely repaired vehicle with a warranty is most often less than the cost of purchasing a \u201cnew\u201d used car.<br \/>\n<strong>Catch phrase:\u00a0 \u201cWhy buy a headache, when you already own one at no cost!\u201d<\/strong><br \/>\nAfter  all the repairs, if you add up the costs, you&#8217;ll find it cheaper to fix  your vehicle and have warranties rather than buying another used  vehicle.<br \/>\nIf the customer tries to defend their decision with  something like, \u201cWell, I planned to buy a warranty on the replacement  vehicle\u2026\u201d I show them that used vehicle warranties are not complete and  do not pay for the repairs in full. Most of the time, extended warranty  companies ship in used parts and will cover only part of the labor.  Plus, the customer will likely have costs with each repair (deductibles  and the difference of new parts vs used parts plus the difference of the  labor schedules).<br \/>\n<strong>The bottom line is this<\/strong>: Many customers  balk at the thought of investing a thousand dollars into their \u201cold\u201d  car\u2026but it\u2019s most often their best course of action. I always act in the  best interests of my customer \u2013 if a car is not worth fixing, I\u2019ll tell  them\u2026but that\u2019s a rare occurrence these days.<br \/>\n<img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-218\" style=\"margin: 15px\" title=\"Don S\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2011\/05\/Don-S.jpg\" alt=\"\" width=\"200\" height=\"150\" \/><em>Don Saffioti, AAMCO Transmissions Clifton, NJ<\/em><br \/>\n53 years in auto repair services<br \/>\nOwned and operated\u00a0 4 centers<br \/>\n<a href=\"http:\/\/www.aamcocliftonnj.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">http:\/\/www.aamcocliftonnj.com<\/a><br \/>\n<strong>From Captain Reman:<\/strong><br \/>\nDon,  that\u2019s one heck of an approach. Having met you, your passion for  helping others and your belief in your ability to serve your customers  works magic for your shop. In a business heavily dependent on trust, you  succeed because others perceive you as authentic. Maybe that\u2019s because  you are. Way to go!<br \/>\nFor fun, I often will throw objections at  center managers and owners to see how they respond. One such exercise  resulted in a killer technique, courtesy of Sam Colarossi (now with RMP  Powertrain):<br \/>\n<img decoding=\"async\" loading=\"lazy\" class=\"alignright size-full wp-image-219\" style=\"margin: 15px\" title=\"Sam C\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2011\/05\/Sam-C.jpeg\" alt=\"\" width=\"240\" height=\"297\" \/>If  a customer FTAs because they don\u2019t see the value of repairing the  vehicle (i.e., the customer indicates that they will buy a new car), Sam  would ask, \u201cOh, so you\u2019re going to buy a new car, then, huh?\u201d<br \/>\n\u201cIs that a new car or a used car?\u201d Sam would continue.<br \/>\nMost often, the customer would reply, \u201cWell, a used car of course.\u201d<br \/>\nSam (with a smile) would then say, \u201cMa\u2019am, you already have a used car.\u201d<br \/>\nThat made most people laugh.<br \/>\nThen,  Sam would say, \u201cThe good news is, you know your used car better than  anyone. You know what\u2019s right; you know what\u2019s wrong. With somebody\u2019s  else\u2019s used car \u2013 you have no idea how they treated it.\u201d<br \/>\nSam  claimed to have a 75% chance of retaining the customer at that point. I  didn\u2019t believe him. It sounded too good to be true. So, I asked Sam to  call a few customers at ETE\u2019s retail centers in Milwaukee, WI and see if  his idea worked.<br \/>\n<strong>I can sum up the result in two words:<\/strong> <strong>IT WORKED!<\/strong><br \/>\nMaking the sale (avoiding the FTA, in this case) is directly proportional to your ability to communicate.<br \/>\n<strong>How well do you (or your managers):<\/strong><br \/>\n\u2022\u00a0\u00a0\u00a0Communicate the value of your services?<br \/>\n\u2022\u00a0\u00a0\u00a0Communicate recommendations and options to your customers?<br \/>\n\u2022\u00a0\u00a0\u00a0Communicate your services in your customers&#8217; terms (i.e. speak their language)?<br \/>\n\u2022\u00a0\u00a0\u00a0Communicate with a customer that has just told you they don\u2019t want you to fix their car?<br \/>\n\u2022\u00a0\u00a0\u00a0Communicate your past history of success and years of reputable service?<br \/>\n\u2022\u00a0\u00a0\u00a0Communicate your brand promise?<br \/>\nYou  know you\u2019re the best. You know the customer is better off working with  you than with anyone else on the planet. And, most customers are better  off replacing a transmission than buying a \u201cnew\u201d used car.<br \/>\n<strong>Now, all you have to do is prove it. <\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Special thanks to my friend and customer Don Saffioti of Clifton, NJ for this great tip! Captain Reman: Here\u2019s my best response to a customer who is about to FTA on you: If the customer says, \u201cThe car\u2019s not worth it\u2026\u201d or, \u201cI\u2019m going to get another car\u2026\u201d I ask \u201cLet&#8217;s examine the alternatives. What [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[5],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Failure to Authorize? More like Failure to Communicate! - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2011\/05\/13\/failure-to-authorize-more-like-failure-to-communicate\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Failure to Authorize? 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