The First 90 Seconds: What GM's & Service Managers Should Be Coaching — Dealer Talk With Jen Suzuki

What if one of the biggest opportunities to improve CSI, service retention and work approvals happens before the MPI is even completed?

In this episode of Dealer Talk with Jen Suzuki, I'm breaking down the first 90 seconds of the service experience and why service managers should be paying a lot more attention to what happens when an advisor first walks toward that vehicle.

Customers pull into the service drive with uncertainty. How long will this take? What's this going to cost me? Is something expensive about to be wrong with my car? Before they trust the recommendation, they're deciding whether they trust the person making it.

That's where great advisors separate themselves.

We'll talk about how curiosity, preparation, body language, better questions and clear expectations can completely change the customer experience. I'll also give service leaders a simple coaching exercise they can use right on the drive: stand back, watch the interaction and ask yourself whether you can tell which advisors genuinely enjoy helping people.

This isn't about teaching your team another script. It's about helping advisors slow down, pay attention, reduce uncertainty and become the person customers actually want helping them make decisions about their vehicle.

Because when we win the first 90 seconds, everything that happens next gets easier.

🔥Check out our sponsors!🔥

Matador.ai, AI That Fully Automates Sales & Service Conversations For Dealerships. Want 30-Days FREE? Go To https://www.edealersolutions.com/try-matador for a LIMITED TIME! Mention this show!

LotLinx.com is a VIN Management Platform that enables precision automotive retailing via /AI/ technologies that improves dealership profitability.

ZukiTalk.com helps service advisors by making clear, consistent MPI calls that educate customers and increase approvals.

Dealer Talk with Jen Suzuki Podcast | 🎧 https://apple.co/38lmHM1 🎧 h ttps://spoti.fi/3uQ2nd1 |