Setting Customer Expectations During the Service Visit

We spoke with Connor Fesenmaier, owner of Vancity Auto Consultants and service manager at Tirecraft Port Coquitlam, about his shop management experience. This podcast episode covers:

• [00:01:18] - Progression to a role in auto repair
• [00:03:43] - The importance of developing specialized skills
• [00:05:53] - Common challenges with customer interactions
• [00:08:09] - Building positive rapport with customers
• [00:09:08] - Strategies to set the service expectation
• [00:12:35] - Steering conversations to a positive space
• [00:15:34] - Communication red flags to avoid
• [00:17:27] - Advice for service managers

AutoLeap provides a cloud-based auto repair software that helps automotive shop owners better understand, manage and grow their business—from scheduling appointments to managi ...