FTR 037: Scott Wheeler – Are You Really Listening to Your Customer?

Scott Wheeler, President of Automotive Consultants Group, Inc. (ACGI) is a management expert in the transportation industry, with over thirty-seven years’ experience in the automotive, trucking, heavy equipment, marine, motorsports and defense aerospace industries.

Scott holds numerous ASE credentials, including two Master’s Certifications. He has experience working in many capacities — from Tech, Fixed Operations Director, and Mechanical Engineer.

Scott has authored 4 books for the automotive industry. In addition, he is an AMI-Certified Management Instructor. ACGI has served as an expert witness in various court cases.

He speaks professionally at major industry events throughout the U.S. and Canada and is a featured writer, consultant, and contributor to Motor Age, Ratchet+Wrench, ASA’s Auto Inc., and Canadian Technician magazines.

ACGI applies a unique systematic approach to each client they serve throughout the U.S. and Canada.

Key Talking Points

• In our industry communication is paramount to building a strong customer and team relationship.
• The customer’s concerns on their car require the service consultant to ask the right questions and employ active listening skills and empathy along with the art of asking the proper questions.
• Every case is different which mandates these skills.
• You need to understand your customer’s communication behaviors and DISC is a great way to best understand how to communicate with your customer
• The service consultant interrupts what the customers says into a repair order that explains precisely what the customer’s concern is and guides the technician to precisely what, from the customers perspective, is wrong with the vehicle.
• The 3 C’s
  • Customer Concern
  • Cause of the Concern
  • Recommended Corrective Action
• Virtual Vehicle MD is a tool to use to help explain and communicate with your customer.
• Playback word for word to the customer what the service consultant understands.
• Double up on your listening vs. you talking.

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• A special thanks to Scott Wheeler for sharing his passion – For The Record.
• Books mentioned in the content library HERE
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