The “Expectation Gap” is the gap between what your customer expects and what they experience. It is ALSO the gap between what you expect from your customer and what you actually experience.
Too many assumptions are made by both the customer and the shop which leads to a poor experience, terrible customer attrition rate, and negative online reviews.
It is up to the Service Advisor to close BOTH sides of that expectation gap to ensure every client has a remarkable experience at your shop.
Learn how to make remarkable first impressions that lead to long term customer relationships.
Learn how to listen with the intent to understand by utilizing active listening skills.
Learn how to discover your customer’s expectations & requests by asking the right questions.
CLOSE THE GAP
Learn how to close the expectation gap by setting clear expectations with new and existing customers.