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The First 90 Seconds: What GM's & Service Managers Should Be Coaching
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…
The skinny
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