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Two approaches to a critical step

On yesterday’s episode of DSTR, we welcomed shop owner Frank Scandura (Frank’s European Service, Las Vegas) and Carlos Contreras (Northtown Auto Service, McHenry, Ill.) to figure out which drop-off approach creates the best customer experience.

We discussed:

  • COVID-induced solutions to greet customers and make them feel taken care of
  • Ways to best educate the customer and lead them down a path to buy
  • The importance of scripts and a well-defined process when managing your shop’s first impression with the customer
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