The Mighty CSR with Skyler Mayne and Leigh Anne Best: Part 2 [E112]
Thank You To Our Partners AutoFlow, Shop Dog Marketing, InBound, and Service Advisor Training
In our episode today, we continue part two of our conversation with Leigh Anne Best and Skyler Mayne, and we get into the mechanics behind her 90%+ close rate against an industry average that lives in the 40s. We hit on phone call length targets and I also questioned our guests on why longer calls hurt sales, specifically with advisors.
We walk through the systems that make Skyler's results repeatable rather than lucky: scripted expectations. We talk about how a CSR handling the phone frees the Service Advisor to stay present with the client in front of them. And we get into how a single phone call turns into a lifetime client, plus Skyler's own growth path from CSR toward respected trainer.
Today's Word of the Day is:
Conversion
Noun.
Definition: The act or process of changing from one form, state, or use to another; a transformation.
Etymology: From Latin conversio, "a turning around, a revolving," from the verb convertere, built from con- ("with, together") and vertere ("to turn"). The same root that gives us vertex, versatile, and reverse. The core image is a turning, not a straight line from one point to another but a pivot, something changed by being turned toward something else.
A few things we get into:
- What is behind a 90%+ appointment close rate (and what counts to that 90% is the people coming IN the DOOR)
- Systems that make great service repeatable
- Setting up the Service Advisor to stay present with the client
- Turning a one-time caller into a lifetime client
- Skyler's growth path
- The upcoming Service Advisor training summit with Skyler
I do expect that if part 1 wasn’t convincing enough… this part 2 will seal the deal.
You want a CSR.
Thanks for listening!
Sincerely,
Craig O'Neill
The Path to CSR (Client Service Rep) with Skyler Mayne and Leigh Anne Best: Part 1 [E111]: https://craigoneill.captivate.fm/episode/craig111
Your partner in technology, Autoflow consolidates your client interactions - before, during, and after the visit into a single thread. An end-to-end CRM for auto repair shops. https://autoflow.com/
Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. https://shopdogmarketing.com/
Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/
Want a more profitable shop? Start with your service advisor. They are the face of your business, the voice on the phone, and the key to every approved repair. Download 'Words That Work - The Service Advisor's Complete Phone Scripts Playbook at https://serviceadvisortraining.com/
Contact Information
- Email Craig O'Neill: speakup@craigoneill.net
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/
Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/
Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/
Automotive Field Theory with Matt Fanslow: https://mattfanslow.captivate.fm/
Business by the Numbers with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Brian and Kim Walker: https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Coach Chris Cotton: https://chriscotton.captivate.fm/
