Sunday - Greet and Engage

You only get one chance at a first impression - the greet and engage step is a huge part of the service check in process. Watch the video below, then have a discussion about how your store is executing this step. Use the questions below the video to guide your discussion.

Discussion Questions

On the phone

What elements of a service-related phone call do you think maximize the chance a customer ACTUALLY brings their bike to your shop?

What are some of the most common questions customers have about service?

Sometimes service calls can get technical. How do you project confidence when you don't know what the answer is?

How do you handle the customer who wants to spend a lot of time talking about the issue on the phone, even after it's clear that you can't offer answers without seeing the bike? What are some ways we can minimize the time suck without minimizing their problem?

When inviting someone to bring their bike to your store, what are the critical pieces of information you should communicate?

The phone is a great place to begin setting expectations. What are some of the things we may want to communicate to a customer before they arrive? And how do we ease the blow of not-great news (e.g. long turnaround times) while still encouraging them to come in?

At the shop

Is it clear where a customer should go when bringing a service bike to your store?

On a given day, who is responsible for watching the parking lot for service customers? How is that communicated?

How can we make sure service customers are welcomed on hectic summer days?