One of the first things we learn in science class is the story of Pavlov's Dog and how "operate conditioning" can be used to generate an expected response: Ring a bell every time you feed the dog and eventually the dog will become conditioned to salivate whenever a bell rings.

While we aren't suggesting a comparison between our customers and dogs, we do want to apply the same benefits of science related to conditioning on what they can expect when they come in for service.

When we train Advisors in our workshops, we'll often get some who suggest that it's a waste of time to perform an inspection or walk around on a vehilce that is only there for the first oil change. The argument is that, aside from a possible nail in a tire, there isn't likely to be anything that needs repair or replacement. And while that may be true, the benefit of the inspection goes far beyond an attempt to find upsell opportunities.

By providing a walkaround beginning with the first visit, and then each and every time thereafter, the customer becomes conditioned to expect it. And while it is unlikely that you will find concerns during the first few visits, the practice helps provide peace of mind for the customer between service appointments.

It also builds trust in what you're doing and it simplifies the sales process when repairs and additional maintenance are needed. That's because they've been conditioned to the fact that you've been honest in not selling them unnecessary repairs during previous visits. Yes, you've inspected the vehilce each and every time and informed them that nothing was required. Now that something is required, they are conditioned to believe you and the sale is just a formality.

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