...in your service drive, how do you greet them? Pay close attention to your reception process, because it is critical! What words are your people using? How is their body language and tone of voice?

EXAMPLE: When a customer arrives in our service department, predictably, this is what they hear:

• “Did you have an appointment?”
• “Have you planned on leaving it with me today?”
• “Are you going to wait for this?”
• “Can you call me later and I’ll tell you what we’ve found?”
• “When would you like to have it back?”
• “Are you in a hurry?”
• "Can you call me back after lunch?"
• "I'll call you later, but if you don't hear from me, give me a call.”
• “I can’t get to it until this afternoon, is that OK?”
• And here is the all-time classic: “Can you bring it back another time?”

Put the shoe on the other foot for a moment and ask yourself: If you were a service customer and were greeted with any of the above comments, how would YOU respond?

RULE: Be unique and different. Set the example and create your own greetings. Perhaps you will want to emulate the greeting used by your top sales consultant in the showroom. Either way, it's up to you to set the standard and raise the bar.