Service tip: If a customer says a friend will do the repairs, sell them the parts

When service advisers make recommendations for repairs or maintenance, sometimes the customer will decline, saying they have a friend who can do the work. But instead of giving in to defeat, service adviser and coach Coralee Zueff has a different suggestion.

“I recommend selling the parts,” she said.

Zueff, author of “Five Star Service Advisor,” reasons if the customer really has someone else to do the work, they will appreciate saving time having the parts available.

“If the person ends up not doing the work, the customer is more likely to bring the vehicle back to you for the work,” said Zueff, who sees about 40 percent of customers return to have the work done. “At the end of the day, would you prefer to sell the parts or nothing?”