Quick Tip: Phone Protocol

In this video, Mike and Danny talk about how to make a more positive impression on the vehicle owner when answering the phone and interacting with someone new. There are lots of opportunities to be able to set people’s minds at ease, and to reduce anxiety in otherwise potentially traumatic situations. Is your team showing empathy and gathering all the information they could be?
If you want more on this topic, Tracy Dombrowski with Collision Advice did a fantastic session on Phone Etiquette and the Power of Mystery Shopping during the 2023 SEMA Show. You can watch that online at rde.scrs.com/p/2023-rd8