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Service Writing in Black & White
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Posted in Service Writing, Training
Service Writing in the Gray is open to Pre-Sale!
With the holidays quickly approaching, we decided to finally release our follow up book in the Service Writing Industry… “Service Writing in the Gray”. Our first book covers some basic yet often overlooked facets of Service Writing. Communication Style, Presentation and Personality Types are categories that fill the pages. “Service Writing in the Gray” switches it up a bit.
Centered on increasing sales while still maintaining the CSI discussed in the first volume, Service Writing in the Gray specifically covers things like Overcoming Objections, Holding your ground, and Protecting your Director or Principle from the client. In the end, we are always advocating great customer service…. but remember… There’s a difference between great service and fostering “consumerism”.
Pre-order your copy now — shipping slated for Thanksgiving 2011.
Posted in Service Writing, Training
Book Sales Increase… Sign of Better Times?
Sales of our little book have increased steadily over the last few months. Trying so hard not to count the chickens before they hatch, we have to wonder… are we finally seeing better times in the service industry?
For decades, Service Writing provided a great living, as long as you didn’t mind people treating you rudely, and longer than long hours away from home. Then in the later part of the last decade everything shut down. People were scrambling to sell work. Technicians were upset at the work you sold when you did sell it. This continued for years – not months. I had never seen such horrendous turn over in the industry as I have in the last few years.
Lately, things seem to be changing a bit. Dealers seem to be trying to rip the consumer off less and less and the public is realizing that they have to service the vehicle if they want to keep driving it. Things are picking up a little bit… will they boom again? There’s that chicken thing again.
Posted in Automotive, Motorcycle, Service Writing
Feedback – Precious Feedback….
We have been serving the folks at Ducati North America since last August. Two classes down and the third is slated for the month of March in Las Vegas, NV. What an awesome opportunity for this small New Mexico firm. The feedback has been tremendous! As a facilitator, I have a perfectionist approach to the class. I want the class to be fun, engaging, informative, and laid back… that takes a lot of emotional strength and work to pull off.
The results are in and we win! We have received only one critical review, and frankly, we saw that one coming. This course is intended to focus on communication styles and lower the probability of buybacks and such… the individual that was critical was looking for training to be more focused on procedure and dotting of I’s and crossing of T’s. We are all for that type of training as well, but see it as an “advanced class”.
We jumped into Corporate Training with both feet here. We went right for the internationally recognized corporation and have seen great success. Now we ask – how can we help your company or organization? Give us a shout!
Posted in Service Writing
Introductions at our Training
Immediately upon starting the course… our attendees are encouraged to interact with each other. This fosters open dialogue as well as incorporating the aspects of “Adult” Learning that lend to better quality of information and retention of ideas shared.
Posted in Service Writing
Service Writer / Manager Training
As the corporate training source for Ducati NA, we drafted the curriculum and facilitate the course work for their Dealer Network. We are also looking to expand into Automotive training as well — sourcing much of our information form the Service Writing in Black and White series of books… focusing on Lemon Law avoidance.
Posted in Service Writing
