Overcoming Objections with Dave Schedin [E119]
In our episode today:
Most service advisor training starts at the moment a customer says “that’s too expensive.” Dave Schedin believes that’s often too late. In this episode, I speak with Dave, a former Master Technician, shop owner, and automotive coach, to talk about what often happens in our communication at the counter.
Dave’s new book, Overcoming Customer Objections, makes the case that advisors often create the objections they complain about. If the customer hasn’t understood why the repair is needed, doesn’t trust the person across the counter, or can’t see what the repair actually protects, the price will always feel too high. Dave’s view is that customers don’t buy repairs. They buy confidence, trust, and peace of mind.
This is a conversation about communication more than sales, but we remind you, sales isn’t a dirty word.
We get into how an advisor builds trust with someone and also dig into the harder parts: where establishing value ends and pressure begins, how to handle a customer who truly can’t afford the repair, and whether scripts help or hurt at the front counter.
Word of the day: Candor. Honest, open frankness in speech, and the quality that lets a customer weigh a decision with real information.
If you only take one thing from this episode: The objection is often decided long before the price comes up, so the work starts earlier than most shops think.
Dave’s Email: dave@computreksystems.com
I think after you hear this conversation with Dave, you’ll agree that the communication skills we’re discussing here go far beyond our role in auto repair and apply to every conversation at all in any context where you are communicating value to others.
This is going to be a fast favorite on my episode list. Enjoy!
Sincerely,
Craig O’Neill
Thank You To Our Partners Autoflow, Shop Dog Marketing, InBound, and Advanced Shop Leadership
Your partner in technology, Autoflow consolidates your client interactions – before, during, and after the visit into a single thread. An end-to-end CRM for auto repair shops. https://autoflow.com/
Want to see your auto repair shop thrive? Let Shop Dog Marketing be your guide. Our customer-first approach, combined with AI-driven creative content, ensures top rankings. https://shopdogmarketing.com/
Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/
Advanced Shop Leadership’s 20 groups are built for motivated shop owners who want more balance, more fulfillment, and the right peers to grow with. ASL is selective. Find out if you qualify at ASL.COACH: https://www.advancedshopleadership.com/
Contact Information
- Email Craig O’Neill: speakup@craigoneill.net
- Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters
The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/
Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/
Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/
Automotive Field Theory with Matt Fanslow: https://mattfanslow.captivate.fm/
Business by the Numbers with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Brian and Kim Walker: https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Coach Chris Cotton: https://chriscotton.captivate.fm/