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Hi and welcome to another episode of Selling in the Motor Trade.

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In partnership with Cazana, improve your margins with real-time, data-driven, retail

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valuations backed by the largest rule of data set in the UK.

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There are an evidence-based guide valuations for main dealers, car suit markets and independence.

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Along with Symco training, where we took about training in the real world, what's happening

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in the market today, not 10 to 15 years ago.

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Together, we're going to share tips and ideas on how to sell more cars, improve your

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service and parts operation, and generally put more profit into your department, dealership

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or dealer group.

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Now I'm your host, Simon Boca, or some of you might already know me as Skippy.

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Firstly, I just want to say thank you for the people who've dialed in right from the

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beginning of this because we're past 250 episodes now and interviewed so many great leaders

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in the motor trade.

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Thank you for taking the time.

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For people who are new to this, please ask and just subscribe.

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You can't believe what it does to the algorithm and gets this podcast out to as many people

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in the motor trade as we can.

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So on this episode of Selling in the Motor Trade, I'm going to look at some quick wins

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in the service department, in the after sales department.

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We know we're under pressure all the time to improve red and amber upsell work.

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But also in the real world, on the floor with technicians, with service advisors, work

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shop controllers, we know the pressure that causes sometimes.

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We've all been there where everything's gone smoothly, okay?

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We've done a pre-call, okay?

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When the customers drop the car off, okay, we've set the agenda, we're going to carry

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out a complimentary vehicle health check, okay?

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It's gone to the workshop, we've done the video.

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It's a great video on it, okay?

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The customers watched it, the service advisor tries to get hold of the customer, can't get

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hold of them until 2.30 in the afternoon.

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The customer says, yeah, go on, let's get those brake disc done and the pads, obviously.

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Okay, we'll get the tires done, I want the air conditioning serviced, okay?

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And by the way, I'm picking the kids up at 3.30 at school, so I'll be there at 4 o'clock.

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And the stress that causes where the technician has already got the car off the ramps, it's

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been cleaned, it's out the back.

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We've got to go and get that car again, we've got to bring it back into the workshop, okay?

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A service advisor sitting there thinking, I'm just going to get slated on a customer satisfaction

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index score.

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My net promoter score is going out the window.

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In fact, I heard on a recording a service manager saying to a customer, at least he tires

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really do need to be done, okay, they're right on the legal limit, but listen, just go to

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the quick fit or tires on your drive or black circles or something like that.

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And the head of business is like, why the hell is a service manager telling a customer to

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go to a competitor?

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And of course, I know exactly why.

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That service manager knows the grief that's going to cause with the tech, workshop controllers,

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getting the car cleaned again, and what's going to do to the customer satisfaction index scores

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that he's been beat over the head with all the time to get that improved.

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So this is where we need to make sure your VHC, your vehicle health check system is working

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and the processes are working right.

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But let's talk about a quick win, something you couldn't place that a lot of that grief

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goes out the window and I'm a huge fan of air conditioning servicing.

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And the reason why I say that is, it's something that it's not smoke and mirrors, okay?

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It's recommended by most manufacturers, okay?

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Lots of customers don't do it until there's a problem with air conditioning.

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But from the whole back of the workshop, we can actually set the machine up.

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It does its job and the technician can continue on to do other parts of it.

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So today I want to talk about air conditioning servicing and how it might be a quick win in

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your service department.

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What we're going to do is talk about the whole process from start to finish, including all

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the word tracks, who should say what on the videos when we set the agenda, the service

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advice, what they should do on the upsell call and when they should do it.

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So firstly, if you want our full process and how to put air conditioning service into

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your business, send me a message, okay, and we'll make sure we'll get one through to

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you, okay, from start to finish everything you need to do to get it up and running.

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And it's a quick win that doesn't put the stress on a already understaffed service department,

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okay?

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But I would start with making sure your people in your business know why air conditioning should

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be serviced, okay?

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Too many times I get service advisors thinking, well, does it really need to be done?

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It's cold anyway, okay?

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You get technicians saying, well, actually, well, I wouldn't do it to my car, okay?

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In fact, I have some service advisors that only talk about air conditioning servicing when

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the customer's got a problem with the air conditioning, because I got to tell you, that

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is not air conditioning servicing, okay?

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That's diagnostic work for air conditioning, and I'll tell you servicing will not fix it

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most of the time.

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If customer comes in because their air conditioning's not working, okay?

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If you just service it, a stone has probably gone through the condenser, okay?

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It's leaking out gas all the time there, and that's going to need diagnostic work to find

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out where the leak is, probably to replace the compressor, and then it has to be re-gassed

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and so forth.

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That's not going to do it.

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Air conditioning servicing and diagnostic work, two different things, okay?

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So if you're a head of business, regional director in and after sales world, okay, in

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the service department, in other countries around the world there, okay?

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Go and have a look at how much air conditioning service you're doing, okay?

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And see, is it just diagnostic work when the customer's asked for it?

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Because my car's not getting that cold, or are we regularly offering it to every customer

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when it's meant to be offered, just to maintain that health of it, okay?

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So the first thing I would do is, does the air conditioning need to be serviced every,

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I don't know, two years, a lot of manufacturers recommend?

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Find out and actually explain to a service advisor why it should be done.

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Now you might think, well, how do I do that?

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Again, that's part of what we do day in and day out and we start with belief, because if

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a service advisor doesn't believe it needs to be done, keep knowing yourself, if a service

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advisor believes that a tyre with three millimetres on it has got plenty of life, I wouldn't

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do it in my car, they're never going to offer it to a customer in exactly the right way.

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So again, speak to us, we can talk to them, and this is not a sales pitch for us to come

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into the training, or I tell you what, just go to Claude, go to chat, GPT, hit the little

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microphone button and say, hey, listen, in a land rubber business, how often is it recommended

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to service the air conditioning system?

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And I'll come back and say, actually it's recommended every two years and I'll tell

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you exactly why, or get them to listen to this.

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But the first time air conditioning should be air conditioned regularly is because the

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gas that's in the air conditioning system carries the oil to lubricate the compressor.

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If the gas leaks out anywhere, there's nothing to carry oil to the compressor, and the compressor

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is the most expensive part of the air conditioning system.

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And that's the message we need to get out to the actual customers.

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Now also, please bear in mind, this podcast goes out to about 6,000 people every Thursday

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around the world.

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Big old chunk of people listen to this will be in the UK and Ireland, but we have people

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listen to this in America, Canada, Australia, so please make sure the regulations right

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in the state or the country you are in.

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Sometimes we can put a leak detecting dye in the system to see if there's any leaks down

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the track.

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Yet some countries say, ah, we're not allowed to do that anymore, we just have to pressure

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test the system there.

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Most of the time your machines will do both anyway, but please check the legislation

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where you are when you're listening to this.

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So if we were training this and installing this process into your business, we'd start

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off with making sure everyone, including the technicians, you have to be licensed to

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do this, actually know how air conditioning systems work.

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Okay?

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Now, this is not a physics school test or anything like that, but if the engineers need

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to make a gas cooler, they have to compress it, okay?

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By compressing that gas, okay, it actually, there's less space for the molecules to spin

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around and bump into each other, therefore not bumping into each other, there's less friction.

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Friction creates heat, otherwise explain to me, and then what happens is less space, less

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friction, less heat, the temperature will cool.

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That's why the engineers have to compress the gas to start with.

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Now, I'm going to talk about any gas, including oxygen.

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Think about an old fashioned bicycle pump.

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If you pump the bicycle pump up, the pump itself gets very hot.

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That's because when you mechanically maneuver the molecules in any gas, they all get excited,

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vibrate more, create more friction, more heat.

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So that's where the pump itself gets very hot, but if you felt the air coming out of

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the back of it, it'd actually be cooler.

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So the air conditioning system is a sealed unit, and the gas in it, what we'll do is

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we'll go through the compressor.

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That's the round thing that spins around really, really fast.

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We'll compress the gas in it, it gets hot to start with, and then the engineers will put

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it through a condenser right at the front of the car.

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That's the bit if you'll listen to this first time and you don't know mechanically that

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much, and oh, by the way, I've never been a technician, okay?

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Please speak to the technicians who've been through all the proper training on this.

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If you're a service advisor and they'll point out that's the condenser at the front, looks

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like a radiator, okay?

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That's where the pollen filter is.

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It's on the cabin side of it, and it stops nasty bacteria building up in it.

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That's why every two years, our manufacturer says we must change that as part of the two

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year service.

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They'll point out to these things.

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And make sure you're going to speak to nice Nigel.

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You know the technician there, they'll take the time to show you.

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That's the pollen filter.

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He takes it out of the, I don't know, behind the glove box in that jazz.

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He'll show you how filthy it is when it has been changed compared to a brand new one

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that's nice and white, okay?

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He'll point out there's a nasty bacteria that builds up in the air conditioning system,

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okay?

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That's why we put a clean air, anti-bacterial spray through the system to kill the nasty

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bugs there, okay?

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The pollen filter, it has to be done, or micro filter, depending on your brand, every

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two years.

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I imagine because the OEMs are protecting themselves to make sure that the nasty bacteria doesn't

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build up.

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Anyway, back to how it basically works, okay?

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They have to compress that gas, okay?

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But the gas then goes over, is a sealed unit, okay?

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But the gas carries the oil to lubricate the compressor.

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But also, there's hoses, seals, and O-Rings throughout the system.

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The oil does another job.

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The oil makes sure that the O-Rings don't dry up, because those O-Rings dry up, okay?

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Actually, they might get a leak in it.

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And if the gas leaks out, okay, there's nothing to carry the oil to lubricate the compressor,

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okay?

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But actually, that's where air conditioning can be.

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It's not too bad, not too bad, not too bad.

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And then the drop off can be sudden, because think it's true.

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If there's a minor leak in the system, the gas starts leaking out.

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There's no gas to carry the oil to put an oil film over the O-Rings.

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Now my understanding of this is, because the gas we use nowadays, and listen, I don't

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care if it's R21, R321, AMBs and all that, customers don't care either.

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When you have a look at our sales process, we're going to talk about the same gas that

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Audi recommends, the same gas that Honda recommends in the system, okay?

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The molecules are so small, the oil prevents the gas leaking through those O-Rings and

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the seals in the system there.

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Kind of, think about it this way, have you heard the analogy of the boiling water and

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the frog?

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You had a pot of boiling water, a frog jumps into it, okay?

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It'll jump out straight away because the nose, it's hot, okay?

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I shouldn't be in here.

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But if you get a pot of water, that's cold, put a frog in it and slowly bring it up to

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the boiling point, apparently the frog will sit there and boil itself to death, because

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it gets warmer on slowly and doesn't realise it.

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Now I don't know why anyone would want to do that for that poor frog, okay?

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Maybe they want to eat frog's legs, I don't know, okay?

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But it happens slowly, they don't realise the change.

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That's the trouble with the air conditioning.

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The air conditioning system there, it gets colder and colder, colder, because I want to go back

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to that gas.

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It's a gas that's leaked out and it's replaced by air.

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If you condense any gas, it will get a cooling effect, not as much as the refrigerant gas

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that's in there, okay, but we'll still get a cooling effect.

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That's what people won't know the difference for a while and that's why most manufacturers

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recommend it's done every two unit, okay?

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Let's also talk about this leak detecting dye that may or may not be available in your

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country, okay?

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The leak detecting dye is a fluorescent dye that's put in the system, so the technician

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can get the black fly, put all over the system there to see where any of the leaks are there,

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because if there are some leaks there, that's not going to be good for the long-term health

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of it.

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So, first thing I would do is, okay, we got to get technicians, service advisor, service

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managers, believing this is not just a profit opportunity, okay, but this is something that

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really should be done for the customer to keep the health of the car, because otherwise

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they might get the issue a lot further down the track.

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So let's have a look at the whole process from start to finish, and again, if you want this,

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if you have all the word tracks, okay, I'm going to go through it roughly, never use

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our words word for word, it's the idea, the meaning that makes sense of it.

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We have five parts of touch points with the customer when they drop the car in general.

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We've got the booking and all the pre-call, okay?

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Now, some places have got big booking systems, the centers where it's all booked in century

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layer, or you're a service advisor, you might be taking the booking as well, okay?

225
00:15:51,200 --> 00:15:54,080
By the way, we're going to do a pre-call.

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The pre-call is when we put the car, could all in the customer to make sure they're turning

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00:15:58,080 --> 00:16:05,440
up on Tuesday morning at 8.45, okay, where we're making sure that they've got their license,

228
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the locking wheel nut.

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00:16:06,960 --> 00:16:12,560
We're making sure we reconfirm the bits we're doing on the car there, okay, making sure that

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we can't put a dog in that service loan car there, and so you don't have that battle when

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00:16:17,080 --> 00:16:22,160
they actually turn up, and that haven't got six points on their license, can't take

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the car, all that stuff you can nip in the bud on a pre-call.

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00:16:27,200 --> 00:16:32,640
But also, it might be the time to start talking about the air condition service, and we might

234
00:16:32,640 --> 00:16:36,320
just say, listen, our record show here that the air conditioning hasn't been serviced over

235
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the last couple of years.

236
00:16:37,920 --> 00:16:40,120
We didn't do that for you last year, did we?

237
00:16:40,120 --> 00:16:42,880
I'd love to ask that question first.

238
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We didn't do that air condition service for you last year, did we?

239
00:16:46,400 --> 00:16:50,800
Now, we do that because just in case the record's aren't up to date, there's nothing worse

240
00:16:50,800 --> 00:16:54,640
that we've offered the air conditioning service, and they said, yeah, hold on, you talked to

241
00:16:54,640 --> 00:16:58,320
me about that last time, I've got it done last year, okay, are you just trying to sell this

242
00:16:58,320 --> 00:17:03,720
to get extra money all the time, okay, that's why I'd love to ask that question.

243
00:17:03,720 --> 00:17:05,400
We didn't do that for you last year, did we?

244
00:17:05,400 --> 00:17:06,400
No.

245
00:17:06,400 --> 00:17:09,280
Have a listen, Land Rover recommends it's done every two years.

246
00:17:09,280 --> 00:17:13,000
There is a nasty bacteria that built up the air conditioning system, now part of the two-year

247
00:17:13,000 --> 00:17:16,440
service will do the pollen filter as part of the service there.

248
00:17:16,440 --> 00:17:20,760
But what I'll do is I'll make a note here to get the technician to do, see what he recommends.

249
00:17:20,760 --> 00:17:27,440
Now, service advisors, listen, let's, sometimes we might do the pitch of air conditioning service

250
00:17:27,440 --> 00:17:32,360
right then, if you've got time, okay, now the reason why I'm going to split this and

251
00:17:32,360 --> 00:17:38,680
talk about it and my pre-call and when they drop the car off is because sometimes when

252
00:17:38,680 --> 00:17:41,480
they drop the car off, you haven't got time, okay.

253
00:17:41,560 --> 00:17:45,080
I'm going to cover it at both sides there just to make sure I've had a chance to talk

254
00:17:45,080 --> 00:17:48,280
about it to the customer.

255
00:17:48,280 --> 00:17:51,960
If you're ahead of business, listen to this, a dealer principal and if you've not come

256
00:17:51,960 --> 00:17:59,600
up the after sales side of the business, yeah, just go and sit in the Monday morning, okay,

257
00:17:59,600 --> 00:18:06,320
from eight o'clock to nine thirty on the service counter, that's a busy old place, okay.

258
00:18:06,320 --> 00:18:09,320
And customers just throw in their cars and they're the key trucker saying, okay, get

259
00:18:09,320 --> 00:18:11,080
the kids to school, okay, here's the keys.

260
00:18:11,080 --> 00:18:15,600
And I just leave that with you and we haven't got a chance to talk about everything they

261
00:18:15,600 --> 00:18:16,600
should do.

262
00:18:16,600 --> 00:18:21,840
Now, again, we do try and spread out the times, so the service advisors have got time

263
00:18:21,840 --> 00:18:25,160
to talk about setting the agenda in the real world.

264
00:18:25,160 --> 00:18:29,480
Let me tell you guys, you tell a customer come in at quarter to nine, you can tell them

265
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all day long, they'll still turn up eight thirty or nine o'clock.

266
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It's just how it's going to work sometimes and if anyone says no, ask them when's the

267
00:18:37,960 --> 00:18:41,760
last time they've worked on the counter in the service department, okay, now don't

268
00:18:41,760 --> 00:18:42,760
take that the wrong way.

269
00:18:42,760 --> 00:18:46,240
I still want to try and spread the time, so you have got time, but let's start talking

270
00:18:46,240 --> 00:18:51,840
about on the recall, okay, so our record show, the air conditioning has been a survey of

271
00:18:51,840 --> 00:18:52,840
the last couple of years.

272
00:18:52,840 --> 00:18:57,040
We didn't do that last year, last year for you, did we, all right, I just landed over

273
00:18:57,040 --> 00:19:01,480
recommends it's done every two years because the air conditioning system, naturally,

274
00:19:01,480 --> 00:19:05,920
the gas would permeate through the hoses, the O-Rings and the seals, there's nothing

275
00:19:05,920 --> 00:19:08,680
wrong with it, it's just visits.

276
00:19:08,680 --> 00:19:09,680
That's how it works.

277
00:19:09,680 --> 00:19:15,360
Land Rover recommends that all the gas has to come out in environmentally friendly way.

278
00:19:15,360 --> 00:19:20,800
They need to pressure test the system to make sure there's no leaks there.

279
00:19:20,800 --> 00:19:25,520
We plan to shoot with fresh gas, the same gas that Toyota recommends, okay, they'll put

280
00:19:25,520 --> 00:19:30,640
a leak detecting dye in the system to make sure there's no leaks down the track.

281
00:19:30,640 --> 00:19:35,960
Now the gas carries the oil to lubricate the compressor and make sure all the seals

282
00:19:35,960 --> 00:19:39,920
and the O-Rings, okay, there's an oil film over them, so the gas doesn't leak through

283
00:19:39,920 --> 00:19:41,480
all the seals.

284
00:19:41,480 --> 00:19:48,560
Now that normally works out at 279 pounds, but because we've got the cut in the dealership,

285
00:19:48,560 --> 00:19:54,400
on the ramps, the technician can do that for you for 149, should we get the technician to

286
00:19:54,400 --> 00:19:56,760
do that whilst the vehicle's being serviced.

287
00:19:56,760 --> 00:20:00,600
So that might be a pitch you might want to do that, okay, if you've got time.

288
00:20:00,600 --> 00:20:05,600
Okay, then we've got the dropping the car off.

289
00:20:05,600 --> 00:20:09,560
When we drop the car off, okay, we're going to do all the bits of serviced has to do, your

290
00:20:09,560 --> 00:20:15,520
loan car, locking wheel nuts, okay, if you're a manufacturer that still has an old fashioned

291
00:20:15,520 --> 00:20:19,760
serviced book, okay, make sure they've got the book is in the glove box where is it,

292
00:20:19,760 --> 00:20:21,600
all that stuff there, okay.

293
00:20:21,600 --> 00:20:25,800
But then, and while your vehicle's with us, say, we're going to carry our complimentary

294
00:20:25,800 --> 00:20:28,320
vehicle healthcare, which will look like this.

295
00:20:28,320 --> 00:20:30,040
Now there'll be three different colors on it.

296
00:20:30,040 --> 00:20:32,880
If it's green, it means it's as it should be.

297
00:20:32,880 --> 00:20:37,360
If it's amber, it's something that's going to require attention before your next scheduled

298
00:20:37,360 --> 00:20:38,360
service.

299
00:20:38,360 --> 00:20:42,000
Now if it's red, it might need immediate attention.

300
00:20:42,000 --> 00:20:48,560
It might even be a MOT failure or an NCT test failure, okay, whatever country you're in,

301
00:20:48,560 --> 00:20:49,560
if it's going for that.

302
00:20:49,560 --> 00:20:53,600
But what I'll do is I'll pop a call into you once the technicians have a chance to carry

303
00:20:53,600 --> 00:20:55,160
out that complimentary vehicle healthcare.

304
00:20:55,160 --> 00:21:00,000
Or I have to hear your phone numbers for you in 5, 5, 6, let's not forget your own.

305
00:21:00,000 --> 00:21:03,480
From time to time, the technician might want to send you a video on something they want

306
00:21:03,480 --> 00:21:05,000
to draw your attention to.

307
00:21:05,000 --> 00:21:12,200
I've got your email address here, siamenatkickertenalong.com, is that the best email address, okay?

308
00:21:12,200 --> 00:21:16,400
I love to set the agenda and tell customers we're going to carry out the complimentary

309
00:21:16,400 --> 00:21:21,720
vehicle healthcare, laminate it, let the customers see exactly what we're going to do

310
00:21:21,720 --> 00:21:22,720
there.

311
00:21:22,720 --> 00:21:27,360
You're going to find time wipes, your service advice might then say, oh, also, a record

312
00:21:27,360 --> 00:21:30,320
show the air condition wasn't serviced last time we did it, we didn't do that for you

313
00:21:30,320 --> 00:21:31,320
last time.

314
00:21:31,320 --> 00:21:35,680
Okay, well listen, Toyota recommends it's recommended every two years, because there is

315
00:21:35,680 --> 00:21:40,560
a nasty bacteria built up in the air conditioning system, okay, in fact by the way, here's one

316
00:21:40,560 --> 00:21:44,480
I don't know if I'd really want to say to a customer, but apparently it's the same

317
00:21:44,480 --> 00:21:46,880
bacteria that causes lesion ayes disease.

318
00:21:46,880 --> 00:21:51,720
Now that's crossed the line to scare mongering for me, but if you get that musty smell in

319
00:21:51,720 --> 00:21:55,480
an old air conditioning system, that's what it is, okay?

320
00:21:55,480 --> 00:22:01,960
That's why I'm guessing most OEMs, I put the pollen filter as part of the two year service

321
00:22:01,960 --> 00:22:02,960
on that one.

322
00:22:02,960 --> 00:22:05,640
Now again, this is where I'm going to get comments back and say, oh, no, it's for this

323
00:22:05,640 --> 00:22:06,640
reason, that reason.

324
00:22:06,640 --> 00:22:09,480
Guys, bear in mind, I'm not a technician, okay?

325
00:22:09,480 --> 00:22:14,080
I've never been on the tools directly, okay, but I've spent enough time in the service

326
00:22:14,080 --> 00:22:17,960
department and asked lots of questions, okay?

327
00:22:17,960 --> 00:22:22,120
Now, so we've got the pre-call, we've got when the book dropped the car off.

328
00:22:22,120 --> 00:22:27,800
Now, if you haven't got time service advisors that either those calls, you have a choice.

329
00:22:27,800 --> 00:22:32,160
You can go through the full what's required and what's recommended there and then and secure

330
00:22:32,160 --> 00:22:33,160
the sale.

331
00:22:33,160 --> 00:22:37,720
We love that because the technician knows when the car comes in, hook it up for the system

332
00:22:37,720 --> 00:22:42,560
straightaway and get it doing its job, but you might say, have a listen, what I'll do

333
00:22:42,560 --> 00:22:47,040
is I'll ask the technician, see what they recommend, okay?

334
00:22:47,040 --> 00:22:53,600
Now, never forget, use the credibility of your technicians.

335
00:22:53,600 --> 00:22:57,720
They're the ones, they're the experts that fix things.

336
00:22:57,720 --> 00:23:01,560
Service advisors, I would never say, I recommend getting it done.

337
00:23:01,560 --> 00:23:03,880
I wouldn't say we recommend getting done.

338
00:23:03,880 --> 00:23:10,440
Dave the technician, Dave the expert, he's the person that recommends getting it done.

339
00:23:10,440 --> 00:23:13,440
So we've got the pre-call, we've got the drop off, okay?

340
00:23:13,440 --> 00:23:18,480
And we've got the bidiot, technicians, okay?

341
00:23:18,480 --> 00:23:20,880
Technician videos, this is an ongoing piece.

342
00:23:20,880 --> 00:23:24,760
We've got to work it getting better all the time, but I want our service advisors not

343
00:23:24,760 --> 00:23:27,680
just say it's recommended to get the air conditioning service.

344
00:23:27,680 --> 00:23:29,280
We've got to build up what?

345
00:23:29,280 --> 00:23:34,240
At Symco Training, okay, we use the swap analogy.

346
00:23:34,240 --> 00:23:36,600
This is what the technicians see.

347
00:23:36,600 --> 00:23:39,080
This is why it's occurred.

348
00:23:39,080 --> 00:23:45,080
This is the outcome if you don't fix it, and this is what I propose, okay?

349
00:23:45,080 --> 00:23:48,000
And this is on any part of it, okay?

350
00:23:48,000 --> 00:23:53,880
If you want to focus on tracking, okay, this is what I've seen, okay?

351
00:23:53,880 --> 00:23:59,200
The tyre has got 1.7 millimetres on the inside edge and 3 millimetres on the outside, okay?

352
00:23:59,200 --> 00:24:01,880
This is why it's occurred, okay?

353
00:24:01,880 --> 00:24:06,280
With the potholes that tend to be breeding on the roads in the UK at the moment, actually

354
00:24:06,280 --> 00:24:10,960
the tracking is out on the vehicle and it's wearing it unevenly, okay?

355
00:24:10,960 --> 00:24:13,760
This is the outcome if you don't fix it.

356
00:24:13,760 --> 00:24:18,440
If we just put new tyres on it today without sorting out that tracking for you, you're

357
00:24:18,440 --> 00:24:20,840
going to prematurely wear the tyres out.

358
00:24:20,840 --> 00:24:24,960
So what I propose is not just getting those front tube tyres changed, which is close

359
00:24:24,960 --> 00:24:29,440
to the legal limit on the inside edge, but we recommend getting the tracking done first

360
00:24:29,440 --> 00:24:33,320
to make sure you get the maximum life out of the new tyres, okay?

361
00:24:33,320 --> 00:24:35,440
Here comes the air conditioning, okay?

362
00:24:35,440 --> 00:24:40,040
The record showed the air conditioning wasn't serviced in the last couple of years.

363
00:24:40,040 --> 00:24:42,440
That's what the technician seemed, okay?

364
00:24:42,440 --> 00:24:45,640
Then, it's recommended serviced every two years.

365
00:24:45,640 --> 00:24:51,600
So what I really need to do is take all the gas out and environmentally friendly flight.

366
00:24:51,600 --> 00:24:55,360
Pressure test the system to make sure there's no leaks in the system, okay?

367
00:24:55,360 --> 00:24:59,640
I'll put a leak detecting dye in the system, make sure there's no leaks in the future.

368
00:24:59,640 --> 00:25:02,640
Again, if you do in your country, okay?

369
00:25:02,640 --> 00:25:10,480
We plan to do a fresh gas, the same gas that Audi recommends, okay?

370
00:25:10,480 --> 00:25:14,680
I'll do the pollen filter, it's part of the service today, which is already included in

371
00:25:14,680 --> 00:25:15,680
the service costs today.

372
00:25:15,680 --> 00:25:20,720
But also, I'll put an antibacterial spray to the whole system, make sure there's no nasty

373
00:25:20,720 --> 00:25:22,240
bacteria is built up there.

374
00:25:22,240 --> 00:25:28,040
See, the gas naturally permeates through the hoses, the seals, and the O-Rings in the

375
00:25:28,040 --> 00:25:29,040
air conditioning system.

376
00:25:29,040 --> 00:25:31,480
There's nothing wrong with it, it's just physics.

377
00:25:31,480 --> 00:25:32,480
That's how it works there.

378
00:25:32,480 --> 00:25:37,480
And after a couple of years, you might notice a drop off in not just cooling performance,

379
00:25:37,480 --> 00:25:39,480
but more importantly, okay?

380
00:25:39,480 --> 00:25:44,400
If there is a leak in it and a drop off of that gas, there's no gas to carry the oil

381
00:25:44,400 --> 00:25:49,040
to lubricate the compressor, and the compressor is the most expensive part of the system.

382
00:25:49,040 --> 00:25:50,480
So that's what process.

383
00:25:50,480 --> 00:25:57,720
We want the technicians on the video just to give some credibility of what should be done.

384
00:25:57,720 --> 00:26:01,400
And that helps the service buyers, that's so much more when they're actually making

385
00:26:01,400 --> 00:26:02,400
that cool.

386
00:26:02,400 --> 00:26:06,360
Okay, now we're talking about three times we could actually sell this air condition, okay?

387
00:26:06,360 --> 00:26:11,720
pre-call, when they drop the car off, or when the service advisors are making the vehicle health

388
00:26:11,720 --> 00:26:12,720
check call.

389
00:26:12,720 --> 00:26:18,160
So let's look at this vehicle health check call, ring ring, hello is that Mr. and Mrs.

390
00:26:18,160 --> 00:26:19,160
Customer.

391
00:26:19,160 --> 00:26:22,720
Yeah, hi, it's Simon calling regarding the complimentary vehicle health check that we

392
00:26:22,720 --> 00:26:24,600
said we'd do to your car.

393
00:26:24,600 --> 00:26:30,920
Now David, your technician expected 38 points on the car as you thought most areas are green

394
00:26:30,920 --> 00:26:33,000
and as they should be.

395
00:26:33,000 --> 00:26:37,120
There's one area which is there by nothing to worry about now, but it's the rear two tires

396
00:26:37,120 --> 00:26:39,440
at 3.5 millimeters on them.

397
00:26:39,440 --> 00:26:42,720
They're just not going to make it to your next scheduled service.

398
00:26:42,720 --> 00:26:48,320
Now he has identified one area is red and that is the air condition and really does recommend

399
00:26:48,320 --> 00:26:50,440
that needs to be done on this visit.

400
00:26:50,440 --> 00:26:55,160
So what he needs to do is he needs to take all the gas out in environmentally friendly

401
00:26:55,160 --> 00:27:01,560
way, pressure test the system to make sure there's no leaks in the system replenish with

402
00:27:01,560 --> 00:27:07,440
fresh gas, the same gas that Ford recommends, okay, he'll then put a leak detecting dye

403
00:27:07,440 --> 00:27:11,920
in the system and also oil to lubricate the compressor.

404
00:27:11,920 --> 00:27:17,040
Now the oil will also pull a film over all the O-Rings, the hoses and seals on the inside

405
00:27:17,040 --> 00:27:20,240
to make sure no gas leaks out there in the future.

406
00:27:20,240 --> 00:27:26,560
Now that normally works out at 2.99 but because it's in the dealership on the ramp, David could

407
00:27:26,560 --> 00:27:33,040
actually do that for 2.49 and it's not going to affect your pick up time of 4.30 this afternoon.

408
00:27:33,040 --> 00:27:37,840
Should we get David to do that air condition for you while the vehicle's with us?

409
00:27:37,840 --> 00:27:39,680
So we're telling them why.

410
00:27:39,680 --> 00:27:47,440
We're backing up what the technicians already said, okay, and we're asking for the business.

411
00:27:48,080 --> 00:27:51,120
But let's look at the objection handling.

412
00:27:51,120 --> 00:27:57,520
You might get someone saying, well, I hardly use my air conditioning, okay, just leave it.

413
00:27:57,520 --> 00:28:01,280
First technique might be, you know what, a lot of my customers said they hardly use their

414
00:28:01,280 --> 00:28:03,880
air conditioning and there's no point doing it.

415
00:28:03,880 --> 00:28:08,800
Till I found out it's the inactivity causes issues, not the activity.

416
00:28:08,800 --> 00:28:10,840
It's like your boiler at home.

417
00:28:10,840 --> 00:28:14,280
People don't get issues with the boiler in the middle of winter where it's been used

418
00:28:14,280 --> 00:28:15,280
all the time.

419
00:28:15,360 --> 00:28:20,640
Now it's the start of winter where it's been off for six months or whatever.

420
00:28:20,640 --> 00:28:21,920
Same as the air conditioning system.

421
00:28:21,920 --> 00:28:26,320
You see, if it's not been used, it's the inactivity causes issues, not the activity.

422
00:28:26,320 --> 00:28:30,800
If the seals, the O-Rings dry up, that's where the gas will leak out.

423
00:28:30,800 --> 00:28:35,520
Of course, if the gas leaks out, there's no oil to lubricate the compressor,

424
00:28:35,520 --> 00:28:37,680
the most expensive part of the system.

425
00:28:37,680 --> 00:28:39,760
So I'd hate to think down the track.

426
00:28:39,760 --> 00:28:44,400
We're asking for a lot more money to work to other parts of the air conditioning system

427
00:28:44,400 --> 00:28:47,360
than 249 to get the air conditioning serviced.

428
00:28:47,360 --> 00:28:52,000
Isn't worth spending a little bit now, as opposed to a lot later?

429
00:28:52,000 --> 00:28:55,240
Oh, there's something else I need to mention there.

430
00:28:55,240 --> 00:28:59,680
You might notice I'm not using the word re-gas at all.

431
00:28:59,680 --> 00:29:00,680
re-gas.

432
00:29:00,680 --> 00:29:01,680
Here's why.

433
00:29:01,680 --> 00:29:06,440
In the UK, where I live, you drive down the road, you have lots of places like KwikFit

434
00:29:06,440 --> 00:29:11,080
will say, get air conditioning re-gas from 99 pounds, okay?

435
00:29:11,080 --> 00:29:13,600
We're not just doing a re-gas.

436
00:29:13,600 --> 00:29:18,400
What we're doing is, we're actually putting oil in the system, okay?

437
00:29:18,400 --> 00:29:21,720
Leak detecting dye in your country, if you can do that, okay?

438
00:29:21,720 --> 00:29:24,880
The pollen filter's probably part of your two-year service anyway.

439
00:29:24,880 --> 00:29:28,680
In antibacterial spray, we're not just topping it up.

440
00:29:28,680 --> 00:29:32,920
In fact, in the UK, I think you could go to Halfords.

441
00:29:32,920 --> 00:29:40,760
And for something like 89 pounds by a bottle of air conditioning gas, it always, it's mad.

442
00:29:40,760 --> 00:29:43,920
I was just selling it to any customer of the street, okay?

443
00:29:43,920 --> 00:29:45,600
Maybe they have stopped the selling now.

444
00:29:45,600 --> 00:29:49,640
They should do because your technician has to be licensed to deal with air conditioning

445
00:29:49,640 --> 00:29:53,360
refrigerant, but actually, the Halfords will just sell it to someone.

446
00:29:53,360 --> 00:29:55,640
They can just play around with that in their garage at home.

447
00:29:55,640 --> 00:29:58,800
Are they going to take all the gas out in an environmentally friendly way?

448
00:29:58,800 --> 00:30:00,360
I don't know.

449
00:30:00,360 --> 00:30:02,640
We're not just doing a re-gas.

450
00:30:02,640 --> 00:30:07,440
It's an air conditioning servicing that we're actually doing for it, okay?

451
00:30:07,440 --> 00:30:09,080
Now another objection, okay?

452
00:30:09,080 --> 00:30:11,040
No, no, no, I'll leave that.

453
00:30:11,040 --> 00:30:15,000
Listen, David does recommend that it's done every two years to maintain the performance

454
00:30:15,000 --> 00:30:16,440
of your air conditioning.

455
00:30:16,440 --> 00:30:20,400
Can I ask you, is it the cost of that air conditioning service?

456
00:30:20,400 --> 00:30:23,600
Or is it a time frame to do it that you're not sure about?

457
00:30:23,600 --> 00:30:25,800
Guys, it's normally cost, isn't it?

458
00:30:25,800 --> 00:30:28,800
And then you've got the option to say, well, listen, on this occasion, why don't we just

459
00:30:28,800 --> 00:30:34,600
do the air conditioning service and leave the antibacterial spray until another time there?

460
00:30:34,600 --> 00:30:39,040
So what we'll get David to do is take all the gas out environmentally friendly way.

461
00:30:39,040 --> 00:30:40,560
Fresh to test the system.

462
00:30:40,560 --> 00:30:42,320
That's the important bit, okay?

463
00:30:42,320 --> 00:30:47,440
Replenish with fresh gas, the same gas that Vauxhall recommends, okay?

464
00:30:47,440 --> 00:30:51,040
Put the leak detecting down there so there's no leaks down the future.

465
00:30:51,040 --> 00:30:53,200
Should we get David to do that for $199?

466
00:30:53,200 --> 00:30:55,760
At least he got some options to go.

467
00:30:55,760 --> 00:31:00,320
Now the last bit, if they still say, no, no, I'll leave it, we can pull out of our hat

468
00:31:00,320 --> 00:31:01,800
the promise me.

469
00:31:01,800 --> 00:31:06,080
Well, Mr. and Mrs. Customer, would you do me a favor?

470
00:31:06,080 --> 00:31:08,840
If we don't do it this time for you, would you promise me?

471
00:31:08,840 --> 00:31:14,080
We get the air conditioning service 12 months down the track when we see your car again.

472
00:31:14,080 --> 00:31:19,040
So with that one there, even if we don't do it this time, and by the way, if you haven't

473
00:31:19,040 --> 00:31:23,280
been doing air conditioning servicing, that's going to happen because people aren't used

474
00:31:23,280 --> 00:31:24,280
to it.

475
00:31:24,280 --> 00:31:28,720
So whilst you're not getting the sale this time, you might get it for 12 months down

476
00:31:28,720 --> 00:31:29,720
the track.

477
00:31:29,720 --> 00:31:36,000
Guys, air conditioning servicing is not just for the summer hot periods we are now, okay?

478
00:31:36,000 --> 00:31:40,760
But just wait till people come and say it's not working as cold as it should do, okay?

479
00:31:40,760 --> 00:31:44,040
It should be done all year round.

480
00:31:44,040 --> 00:31:47,320
And when people say, well, come into winter, I don't really need it.

481
00:31:47,320 --> 00:31:51,160
Never forget, it's the inactivity causes issues, not the activity.

482
00:31:51,160 --> 00:31:56,720
It's like your boiler at home, but I got issues with the boiler right in the middle of winter

483
00:31:56,720 --> 00:31:58,640
where it's been used all the time.

484
00:31:58,640 --> 00:32:02,800
It's the start of winter where it's been off for six months, okay?

485
00:32:02,880 --> 00:32:07,560
Guys, air conditioning service, it's not smoke and mirrors, okay?

486
00:32:07,560 --> 00:32:09,680
The reason why I love it, okay?

487
00:32:09,680 --> 00:32:16,720
The technician, wheels and machine over, sets it up and the machine takes all the gas out

488
00:32:16,720 --> 00:32:18,760
in a environmentally friendly way, okay?

489
00:32:18,760 --> 00:32:22,040
It will replenish it with the fresh gas, okay?

490
00:32:22,040 --> 00:32:24,160
It'll cleanse it as it needs, okay?

491
00:32:24,160 --> 00:32:27,960
It will top it up with the oil, the right amount of oil it needs to do.

492
00:32:27,960 --> 00:32:29,840
It crushes tests the system there.

493
00:32:30,080 --> 00:32:33,360
It'll put that leak detecting diant, depending on what system you have

494
00:32:33,360 --> 00:32:36,160
and more importantly what country you're in.

495
00:32:36,160 --> 00:32:41,040
It's good profit opportunity because from efficiency point of view,

496
00:32:41,040 --> 00:32:46,560
the technician can continue to do the rest of the service while it's doing its job.

497
00:32:46,560 --> 00:32:50,040
Now, the other bit is I'd look at incentives, okay?

498
00:32:50,040 --> 00:32:55,200
What incentives does your service advisor have for offering this?

499
00:32:55,280 --> 00:33:01,120
Is it part of, they get paid on the red and am work individually, okay?

500
00:33:01,120 --> 00:33:02,800
Is it part of the pot?

501
00:33:02,800 --> 00:33:07,520
Now, that's something that only you can decide but make sure there is incentive

502
00:33:07,520 --> 00:33:12,880
and the last thing, even more than incentive, measure it.

503
00:33:12,880 --> 00:33:16,880
Whatever gets measured, hence improve.

504
00:33:16,880 --> 00:33:20,320
Put a simple lead table in with your service advisors

505
00:33:20,320 --> 00:33:24,200
on how many air conditioning services they actually talk about.

506
00:33:24,200 --> 00:33:28,520
So, from start to finish, let's make sure we talk about on the pre-core.

507
00:33:28,520 --> 00:33:33,640
When they drop the car off, okay, let's sew the seeds on it or go for the sale on it.

508
00:33:33,640 --> 00:33:38,280
Make sure the technician mentions it in the video in the swap format.

509
00:33:38,280 --> 00:33:39,560
This is what I've seen.

510
00:33:39,560 --> 00:33:41,080
This is why it's occurred.

511
00:33:41,080 --> 00:33:45,880
There's the outcome if you don't do it and this is what I recommend or propose.

512
00:33:45,880 --> 00:33:47,400
Hence the swap there.

513
00:33:47,400 --> 00:33:51,560
The vehicle health check call, make sure we explain why it should be done

514
00:33:51,560 --> 00:33:57,800
and deal with the objections you're inevitably going to get as a service advisor.

515
00:33:57,800 --> 00:34:01,480
And when people say, no, I'll leave that air conditioning service, okay?

516
00:34:01,480 --> 00:34:06,760
Don't just say, okay, because if you just say, okay, without going through one of those

517
00:34:06,760 --> 00:34:10,680
objection handling techniques, you're telling the customer, you know what?

518
00:34:11,400 --> 00:34:13,480
I'm not even sure if it should be done.

519
00:34:14,280 --> 00:34:15,320
And then, you know what?

520
00:34:15,320 --> 00:34:17,880
We just have issues in the start of summer.

521
00:34:17,880 --> 00:34:23,080
And by the way, I'm recording this at the moment where it's sweltering hot, okay?

522
00:34:23,080 --> 00:34:25,800
We've had a heat wave in the UK, which is lovely.

523
00:34:25,800 --> 00:34:28,760
As an Aussie living in the UK, I'm not going to complain about it.

524
00:34:28,760 --> 00:34:31,480
But so many times customers come in and say, hey, it's not working.

525
00:34:31,480 --> 00:34:32,680
Air conditioning is not working.

526
00:34:33,480 --> 00:34:37,880
I always go back and have a look at when was it serviced and it wasn't.

527
00:34:38,520 --> 00:34:40,600
And that's now a diagnostic issue.

528
00:34:40,600 --> 00:34:43,400
It's not a servicing of what we should do.

529
00:34:44,120 --> 00:34:48,520
Now, again, we can actually put a thermometer in the air conditioning,

530
00:34:48,520 --> 00:34:50,600
what temperatures come back down to, okay?

531
00:34:50,600 --> 00:34:51,800
And see if it needs it or not.

532
00:34:51,800 --> 00:34:54,760
There's so many different things that your manufacturer might recommend.

533
00:34:54,760 --> 00:34:58,200
So still do what your manufacturer recommends.

534
00:34:58,200 --> 00:35:01,720
But most of them recommend every two years, okay?

535
00:35:01,720 --> 00:35:05,800
Make sure that everyone in the business understands why it should be done

536
00:35:05,800 --> 00:35:07,000
and the importance of it.

537
00:35:07,960 --> 00:35:12,040
Anyway, listen, this is a, this whole module, okay?

538
00:35:12,600 --> 00:35:13,640
Reach out to me, okay?

539
00:35:13,640 --> 00:35:14,600
Walk from start to finish.

540
00:35:14,600 --> 00:35:17,720
We'll talk about how to implement it in your business, okay?

541
00:35:17,720 --> 00:35:20,840
And how you can actually get a quick win on this.

542
00:35:22,200 --> 00:35:24,120
And we'll talk about something else next time.

543
00:35:24,120 --> 00:35:25,240
We want to talk about tires.

544
00:35:25,240 --> 00:35:27,400
If you want to get into the tyre business, want to help.

545
00:35:28,520 --> 00:35:30,360
Anyway, that about does it for now.

546
00:35:30,360 --> 00:35:31,240
And I'll see you next time.

547
00:35:32,120 --> 00:35:35,160
That just leaves me to say that all details of this episode

548
00:35:35,160 --> 00:35:38,280
and other episodes on the selling in the motor trade

549
00:35:38,280 --> 00:35:42,360
can be found on our website Symcotraining.co.uk

550
00:35:42,920 --> 00:35:44,600
Go there to get a copy of our book,

551
00:35:44,600 --> 00:35:45,960
Words That Sell Cars.

552
00:35:46,600 --> 00:35:50,440
Go there to sign up to a free trial of our sales fitness

553
00:35:50,440 --> 00:35:52,120
online sales training program.

554
00:35:52,680 --> 00:35:55,160
Easiest way to get hold of me is Simon Bowkett

555
00:35:55,160 --> 00:35:55,880
through LinkedIn.