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
In Tracy’s session, you will learn how answering the phone – from before the phone rings to how the shop follows through with each interaction – affects the customer experience. Hear how real shops are answering the phone and fielding customer questions and walk away with best practices and scripts for raising the bar on your business through the power of mystery shopping. Find more education from SEMA online at
We hope this helps! Share this video with your colleagues and others in the repair community! To learn more about SCRS or to join as a member, visit