Savvy sales professionals always focus on one customer's concern and one only. After solving this person's problem(s), they proceed to the next customer or caller.
Successful owners and managers of automotive service facilities have stressed that handling one problem at a time makes dollars and sense because it improves customer relations. This fundamental method works because many employees are not natural multi-taskers — nor are they inclined to learn that skill.
Generally speaking, workers perform much better when their bosses focus them on just one issue or task at a time. After all, completing the task correctly the first time is the ultimate goal.
Years ago, I heard grizzled old service managers assert that assigning too many simultaneous tasks challenged the concentration of some workers. In particular, they said, diluting a salesperson's concentration increased the risk of costly mistakes and embarrassing misstatements.
The same risks also occurred whenever an employee assumed too many challenges or obligations on their own.
Backtracking in order to correct mistakes is counterproductive because it consumes time that could be devoted to generating more income (selling tires, maintenance and repairs). The potential selling time per week is a limited rather than unlimited number — maximize that available time.
That's why handling one customer's or prospect's issue at a time may be the most profitable as well as the least stressful approach.
Eventually, old-timers taught me, needy motorists must get in line and wait their turn. Their perceived emergencies may not necessarily earn them immediate service at your repair facility — or anyone else's, for that matter.
What's more, service sales pros may not be able to convince every car owner to wait their turn. Don't let this outcome distract or discourage you. Instead, give memorably good service to the people you do convince to stay.