Scott Wilshire
Management Services Committee Member
United Industrial Group
Every motor service center has faced the same moment: a customer drops off a motor and asks, “Can you fix it?” Most customers come to us expecting to hear, “Yes, we can fix it.” Sometimes the right answer is “You may be better off replacing this motor,” but the way we deliver that message can either strengthen the relationship—or damage it.
In some cases, replacement is not an option if the motor is obsolete or replacement with a current model would create a cascade effect of requiring other changes that the customer is unwilling to make. In these cases, replacement is not viable, and repair is the correct path. The real skill lies in helping the customer choose the option that serves them best, even when that means recommending replacement. This interaction is a key step in solidifying the coveted “trusted advisor” role with the customer.
The conversation should be built on facts, not feelings. Customers respect recommendations that are based on clear, technical, logical and economic reasoning. A simple framework helps keep the discussion professional instead of emotional.
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