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Table of Contents

White Glove Personal Service...................................................................................................................2

Differentiation............................................................................................................................................2

Basic Courtesy.......................................................................................................................................2

Mind Your Image...................................................................................................................................3

The Trust Factors...................................................................................................................................3

Explain why we're different..............................................................................................................3

How to Explain the Concepts.....................................................................................................................4

Man from Mars Approach.....................................................................................................................4

The Relationship........................................................................................................................................5

You Are the Service...............................................................................................................................6

Don't Overwhelm Them........................................................................................................................6

"I'm Not Done Yet!"..............................................................................................................................6

Gauge their needs..................................................................................................................................6

Figure out what they actually need........................................................................................................7

Selling Parts...............................................................................................................................................7

No Upselling, No Quotas......................................................................................................................8

Repair or Replace?................................................................................................................................8

Used Parts..............................................................................................................................................8

Refunds..................................................................................................................................................8

Challenges You'll Encounter......................................................................................................................9

Obsession with Familiarity....................................................................................................................9

Checkmarks, Happy Faces....................................................................................................................9

Impatience...........................................................................................................................................10

Working Miracles................................................................................................................................10

Non-Compliant Patients......................................................................................................................11

Eternal Skeptics...................................................................................................................................11

IVONs.................................................................................................................................................12

Who they're mad at..............................................................................................................................12

Permanent Dependency Forever.........................................................................................................12

Forced Dependency.............................................................................................................................12

Free Surgery over the Phone...............................................................................................................13

It's much easier to scam to someone than it is to convince them that they've been scammed............13

"Shoulda Known Better".....................................................................................................................13

Techniques for Success............................................................................................................................13

It's all in how you word things............................................................................................................13

Hugely Important: Have Healthy Boundaries.....................................................................................14

Avoiding Rabbit Holes........................................................................................................................14

Wallpaper = Familiarity.......................................................................................................................15

If You Get Stuck..................................................................................................................................15

Country Roads, Take Me Home.....................................................................................................15

Redirecting the Energy.............................................................................................................................15

Most Important Thing Ever: The Matador Method.............................................................................15"I'll give you a choice...".....................................................................................................................16

Badmouthing the Competition vs The Kenley Method.......................................................................16

Value Perception..................................................................................................................................17