My dad used to drill the notion of automotive maintenance into my head. “Get that oil changed every 3,000 miles!” he’d say. It wasn’t just the oil, he insisted I get a transmission service every 3,000 miles and, because we lived in upstate New York, he also insisted on mandatory upkeep of the cooling system. The brakes? Fuh-getta-bout-it! That was actually the part of the state’s annual safety inspection. (Yes, even testing of the brake fluid.)
However, no one ever said a thing about the climate control system. We just accepted the fact that it stunk. Our solution? Go buy a handful of car fresheners!
The Scary Side of Climate Control System Neglect
As a kid, I suffered from asthma. I had no idea what the inside of my 1969 Pontiac Catalina was doing to me or that it was contributing so much to my ailment.
Today, I am one of the millions who suffer from COPD (Chronic Obstructive Pulmonary Disease). Because of that, I am the poster child for mold, mildew, bacteria, and allergens. In a matter of minutes, my breathing becomes restricted, my eyes burn and water, and my throat feels scratchy enough to affect my voice.
- Restrictive breathing
- Burning eyes
- Irritated throat
Busted Myth: BG Climate Control Service is a "Seasonal Service"
We must respond to the demand for colder, cleaner air as vehicle owners are turning on that A/C.
In the summertime, you have allergens and humidity… but what about autumn? Have you ever noticed where all the dried-up leaves end up? Sucked right up against the “fresh air” vents.
How to Present BG Climate Control Service
1. Customer – All customers want cleaner air and a better smelling cabin. Customers can’t smell a replaced cabin filter, but if it’s sprayed with BG Frigi-Fresh®, they know something’s been done. It’s like the Febreze effect. With this service, the cabin is a much healthier (and better smelling) environment.
- Service/Parts Manager – For the Service Manager, this service is worthwhile and can be packaged for different levels.
- Frigi-Fresh® with cabin air filter
- Evaporator Service
- Refrigerant 704
3. Technician – This is a quick service that provides enormous value to customers. Our products enable technicians to provide a service that the end user will benefit from (need to say something about how the technicians benefit without being crass about profit).
4. Advisor – Advisors get paid on both parts and labor. I always set up contests to get everyone excited and talking about the service. (expand? Say something else? How else does it benefit the advisor?)
Training is Important!
Now that you have everyone ready and fired up, TRAIN, TRAIN, TRAIN!
Here’s a starting point for your advisors. Just have them ask EVERY customer EVERY time:
“Mr./Mrs. Jones, did you get a musty smell when you started your car this morning?”
Explain that, on the first startup, the blower just blew everything out into the air. When the vehicle sits overnight, things start growing again. It’s the perfect petri dish.
Example scenario: I install two services and present the Evap (BG Frigi-Clean®, PN 709, and BG Frigi-Fresh®, PN 708) with Cabin Filter (1.0 hr) first for the $179.95. If the customer says no, then the advisor has the “minor” Climate Service to fall back on, BG Frigi-Fresh®, PN 708, with the Cabin Filter (0.5 hr). Want to sell more BG Frigi-Quiet®, PN 702? Add that to the kits! Keeping A/C compressors lubricated is crucial. In Charlie Polston’s “When Preventive Maintenance Decreases, Catastrophic Failure Increases” for Digital Dealer, according to the AASA’s 2016 Replacement Rates of U.S. Automotive Parts, 9.3 million A/C compressors were replaced in 2014.
Example: Customer declined on the $179.95 Evap Service. Advisor replies, “That’s okay, we can just do the Minor Climate Service with a new cabin air filter and disinfectant.” Let the customer ask how much for this service.
One last, but very important thing, DO NOT call this an A/C Climate Service, especially if you don’t want this to be a seasonal service.
Last year, I was at a Ford store in the St. Louis area speaking with a frustrated advisor who could not sell any. I observed that on his next customer he asked if they would like the “BG A/C Climate Service.” BINGO! The customer assumed that meant the technician was going to recharge the A/C system so that it blows cold. It was winter! That’s not the benefit people care about in the middle of winter.
Teachable moment: I told him that instead of presenting the service, he should just ask the question:
“Mr./Mrs. Jones, did you get a musty smell when you started your car this morning?”
He sold five services by the end of the day! So now, here we are, in the dead of summer. Your shop should be selling the BG Climate Control Service. But when colder weather rolls around, your shops should STILL be selling the BG Climate Control Service. You can make sure they do.
Look at me, teaching others about the importance of automotive maintenance, just like my dear ol’ dad.