What should a service consultant do when a potential customer expresses concern about an estimate from another shop?

When a potential customer expresses concern about an estimate from another shop, showing concern for their situation and offering an appointment for a second opinion is essential for building trust and rapport. Acknowledging their worries demonstrates empathy, which is a crucial aspect of customer service. By suggesting a second opinion, the service consultant allows the customer to feel heard and valued, while also creating an opportunity to showcase the competence and reliability of their own shop's services without overtly criticizing the work of the competitor.

This approach not only addresses the customer's immediate concern but also helps in establishing a long-term relationship; customers are more likely to return to a service provider that listens to their needs and treats them with respect. Providing a comforting, supportive environment can significantly enhance customer satisfaction and loyalty. Offering this option also indicates confidence in the shop's ability to perform quality work, encouraging customers to consider their services without feeling pressured.