The TO and Declined Work
Customers are leaving with failed items. This book gives every manager ten steps to make the consequence visible before the car leaves the lot, and gives every advisor the words to hand off a "no."
Twelve chapters. Ten steps. One young advisor.
Miles Carter freezes when a customer says "I'll think about it." Stephanie Keyes shows him the TO, then makes him run it himself. By the last page, so can your team.
- A comic opens every chapter, and every comic plays on your phone.
- The Language: the exact words, including LEAD and cost and consequence.
- The objections chapter: a dozen real objections, each with its own scene.
- Monday: one thing to do this week at the end of every chapter.
- The Parts Corner and the Collision Corner with Kit Binns and Maddie Denton.
- The Sale Starts at No
- Which Jobs Get TO'd · Steps 1–2
- Who, When and Where · Steps 3–4
- The Handoff · Step 5
- The Walk to the Counter · Step 6
- LEAD · Steps 7–8
- Cost and Consequence · Step 9
- The Objections · money, time, discount, my own mechanic
- Close the Loop: Declined Work · Step 10
- The Parts Counter TO · with Kit Binns
- The Collision TO · with Maddie Denton
- Monday Morning
The TO is the manager's last chance to make the consequence visible before a customer drives away on a failed item.
Every advisor in America has heard it. "No thanks. I'll think about it." The advisor says "okay," prints the invoice, and the car leaves the lot with two millimeters of brake pad on the front axle. Nobody stops it. Nobody even knows it happened.
That is not a customer problem. That is a process problem.
Do the math
Write down your closing ratio on failed items. Now subtract it from 100. What's left is the percentage of your customers driving around on failed items right now.
"If I hear you correctly…"
"If I were in your shoes, I would probably feel the exact same way."
"May I ask you a question?"
"Are you aware of the consequence of waiting?"
Pull last week's repair orders. Count every failed item that left the lot. That number is your first TO list.