What does it mean? Simply stated, it means that if a customer calls on a Friday afternoon at 4:00 and asks for an oil change, you say, “certainly, let’s get it here and we’ll take care of it”. Or a customer calls mid-week around 3:00 asking for a brake job and an oil change, “bring it down and let’s get started”. Yes, there needs to be additional conversation after that building a relationship if it is a new customer, but these are just a few types of responses that could be considered “YES” responses. What they leave the caller with is a positive feeling and a happy subconscious thought about us because it was a positive response. The polar opposite to these customer questions would be something like, “this late on a Friday afternoon…….well……no……I just can’t get to it this late”, or “NO, we won’t be able to finish brakes and an oil change by the end of the day ... read more