They pay your salary not me. Make them feel relaxed, comfortable and happy to be here. Treat them as you would wish to be treated. Always deal in an honest, straight forward manner with customers. Most problems are small and only get larger if let go or improperly managed.
Phones are to handled quickly, courteously and in a professional manner.
If that person can not be reached, ask what you can do to help them. I am available to speak with ypu or a customer any time, about anything, my direct telephone line is to be made available to every customer. Remember, we must all lead by example in matters of customer satisfaction. Whether it is cleaning up a car after we repair it, picking up trash when we see it or simply smiling and saying hello to one of our guests. Together as a team we can build a dealership we can be proud of and where customers will look forward to comming.