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Automotive services are selling themselves. For customers, it is not whether to service a car; it is about where to service a car. Customers have great choices about where to service their cars. Quality parts and work are no longer a rarity and most dealers offer similar pricing. Yet, when customers are shopping for a dealership, they consider where they could gain the most for their dollar. This is where meeting customers’ relational needs becomes most important. Meeting customers’ relational needs will make a service advisor different from competitive service advisors.

Service advisors and dealers that take a relational approach to sales and services processes will generate the most repeat business and referrals. A traditional negotiation style of sales and service focuses on giving a sales speech to make a sale today without thinking of consequences for tomorrow. However, a relational approach to sales and service focuses on building long lasting relationships by meeting each customer’s emotional needs. Customers come for the service but they will come back for the experience.

A relational approach to sales and service focuses on helping customers feel welcomed , understood , and safe , which is much easier said than done. Managers would ask their service advisors to smile more, walk their customers to the desired destination rather than pointing a direction, and say positive phrases like, “Thank you for your service,” and “My pleasure.” These are all great ways to introduce positive relationships. Yet, those methods are superficial because customers know right the way if you are truly glad to see them or if you are putting on a show. False excitement will only push your customers away if you and your dealership do not look ethical or trustworthy.

Customers buy from people they like. But even more, customers buy from people who can help them feel welcomed, safe, and understood. It is very difficult to put a price tag on feeling welcomed, safe, and understood. Many individuals wish to skip family reunion events because some of their family members do not seem to understand their lifestyle, or they know that the only reason they are welcomed to their parents-in-law’s house is because they are married to their daughter but those in-laws really do not want them there. For me, for example, going to the dentist is always a struggle. No matter how well I know my dentist, I just cannot feel safe and comfortable.

What does helping customers feel welcomed, safe, and understood in the service drive look like, and how can you achieve this?

  1. Help customers feel welcome .

Nothing helps people feel welcomed more than being present and attentive to them. And not only when customers are complaining and asking for something, but consistently. A true story: a marriage and family therapist saw a client with whom she worked on some relational challenges in the client’s life. She used different therapeutic techniques and methods to help her client and when the customer successfully declared he had achieved his goal, the therapist asked what was most helpful to him. The customer answered, “You looked me in the eye and smiled.” Yes, that is it.

Looking people in their eyes, calling them by their name, and remembering their stories are all powerful messages that make your customer feel noticed and welcomed. By doing this, you are showing your customer that you care and you value them. Asking questions is another powerful way to help customers feel welcomed. Ask questions about their needs and concerns. When you are asking questions, you are saying, “I see more than what you are telling me. I am the expert, you can rely on me.” Most importantly: slow down. Listening attentively is enough. Listening is the most powerful form of influence. Your customers will feel appreciated, comfortable, and visible, which is not a small thing.

  1. Help customers feel safe .

When a customer meets with a service advisor, they are looking for the answer to the following questions: Are you for me or are you against me? Can I trust you? Are you on my side? Do you truly care about me and my needs, or do you see me as a number? Are you just saying, “my pleasure” with your verbal language, but your body language gives me different messages?

The best way to help your customer feel safe is by being authentic, by being yourself. People know when you are fake. If you are busy, tell them that you are busy. If you are tired, tell them that you had a long day. Your inability to be fully present with customers will show. Be honest about your work situation. At least this way, your customer will know why you are not fully attentive to them and not take it personally.

Additionally, people want to go to the service advisor who is popular. This is because your popularity shows the customer that you are good. However, this does not give you permission to completely ignore your customer. Keep checking with them and make them feel visible. In the same way, if you are happy, share with them your happiness. If you do not know something, tell them, “Let me find out.” In other words: be you. Do not try to be someone you are not.

  1. Help customers feel understood .

To help your customer feel understood, listen to what the person is telling you and try to reflect this back to them as best as you can. For instance, if the person told you about their broken car, which they drove for only two years and hoped that it will run much longer before any major problems, tell them how difficult and unexpected it must be. For a person who has a car they like, tell them how excited you are for them.

Helping your customers feel welcomed, safe, and understood is a relational approach to the sales and service process. It will bring comfort and convenience to your customers. A service advisor who brings comfort and convenience will generate the highest customer retention and get the most referrals.

Author: Dr. Katia Tikhonravova, Ph.D., LMFT

Dr. Katia Tikhonravova, Ph.D., LMFT is a business and relationships coach who specializes in automotive sales and service relationships. She is an owner of Corporation Clinic. EMAIL: [email protected]

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In a Fast World, Think Slowly
February 27, 2013
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One week before delivering the final manuscript of my book, PrimigiHightop trainers nero LNzpfVa
, I came to a disturbing realization. There were 38 stories in the book, but only seven were about women.

Jill Logan, an employee helping me get the final product out the door, noticed it. I was stunned. My first reaction was That can’t be true . I walked over to the whiteboard listing each story and counted them myself: Seven out of 38. She was right.

I looked at Jill and said, “How in the world did this happen!?” I had run that group of stories through so many filters to ensure I was capturing everything in a balanced way — age, size of company, industry, geography. How did I not keep a closer eye on gender? Only 18% of the stories involved women. I felt embarrassed. I thought to myself, “I, of all men, should have caught that.” More than half of my leadership consulting clients over the last decade have been women. Furthermore, twenty years ago, my mother, a PhD in Organizational Psychology, had written a 454-page dissertation titled On Being a Bright and Ambitious Woman — which was, in essence, about women taking risks in business.

After berating myself for 30 minutes, I got genuinely curious. I wanted to answer the rhetorical question I had asked Jill. Really, how in the world did this happen?

I started by looking at the original network of people I had contacted to source the stories: seventy-eight successful, intelligent, forward-thinking men and women. I thought that perhaps I had introduced the bias from the start by contacting more men than women. Nope. The network actually contained more women than men, forty to thirty-eight.

Then I did my best to recreate the universe of potential stories that the network generated. I counted 129. I quickly realized that this is where the imbalance started. Only 47 of the stories (36%) contained women. When I had asked my initial question — “Who, from your personal networks, would you consider smart, successful risk takers?” — two-to-one, more men than women had come to mind, even though the responding group was more female than male.

Opinion on Polyaminopropyl Biguanide (PHMB) - Submission III

Link to opinion U. Bernauer, L. Bodin, L. Celleno, Q. Chaudhry, P. Coenraads (Chairperson), M. Dusinska, J. Duus-Johansen, J. Ezendam, C.L. Galli, B. Granum, E. Panteri, V. Rogiers (Rapporteur), C. Rousselle, M. Stępnik, T. Vanhaecke, S. Wijnhoven [email protected] European Commission SCCS/1581/16 7 April 2017

Conclusion of the opinion:

In the previous opinion, the SCCS stated that the Polyaminopropyl Biguanide (PHMB) is not safe up to maximal concentration of 0.3%. The safe use could be based on a lower use concentration and/or restrictions with regard to cosmetic products' categories. In order to ensure the safe use of PHMB at a lower concentration than 0.3%, the applicant presented new dermal absorption studies on additional representative cosmetic formulations.Based on the data provided, the SCCS is of the opinion that the use of Polyaminopropyl Biguanide (PHMB) as a preservative in all cosmetic products up to 0.1% is safe.

Not applicable.

As no new safety data on inhalation is available on PHMB, its use in sprayable formulations is not advised.



SCCS, scientific opinion, Polyaminopropyl Biguanide (PHMB), Regulation 1223/2009, CAS 32289-58-0 / 27083-27-8 / 28757-47-3 / 133029-32-0, EC: 608-723-9 and 608-042-7

Opinion to be cited as:

Opinion to be cited as: SCCS (Scientific Committee on Consumer Safety), Opinion on Polyaminopropyl Biguanide (PHMB) - Submission III, SCCS/1581/16, 7 April 2017.


Ethylzingerone – ‘Hydroxyethoxyphenyl Butanone’ (HEPB) (Cosmetics Europe No P98) Abstract

SCCS/1582/16 - 23 December 2016 - Final version of 7 April 2017

Opinion on Ethylzingerone – ‘Hydroxyethoxyphenyl Butanone’ (HEPB) (Cosmetics Europe No P98)

Link to opinion U. Bernauer (Rapporteur), L. Bodin, L. Celleno, Q. Chaudhry, P. Coenraads (Chairperson), M. Dusinska, J. Duus-Johansen, J. Ezendam, C.L. Galli, B. Granum, E. Panteri, V. Rogiers, C. Rousselle, M. Stępnik, T. Vanhaecke, S. Wijnhoven J. van Benthem, G.H. Degen [email protected] European Commission SCCS/1582/16 7 April 2017

Conclusion of the opinion:

Based on the information provided by the applicant, the use of Hydroxyethoxyphenyl Butanone (HEPB) as a cosmetic preservative in rinse-off, oral care and leave-on cosmetic products with a maximum concentration of 2.0 % under an aggregate exposure scenario for cosmetics is not considered safe.It is of note that a maximum concentration of 2.0 % under an aggregate exposure scenario for cosmetics could be considered safe if more reliable and supporting data on in vitro dermal penetration was provided.

Based on the information provided by the applicant, a maximum concentration of 0.7 % of Hydroxyethoxyphenyl Butanone (HEPB) as a cosmetic preservative in rinse-off, oral care and leave-on cosmetic products can be considered safe.

The SCCS is aware that Hydroxyethoxyphenyl Butanone (HEPB) is also used as skin conditioning agent. According to the Cosmetics Regulation 1223/2009 a substance authorised as preservative at specific conditions of use (e.g. maximum concentration) can only be used for other purposes at the same conditions of use set up for the preservative function. In the specific case of Ethylzingerone, this substance cannot be used as conditioning agent at concentrations higher than that one authorised for the preservative function.


SCCS, scientific opinion, Ethylzingerone - ‘Hydroxyethoxyphenyl Butanone’ (HEPB) - Cosmetics Europe No P98, Regulation 1223/2009, CAS 569646-79-3

Opinion to be cited as:

Opinion to be cited as: SCCS (Scientific Committee on Consumer Safety), Opinion on Ethylzingerone - ‘Hydroxyethoxyphenyl Butanone’ (HEPB) - Cosmetics Europe No P98, SCCS/1582/16, 7 April 2017.


preservative EcoG+ Abstract

SCCS/1577/16 - 16 March 2016 - Final version of 6 October 2016

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The Confidential Assets feature of Elements blockchain platform allows competing parties to interact within the same blockchain without revealing crucial information to each other, such as the asset identities and quantities transferred in a given period.

This is a simple demonstration showing a scenario where a coffee shop (Dave the merchant) charges a customer (Alice) for coffee using a given type of asset, which the customer does not presently hold. To facilitate the purchase, the customer makes use of a point exchange system (Charlie) to convert one of their other assets into the one Dave accepts.

Bob is a competitor trying to gather info about Dave's sales. Due to the CT/CA feature of Elements, the idea is that he will not see anything useful at all by processing transactions on the blockchain.



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