There’s no reason for service to fear CSI surveys if they are handled correctly How a manager reacts to surveys plays a huge role in determining the overall culture of customer satisfaction in our service department. Let’s say ten good …
The lean philosophies used to build cars can also be applied to servicing them. If done right, everyone wins. We sell time. In our service departments that’s what we sell, time. For every dollar of time we sell in service …
Keeping your techs busy will help boost service revenues and keep customers happier too We want to talk about a concept that is very important to us. It is in fact so important we wrote a book about it called …
Avoid the hot potato dispatching process that doesn’t work for anyone During our dealer visits and our own experiences, we have seen many ways of dispatching work to the technicians and apprentices. We want to reiterate what we mentioned during …
Express Service at dealerships often fails. Follow our advice for greater results We have, in previous columns, discussed appointments, being prepared for the customer’s arrival, and service reception. We thought this would be a good spot to introduce Express Service. …
A proper greeting process will boost your revenues Hopefully you were able to listen to some appointment phone calls. What did you learn? Did they go the way you expected them to? Was the ending of the call enough to …
Your customer’s journey begins with the Service Appointment Recently we were doing training in a boardroom on the second floor of a dealership that had a huge window overlooking the showroom floor and service reception. We had a discussion about …
Keep your service teams busy. It’s good for them and good for your bottom line. The top three greatest mysteries of human history; the Lost City of Atlantis, Stonehenge and of course Unapplied Time. That nasty number on the financial …
A little care, attention and praise can go a long way in boosting morale and retention. Finally, you have hired what seems to be the right person and they showed up on day one. Now what? Ask yourself what does …
