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Communication Musts
Develop a process in your dealership that requires
Managers to chat with customers that are waiting.
This practice is common in restaurants so managers
get involved with customer concerns while a chance
still exists to correct the situation. Then Management
should communicate operational issues with the staff
and develop processes to improve customer care and
satisfaction. When a customer complains about a 90
minute wait on an oil change there are at least 10
more that will never be back because of the same
concern. Management should walk through the
customer wait area and chat with at least three
customers per day asking how their visit is going.
Listen to your customers and take action to address
every concern. You will find definite patterns that will
provide valuable information to retain your customers.
Find out more....
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Greetings!
Today's customer demands consistent improvements
that require changes in our processes to retain
customers and increase satisfaction. This month let's
look at a few ways to build our repair order counts and
prosper in these challenging times. With
manufactures reducing warranty costs and service
interval recommendations we must aggressively seek
car counts internally.
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| Parts Pricing |
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Parts department pricing policies should be looked at
as a tool to remain competitive with independent
repair shops. When a customer receives a quote of
$800 on a replace rotors and brake pads they might
call Midas to check what they would charge. Needless
to say when the quote is $450 they will question the
integrity of your shop. The Midas quote would be for
China import aftermarket parts and it might shock you
where your parts were made. Today's marketplace
demands high customer retention with integrity and
treatment at the top of our customer's concerns. It is
understandable extra effort is required to check
aftermarket pricing on parts estimates however this
change must be considered on competitive labor
operations. A fight is in place to take your customer
pay work after the warranty expires and it is time
dealerships develop processes to win.
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Read on... |
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| Building Repair Order Counts |
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The days of opening the doors and handling the rush
are behind us and effort must be given to develop
repair order counts. Use your customer data and
implement processes to fill the schedule. The best
practice is to monitor the schedule several times a
day looking at tomorrows needs. Inform the staff of
additional counts needed and monitor the progress.
Customer contacts should be mandated for every
advisor for a count of at least 15 per day. Review
customer's history and check for open recalls
providing a reason to contact them. Have they
declined repairs or had a bad experience during their
last visit? Develop improved repair count tomorrow
with a solid effort today installing the right process for
customer care.
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Read on... |
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| Win Now Promotion |
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$500 discount for new dealerships that desire to
improve their fixed operations. Call Jeff Katz for more
information at 601-942-2342
Learn More
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