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Special Ordered Parts
There are many techniques dealerships use to handle special ordered parts. I've seen the card mailing program combined with Advisors contacting everyone after the part arrives. It should be no mystery many advisors fall behind on these contacts and the parts are left to accumulate over time. The best practice I have seen in handling special order parts is to make a comeback appointment at the time the customer picks up the vehicle. This way the only customers that need contacted will be the ones where the parts are on backorder. This is far fewer than contacting every customer on every special order part and will save time for everyone concerned. It is important however those appointments are checked the day before they show up to be sure their parts are in stock. Many customers are lost because the dealership has a poor process and the customer waits weeks or months to hear their parts have arrived. When they finally break down and call the dealership they here "Your parts were here but we sent them back because you never came back in." Another one bites the dust!
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Greetings!
Dealerships will spend thousands of dollars in advertising bring in new customers on low margin labor operations such as oil changes. This month let's look at the placing the focus on retaining the customer by providing excellent concern and care for them.
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| No Time to Do It Right |
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I feel fortunate to see so many different dealerships and how they do business. One of the things I hear often is the staff doesn't have the time to perform processes correctly. The reality is without the right processes so much time is wasted with no way to place the cost of doing business that way. The advisors scramble to put out the latest fire pulling a technician off this job to work on that job. They feel the battle of their job is to act like a fireman and constantly put out fires. It's like a dog chasing their tail only to find even when they go faster it is never caught. The customer in all of this is inconvenienced by the lack of disciplines and processes and generally doesn't keep coming back to the dealership for service. They can be inconvenienced anywhere so they hit the road looking for a repair facility that simply will do it right. Why would take over 1.5 hours to have a customer waiting on their oil changed to be completed? Does your shop time service to check customer wait times? Do you have a system that performs follow up contacts with the customer to see how your dealership performed? The customer must feel cared for the moment they arrive and if the staff fails to meet that expectation you will lose the customer. It won't matter how low cost your oil change is if your customers feel abused by your processes and how long they wait to be serviced. Would your staff say they don't have the time to do it right?
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| DVD $50 Dollar Cash Card |
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Order our Advisor or Technician training DVD by the end of July and receive a $50.00 cash card for every DVD ordered. Train your staff with real life processes to keep you customers and improve their quality of life at the same time. Visit our web site at www.fixedperformance.com and check out a few clips from our Technician DVD. Order now and find out why this training has been so successful and has shipped internationally!
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Read on... |
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