Service

Communication is the Key to Success

During my travels I have seen several stores that still only use “voice calls” as the primary way to communicate with their customers.  In this day and age I have found it harder and harder to answer my incoming phone calls.  If someone calls and I cannot answer the phone, they may or may not leave a message.  I wonder how much business or useful information I have lost because I was unable to answer… Communication is the Key to Success

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The Multi-Point Inspection: Why Is It Such An Issue?

In traveling all over the country I hear more negative comments about the Multi-Point Inspection (MPI) than anything else. Service Advisors don’t trust the technicians are doing them properly, technicians complain that they don’t “get paid” for them and if they do them the service advisors “won’t sell off them anyway.” The MPI is a great way to build a trusting relationship with the customer if they are presented properly and not used as strictly… The Multi-Point Inspection: Why Is It Such An Issue?

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What is your Quality Process?

When I ask Service Managers what their quality process is they look at me like I have two heads. After gathering their thoughts, they say, “All rechecks go through the Service Manager.”  Well this is too late. Fix it right scores are not just the Technician’s responsibility.  It starts with the appointment and continues through the follow-up process. What is our process before the vehicle comes back? During the appointment process when discussing the primary… What is your Quality Process?

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Do You Have a Goal? “Let’s Talk Production”

Technician Production Let’s imagine you take trip to a destination you have never been. You embark on this journey without any sense of the direction or even a map to show you how to get there. This same type of situation occurs in a large majority of service departments every day. The service staff shows up for work without any goals or narrative of what defines a good day. What is technician production? Technician production… Do You Have a Goal? “Let’s Talk Production”

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Why Do You Do, What You Do, The Way You Do It?

In my visits to our clients, there is an ongoing trend that over the last few years seems to have become more prevalent than ever. The introduction of new technologies, the complication of OEM requirements, the increased demands from customers, and the lack of Manager training all seem to be contributing to this as well. What is it? Well its complexity in our processes. Now don’t get me wrong! Our business is an extremely complex… Why Do You Do, What You Do, The Way You Do It?

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Building Relationships with Your Employees

Sometimes the simplest things are the hardest. People are people all over the country. We all want and need people in our lives that build us up. Who show us something new. Who can help us improve our current situation. We all strive for greatness every day in the things we do. We need and want encouragement for the daily things we do every day. This can be very important for employee morale. What I… Building Relationships with Your Employees

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