State-of-the-Industry Ideas and Techniques Proven to Advance Performance.
Our personal experience in coaching fixed operations professionals gives us unique perspective. We work with service operations that range from 3 technicians to more than 150 technicians. Our client list spans the industry from individually owned dealerships to large, private, and publicly held operations. We serve as project managers with most of the major OEM brands.
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
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?
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?
