An Effective Active Delivery – Part 3

Some examples of effective active deliveries follow to help you choose a method or technique that you can adapt to your needs.

Examples

Example #1

The service advisor is located in close proximity to the service drive.  There is no porter employed, and the advisor conducts the cashiering for the customer.

Customer Notification (Step 3)

Charges are reviewed with the customer prior to pick-up. Method of payment is verified with the customer along with the total charges for the work performed. The service advisor explains to the customer that all paper work will be with the advisor and when the customer arrives they should see the advisor to retrieve their vehicle. The paper work can be kept at the advisor workstation. If the keys are not secured in a key locker they could be kept with the advisor.

Delivery of the Vehicle to the Customer (Step 4)

The service advisor greets the customer upon arrival at the dealership. Review of information is completed at this time if the customer was not contacted prior to arrival. The advisor asks the customer if they have any questions regarding their vehicle. The advisor handles collection of the payment/s for any charges incurred. The advisor would have his or her own cash drawer and a credit card machine, to be located in or near the advisor workstation. Once the advisor has secured payment, the advisor informs the customer that they may retrieve their vehicle and bring it to the service write-up area.

Thanking the Customers for Their Business (Step 5)

When the vehicle is brought to the write-up area, the advisor holds the vehicle door open for the customer. Any courtesy items such as seat covers and floor mats should be removed at this time. The advisor should shake hands with the customer when appropriate and sincerely thank them for their business, while offering the customer a business card. This may also be a good time to inform the customer of the next scheduled maintenance.

Example #2

The service advisor is located in close proximity to the service drive.  The cashier is not located in close proximity to the service department write-up desk.  There are no porters, and the customer must see the cashier for payment.

Customer Notification (Step 3)

Charges are reviewed with the customer prior to pick-up. Method of payment is verified with the customer, as well as the total charges for the work performed. The service advisor instructs the customer to “see me” when picking up the vehicle. The paperwork should be kept with the advisor. If the keys are not secured in a key locker, they should be kept with the service advisor.

Delivery of the Vehicle to the Customer (Step 4)

The service advisor greets the customer upon arrival at the dealership. Review of information is completed at this time if the customer was not contacted prior to arrival. The service advisor asks the customer if they have any questions regarding their vehicle. The service advisor then escorts the customer to the cashier, along with their paperwork, to secure payment of any charges. The service advisor informs the customer that he or she (the service advisor) will retrieve the vehicle and bring it to the service write-up area. The advisor proceeds to retrieve the customer’s vehicle. If there are no charges on the vehicle there is no need to take the customer to the cashier. The paperwork can be taken care of later, after the customer has departed. If there are charges, the advisor informs the customer that he or she (the service advisor) will bring the vehicle to the service drive.

Thanking the Customers for Their Business (Step 5)

When the vehicle is brought to the write-up area, the advisor holds the vehicle door open for the customer. Any courtesy items such as seat covers and floor mats should be removed at this time. The service advisor should shake hands with the customer when appropriate and sincerely thank them for their business, while offering the customer a business card. This may also be a good time to inform the customer of the next scheduled maintenance.

Example #3

The service advisor is located in close proximity to the service drive.  The cashier is not located in close proximity to the service department write-up desk.  A porter is available.  The customer must see the cashier for payment.

Customer Notification (Step 3)

Charges are reviewed with the customer prior to pick-up. Method of payment is verified with the customer, as well as the total charges for the work performed. The advisor instructs the customer to “see me” when picking up their vehicle. The paperwork should be kept with the service advisor. If the keys are not secured in a key locker, they should be kept with the service advisor.

Delivery of the Vehicle to the Customer (Step 4)

The service advisor greets the customer upon arrival at the dealership. Review of information is completed at this time if the customer was not contacted prior to arrival. The advisor asks the customer if they have any questions regarding their vehicle. The advisor then escorts the customer, with the appropriate paperwork, to the cashier. The service advisor explains to the customer that their vehicle will be brought to the service write-up area. The porter remains in the service write-up area during periods of the day when the majority of the customer vehicle pick-ups are occurring. In many stores this would be late in the afternoon. However, if the porter is not able to remain in the write-up area during this time, the porter should be readily available via page. The porter is given the keys and instructed to bring the vehicle to the service write-up area.

Thanking the Customers for Their Business (Step 5)

Once the vehicle is in the write-up area, the service advisor should remain near the vehicle until the customer returns to the vehicle. Once the customer arrives at the vehicle, the courtesy items, such as seat covers or floor mats, should be removed from the vehicle. The service advisor should shake hands with the customer when appropriate and sincerely thank them for their business, while offering the customer a business card. This may also be a good time to inform the customer of the next scheduled maintenance.

Example #4

The service advisor and cashier are located in close proximity to the service drive. The porter is available and the customer must see the cashier for payment.

Customer Notification (Step 3)

Charges are reviewed with the customer prior to pick-up. Method of payment is verified with the customer, as well as the total charges for the work performed. The advisor instructs the customer to “see me” when picking up their vehicle. When the advisor and the cashier are located close to one another, it may be feasible to keep the paper work and the keys with the cashier. However, it is advisable to keep the paperwork with the service advisor. The customer, to access the paperwork, has to see the advisor when they pick up their vehicle. Regardless of which method you employ, the customer still needs to go to the advisor upon arrival at the dealership.

Delivery of the Vehicle to the Customer (Step 4)

The service advisor greets the customer upon arrival at the dealership. Review of information is completed at this time if the customer was not be contacted prior to arrival. The service advisor asks the customer if they have any questions regarding their vehicle. If the service advisor has the paperwork he/she takes the customer to the cashier. If the cashier has the paperwork, the service advisor still takes the customer to the cashier. The service advisor locates the porter and has the customer’s vehicle brought to the service write-up area. The service advisor remains with the customer until the vehicle is delivered. Upon arrival of the porter with the customer’s vehicle, the porter should remove the courtesy items, such as seat covers and floor mats, from the vehicle. This should be done in front of the customer whenever possible. The service advisor walks the customer to the vehicle, sincerely thanks the customer for their business, and shakes the customer’s hand when appropriate. This may also be a good time to inform the customer of their next scheduled maintenance.

Example #5

The service advisor is distantly removed from the service drive.  The porter is available and the cashier must see the cashier for payment.

Customer Notification (Step 3)

The service advisor should have a copy of the completed invoice at his/her desk. The service advisor then contacts the customer to inform them that the vehicle is completed. The service advisor asks the customer if this is a convenient time to review the completed services. If “Yes”, the service advisor completely reviews services and explains total charges for the work performed. The method of payment is then verified. If “No”, the service advisor should inform the customer that they will review the work performed upon arrival. The service advisor asks the customer to please see them personally upon arrival (note: the same arrangements to meet are made when the vehicle is brought to the dealership).

Delivery of the Vehicle to the Customer (Step 4)

The service advisor greets the customer upon arrival at the dealership. Review of any information is completed if the customer could not be contacted prior to arrival. The porter is paged to retrieve the vehicle and deliver it to the service write-up area. The keys are delivered to the cashier’s office. At this time, the customer is escorted to the cashier, taking along any paperwork necessary for the transaction.

Thanking the Customers for Their Business (Step 5)

After accompanying the customer to the cashier, the service advisor asks if there are any further questions regarding the repair and genuinely thanks the customer for their business. The service advisor should wait while the customer completes the transaction with the cashier and reviews any applicable factory customer survey sample that may pertain to any warranty work that was performed (according to the Policies and Procedures established by management and the manufacturer).  Escorting the customer to their vehicle, the service advisor asks the customer “Is there anything else I can do for you today?” in a genuine manner, with a smile. Thanking the customer again, the service advisor helps the customer into their vehicle. The service advisor should remind the customer of their next recommended maintenance interval, and inform the customer that they will be reminded by whatever service reminder process that the dealership is utilizing.

  1.  Conclusion

Active delivery is a process that is developed for each dealership, taking into consideration those aspects specific to that dealership, such as the personnel available, the facility layout, and the assignment of responsibilities for tasks related to the process. Many variations will exist; however, the customer will remain the primary focus. The service advisor and his/her commitment to the customer are paramount to the success of this process.

Written by David Dietrich

This is Part 3 in a three-part article. (view Part 1)   (view Part 2)

About the Author