Service Managers/Advisers -You only get 1-2 opportunities to get face to face with your customers on a yearly basis!

 Your Customers come into your Service Department, once, twice or possibly three times a year, (if they drive a lot of miles!)

 

It's your ONLY OPPORTUNITY to get face to face with them! 

 

Let me repeat that...

 

IT'S THE ONLY OPPORTUNITY YOU MUST GET FACE TO FACE WITH THEM!!!

 

TAKE ADVANTAGE OF THIS OPPORTUNITY!!

 

Sure, you can call them or send them an email, send a text or a direct mail piece, but it's NOT THE SAME as getting face to face with them!

 

So, when you DO get face to face with them, what is your strategy to make sure that the Customer's expectation levels are exceeded?

 

 

Can you present all the goods, products or services, to the Customer, in a condensed and timely fashion?

 

You NEED to have the correct tools to ensure a GREAT Customer Experience!

 

 

Here are two discussion points to think about, on how to exceed your Customers expectation levels and make sure that they continue to come back to service their vehicle for every scheduled Factory recommended maintenance.

 

 1. Update the Customers contact information in the Service Drive!

 

 When the customer arrives in the Service Drive, the very first thing that should be done, is to update the customer contact record.

 

  1. Update the customers cell number

 

  1. Update the customers email address

 

  1. Update the customers home address

 

  1. Update if there are any "alternate phone numbers or email addresses" that can be added to the customer contact record

 

As I work with Dealerships across the Nation, all too often, the contact information is wrong! When either the Service Adviser or the BDC attempts to follow up with the Customer, there is no way to get ahold of them!

 

 

HAVING THE WRONG CUSTOMER INFORMATION HAPPENS A LOT MORE THAN YOU THINK!

 

How can you call them, text them, direct mail them or email them if you don't have the proper information!

 2. Implement the 300% rule for every customer!!

 

 

The 300% rule is:

 

  1. 100% of the Goods, Products or Services that the Dealership provides

 

  1. Presented to 100% of the Customers

 

  1. 100% of the time!

 

 

This is your opportunity to present/explain ALL the available options or products to the customer! 

 

Remember, you only get face to face with them on a limited basis!

 

The presentation should provide the customer with the options or products that would benefit them the most!

 

 

Such as:

 

Factory Recommended Services

Dealership Recommended Services

Previous Declined Services

Factory Recall Information

Maintenance Agreements

Extended Service Agreements

Accessories 

Hours of operation

Vehicle "Night drop" instructions

 

Remember, this is the ONLY chance you have, to get face to face with the customer!!

 

You’ll need the correct “Tools, Training and Knowledge” to ensure this happens with every single Customer that comes through your Service Drive!

 

Xtime Spectrum, is a full suite of products that not only enhance the Customer Experience, It also enhances the Employee Experience by making it a seamless process!

 

If you want to enhance the Customer Experience as well as the Employee Experience, come check out our full Spectrum of products!!

 

 

Please go to our website:

 

https://xtime.com

 

 

About the Author:

 

Jim Kristoff – Director of Sales - Xtime

James.Kristoff@CoxAutoInc.com

Cell – 727-858-7551

.

Views: 29

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

About

DealerELITE created this Ning Network.

Blog Posts

Personalized Chiropractic Care

Posted by Daniel Ross on April 20, 2018 at 6:02am 0 Comments

Over the last forty years, some patients have declared a partiality as to the gender of their handling chiropractor. Some patients have applied for a male chiropractor and some patients have requested a female chiropractor – frequently due to…

Continue

Get Secure and Reliable Car Title Loan Services

Posted by Simon Hopes on April 19, 2018 at 2:55pm 0 Comments

Cash is the most important part of every human being’s life. But, sometimes it is not available when you need more. At that time, the loan is the best option that can help you to solve problems. If you want emergency cash then,…

Continue

BLACK BOOK AND AUCTIONACCESS ANNOUNCE AUCTIONACCESS MOBILE PROMOTION

Posted by Black Book on April 19, 2018 at 1:44pm 0 Comments

Dealers using the new AuctionACCESS Mobile App will be eligible for discounted Black Book Digital…

Continue

Write Service Podcast: Episode 25- Key to Making an Extra 5-10% Income

Posted by Jeff Cowan on April 19, 2018 at 12:00pm 0 Comments

This week, Jeff discusses the key to making an extra 5-10% income: having a strong follow-up program! Don't allow yourself or your process to become automated, don't rely on one approach for everyone, and always remember that NOTHING exceeds…

Continue

de sponsor

Get Newsletter

dE Sponsor

© 2018   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service