Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?

Every dealer seems to have a different process when it comes to greeting their service customers in the lane. Some would like you to just come inside, others may want you to stay with your vehicle.…

Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?

Every dealer seems to have a different process when it comes to greeting their service customers in the lane. Some would like you to just come inside, others may want you to stay with your vehicle.…

We all get that pit in our stomach when a big job finally comes to a full diagnosis. The customer is either going to tell you to go ahead with the job, tell you that you’re crazy and they’ll take their car, or some vague grey area in between. The goal of course is always to work to get the job sold and the car fixed. But how do you present the issue…

Ohhh the dreaded transferred call. There are many times in business that streamlining a process is the best for the business and for the customer. But there are sometimes it is just not the case.

This is where the separation of Parts and Service comes in. I have mentioned how the parts department is its own animal in other posts, but I need to really drive it home here. The parts department is like a dictionary for everything brand “X” is. There are so many moving pieces and…