Justine Picciotti's Posts - DealerELITE.net2024-03-29T14:14:47ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciottihttps://storage.ning.com/topology/rest/1.0/file/get/8660531873?profile=RESIZE_48X48&width=48&height=48&crop=1%3A1https://www.dealerelite.net/profiles/blog/feed?user=3l7qtriechqaj&xn_auth=noCreating Consumer Confidencetag:www.dealerelite.net,2022-01-31:5283893:BlogPost:13669182022-01-31T19:48:20.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
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<p>Consumer Confidence…</p>
<p> </p>
<p>Do you ever call an organization’s customer service line and hope that you get someone on the phone that is friendly and willing to walk you through the process? I know that when I make…</p>
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<p>Consumer Confidence…</p>
<p> </p>
<p>Do you ever call an organization’s customer service line and hope that you get someone on the phone that is friendly and willing to walk you through the process? I know that when I make that dreaded call, that I am always hoping for that to be the case. Most times, I’m calling an organization that I either don’t use all that often, or they usually work in the background for me and now I have an issue.</p>
<p> </p>
<p>We have all run into the customer service rep on the phone who is dreading picking up the phone to help you, and then cannot anyway and you get transferred around or must call back a few times to finally figure out your solution. That, of course, is no way to run a company and we all know it; however for some reason it still happens.</p>
<p> </p>
<p>Now let’s talk about cars. Why is it that when we call a great car dealership that the person helping on the phone seems like your personal assistant? How did they know you were going to ask that question? How great was it that they had the answers you needed and helped lead you to getting an appointment to seeing the car? Why do you feel like you just got what you thought was a 30-minute conversation done in 7 minutes? I know why, dealership phone training!</p>
<p> </p>
<p>Dealership Phone Training is a crucial part of a successful dealership. It provides the store associates with confidence and a process. We all know there are Customer Service agents out there that read through scripts when someone calls, and they don’t really listen when you speak; they just move to the next line of their script based on your quick answer, cough::<span> </span> (large satellite radio provider):: cough. We also know that you are just a number to them, and their end goal is to have you continue a subscription or service with them no matter what you may say. Dealerships know that their customers cannot be treated like a number. Dealership phone training provides them the skills and foresight to create a sales associate that yes, may use a script, but they still listen to their customers wants and needs.</p>
<p> </p>
<p>Dealership phone training is also more of a constant if done correctly. Thank you, automotive manufacturers, for always looking to give us the bigger, better and badder vehicle. It has kept us on our toes and really made us work for our sales. Consistent training both in product knowledge and on the phone is something that sets the great dealers apart from the rest. Their staff is up to date, knowledgeable and always learning from their previous customer encounters. Has the market changed? Great news, some dealership phone training offers live one on one conversations with coaches that assist with exactly that. How does the coach know how to make that adjustment? They have heard the same scenario 15 times already across the country and have created a process to help that associate pivot and move forward. They are also wiling to hold the associate responsible for making sure they are working towards the greater team goal.</p>
<p> </p>
<p>Do other industries do this, or do they simply claim to record calls so that they can cover themselves when it comes to potential legal issues? Just like professional athletes, the only way to stay at a great level of performance is to continue to train. Why is it that some industries forget this FACT? The players in the NFL didn’t get to where they are by hoping that their play book from high school will get them to the big show. They continue to grind out the process and work to correct tiny issues until they are performing perfectly. Dealership phone training does this as well. It provides the sales associate a “film” of their previous performance and points out positive and negative aspects that will lead the sales associate to a better performance on their next call. Dealership phone training also provides a one-on-one experience where the sales associate can sit down with their coach and ask questions, go over scenarios and even practice a few “plays” before getting back out onto the field to perform their best.<span> </span></p>
<p> </p>
<p>So how does dealership phone training help the customer then? We can talk about the sales associate all day, however what all this training comes down to is taking every opportunity someone is given and capitalizing on it. We all know business is a numbers game, and in today’s market it’s no different. Even if we don’t have inventory on the ground, dealership phone training helps you sell your associate and your dealership.</p>
<p> </p>
<p>We have all called our preferred retailer during the holiday rush for little Timmy’s must have Christmas list item and we get a burnt-out associate on the phone telling you, “No, that toy’s sold out”, they mouth breath into the phone waiting for your response before going “sorry” and hanging up. <span> </span>That leads to a frustrated customer. <span> </span>Great dealerships that implement dealership phone training, go above and beyond for every customer, working to provide them with as much information as they can. What does this do? It gives the customer confidence in the person that they are speaking with. It gives that customer confidence that the sales associate cares for their needs. It gives the sales associate a better shot at selling the car once one does come in because they cared enough to give information and explained the process on how things go from there. Not just a sad excuse for an answer and a “you can try other dealerships if you want” before the call ends. <br/><br/>These other organizations, and dealerships for that matter, need to learn that consistent phone training, like what is provided in great dealerships, is the ONLY way to go. You not only are working to create an employee that can handle both the phone and customers in front of them, but these employees are confident because they have a process that works. The right type of confidence in a sales associate, also builds confidence in a customer. That is what keeps them coming back. We should all want to work to get better at what we do; because at the end of the day, when we are better as a team, we all succeed. No NFL team got to the Super Bowl because the team didn’t play well together, and their fans hated them. They all work to improve their individual skills and processes to create a well-oiled unstoppable machine and a fan base that would stand behind them no matter what. It all starts with training (and ongoing coaching).</p>
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<p></p>Who is greeting your service customers in the Service Lane?tag:www.dealerelite.net,2021-06-04:5283893:BlogPost:13628762021-06-04T15:08:07.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
<p></p>
<p>Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?</p>
<p> </p>
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=original" rel="noopener" target="_blank"><img class="align-full" src="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=RESIZE_710x"></img></a></p>
<p></p>
<p>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.…</p>
<p></p>
<p>Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?</p>
<p> </p>
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=original" target="_blank" rel="noopener"><img src="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=RESIZE_710x" class="align-full"/></a></p>
<p></p>
<p>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. There is no right or wrong answer when it comes to process really because each store is unique. But which one is going to start the customer experience off on the right foot? Do you have the staff available to create a great experience from start to finish?</p>
<p> </p>
<p>The way I accomplished this, as a writer, was by greeting our customers each time at their vehicle. This sets a great first impression! We all love our lot attendants, however if they have never been an advisor or worked in customer service for that matter, they shouldn’t be the ones to answer any customer questions or address any customer concerns.</p>
<p> </p>
<p>Having an advisor greet the customer also ensures that there is less of a chance for miscommunication. I cannot count the number of times I have gone to check a customer out - the vehicle is out of the shop and ready to leave - and they ask about something that was not on the work order. This occurs because “they asked the guy in the lane” when they first arrived, and the information was never relayed. Part of taking the vehicle cradle to the grave is making sure that we communicate as clearly as possible with the customer. Having someone greet them that is not assertive enough to immediately let the customer know they cannot assist but the advisor they’re walking them to can is crucial.</p>
<p> </p>
<p>In a perfect world, the person that is handling the vehicle should be the one to greet the customer every time. In today’s world, NOTHING is perfect. So how do we ensure that we continue to provide excellent customer service and start the customer off on the right foot?</p>
<p> </p>
<p>It’s going to start with the service phone call when the appointment is made.<span> </span> When a customer calls the dealership, the person taking the appointment should give them a brief rundown of how the first few moments of the visit will go. They should also be taking the time to confirm that the customer details are correct in the system. When we take the time to lay the groundwork over the phone (if they call in and don’t make their appointment online) then we create an educated and confident customer. We should be letting them know who they are working with, confirm their appointment date and time and thank them for the opportunity.</p>
<p> </p>
<p>If we have a service BDC that confirms appointments, we can review this information AGAIN with the customers who made their appointment on the phone. We can also work to reach those customers that made their appointment online and review that crucial information for the first time, still before their appointment date.</p>
<p> </p>
<p>When we lay the groundwork for the customer on that first phone call, it starts everyone off on the right foot.<span> </span> We can set realistic expectations for the service that the customer is looking for and expedite the check in process. When the advisor has up to date information in the system before even checking the customer in, we know that we have the most accurate way to reach the customer if need be, as well.</p>
<p> </p>
<p>So even though it may feel tedious when we are on the phone making that appointment, working out all those details ahead of time should make for a smoother transition from start to finish. Customers are always looking to be in and out in a quick and efficient manner. If we give them a few simple directions and clarify a few details before they even step foot in the building, we will have done our due diligence to set them and ourselves up for success.</p>
<p> </p>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…tag:www.dealerelite.net,2021-06-04:5283893:BlogPost:13629772021-06-04T15:07:33.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
<p></p>
<p>Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?</p>
<p> </p>
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=original" rel="noopener" target="_blank"><img class="align-full" src="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=RESIZE_710x"></img></a></p>
<p></p>
<p>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.…</p>
<p></p>
<p>Who should be greeting your service customers when they arrive at the service drive? A porter, an assistant or an advisor?</p>
<p> </p>
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=original" target="_blank" rel="noopener"><img src="https://storage.ning.com/topology/rest/1.0/file/get/9034269686?profile=RESIZE_710x" class="align-full"/></a></p>
<p></p>
<p>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. There is no right or wrong answer when it comes to process really because each store is unique. But which one is going to start the customer experience off on the right foot? Do you have the staff available to create a great experience from start to finish?</p>
<p> </p>
<p>The way I accomplished this, as a writer, was by greeting our customers each time at their vehicle. This sets a great first impression! We all love our lot attendants, however if they have never been an advisor or worked in customer service for that matter, they shouldn’t be the ones to answer any customer questions or address any customer concerns.</p>
<p> </p>
<p>Having an advisor greet the customer also ensures that there is less of a chance for miscommunication. I cannot count the number of times I have gone to check a customer out - the vehicle is out of the shop and ready to leave - and they ask about something that was not on the work order. This occurs because “they asked the guy in the lane” when they first arrived, and the information was never relayed. Part of taking the vehicle cradle to the grave is making sure that we communicate as clearly as possible with the customer. Having someone greet them that is not assertive enough to immediately let the customer know they cannot assist but the advisor they’re walking them to can is crucial.</p>
<p> </p>
<p>In a perfect world, the person that is handling the vehicle should be the one to greet the customer every time. In today’s world, NOTHING is perfect. So how do we ensure that we continue to provide excellent customer service and start the customer off on the right foot?</p>
<p> </p>
<p>It’s going to start with the service phone call when the appointment is made.<span> </span> When a customer calls the dealership, the person taking the appointment should give them a brief rundown of how the first few moments of the visit will go. They should also be taking the time to confirm that the customer details are correct in the system. When we take the time to lay the groundwork over the phone (if they call in and don’t make their appointment online) then we create an educated and confident customer. We should be letting them know who they are working with, confirm their appointment date and time and thank them for the opportunity.</p>
<p> </p>
<p>If we have a service BDC that confirms appointments, we can review this information AGAIN with the customers who made their appointment on the phone. We can also work to reach those customers that made their appointment online and review that crucial information for the first time, still before their appointment date.</p>
<p> </p>
<p>When we lay the groundwork for the customer on that first phone call, it starts everyone off on the right foot.<span> </span> We can set realistic expectations for the service that the customer is looking for and expedite the check in process. When the advisor has up to date information in the system before even checking the customer in, we know that we have the most accurate way to reach the customer if need be, as well.</p>
<p> </p>
<p>So even though it may feel tedious when we are on the phone making that appointment, working out all those details ahead of time should make for a smoother transition from start to finish. Customers are always looking to be in and out in a quick and efficient manner. If we give them a few simple directions and clarify a few details before they even step foot in the building, we will have done our due diligence to set them and ourselves up for success.</p>
<p> </p>Calling the customer for a big job in the shop: The car is on the lift, tying up a bay, you know what’s wrong and they’re not a waiter, this IS the call…tag:www.dealerelite.net,2021-05-05:5283893:BlogPost:13625812021-05-05T20:19:58.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/8896309286?profile=original" rel="noopener" target="_blank"><img class="align-full" src="https://storage.ning.com/topology/rest/1.0/file/get/8896309286?profile=RESIZE_710x"></img></a></p>
<p>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…</p>
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<p>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 without scaring the customer away?</p>
<p>There are a variety of techniques advisors may use these days to get information to their customer. Some use an online MPI tool, others use good old fashioned work orders with their technicians’ notes. There is no wrong answer really, it’s just a matter of making sure you can get the job sold and the car on its way. If it’s something simple, sending the MPI with recommendations attached for new tires and the customer’s options is a great time saver for the customer. But what if we’re talking about a heater core or some sort of major electrical issue? A call will need to be made, the advisor will need to be educated and be able to educate the customer as well.</p>
<p>From my experience, this takes a technician who is willing to show the advisor what’s wrong and how we are going to fix it. It is also going to take an advisor who can play whisper down the lane well enough to get the point across and make the job sound worth the customer’s while. This call will have to come from someone who is patient and compassionate, but willing to stand their ground. It’s important to put the bottom line out there and make sure that enough details are given so the customer is comfortable giving you their time, trust and hard-earned money. The advisor needs to be transparent and up front from parts to the time frame it will take to fix the car and the technician needs to be confident in what they are selling their advisor.</p>
<p>Essentially what I am getting at is it takes a TEAM. The entire service department from the technician, to parts, to the advisor to the receptionist will play a role in making sure this job gets sold correctly. The customer needs to have the warm and fuzzies when they come in, even if nothing is going the way they had planned with their vehicle. We need to reassure them that we will do our best and continue to provide that top notch experience throughout the duration of their vehicle being in the shop. Then we need to be sure to deliver in the time we told them and if for some reason if we cannot, we need to be in communication with them every step of the way.</p>
<p>We forget sometimes that a dealership experience isn’t always a quick oil change, and that not every person who walks through the door is a car person. It’s up to the service TEAM to make sure we make that customer feel welcome, educated and taken care of. That all stems from proper communication and a little compassion, they both go a long way when it comes to the business of people, which is what we’re really in.</p>Service > Parts | Parts > Service – why all the transfers?tag:www.dealerelite.net,2021-04-17:5283893:BlogPost:13622192021-04-17T13:45:48.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
<p>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.</p>
<p> </p>
<p>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…</p>
<p>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.</p>
<p> </p>
<p>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 reference pages that, sticking the job of quoting parts to anyone else other than a parts representative is just plain unfair. Not only to the person handling the call but to the customer as well. A great parts representative is a crucial piece to a dealership running smoothly in all facets.</p>
<p><span> </span></p>
<p>A great service department is the same. We rely on service representatives to take data from the parts department, their technicians and the manufacturer then put them all in a pretty organized package tied with a bow. The service advisor needs to make sure that what comes out of their mouth makes sense and is easy for a customer to understand when it comes to how parts are installed and how work is done.</p>
<p> </p>
<p>This leads me back to my original question. The transfers are important because getting a mechanical component installed into a vehicle is not just a one-person job. It takes the customer to know what they need, a parts rep to know how to reference it, and an advisor to quote out labor time and availability. In a perfect world having one person assist the customer from cradle to grave would be great. But there is no one person (that I know of) that can perform that task. There may be a mom-and-pop shop out there that may do that for the customer, however they still most likely have to call to a parts supplier before they can quote out the job.</p>
<p> </p>
<p>Would I love to know how to look up parts myself when the customer calls? Yes. I would be amazing. BUT I would be overwhelmed and frustrated by the end of the day. Keeping quoting separate is going to ensure that parts are quoted correctly and that availability for an appointment is given appropriately.</p>
<p> </p>
<p>So, what I’m trying to get at is at the end of the day, transferring a customer back and forth is a necessary evil. As long as there is a smooth transition from the parts rep to the advisor, and back again (if a deposit is needed on an SOP part), the customer should be just fine. It is when there is a breakdown of communication between the three parties that the problem comes along.</p>
<p> </p>
<p>So how should this work then to make sure this process stays effective? The parts advisor and service advisor need to give all the information to the customer that they can, and then direct them on how to proceed. And the directions they give to the customer should be the same every time. If we do not give the customer direction, they get passed around on the phone like hot potato and the person that finally gets them is just as confused. If we falter here parts don’t get ordered and appointments don’t get made. Essentially, we all need to keep doing our jobs and things will work out just fine.</p>
<p> </p>
<p>What do you think? What process do you use at your store?art</p>
<p></p>
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/8804359693?profile=original" target="_blank" rel="noopener"><img src="https://storage.ning.com/topology/rest/1.0/file/get/8804359693?profile=RESIZE_710x" class="align-right"/></a></p>Trouble Shooting a car over the phone vs. in the shop, Is it worth it?tag:www.dealerelite.net,2021-03-17:5283893:BlogPost:13614492021-03-17T16:30:00.000ZJustine Picciottihttps://www.dealerelite.net/profile/JustinePicciotti
<p><a href="https://storage.ning.com/topology/rest/1.0/file/get/8676984256?profile=original" rel="noopener" target="_blank"><img class="align-center" src="https://storage.ning.com/topology/rest/1.0/file/get/8676984256?profile=RESIZE_710x"></img></a></p>
<p>We have all had that service call that starts with.… “My check engine light is on.… what’s wrong with my car? You can’t just tell me over the phone?” Sometimes the customer understands that a trained diagnostic technician is the best person to take a look and see what’s going on under the hood, and sometimes they just don’t. For the customers that get…</p>
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<p>We have all had that service call that starts with.… “My check engine light is on.… what’s wrong with my car? You can’t just tell me over the phone?” Sometimes the customer understands that a trained diagnostic technician is the best person to take a look and see what’s going on under the hood, and sometimes they just don’t. For the customers that get the point, we’re one step closer to getting them in the door. Now we just need to get them past the “outrageous” diagnostic fee that everyone charges.</p>
<p>For those other customers, they’re a bit tougher to tame and may need some more conversation. They may not immediately understand that your crystal ball doesn’t just show you the broken piece telepathically while you’re on the phone with them. They need a little more hand holding and lot more listening about how they “love their car” and they “hope that there’s nothing seriously wrong.” You never know who you’re getting when a customer calls; most are unfamiliar with their vehicle, even though they drive it every day. Some are “retired mechanics” and just want to talk to a technician so they can confirm their suspicions. But ultimately where I am going is that we just have to try and get them through the door.</p>
<p>Some manufacturers have gone as far as connecting their vehicle telematics right to a site where, if the advisor has the VIN they can see the diagnostic trouble code right on their screen. Which is great, but guess what? It still doesn’t give us a final answer as to what’s going on under the hood. So, all we can do here is either tell the customer to pull over and get a tow, or that they can come to the dealership and we can take a definitive look. That check engine light could point you in the direction of an ECM failure, but it’s not going to tell you that the friendly neighborhood squirrel made a little nest in their engine compartment and decided to snack on their main engine wiring harness waiting for papa squirrel to come home from rummaging for tree nuts all day.</p>
<p>I have only run into a handful of calls where a few questions over the phone can solve a customer’s problem. BUT those times largely consist of operator error and there really isn’t anything “broken” on the vehicle. The customer just needs a little friendly nudge in the right direction of completely closing something like a gas cap or window to resume normal operation of the “broken” component. Is it worth it then? YES, 100%. Most service personnel pride themselves on keeping high moral ethics in business, and as an advisor if I could do something, then I didn’t feel like the customer should have to pay a technician to do it. i.e. install wiper blades or show a customer how to fully close their rear window to make sure a rear hatch or defroster worked.</p>
<p>So, when it comes to the question posed above, yes, it is always worth having the vehicle come in and be physically diagnosed by a trained professional. These days you never know what you’re going to find, or who was working on it before they decided that the “dealer knows best.” Is there a small chance that you can trouble shoot little issues over the phone? Always. But if you’re going in the direction of a bigger issue, let’s get it looked at in person, with all the details and physical evidence right in front of the technician. These days you never know what you’re going to find.</p>