Justine Picciotti's Blog (5)

Who is greeting your service customers in the Service Lane?

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.…

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Added by Justine Picciotti on June 4, 2021 at 11:08am — No Comments

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…

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.…

Continue

Added by Justine Picciotti on June 4, 2021 at 11:07am — No Comments

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…

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…

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Added by Justine Picciotti on May 5, 2021 at 4:19pm — 1 Comment

Service > Parts | Parts > Service – why all the transfers?

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…

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Added by Justine Picciotti on April 17, 2021 at 9:45am — 1 Comment

Trouble Shooting a car over the phone vs. in the shop, Is it worth it?

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…

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Added by Justine Picciotti on March 17, 2021 at 12:30pm — 2 Comments

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