The service department is often the most hectic place in a car dealership. We try to get customers on their way as quickly as possible but, in the hustle, we can miss opportunities to point out important needs to our customers.
For example, when you go to the doctor’s office, when the doctor comes in he or she has already reviewed your chart and is familiar with your particular medical history before diagnosing your current issue. Because of the doctor’s knowledge and preparation, customized care is provided. You might receive particular medication that won’t interfere with other health issues you have, or your doctor might recommend you have a physical or flu shot based on your history.
Your service department should be no different!
I encourage my clients to combat missed opportunities by pre-writing repair orders. This process not only helps your team feel prepared for the day ahead, but also offers many benefits to your customers!
Not sure where to start? I recommend that service advisors start by preparing the customer for these personalized recommendations by telling them about the process when the appointment is booked. Then, take time to create a pre-write folder for each customer appointment with recommendations, and review it with them. You can learn more about my recommended process here.
Taking some time before your customers arrive to prepare for their appointment will go a long way in improving your overall service provided!