In auto dealer service departments across the country – regardless of volume, brand or location – I see the same common mistakes.
I regularly find room for improvement in phone skills, appointment preparation, multi-point inspection execution, role playing and goal-setting.
If you’re looking to improved your fixed operations profits and customer engagement, make sure you’re not making these mistakes in your service lane:
From gruffly answering the phone with, “service” to rushing a customer off the phone, service department phone skills could use a tune-up.
Phone skills still matter, and working on phone skills can help you make a good first impression.
Remember that you’re likely not the only service department receiving a call from a potential customer, so phone kills can determine whether you earn a customer’s business.
Preparing for appointments gives your service team the opportunity to create a tailored experience for your customers and make the most of sales opportunities.
For example, when you go to the doctor’s office, 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! Taking some time before your customers arrive to prepare for their appointments will go a long way in improving your overall service provided!
Did you know there is a tool in your service department that is likely losing you money? It’s your multi-point inspection, and it’s not used consistently.
Your multi-point inspection adds value for your customers, identifies sales opportunities for your business and builds customer relationships.
Practice makes perfect, even in the service lane.
Some service professionals might not be excited about the idea of role play, but practicing customer scenarios is a powerful coaching tool. It gives you the opportunity to prepare your staff for challenging customers and help your team meet their goals.
Do all the members of your service department should know what their goals are, and their game plan to reach them?
By working on measuring key performance metrics, customizing them to fit your team and creating incentives to motivate will help you stay focused on meeting your goals.
Fixing these common mistakes will help your service department strengthen teamwork, drive profitability and improve customer satisfaction.
Need guidance on these concerns, or other opportunities in your service lane? Contact me today!