From a Service Advisors perspective, these are Vehicle Handover Best Practice Suggestions.
Schedule customer collection appointments to minimise the end of the day rush. Stagger collection times to allow at least 10 minutes to be spent with each customer.
After the vehicle has been cleaned ensure it is reversed into a delivery bay.
Perform a ﬁnal quality check before the customer arrival, inspecting the vehicle for cleanliness or damages as well as checking for any items that may have been disturbed during the repair process including clock or radio settings, and confirm that the Service Indicator is correctly set (where applicable).
Immediately return the vehicle to the workshop should any items that require further attention be identified
Make sure in advance that all paperwork is ready for customer on their arrival.
The detailed invoice, including vehicle health check, labour operations, parts, sublet charges, and all other fees as well as quality control paperwork must be complete and ready to present to the customer. Any “No Charge” work must be clearly indicated on the customer’s copy of the repair order.
Initiate engagement with the customer on their arrival. Review their invoice including the multi-point inspection sheet. Explain the work carried out detailing the parts replaced, asking the customer if they would like to inspect the replaced parts. Advise if future work has been identified. Confirm the date and kilometres of next service advising the customer that the service indicator has been reset (where applicable).
Handle dissatisﬁed customers away from waiting customers.
Escort the customer to cashier if applicable.
Escort the customer to their vehicle
Conduct a full-circle vehicle walk-around with the customer to confirm no damage has occurred and show the customer the vehicle has been cleaned and vacuumed. Highlight vehicle health check documentation to the customer.
Review the customer satisfaction survey process.
Thank the customer for doing business with you. Provide the customer with a business card and ask them to contact you should they have any concerns.
Follow up with the customer within 48 hours. (If the customer is not satisfied ensure that the issue is dealt with immediately).
Thank the customer for doing business with you, confirming the date and kilometres of next service.
In addition to the above process, the service advisor must follow up with all no show customers to determine the cause and to facilitate a new booking.
Contact Amatz Automotive for a comprehensive solution to your Dealership Development.
Amatz Automotive Aftersales Consultants – Dealer Development, Dealership Assessments, Operational Process Development, Customer Satisfaction Interventions, and Training Solutions.