Customer Satisfaction

Strategies for Outclassing Independent Repairers

Independent repairers can be formidable competitors for your customers who are easy targets for perceived cheaper parts and labour charges. Once a dealership has created a loyal customer base through their service department, they increase their potential sales opportunities for new vehicles. Customer’s Preconceived Beliefs About Dealerships It is crucial that service departments identify ways …

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Service Appointments – 15 Best Practice Principles

Does your dealership bookings process follow these 15 best-practice guidelines? Makes allowance for carry-overs, walk-in’s, and tow-ins. When setting appointments always starts with the current day and works toward future dates. Customers should not wait more than two days for an appointment unless they specifically request to do so. Appointments are booked according to the …

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Service Advisor Best Practice – Vehicle Handover

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 …

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