Customer Follow-up: The
Key to a Busy Service Department (Cont.)
An Approach To Making Multi-Point Inspections A Success
Once you have your forms here is a process to implement:
Step 1: The advisor or greeter fills out
the top section of the inspection form (name, make, etc.)
Step 2: The technician performs the inspection
and completes the form.
Step 3: When the advisor gets the inspection
form back from the technician, he reviews it. Any work that
is needed immediately can be sold over the phone and done
while we will still have the car…today.
Step 4: When the customer picks up their
car, the form is used to show what was done, what needs to
be done, and when their next service is due.
Step 5: Give the customer the top copy,
and file the bottom copy in a file box that the advisor keeps.
Step 6: Work the files every day. Call the
customer and ask them how everything is, answer any questions,
remind them you are keeping track of their maintenance needs
and that you will call back when their next service is due.
Step 7: When the next service is due, phone
the customer and remind them of your promise to call. Schedule
the next maintenance service or confirm their appointment.
I also think it is a good idea to post the following sign
several places in the dealership:
“We feel that it is our responsibility to assist
you in maintaining your vehicle at the highest level possible
to ensure peak performance, trouble-free operation and the
highest possible resale value.
We have combined the most basic (required) services with
a multi-point inspection and a maintenance service program
to help you avoid costly repair bills.
In today’s busy environment, it is tough to remember
everything. We will keep a record of your vehicle’s
maintenance needs and remind you as they arise.”
Using a multi-point inspection follow-up process as a tool
to make money, what a novel idea! Is it easy? No, it’s
not. It takes lots of effort, resolve and accountability.
However, it’s worth it if profitability and customer
retention are important to you. By the way, anyone out there
want to do a 36,000-mile service on an SUV?
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