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Advisor: “Let me check…. I’m not showing that its ready yet, ma’am.”
Customer: “Do you know when it will be?”
Advisor: “I’ll have to check with the technicians. We’ll be sure to call you when it is, however. It should be done by the end of the day.”
Is this a conversation your service advisors or cashiers are having with customers? Wouldn’t it be nice to be able to have this conversation instead?
Customer: “Is my car ready?”
Advisor: “Hi Mrs. Smith, the oil change has been completed. The tech saw that the fluids were low in a couple of areas so he went ahead and topped them off. Your car is in the service bay currently getting the tires rotated and balanced. ETA on completion is about 30 minutes. Is there anything else I can answer for you?”
Not only would a customer be impressed, it would probably save your employee from having that same conversation with the same customer 3 hours later. Not to mention the time it would take them to track down and get the information from the various people involved to deliver it to the customer.
In today’s world filled with instant access to order statuses, tracking numbers and information, consumers are now used to getting immediate answers. With all the available technology at our disposal, and with that technology decreasing in price while becoming more powerful than ever, there’s no reason why a dealership can’t implement a similar tracking feature into their operations.
Having a system like this in place not only puts the power of information at your disposal for the purposes of customer service; it makes your operations more efficient. Gone are the days of the service advisor having to track down the tech to find out what’s going on with the customer’s vehicle. The tech doesn’t have to go to the parts counter to request parts for an RO, and the parts counter no longer has to track down the tech to deliver the parts.
Even at the most basic level, a system like this is worth its weight in gold. Of course, MPi takes this philosophy and multiplies it by a hundred but whether you go with a full-featured system like ours, or implement one of your own, the fact remains that customers want information. The more effort it takes to get them that information, the less time that service advisor has to write new ROs or upsell existing ROs on recommended repairs.
Businesses across the world are embracing and integrating technology into their operations to increase both efficiency and customer service. It’s time for your dealership to embrace technology and use it to create a more efficient and customer-friendly operation.