Ken Rock - Customer Care Manager for Auto/Mate Dealership Systems
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Building a Customer-Centric Service Department

Many service managers approach management and process change with their own goals in mind. Whether you want more ROs or more labor hours per RO, it’s easy to focus on the results that you want, instead of on the results that the customer wants.

Not My Job

Here’s a tip. If you don’t whether something is allowed, if you don’t know how to do something or if you don’t know the answer to a customer’s questions, go find someone who does know. Your ignorance should never be the customer’s problem, and it won’t kill you to learn something new.

Boost Your Express Service Lane Performance

You might not make a profit on the services, but the convenience and goodwill they generate for your customers and the upsell opportunities they present should make them a profitable enterprise for your dealership.

Let’s Put the ‘Service’ Back in Service Department

When a customer drives into the service lane, which of the following thoughts pop into your head: “How can I help this person?” or “How can I upsell this person?” If it’s the latter, it’s time to go back to the basics.