Join Mark and Casey for a webinar to discuss how to get your service department functioning at its best. The webinar will be on Friday, January 31 at noon Central time.
Customer Communication
1.
Keep the repair order live
Service advisors must stay in constant communication with the customer in terms of promised time, any found repairs, etc. Additionally, service advisors must stay in constant communication with the tech in terms of promised time, found repairs, warrantable repairs, and so on.
2.
Communicate expected repair time
Inform the technician and ensure that they take ownership of the time. This important dialogue between advisor and technician must take place with every repair job. The Service Advisor should speak with the technician about expected repair time and both should agree upon the technician’s responsibility for performing the repairs within the allotted time frame. The technician is to supply the Advisor regular progress updates. If the technician finds himself off-schedule he is to inform the Service Advisor right away so that the customer can be contacted regarding the delay. This communication permits the Service Advisor to problem-solve ways of getting the tech back on schedule.
3.
Stop negotiating without a hostage
Prepare an estimate for every job and manage the estimate. Implement an upfront pricing menu and execute a meaningful estimate for the customer on every job. Give every customer an estimate, every time, at write up. Every business must provide its customers with prices for its products or services. There are several ways you can do this. Many businesses, such as a barbershop, use a standardized price list that remains the same for every customer. Other businesses, like KEA Advisors, provide prices tailored to the specific products or services a customer wants to buy. This is usually done with an estimate or a quote.
