Is this typical of your dealership?

• The customer arrives at the Dealership and is directed to the cashier. This "contact" often occurs with the customer and cashier separated by a glass partitian.
• The customer provides his/her last name and is told a price.
• The customer is handed a copy of the RO and asked to sign it.
• Next, the customer pays the bill, is handed the keys and told to, "Have a nice day".
• The customer often has to ask, "Where's my car?"
• When the customer arrives at the car, he/she is required to remove the seat and floor protection (if the dealer uses any), and the hanger tag from the mirror.
• The customer drives away

Opportunities to improve
Here a few recommendations for improving your delivery process:

• Get rid of the glass partition. It's very impersonal.
• Have the cashier review the Repair Order and ask the customer if he/she has any questions. When there is a question, get the Service Advisor or Manager to address it.
• Complete the paperwork and walk the customer to the vehicle.
• Open the door for the customer and remove the plastic and paper protection.
• Review the Survey process with the customer and address any concerns the customer might have before he/she leaves.

Coaches often say, "It's the little things that make the difference." And the little things you do at the service delivery will make a huge difference in generating repeat business and customer satisfaction.