I don't know about you, but I don't frequent my local fast food establishment for the fine cuisine.  I go there because I know what to expect.  I know that the menu is posted behind the counter and I can be sure the restrooms are clean. I know that my kids will appreciate the visit.  And I know I will be asked:  "Do you want fries with that?"  It is, well, consistent.

This should be true of service departments.  The customer who arrives at your facility should have an idea of what will happen during their visit.  Yet so many times we see the look of fear and trepidation when we greet the customer.  I seem to recall that I?ve even heard a customer say she would have rather gone to the dentist, realizing that when she goes there she knows what to expect, even if she's not looking forward to it.  Customers may not expect super speedy service or the cheapest price from dealership service departments, but they should be able to expect consistency.

When the customer arrives at your facility what do they expect? Did you do anything to prepare for their visit, or call them on the phone the night before? Are there processes in place to make the customer feel welcome?  Is there a menu of recommended maintenance that is utilized and referred to at every visit?  A menu or a posting of competitively priced items can also put a customer's mind at ease.  A multipoint inspection report, properly filled out, can assure the customer that the same items will be looked at on each and every visit.

It may seem obvious, but a customer should expect to be advised about their vehicle's needs, but surpisingly, dealership service departments aren't always consistent about that.  The customer must be put at ease by your consistent approach to service.  When you consistently present the benefits of doing business with your dealership, and show you care by delivering customer focused actions, you can rest assured that the customer will come back to do business with you. You should strive to do everything in your power as to ensure that the customer comes back. That's what being an automotive service professional is about.

If you are not sure if customers know what to expect when coming to your facility, then please contact us.  Auto University training has proven to ensure the consistency your customer is looking for.