When sharing dealership success stories, we usually focus on the early increases in labor hours and parts sales. It only makes sense to do that since money motivates and dollars are easy to measure.

But there are other ways to measure success, and at Classic Mazda East in Orlando, Florida, success begins with the consumer. So it wasn?t a surprise to hear that what was important to the Classic team was how the MPSS process was being received by their customers.

"What really stands out to me is that the customers like being more involved with their car. They're really enjoying it," said Jim Brown, General Manager. "And they're more receptive to doing the work because they understand the entire service process."

While many dealers can generate short term improvement, the only real test of success is seen when the process is sustained over time. Only when customers come back regularly, and refer others, will you know that things are working.

Parts and Service Director Brett Whitney explains how the long term benefits of the MPSS process help to eliminate customer surprises:

"First of all, the Full Circle Report Card allows us to show the progression of wear (on tires for example) from green to yellow to red. So it prepares the customer for the repair along the way. We've also moved the service process from our comfort zone (at the desk), outside to the customers comfort zone (by their car), and we've built a sequence of things for the customer to expect during the walk around."

"It?s nice seeing the interaction our (Service Consultants) have with the customers", added Jim Brown. And when asked what he would tell others about MPSS training, Brett Whitney said, "Make the investment and get all of your people 100% involved. It?s extremely valuable training. It's a must."

Now you have another reason to enroll your dealership in Mazda Professional Selling Skills. Call us at 1-800-344-4100 or log in at www.autouniversity.com/mazda right now to enroll.

1-800-967-7712