Many times when we talk to dealership staff about the Walk Around process, one of the obstacles we hear about is the facility limitations. Many dealers think the only way to have the process work for them is to have a drive-in service lane. Managers say the process can only be performed if conditions are perfect – what I call "Garage-Mahal". The ideal facility is not a prerequisite to being able to greet customers at the vehicle. Many of the facilities are not perfect, and dealership staff can and do succeed with our training in all types of service configurations.

While each facility has its own set of issues, I have not yet seen a facility with issues that could not be overcome. In other words, the building does not need to be perfect to be able to perform one of the key elements we recommend: a Walk Around. Go to a customer’s vehicle to understand the customers’ needs. This gives you the opportunity to make any recommendations for work that the vehicle may need by simply identifying obvious concerns for the customer.

Case Study

One dealership we visited is in the city. The customer parking is on one corner of the building while the customer service entrance is on the opposite side of the building. The challenges were many: Where should the customer enter? How will they know where to park? Once the customer does enter, would the customer be willing to walk back out to his or her vehicle?

This dealership called Auto University. After Auto University’s in dealership training session, the dealership made a few adjustments. Now, each customer is greeted at the vehicle by a dealership advisor or the Manager. The service department prepares the paperwork the night before, so the advisor greeting the customer is ready to listen and make appropriate recommendations. The customer reviews his vehicle’s needs at the car with the service consultant.  At the same time, the customer gains a better understanding of where to enter and park (and where to come for service).

Not all service department obstacles are quite this overwhelming. Your building may not have an enclosed service drive. Maybe the lighting is not what you would like. An advisor can walk outside the door and greet the customer. Your customers come to you because they want their service needs met. The best way to do so is to build the relationship with a process that has proven results.

If you want results, share your needs with an Auto University consultant today! Contact us.