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Auburn Mazda - Auburn, Alabama |
 In Auburn, Alabama, they love college football, but it is not the only game in town!
"Coach" David McWilliams and his service team, along with General Manager Dianne Wyatt, have found the right game plan. Training is important to any team. At Auburn Mazda, all of the parts staff and the service personnel, including technicians, attended the workshop held at the dealership.
David and his staff started the walk around process right away. "It felt strange in the beginning, but it got easier. Most customers really don’t mind. It is better to look at the vehicle with the customer, because then we both have a better understanding," said David.
Auburn Mazda implemented the training they received from Auto University, and in June 2005, had their best month EVER in the service department. Everyone in both parts and service were involved. They came close to a record in July also.
Already familiar with the full circle inspection process, technicians inspect each vehicle that comes in for service. "Customers like to know," said one the techs. "And even if we can’t fix it that day, the customer will return." Each customer that comes for service receives a copy of the vehicle’s "report card" and knows the status of important indicators, such as brake, tire and battery readings.
David also implemented a new service menu and shares needed services with customers that come for service. Staff member Jeff Williams noted that sharing the pricing up front with customers sets"their expectation for later visits. "I would rather let customers know now so they are ready for next time,” said Jeff.
To reward their record setting achievement, Dianne took the staff on a deep sea fishing trip, a goal set earlier in the month.
Way to Go Auburn! This week, they are our nomination for "Top of the Class". |
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For more information or should you have any questions please contact:
shawn.ryder@autouniversity.com© 2008 Auto University - A Division of Ted Ings Group, Inc. All Rights Reserved 
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