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A Promise is a Promise

Making and keeping service commitments is critical to success.

'Can I have it by 3 o'clock?'
'Will you also change the wiper blades?'
'Do you have time to do a wheel alignment?'

It's common for customers to make requests to which we simply reply, "Sure!" We do it without thinking, and then the day suddenly turns hectic and the time just seems to slip away. But as far as the customer is concerned, there's no excuse for failing to keep your promise.

Impact on Satisfaction

One of the most significant factors that lowers CSI scores across the industry has to do with the failure of the service department to keep the commitments they have made. And the solution usually requires a focus on processes and time management skills. Questions you should ask:

Do you have a process in place that encourages you to monitor vehicle status?
Do you list customer contact actions separate from the RO or dispatch log so you can follow up more efficiently?
Do you have a time management system (manual or computerized) that ensures you will make phone calls in a timely manner?
Do you contact customers immediately when you find out that the status of their vehicle has changed?
When customers arrive to pick up their vehicles, is their information accurate and easily available when they go to the cashier?

If you are not able to answer yes to these questions, there's a good chance you have some challenges in keeping customer commitments.

Take the first step

Review your current CSI scores and spend a day observing your service department. Determine where the processes and systems you're using need to be improved, then implement the new processes one item at a time. In today's competitive environment, you can't afford to lose the customers you have because you're not keeping your commitments. Check yourself and make the necessary changes, or pay the price in lost revenue.