There is usually some skepticism from participants when they hear about the pre-work and walk-around activities involved in Mazda’s Professional Selling Skills process. But after they see it working on the service drives, and especially after they see and hear how customers respond, they quickly become advocates of MPSS and even stronger supporters of Full Circle Service.

"I was a little skeptical", said Vance Wells, Service Manager at Jim Ellis Mazda in Chamblee, Ga. "But now we have a new attitude and a new way of doing business…and our loyal customers have noticed our preparation and they are really enjoy it."

One big part of the difference for Jim Ellis customers has come from the way the service team prepares for them. This includes completing the Pre-work Order Folders and contacting the customers The Night Before. "It really has made a difference", says Wells, "Our no show rate has decreased dramatically since we began the pre-work process."

And once customers arrive at the dealership, the service consultants have all their information in hand, and they spend quality time around their car. According to General Manager Jeff Gardner, the preparation has been a key to increased enthusiasm from their customers. "It makes them feel special, and makes them feel like we care about them even before they get here."

Vance Wells agrees. "Customers who have been to other dealers in the city, and they see the way we’re doing business with Full Circle (Service), are blown away by the fact that they’re getting personal attention, and a service consultant who really cares about their needs."

In conclusion, Jeff Gardner says that MPSS training is vital to the success of the dealership. "The data proves that the service department comes in contact with most of the dealerships customers. So if you say you believe in training, train your service department."

We couldn’t have said it any better than that. Thanks Jeff!

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