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The walk-around is the one process you can implement this year that will
make a major, positive impact on your customers, your profitability and the way
you do business!
 It was
early Monday morning. The service door had opened late and a long line of loyal
service customers, most of who felt they already waited too long and needed to
get to work, extended far from the write-up counter, and spilled out into the
driveway. The mood was somber. As the very last customer made their way to the
back of the line, he couldn’t help but hear the interaction the service customer
was having with the customer at the counter. Somehow, it felt embarrassing.
Are your customers waiting in line, too?
It is time to awaken to 2008. The alarm clock is ringing.
We know better - don’t we?
Today’s customer service process requires a better thought-out approach. It
requires preparation (pre-work orders, vehicle histories, menus and inspections)
and a proper walk-around the vehicle with the customer at our side. The
walk-around has been proven to save the customer time - just the opposite of
what many managers would think, which is why they’re afraid to do it. These
valuable minutes spent (and saved) may just the ticket we need to raise the bar
with our service customers. And don’t we know better than to allow our precious
customers to wait in line at the counter?
 Washer fluid needs to be topped-off, in front of the customer. A preliminary
battery inspection needs to be performed, in front of the customer. Wheels need
to be turned to the right. Lights on. Mileage pronounced out loud. “You’ll be
happy to know there are no open recalls on your vehicle”, as we check the
manufacturers history.
Most importantly, a color (and blank) multi-point inspection needs to be handed
to the customer at the write-up, along with the service menu. Why? Because we
must “tell them what we’re going to tell them” prior to “telling them” when
getting the technician’s findings.
The Walk-Around - No Longer “Taboo”
Let’s face it, you can either stick your head in the sand, and keep coming up
with excuses to remain at the counter, or embrace a better way of doing
business.
Either way, the walk-around is coming to your service drive. Embrace it now, or
soon you’ll wonder why all your business has disappeared, only to find out your
competition is kicking your pants by performing a walk around each and every
time, with each and every customer. So what are you waiting for?
Your customers will love it - and appreciate the difference!
Delray Lincoln Mercury - A Positive Example
A great example of this kind of service can be found at Delray Lincoln Mercury
on Federal Highway in sunny Delray Beach, Florida.
 Tim Young and his fine associates have turned the corner since January 2008 by
providing top-notch service to their customers, and by Wowing them with the best
of service, every time. Lifting hoods, topping off washer fluid, performing
battery inspections, presenting menus, touching the tires…100% of the time. You
should go and take a look.
Awakenings
In the movie “Awakenings”, Robert DeNiro awakened from years in a coma, only to
find the world had changed around him. He was faced with making a difficult
adjustment.
Only You can make a big difference with your service customers today. Say “no”
to the line! And “yes” to the walk-around. You’ll be glad you did. JUST DO
IT.
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