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Office Hours: Fixed Operations

Part 3: The Customer Centric Approach

Most of us do an excellent job of taking care of customers. We know that the customer is the focus and should be cared for primarily. But there are areas of opportunity seen industry wide, that dealerships can take steps on improving.

Did you know, that among consumers who have expressed frustrations in the service department, 30% said that they experienced frustration because service took longer than expected? Or how about 20% saying that they were pushed to buy additional services? There are impactful solutions to those pain points.

  • Provide a positive and consistent experience
  • Do business on the customer’s terms
  • Always maintain transparency 
Jack Banks, Lead Fixed Operations Consultant, explains that setting expectations and communicating with the customer through the process is key. Jack breaks it down here.

Live Office Hours Episode 03 - Talent Management in the Service Drive with Jack Banks

 
Next Up

Part 4 - Talent Management in the Service Drive

In this video you will learn about how training makes a huge difference when optimizing your service drive.

Learn More >


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