Fixed Ops Magazine - 2020 Vol17 03 - 16

F EAT U RE

ROLLING
SERVICE CENTER
Meeting Customer Expectations Despite Covid-19

A

s we work our way through, the hopefully ending phases of, this invisible pandemic that
brought the world's economy to its knees, we

were forced to find new ways to meet our customer's
expectations. All of this had to be done as Covid-19
forced us all to socially distance ourselves. In Mid-March
we all found ourselves trying to reinvent our processes
to meet our customer's needs while keeping our team
and customers safe, as well as, keeping business rolling through the door. We enhanced and expanded our
mobile and pick-up & delivery service. We have since
learned that mobile service is an area of opportunity
that we have been missing. Our customers are very receptive to mobile service. We have known for years that
our customers are intimidated to drive into our dealerships, but we did not create any alternatives until a
few years ago when some of us dipped our toe in the
water with pick-up & delivery service. We have since
jumped in the water mobile service screaming "CAN-

consumed by fleets and municipalities. We then made
the decision to expand. We originally started with one
Transit van, then with almost immediate success, we
ordered a second van. We received the second van
on March 11, 2020 and had it ready for field service on
March 19.

NON BALL".
Covid-19 gave us the opportunity to
strengthen several processes including conquest and prospecting new
and previous customers. We got into
the mobile service business last year
primarily to enhance our customer
experience, service fleets, and local municipalities. As mobile service
started to mature, it was quickly

16

Offering these types
of services and

Each of our mobile trucks is a rolling
service center. We greet customers,
write repair orders, perform routine
maintenance, diagnose and repair

creating relationships

service

builds the foundation

dations, attempt to soft sell other

for unprecedented
brand loyalty.

concerns,

perform

multi-

point inspections, make recommenadd-ons such as all-weather floor
mats, wiper blades, cabin air filters,
and invoice the service all in the field.



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
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