Fixed Ops Magazine - 2020 Vol17 03 - 60

F EAT
A
D MINISTR
U RE ATI O N

TECH N O LO GY
I S A TOO L , N O T
A N AN S WE R
I

t is possible to have great customer service without

at ease with her experience. She had received a text

technology, and technology without great custom-

message the day before reminding her of the appoint-

er service! The training and mindset of the people

ment, they knew her name and greeted her like a guest

involved in the process will determine the outcome. The

to their home!

merging of the two disciplines makes for an amazing
experience for both the customer and the employee.

There is no secret key to unlock great customer service;
rather, it is a combination. No one element is ever re-

Ms. Dunn drove into the service drive and was greeted

sponsible for great customer service. There are a series

with, "Good morning, Ms. Dunn! Welcome to Utopia

of steps that must be completed, in the correct order

Motors; we've been expecting you!" Instantly, she was

and at the correct time. Technology helps us with those
steps, but it must be part of a culture of customer-first
service.
We are all striving for the same result: customer-service
success. I define that as a customer that has not only
received value from us, but had it delivered in an easy,
accepted way that makes them look forward to doing
it again.

SHOOT ME A TEXT
Texting is an easy way to communicate with a customer. It is non-intrusive, fast, clear and efficient. It is
also possible to build relationships through this medium. According to Curt Nixon, CEO of UpdatePromise,
"Ninety percent of all text messages are opened and
read in three minutes or less." You can communicate
seamlessly with your customer throughout the repair
process, give status updates and estimates, and answer
any questions the customer may have.

60



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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