Fixed Ops Magazine - 2020 Vol17 03 - 62

A kiosk is not a replacement of a service advisor, but
rather an enhancement. Having a kiosk allows advisors
to spend more time with the customers that choose
that method of check-in. A kiosk allows flexibility in
testing offers, and having more directed offers based
on inputs from the customer or history. It also allows
the ability to compress the process during high-volume
times, without sacrificing the presentation of bottomline-increasing items.
Will technology cost people their jobs? Times are always evolving, but most of the new technology will
help current employees do their jobs more efficiently,
not replace them. At the bottom of all the technology is
the driver of better customer service success.
Is technology the answer to all the problems you are
make it seamless for the customer. These services have

faced with every day? No. Is it part of the combination

areas that can be enhanced by technology. When uti-

that unlocks customer service? Absolutely, it is! Well-

lized correctly, along with the mindset of people before

trained, customer-focused people led by customer-ser-

profits, it can enhance the customer experience.

vice-driven leaders at the highest levels of the dealership provide another part of that combination. We live

The convenience that can be delivered - when en-

in a world increasingly driven by technology and we

hanced with technology to make scheduling and pay-

must adapt to those changes.

ing for those services easier - will win over customers
who are seldom seen in a dealership service drive.

Always focusing on what makes the customer experience better and not just training but ingraining that in

NEW THINGS ARE SCARY
A self-service kiosk is going to be part of every dealership in the next five years. Customers are demanding
ways to easily drop off their cars without interacting
with a service advisor. As customers become more tech
savvy and demand interaction through social media,
text messaging and other apps, the kiosk is going to be
a comfortable interaction for them.
Dealerships that embrace this new technology area,
provide support for the customer, and marry it seamlessly into their communication with the customer will
see increased value. This kiosk is a piece of the customer service puzzle and must be fit in the proper place.
Just as grocery stores are giving customers the option
of self checkout, we also must be mindful of which customers prefer this method.

62

our teams will always lead to success and more profit.
Invest in your team with the technology that helps them
perform and your customers will see the difference. Always evolving is essential to our survival.
Dave Foy has been in
the automotive business
since 1987 starting as
a technician and rising
to the fixed ops director of a seven-store auto
group. He also operates
the Fixed Ops Mastermind, an online weekly
meeting

teaching

and

discussing everything related to fixed operations. His
mission is to leave this industry a little better than he
found it. davefoy1969@gmail.com



Fixed Ops Magazine - 2020 Vol17 03

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

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