Fixed Ops Magazine - 2020 Vol17 06 - 34

F EAT U RE

Especially When Customers are NOT Remote

I

n these challenging times we are faced with new

ough interview, making sure a qualified technician was

issues and also with chronic issues. New issues are

assigned to it, and then being certain that someone

dealing with our COVID-19 affected economy and

" QC'd " (quality checked) the car. The third mission

a shrinking talent pool. In Fixed Operations we have

was to make sure every vehicle left us without issues.

been searching for " What does RIGHT look like " . There

That included not: damaging the vehicle, soiling the

are new technologies that have made some of our

vehicle, disturbing too many settings. And perhaps

tasks easier, quicker, and more efficient. We all like the

we lubed a noisy door hinge, even if there was no com-

new bells and whistles. Well, most of us like the new

plaint/request stated by the customer. 

bells and whistles. But what happened to the basics?
This industry, in fixed and in variable operations, has

Could it be that doing those three things consistently

always been a people business.

became boring? What was once the novelty of washing the vehicle that transitioned into a car " spa " , has

In my earlier days there were the Three Basics that

since become a concierge service, café services, in-

we consistently needed to perform in the Service De-

house salons and much more. Some of those amenities

partment.  First was to treat our customers (guests)

are ok, but only if we continue to excel at the basics.

like friends or the family who we hold dear to us. We
welcomed them into our business (our work home)

My first job was selling cars. I remember my first sales

and put them at ease. Second, we addressed their

manager. He was a great guy. He had his own customer follow up system. He trained me

primary concern and were careful
to fix the vehicle right the first time
(F.R.F.T.). This involved focusing on
the customer's needs, doing a thor-

34

What does RIGHT

on product knowledge and people

look like?

a proper meet & greet, interviewing

skills. He took the time to train me on



Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

Fixed Ops Magazine - 2020 Vol17 06 - 1
Fixed Ops Magazine - 2020 Vol17 06 - 2
Fixed Ops Magazine - 2020 Vol17 06 - 3
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Fixed Ops Magazine - 2020 Vol17 06 - 67
Fixed Ops Magazine - 2020 Vol17 06 - 68
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