Fixed Ops Magazine 2023 Vol 20-3 - 22

Likewise, communication with customers can also improve
efficiency by being handled electronically. Calling
to get work approved often leads to hours of phone tag.
Take your communications digital and reach your customers
via text or email instead. They will be able to see
immediately who's contacting them and can quickly approve
or decline work from anywhere. Are you worried
about explaining needed repairs to customers via phone
or email? Your techs should be able to easily send pictures
and videos to help the customers better understand
the recommendations.
" YOU NEED TO OPERATE DIFFERENTLY "
Improving efficiency is a never-ending battle. But process
changes are often more attainable and effective
when it comes to increasing your shop capacity than
taking on major projects like building more service lanes
or simply trying to improve your current process. After
all, you can only get so much better at doing what
you've always done.
3. Communicate electronically:
Communication between advisors, parts, and technicians
takes up more time throughout the day than
you may realize. For example, how long do advisors
leave customers on hold while they all wait on pricing
from parts? Digitizing communication between
departments can help avoid delays and confusion
between teams. Digitizing your pricing guides, ROs,
and multipoint inspections allows your team to communicate
instantly so you can avoid situations that
prevent wrenches from turning and leave customers
continuing to wait.
To see genuine results, you need to operate differently.
Turning " no " responses into more " yeses " , you need
to operate differently. Getting more customers through
the shop each day with the employees and bays you
have, (I repeat for emphasis) you need to operate differently.
It's ultimately time for a mindset shift.
Greg Uland, is the Vice
President of Brand Marketing
for Reynolds and
Reynolds. He is responsible
for customer communications
and understanding
and defining
Reynolds unique position
in the automotive
retailing market. During
his career with Reynolds,
he has established
a background in fixed
operations, sales, and
dealership marketing.
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Fixed Ops Magazine 2023 Vol 20-3

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