Fixed Ops Magazine 2023 Vol 20-3 - 39

SO, WHAT IS KEEPING THESE
DEALERSHIPS FROM ADDING .3 PER RO?
It's a good question and it comes down to 3 simple
things.
1. Lack of a service drive sales processes.
2. Loss of technician productivity due to a variety of
reasons.
3. Accountability.
Let's take them one at a time:
1. SERVICE DRIVE PROCESSES - I am positive there
is a service drive sales process in each store right
now. In fact, I'm willing to bet money on it. The problem
is that it is not your process in your store.
How do I know this?
When we go into a dealership to complete an evaluation,
we observe the service drive to see what people
are doing. In many stores, we find some advisors
doing some of the service sales process while other
advisors don't do any of the service sales process.
This leads to a complete absence of continuity between
advisors.
It's this lack of continuity that causes customers to
brand dealerships as difficult to do business with or
untrustworthy. Although it leads to lack of sales per
repair order, more importantly, it leads to a loss of
customer confidence.
When a customer steps into the service drive and the
advisor completes a walkaround and menu presentation,
that is what the customer has been trained to
expect each they come in.
When the customer returns a 2nd time, and the advisor
on duty does not follow any part of that process,
the customer loses confidence in that advisor and
in the dealership. They may also question their own
decision to come back in the future.
Based on the above 2 scenarios, what should the
customer expect when they come in for service?
They have no idea. And it's this lack of consistently
applied processes that increase customer defection.
What does the service drive sales process look like?
At a minimum, it should include:
* A meet and greet at the vehicle, (smiles are always
appreciated)
* A review of the customers concerns, ( " What brings
you into our service department today? " )
* A turn of the key and the steering wheel, (so you
can inspect the dash for lights and the tires for wear)
* An inspection from front to back of the customers
vehicle aka the " walkaround " (to identify conditions
that require attention)
* An explanation of recommended services/repairs
based on time/mileage/condition/history (referred
to as the feature/benefits presentation)
* A complete explanation of the MPI process and a
description of what the customer can expect from
the MPI
* An inquiry as to the best method of contact (call,
text, email, etc.)
* A promise time to follow-up (even if there is no
news)
* A friendly " Thank You " and a business card in case
the customer remembers something else.
Now that is a lot of service drive process right there.
And I'm sure some of you will say I forgot something.
Maybe so, but I can tell you one thing ... Even if I did
forget something ... many service departments could
not identify that missed step because they are not
doing it anyway.
MAY JUNE 2023 || FIXED OPS MAGAZINE
39
Fixed Ops Magazine 2023 Vol 20-3

Table of Contents for the Digital Edition of Fixed Ops Magazine 2023 Vol 20-3
