Fixed Ops Magazine - 2023 Vol20 04 - 38

FEATURE BY ERICK JAUREGUI
PRACTICE
FOR
CONSISTENT
PERFORMANCE
Process Training with Practice is Critical to Deliver a
Consistent and Exceptional Experience
A
s fixed operations professionals, we often hear
the phrases " you must ask every single time, "
or " it needs to be performed every single
time. " The action of consistency is imperative to the
success of the entire customer experience. Leaders of
our industry utilize different KPI's (Key Performance
Indicators) to measure consistency metrics.
There are techniques to help build these skills within
your department to arrive at the desired goals. However,
practice is required before the performance of
these skills will be effective. It is imperative to first
have consistency in practice in order to ultimately
meet the desired goals. This, in turn, will help with customer
retention since, as a customer, knowing what to
expect each time builds trust in your dealership.
FACTORS IN A GREAT
CUSTOMER EXPERIENCE
* Proper process begins with the appointment.
* Do you have proactive processes to simplify the
next visit?
* When was the last time you attempted to visit your
store as a customer?
* You must provide the same high-level welcoming
whether the customer is visiting, or a valet is performed.
*
Do not allow a customer to meet you in your drive.
38

Fixed Ops Magazine - 2023 Vol20 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 04

Fixed Ops Magazine - 2023 Vol20 04 - 1
Fixed Ops Magazine - 2023 Vol20 04 - 2
Fixed Ops Magazine - 2023 Vol20 04 - 3
Fixed Ops Magazine - 2023 Vol20 04 - 4
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Fixed Ops Magazine - 2023 Vol20 04 - 37
Fixed Ops Magazine - 2023 Vol20 04 - 38
Fixed Ops Magazine - 2023 Vol20 04 - 39
Fixed Ops Magazine - 2023 Vol20 04 - 40
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Fixed Ops Magazine - 2023 Vol20 04 - 49
Fixed Ops Magazine - 2023 Vol20 04 - 50
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Fixed Ops Magazine - 2023 Vol20 04 - 56
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Fixed Ops Magazine - 2023 Vol20 04 - 58
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Fixed Ops Magazine - 2023 Vol20 04 - 60
Fixed Ops Magazine - 2023 Vol20 04 - 61
Fixed Ops Magazine - 2023 Vol20 04 - 62
Fixed Ops Magazine - 2023 Vol20 04 - 63
Fixed Ops Magazine - 2023 Vol20 04 - 64
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Fixed Ops Magazine - 2023 Vol20 04 - 66
Fixed Ops Magazine - 2023 Vol20 04 - 67
Fixed Ops Magazine - 2023 Vol20 04 - 68
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