Fixed Ops Magazine 2024 Vol 21-6 - 62

Too often, jobs with 8 or more hours are completed only
for the service manager to find out weeks later that the
repair was never covered in the first place. That money
is coming out of your profit and eats away at your
potential. How many times have you gone to a store or
restaurant and found yourself walking out saying " Ok,
that one's off my list! " Then, you proceeded to tell practically
everyone you knew about the experience?
ALL EMPLOYEES MUST TREAT CUSTOMERS
WITH INTEGRITY AND RESPECT
It is important to remember to train all your employees
to treat
your
respect to assure they will think of you next time they
need a car, truck, or repair!
* Always check the vehicle information sheet for
open recalls, bulletins, branded titles and so on.
* Make sure that the techs are test driving the vehicles
before and after to assure you are getting the
repairs right and there are no additional missed opportunities.
*
Advisors will not always be able to explain what
happened or why.
* Take time to make sure that even your technicians
are completely ready to have a conversation with a
customer at any given point.
* Reward your staff accordingly for great service.
Taking the right amount of time to be certain that your
customer has an outstanding experience will not only
assure future revenue from that customer, but from
others as well. It sounds simple, but going the extra
mile to make your customer feel appreciated will go
a really long way. That includes their time. Making a
concerted effort to train your technicians to do this will
directly result in a better experience for your customers
and ultimately more sales opportunities.
Warranty is an opportunity to sell your service department
as the fix to your area's automotive problems.
Overall, it's important to remember that at the core
of everything, warranty is an opportunity to sell your
service department's services to people. If you treat
warranty repairs just like they are an advertisement for
customers with integrity and
your service department you cannot go wrong. After
all, it's also a large part of your service department's
cash flow model. Giving warranty repairs and administration
careful attention to detail will increase your
dealership's profitability exponentially.
Brennan Reiter is a seasoned
automotive warranty
claims and auditing
professional with
over 16 years of experience
serving new car
dealerships. He has a
deep understanding of
domestic and foreign
manufacturers' warranty
compliance requirements and has been involved
in numerous dealership audit reviews and consultations.
Brennan's expertise extends to the presentation and discussion
of warranty topics at industry conferences. Currently,
he oversees a team of 90 employees who process
warranty claims and generate reports for 300 dealerships
with his family. Brennan.reiter@paidwarranty.com
62
Fixed Ops Magazine 2024 Vol 21-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-6
