June 08 FOM - Fixed Ops

Providing your customers with the
types and levels of service they are
looking for and giving them fair value
for services rendered is, in my humble
opinion, the only true way to improve
fixed coverage.
How do you do this Here are a few
suggestions:
• Make sure the phones are answered
promptly (within three rings) by a
human who is happy with their job.
• Have greeters in the service lane to
greet customers promptly upon
arrival. They must make eye contact
within 10 seconds of arrival at your
door and they need to walk the customer
to their advisor.
• Limit the number of repair orders a
writer is allowed to write each day so
that they have plenty of time to
spend with each customer. We recommend
that you limit them to 12
to 15 per day max.
• Employ processes that ensure every
customer receives a complete walk
around inspection, is offered choices
of good, better, best pricing, and that
they are allowed to make “informed”
buying decisions by giving them the
features, advantages and benefits of
doing business with you.
• Keep the customer informed of the
vehicle’s progress. Make at least one
contact during the repair to assure
them everything is going well.
• An active delivery is a must. This is
the last (and most lasting) impression
you will leave with your customer.
Make sure it is positive, pull
their vehicle back into the service
lane, go over everything that was
done, review the technician’s findings,
set their next appointment
and, most important, have the
writers cashier their own tickets.
This minimizes the customer time
and it leaves them with a positive
last impression.
Get a fix on fixed coverage!
Larry Edwards is the Founder
and President of Edwards &
Associates Consulting, Inc.
p. 12 June 2008 Fixed Ops Magazine