What is the “Level of Expectation”?? (Part 4 of 4) – Service Drive

In (Part 1) of this blog, we talked about the experience you receive when you go to a restaurant for lunch.

In (Part 2) of this blog, we talked about the “Level of Expectation” process in your Sales Department.

In (Part 3) of this blog, we talked about the “Level of Expectation” process in your F&I/Business Manager’s Department.

Now….lets talk about setting the “Level of Expectation” in your Dealership’s Service Drive.

The “Level of Expectation” allows you to guide your customer through a series of steps that are clearly outlined for their understanding and review.

Your customer will know exactly WHAT will happen, WHAT ORDER it will happen in, HOW LONG it will take and the information they will RECEIVE to make an intelligent purchasing decision in a TIMELY fashion!!

Today’s customers demand a process that is both professional and transparent!

Today’s customers also want the process to go as quickly as possible!

Service Drive processes vary from dealership to dealership throughout the country.

Let’s outline an example of a Service Drive process and how to set the “Level of Expectation for your customer and employees!

EXAMPLE:

The customer enters your Service Drive/Lane.

Upon the initial greeting of the customer, your Service Adviser begins to explain what will transpire from this point going forward.

Collecting data on both the vehicle and the customer – 5-10 minutes
A thorough Multi-point inspection of the vehicle in the Service Drive/Lane – 5-10 minutes
A complete understanding and listening of what the customers vehicles Service concerns may be – 5-15 minutes
Service Advisor updating all customer records in the computer – 5-10 minutes
Service Advisor relaying to customer an approximate amount of time to service the vehicle – 5 minutes

This initial process can take anywhere from 25-50 minutes.

The Service Adviser then must set the “Level of Expectation” for when the service is completed on the customer’s vehicle.

A review of all services performed on vehicle and their appropriate charges (active delivery) – 5-10 minutes
A review on what items may need repair on the customers next service visit – 5-10 minutes
The setting of the customer’s next scheduled service appointment – 5 minutes
Customers payment for services – 5 minutes
The escorting of the customer to their vehicle and thanking them for their business – 5 minutes

This part of the process can take anywhere from 25-35 minutes to complete.

DON’T let your customer get frustrated and upset by “thinking” that the process is taking too long!

Remember, the customer has no idea of what the process is or how long it takes unless YOU tell them. And isn’t a calmer customer more easy to speak with than an upset and frustrated customer??

Will you have point of sale material around your Service Drive to aide your team in conveying your Dealerships Service Drive processes to the customer?

Banners
Table toppers
Posters
Video explanations on Service Advisors computers
Video explanations on your Dealership website

By providing a “Level of Expectation” in your Service Drive, it will do two things.

It will give the customer a clear and professional expectation of what will transpire on their visit and how long it will take.

Your Service Advisor will clearly, professionally and consistently give the same exact presentation and process to all of the customers.

By setting the “Level of Expectation”, your Dealership will quickly become proficient, consistent and professional!

About the Author: With 30 years in the retail Automotive Industry, from a Salesperson to a Dealer, I have a vast amount of experience in all areas of the automotive environment.

You can follow me on:

My website: www.JimKristoff.com

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Comment by Jim Kristoff on September 15, 2011 at 3:39pm: Thanks Marsh!

If we retain 2% of the customer base, it is equivalent to cutting expenses 10%.....communication is key!!

Comment by Marsh Buice on September 15, 2011 at 3:31pm: One thing that is the same in the front and back of the store, Jim...it is that customers have no idea what is going on. Good post; communication and a process is the key. Too often we wait for a problem to arise.

Comment by Jim Kristoff on September 15, 2011 at 11:23am: Thanks Joe!

I used an "example" template.

Please use whatever process and amount of time you wish.

If you have one adviser handling 30 customers, you need another adviser.

The adviser just becomes a clerk at that point. You are not maximizing your opportunities.

Comment by Joe Clementi on September 15, 2011 at 11:18am: Jim - I agreed with your post...for the most part.

Working in the service drive as an advisor is the most difficult job in the dealership. Every customer and every situation is different from the next. Organized chaos, is what comes to mind. Some customers want out in minutes while another wants to spend half an hour with the advisor. Timing is crucial if a single advisor is going to process 20-30 people in the morning rush. While I agree with the concept, it isn't feasable for an advisor to spend 20-25 minutes during the write-up process on every customer. There simply isn't enough time to do so. There are processes that can be put in place to maximize time but each situation dictates the outcome. The concept that processes can improve performance is spot on! People produce better when there are foundational processes in place. Just my two cents worth.

Thanks for the share.

Comment by Jim Kristoff on September 15, 2011 at 10:48am: Very NICE Stephanie!!!

Comment by Stephanie Young on September 15, 2011 at 9:50am: A picture is worth a thousand words, right?

Comment by Jim Kristoff on September 15, 2011 at 9:15am: Ahhhh....the "Silver Bullet"!!

What model Nissan do you have??

Comment by Stephanie Young on September 15, 2011 at 9:10am: If I wanted someone to just take my order and deliver, I would go to a restaurant. I believe that service advisors are advisors as their title suggests and not order takers. I actual drive 45 minutes across town passing two other Nissan dealerships on my way, to see my service advisor at Coggin Nissan on Atlantic. Why? I feel like he loves my car as much as I do. He advises me on how to care of the "silver bullet".

Comment by Jim Kristoff on September 15, 2011 at 8:34am: Thanks Rex!

I am happy to help make a difference!

Comment by Rex Weaver on September 15, 2011 at 8:27am: You're the best!!
Thanks and I'm implimenting ASAP