DealersEdge Professional Forums

Being on the outside of dealerships, I guess things bother me more than they used to, but probably the number one complaint I hear about dealerships is calling them.

I call a ton of dealerships and find very few are able to monitor the phones correctly.

You know the drill ... a dozen rings, operator answers ... "Can I speak to the service manager?" ... hold please ... hold hold hold ... service dept ... "are you the service mgr?" ... no, let me page him ... UGGHHHH!

Everyone has had it happen, but what are the best hints or helps you can offer other dealerships. What is the best way to eliminate this problem? Any horror stories turned around out there?



------------------
** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com

We got cordless phones for our service advisors that are connected to their extension. If a customer calls through the switchboard the phone rings at both their desk and their mobile. Customers and other extentions in the dealership can also dial the mobile number direct. If none of those work then it goes to voice mail.
There is also a cover line for service that rings on all the advisors lines.
It was a little expensive to get in place but our lost phone calls and complaints have dropped to almost nothing.

In our medium sized shop I hired an assistant service advisor. His main repsonsibility....among many....is to make sure the phone calls get answered ! That's been a big help but I know that this may not be an option for all the shops out there.

Additionally, the shop foreman, warranty admin guy, and yours truly all make it a habit to pick up a ringing phone if the service desk is busy. Teamwork makes the department work ! Everyone has to be ready to "jump in" and help when the need arises.

Doug

IN OUR STORE, WE HAVE A REAL SWITCHBOARD OPERATOR, WE HAVE A SERVICE RECEPTIONIST FOR SERVICE DIRECT CALLS. ALL SERVICE ADVISORS CARDS HAVE THE MAIN AND DIRECT DIAL NUMBERS ON THEM. EVERY MESSAGE IS DELIVERED TO AN EMPLOYEE VIA A TEXT PAGER. WE DO NOT ASK THE CUSTOMER TO HOLD UNLESS THAT IS THEIR CHOICE. THE VOICEMAIL WE USE IS FORWARDING A CALL TO THE PAGER. WE GIVE THE CUSTOMER OPTIONS IF THE PERSON IS NOT AVAILABLE. ONE OF THE BEST SOLUTIONS IS TO INSIST THAT ALL CUSTOMER CONTACT EMPLOYEES MUST CHECK IN AND OUT WITH THE OPERATOR WHEN ARRIVING FOR THE DAY, GOING TO LUNCH, TEST DRIVES, ETC. THIS ALLOWS THE OPERATOR AN IDEA OF WHEN THE PERSON WILL BE AVAILABLE.