"The Waiter" Word Track
13 posts
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"The Waiter" Word Track
by Art_Mopar » Tue Dec 11, 2007 6:14 pm
Next question in my word track series: How do you discourage the dreaded "I'll just wait for my car" customer? For some unholy reason my people have fallen into the "my next waiting appointment is next (pick a day...) mindset. Of course they don't show up for an appointment made 1 week out. My point has always been that all customers are waiting the only difference is where...
- Art_Mopar
"The Waiter" Word Track
by carwars » Wed Dec 12, 2007 12:02 pm
I take appointments,walk ins,waiters,all of it.We get it into the shop and then take things from there.IE 
o the repair,arrange for a ride,order a part,do the maint.whatever.The main thing is get them in and sign them up.There are always resources availible to handle the rest.
o the repair,arrange for a ride,order a part,do the maint.whatever.The main thing is get them in and sign them up.There are always resources availible to handle the rest.- carwars
"The Waiter" Word Track
by DealerProfit » Wed Dec 12, 2007 2:17 pm
I put you down for $XXX.XX authorized amount, can I get you to OK it right here, and is 5:00pm ok to pick it up?
No exceptions
No exceptions
- DealerProfit
"The Waiter" Word Track
by PHoskins » Wed Dec 12, 2007 3:05 pm
Art,
Who is scheduling? Is it not mentioned at that time by the customer that they would like to wait?
Sounds like the scheduler might need training.
Who is scheduling? Is it not mentioned at that time by the customer that they would like to wait?
Sounds like the scheduler might need training.
- PHoskins
"The Waiter" Word Track
by Art_Mopar » Wed Dec 12, 2007 3:27 pm
Scheduling is my BIGGEST hurddle right now. My people are stuck in the 8am dropoff or the 8am-9am-10am or 1pm waiter mode. I have found over the years that regardless of what I or any trainer/consultant tries to teach them that exposing them to this forum has the most positive effect! They get to see first hand what other stores are doing. It never ceases to amaze me the ressistance to change they have all in the effort to make THEM more money! Anyway back on point, for years we (myself included) have trained our customers to drop off before, first thing in the a.m. or after hours. I am looking for the politically correct way to word a mailer to all of my customers as well as a "script" to get my customers trained to bring their vehicle in at a set time and LEAVE it with us to be repaired, without setting the expecatation that the vehicle will be brought in at the EXACT appointment time. My Advisors tell me that even when they tell the customer that they will be waiting a few hours they still want to wait.
[This message has been edited by Art_Mopar (edited 12-12-2007).]
- Art_Mopar
"The Waiter" Word Track
by DealerProfit » Wed Dec 12, 2007 5:22 pm
Art,
It has been my experience that Service Advisors (like the rest of us) generally take the path of least resistance. The solution in my mind is twofold.
1. Use a word track that you as Manager can monitor easily. "Would Tuesday or Wednesday work best for you? Morning or afternoon? 9:30 or 10:15? Ok I have you scheduled for 9:30 Tuesday morning to drop your vehicle off to be serviced. Will you be picking it up before we close or would you like us to plan for an after hours pickup? Oh you were planning on waiting for it? The time we have just scheduled is our time together, yours and mine, it may be quite some time before your vehicle comes into the shop to be serviced. Are you sure I can't get you a ride somewhere?" I make it a point to interupt the advisors with the customer when they get off track. They HATE this, and find it far less painful to do it correctly.
2. Take dispatch control away from the Advisors. If they can't push them past the rest of the line they will be less likely to promise it.
It has been my experience that Service Advisors (like the rest of us) generally take the path of least resistance. The solution in my mind is twofold.
1. Use a word track that you as Manager can monitor easily. "Would Tuesday or Wednesday work best for you? Morning or afternoon? 9:30 or 10:15? Ok I have you scheduled for 9:30 Tuesday morning to drop your vehicle off to be serviced. Will you be picking it up before we close or would you like us to plan for an after hours pickup? Oh you were planning on waiting for it? The time we have just scheduled is our time together, yours and mine, it may be quite some time before your vehicle comes into the shop to be serviced. Are you sure I can't get you a ride somewhere?" I make it a point to interupt the advisors with the customer when they get off track. They HATE this, and find it far less painful to do it correctly.
2. Take dispatch control away from the Advisors. If they can't push them past the rest of the line they will be less likely to promise it.
- DealerProfit
- techuser
"The Waiter" Word Track
by topshop » Sat Dec 15, 2007 6:43 pm
What in the world are you all thinking? And you wonder why customers wander off to the quick lubes, franchises and indies who have figured out that the customer comes first.
Some folks just plain want to wait. If you can't provide an efficient way to service their car while they wait then your operation needs some serious fixing.
Waiters are also a huge opportunity to take them into the shop and show them what the tech has found....then do it while they wait or convince them at THAT point to take a loaner car or a ride or whatever.
The facility which caters best to what the customer wants wins.
------------------
Tom Ham
AutomotiveManagementNetwork.com
Some folks just plain want to wait. If you can't provide an efficient way to service their car while they wait then your operation needs some serious fixing.
Waiters are also a huge opportunity to take them into the shop and show them what the tech has found....then do it while they wait or convince them at THAT point to take a loaner car or a ride or whatever.
The facility which caters best to what the customer wants wins.
------------------
Tom Ham
AutomotiveManagementNetwork.com
- topshop
"The Waiter" Word Track
by fburrows » Sat Dec 15, 2007 7:42 pm
No exceptions
Must be nice to be in a dealership where you dictate to the customer. I guess you dont have any competitors. I dont think most dealerships are in that position.
------------------
Frank Burrows
fburrows@absdata.com
Must be nice to be in a dealership where you dictate to the customer. I guess you dont have any competitors. I dont think most dealerships are in that position.
------------------
Frank Burrows
fburrows@absdata.com
- fburrows
"The Waiter" Word Track
by DealerProfit » Sat Dec 15, 2007 11:00 pm
No exceptions was a reference to the policy of the word track. There ae no exceptions to using the word track.
Tom go do a true measure of the dollarrs waiter customers spend compared to those who drop off. Waiters cost money!
Tom go do a true measure of the dollarrs waiter customers spend compared to those who drop off. Waiters cost money!
- DealerProfit
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