Came up with an idea to help control the use of 'parts not available' as an excuse by advisors when, just perhaps, that's not the REAL reason the work was not finished when promised. What prompted the idea was my parts manager who read an article in a past WD&S issue on the subject.
I've gone through a little brain damage trying to figure a motivation to control the use of 'work delayed due to parts availability' when it's not the actual reason for a delay and here is what I came up with. We have a phone system that allows for DID or 'direct inward dial' phone numbers that bypass the receptionist and ring on specific extensions. All the managers, service advisors and some techs have these. I have also put one directly to a voice-mail-box and will (next week) post signs around the dealership asking customers to call the number if they have experienced less than satisfying experience. On the service drive, the signs will read "If for any reason you are not completely satisfied with the service we've provided or that we did not meet any promises given to you, please call (xxx) xxx-xxxx and tell me your experience and I'll take care of it right away. (signed) Scott H. Allen"
With this stuff around the dealership, I'll know right away who's saying what to our customers.
As this rolls out, I'll let you know how it works and what kind of comments I get.
keep smiling!
scott
[This message has been edited by sallen1 (edited 11-06-1999).]