Eliminate the cashier in service

[djs]

I have been running a cashier next to my service advisors for few years now. It works but could this be done better? Would customer service suffer if I added a service advisor and then had the advisors do their own cashiering? Concern is that customers waiting to pay a bill would then have to wait longer while the advisor is dealing with another customer. Or should I utilize the cashier differently? The cashier currently sends out receiveables, handles credit card and charge customers, does some filing too. Any thoughts or experiences good or bad and what to watch out for?

[Gran Sasso]

Do you have a warranty admin? Could they do the cashiering?

Our writers (as well as our front parts counter) cashier thier own tickets here. I haven't noticed much of a problem with it.

[z28]

I can't stress the importance of a well trained cashier. She or he is the last person to come in contact with a the customer. A well trained an experienced cashier who can read a customer and can alert the proper personnel if a problem is present.

[texaslp]

dj, that is actually one of the arguments FOR having the sa do the cashiering. Then they are the one to put the invoice in front of the customer and explain it and answer any questions.

[z28]

When you have the service advisor taking money than that takes away from the time they have available to sell parts and labor.
You just need to figure out what is more important to you.

[btk]

I would drop the cashier and make the advisors do it-our CSI went from 88 to 97 just by having the advisors do it. There are always some gliches but most of them work out in time, the biggest problem for me,was the initial resistance that the advisors gave to me, like anything else, it just becomes a habit and we have had no issue now.

[texaslp]

Z28 it's both. Taking the time to do a proper review of the work and charges done is helping to ensure that customer is satisfied and will come back again to give them another chance to sell parts and labor. Having a customer gripe and grumble, or ask questions of the cashier is pointless.

Now IF(BIG IF) the advisors would do a complete review of work done and charges before the customer gets to the cashier, then sure, it doesn't matter who takes the money.

[z28]

SO what your telling me is that just because the advisor does and gives a complete and through explanation of services performed, that the customer is completely satisfied? A well trained cashier is there to record the transaction and can spot customers who feel less than comfortable. The cashier is your safety net.Now if you want to walk a high wire without a safety net than be my guest.

[sp7128]

see same topic under parts section....btk nailed it!!!!

go look at your cashier line from 4.30pm to 5.45pm....now think of yourself..you go to the grocery/discount/wholesale store,,,have minimal items to purchase (like your oil change customer)....now you have to wait for them to take your money...(because the person at the front of the line thinks his extended warranty covers his repairs and is now asking questions), with the advisors being cashiers you now have 4,5,6 cashier lines? and the advisors can recommend the time the customer should come to pickup the vehicle that's convenient for the advisor and the customer by explaining when the busy time of day is, and to help the customer get in and out asap and avoid delays..... ...........here's the next challenge after your advisors are cashiers ...get the advisor/customer to prepay or cc swipe before you let the customer leave write-up...then they can be paid in full after the advisors telephone active delivery call,, when the customer comes to pickup the vehicle, all they need to do is see the advisor for paperwork and keys!!

[This message has been edited by sp7128 (edited 02-04-2009).]

[This message has been edited by sp7128 (edited 02-04-2009).]

[texaslp]

Sure the cashier can tell someone when there is a problem(hopefully someone who cares). However, I maintain that having the service advisors cashier will actually solve problems. We still have a cashier.

Problems with that:
1. Bad building configuration-cashier is not conveniently located for service customers
2. Service advisor does not review the ro before the customer gets to the cashier-customer has questions, waits for advisor to run over
3. Customer has to wait at cashier window because advisor did not turn in their ticket-customer slams csi
4. Cashier tells sm about problem, sm says "what do you want me to do about it."

z28 your culture may be different. If it works for you that's great.