Around the Customer's Ownership Cycle
By building on our “Around the Customer” methodology, F&S Services has been helping dealerships build customer trust and retention since January of 1988!
In Today’s automotive climate, loyalty is no longer guaranteed. Dealerships need to ensure they have the Right People with the Right Training and the Right Attitude assisting customers to make the Right Decisions on each and every dealership visit.
“Around the customer” is a performance improvement solution that provides fixed operations staff the right tools to meet their customers’ expectations and quality demands. We will guide your dealership in understanding and identifying missed Fixed Operations opportunities and improve your advisor skill set. Improved Client interaction and better CSI scores are just a couple of the many benefits to our program.
Traditionally when the customers “mores” are not properly fulfilled the guest impression and expectations of the dealership erode. This results in a steady decline in Customer Satisfaction and Profitability.
These erosions have proven to be a key factor in a decline of customer “car park” in both “Sales (Variable) and Part’s and Service area (Fixed Operations).
Change is difficult in any organization and in our industry, we are fighting to change over 100 years of culture! We believe by working with the managers and employing industry proven techniques and best practices we can change the culture of “repair order filling" to a culture of “right selling”; right selling the customer through consultant and product knowledge.
Dealerships who adapt to a Right Selling at the Right Time belief can often grow their parts and labour sales by 9% to 15% or more year over year.
We do not need to reinvent the wheel. We take all the things you are doing well and make them better, we identify your selling opportunities and establish processes and talk tracks that increase your closing ratios – while providing your customers with excellent service.
After evaluation, we will leverage multiple training styles and approaches that are tailored to your market, employees, and customer needs. Our evaluation ensures we don’t fix what isn’t broken and only tweak the process to ensure maximum profitability.