Managing the Expectations
Building strong relationships with customers requires having enough time each day to meet and manage their wants, needs, and expectations. Traditionally, dealerships have used a model that has been in place since the inception of vehicle servicing. While these standards have worked well in the past, advancements in automotive components now demand new technical repair requirements and increased skill level training.
In today’s environment, with manufacturers’ advanced training and qualification requirements, it is crucial to understand the appointment, booking, and scheduling processes used by your Dealer Service Provider.
Historically, or under the current model used by most dealerships, customer appointment times are typically booked based on two factors:
Given customers’ expectations, is your current business model able to meet these demands?
By understanding how to maximize the different aspects of booking customers and available hours to sell, we can enhance key customer desires related to loyalty, customer satisfaction, and profitability
In today’s environment, with manufacturers’ advanced training and qualification requirements, it is crucial to understand the appointment, booking, and scheduling processes used by your Dealer Service Provider.
Historically, or under the current model used by most dealerships, customer appointment times are typically booked based on two factors:
- The number of appointments according to the number of employed Service Department Technical (mechanics) staff.
- The total number of technicians multiplied by the available hours to sell in a day.
Given customers’ expectations, is your current business model able to meet these demands?
By understanding how to maximize the different aspects of booking customers and available hours to sell, we can enhance key customer desires related to loyalty, customer satisfaction, and profitability