Greatest Service Experience Part 5

The final phase of the Greatest Service Customer Experience. In this phase, the customer is going to pick up their vehicle at the dealership. Hopefully, they have received the invoice outlining everything that was performed on the vehicle, and they've paid for the work.

You and your staff should be notified that the invoice has been paid, and now is a great time to stage the vehicle. Many dealerships have provided lockers for the customer to pick up their invoice and keys. The customer is sent a code after they pay for the work, and the code opens the locker. Interesting concept that follows other retailers such as Home Depot. This might be the best scenario for the convenience and experience of the customer, or maybe not. Remember you have different cultures of clients that want the experience to happen differently. Having different experiences for different people is the function of the top dealerships. If you want to have the old-school phone appointments and phone calls, of course we can provide that. But if you don't want any of that, we have a digital process that you'll love.

As I have said many times, there are many dealerships out there that have the digital solution to offer to their guests, but their staff simply doesn't use it. And even though the dealership is still paying a premium for the service, the guests who want to receive a digital experience simply aren't getting the opportunity. I would encourage dealers to go through an analysis to determine the experience of the guest, and determine the use of the digital tools that you have. Many times it's not as simple as telling people to use them. Your staff may need training. Your software may not be programmed correctly or specifically to your dealership causing problems with adoption from your staff. Or, the staff might not want to change or see the value in the additional work they perceive that they may have to employ for the customer to have the best experience.

We are a Fixed Operations Consulting Company with expertise in this area. It's worth a call to explore how you are using your digital process, and how you can change for your customers to have the Greatest Customer Experience when servicing their vehicle.