What makes the service department the deal maker or breaker of a brand?

Service managers bear a heavy burden for both the overall profitability of the dealership and the success of the service department. This is because dealerships offer the highest level of technical training to their staff, state of the art equipment and factory approved parts to keep up with the best standards in the market. But the harsh truth is if a customer is slightly dissatisfied with their service experience, they may not return the next time.

It's crucial to understand how effective your service team is in driving sales, gratifying existing customers and ensuring repeat business. The service department has a variety of techniques to evaluate success.

Let’s decode some of the crucial metrics that matter.

The financial metrics can be measured across various attributes to understand the overall performance of the workshop.

WIP: Service managers need to understand the crucial difference when a service order is actually “work-in-progress” at a workshop level or whether a service has been completed but is awaiting to be invoiced by the dealer. It’s also essential to know the reasons for delay, time taken for delay and consequently closing the gaps. The difference between both helps managers to clock revenue accordingly and comprehend delays.

Customer Satisfaction & Retention: Knowing the customer needs and what gets them come to the same workshop is the key here. It can be measured using the NPS score from the customer feedback. To get consumers to come back for repairs, the team needs to instill the importance of quality work, timely phone responses, and communication with the customer throughout the repair process.

The service managers must ensure the workforce knows the mantra behind a successful CLTV experience - be informed, well-trained, and always exhibit a positive attitude. Following up with customers to make sure they are pleased with their purchases is crucial after a transaction. Being sympathetic to a negative customer feedback and taking action to improve it. And in the end making a lasting impression and going above and beyond to make the dealership successful!

NRoot Labs is an end-to-end BI solutions provider transforming Data into Valuable Insights for Automotive Dealerships. To know more contact – [email protected]