By now every dealership general manager, sales manager and service manager has heard about the power of “the digital age.”

And they’re either all-in or skeptical. Let’s face it: The idea of consumers empowered by search engines and websites seems counterintuitive to good customer service. Where’s the service drive at a Carvana vending machine? Where’s the friendly expert, diagnosing and talking about your car at a Tesla kiosk…or in front of the Amazon screen?

That experience doesn’t seem very powerful. At least not when compared to what dealerships can offer.

Get Digital in Almost Every Way

As true as that may be, it doesn’t mean a dealer manager can avoid, or ignore, the reality of our era. According to a recent J.D. Power Study, satisfaction is 75 points higher (on a 1,000-point scale) among customers who have an all-digital experience, compared with one that is all analog. Customers prefer to schedule service via the internet and communicate with the dealer through text messages, rather than doing those tasks via phone. The study also notes that customer satisfaction increases even further when a service advisor uses a tablet during the service visit. These types of consumer preferences are forcing a disruptive transformation based on the effective use of technology: To provide information, speed up the process, and improve communication.

That’s it.

It improves the most important aspects of a service appointment by increasing transparency for all, expanding and accelerating communication options, and enabling the sharing of vital information. That makes service appointments faster, and customer relationships stronger. The reality of today’s digital age is that consumers now expect a digital, and mobile, experience, to the point that not operating from a digital foundation is a non-starter. Traditional industries like real estate have also undergone a transformation: According to the National Association of Realtors Home Buyer and Seller Generational Trends Report for 2018, 44% of home shoppers began their search online – a shift of 20 points since the eighties. Part of this is due to changes to active generations. The same study reported that 99% of millennials search for homes online.

Of course, dealerships are also feeling the change. With millennials and Gen Z emerging as the primary shoppers, service managers should be thinking about how to leverage the new reality of customers who treat technology as a fundamental part of their daily experience. Digitizing every customer touchpoint can boost productivity, growth and profitability while enhancing the customer experience. Just think how valuable a comprehensive service delivery platform (including texting) would be – one that manages the entire customer lifecycle, and seamlessly integrates vehicle data with manufacturer systems and your DMS. This gives dealerships real-time access to important data and performance analytics that transform the entire process.

A Culture of Transparency

As impressive as technology can be, it’s not effective unless the dealership is ready and able to shift their approach and change the service department culture. To start, show staff why they should use digital tools, and how digitization will help them “over-deliver” on every interaction and commitment. A simple and effective way to begin this process is to change performance measurement towards customer-centric metrics – especially improvements in satisfaction and loyalty. Ultimately, however, the most important shift most dealers must make is to create a transparent process – especially about things like up-front costs. Transparency also builds trust with and for customers – and improves the service department’s ability to get the job done right the first time. It’s the kind of transparency that comes with improved communication.   

Ultimately, as great as technology can be, it’s only as good as the service department around it – which is why a culture of transparency is so important. The digitization of the service drive is like any other tool: training, support and collaboration make it all come together. Software doesn’t ever work right if the dealership culture isn’t ready. To get there, focus on developing a culture of transparency that prioritizes the customer experience – and use digital tools to make it happen.

Creating an Exceptional Experience is the Point of the Digital Age

Digitization enables your team to enhance the customer experience and increase throughput, capacity and revenue. But it’s not as if the mere existence of digital tools makes the magic happen. A digital experience simply facilitates a better person-to-person experience which is what customers want most. According to PwC’s Experience is Everything, Get it Right. Study, speed and efficiency (80%); knowledgeable and helpful employees (78%); and convenience (77%) matter most when it comes to a general customer experience. The report found that these “cornerstone CX elements are so highly valued that 52% of consumers would pay more for greater speed and efficiency; 43% for greater convenience; and 41% would pay more for knowledgeable and helpful employees.”

Fast, friendly, and expert service. That creates happy customers – and happy customers translate into repeat customers. Carlisle & Company found that satisfied service customers are 36% more likely to purchase a vehicle from the same brand.    

Now that sounds like something a dealership can deliver, far better than any vending machine.

The takeaway is that creating a service experience that delights customers is essential in today’s market. And customers are even telling us what they want: an efficient and transparent process that uses digital technology to create a human connection. Now that’s an exceptional experience.

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits.




Join Greg Dryden from Dealer-FX at DD27, and learn how to win at customer service in the digital age.

Greg Dryden, Vice President of Client Optimization at Dealer-FX

By now you probably know about the value of digital solutions to your marketing, sales and service operations. About how it connects the overall dealership environment and improves the experience. Most of all, how it can empower your service team to meet, and exceed, customer demands.  

But if you’re not sure – if you’re wondering how technology can help – consider the findings from a recent J.D. Power Study that showed how satisfaction is 75 points higher (on a 1,000-point scale) among customers who have an all-digital experience, compared with one that is all analog. The fact is that customers prefer to schedule service via the internet and communicate with the dealer through text messages, rather than doing those tasks via phone. The study also notes that customer satisfaction increases even further when a service advisor uses a tablet during the service visit. And we all know – without a doubt – that happy customers translate into repeat customers. Indeed, Carlisle & Company found that satisfied service customers are 36% more likely to purchase a vehicle from the same brand.

If only it were that easy, right? The challenge is (and always will be) that consumer preferences are evolving. Today, digital commerce has driven new shopping and buying habits (see: Amazon) and the result is a disruptive transformation in the way dealerships sell and service vehicles. As a result, being able to exceed customer demands – and continually improve CSI scores – has become one of the most crucial KPIs for your entire dealership.

Digital Dealer 27 Session:  Five Ways to Win at Customer Service in the Digital Age

At Digital Dealer 27 in Las Vegas, Greg Dryden from Dealer-FX will go into detail about how to win at customer service in the digital age. As the Dealer-FX Vice President of Client Optimization, Dryden is an expert at understanding consumer signals, and showing dealers how digital solutions can help managers exceed expectations. With more than 25 years’ experience in the industry, Dryden has worked in almost every role at the dealership, from Certified Master Technician to GM of the largest Ford Store in the United States, and COO of Ricart Automotive Group. Scheduled for Tuesday, August 20, at 1:20 pm, attendees can expect to learn how to:

  • Identify the gaps in your dealership’s digital transformation and calculate the impact on the business caused by gaps and breakdowns in your current processes.
  • Address these gaps and enhance the customer experience while increasing throughput, capacity and parts and service revenue. 
  • Implement a plan to improve the experience at every single touchpoint with the customer to drive customer satisfaction, retention, and brand loyalty/repurchase.

Be sure to attend “5 Ways to Win at Customer Service in the Digital Age — Learn How to Exceed Customer Demands to Drive Customer Satisfaction” on Tuesday, August 20 at 1:20 pm. Click here for more details.

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits.

Tacoma Dodge opened in 2011 and has quickly become one of the largest dealerships in Washington State. They are one of 407 FCA dealerships to earn the prestigious 2019 Customer First Award for Excellence certified by J.D. Power. 

wiADVISOR 3.0 IS DRIVING RESULTS 

Nourse Nissan has been on the Nissan Service Workflow Suite from Dealer-FX since April of 2017. The solution has been integral to implementing a consistent service process in the service lane and has generated impressive results. Tacoma Dodge has been on wiADVISOR since 2014 and upgraded to wiADVISOR 3.0 in December 2018. Since January of this year, they have seen a: 

  • $87 increase in the average recommendation post inspection
  • $57 increase in the average additional service request (ASR)
  • 20% CP Revenue lift year over year wiADVISOR baseline

“Since deciding to take the leap into wiADVISOR 3.0 in December of 2018, our service department has finally found the one platform that can accomplish a complete service transaction from appointment all the way through follow-up.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

“The largest benefit we have seen is the awareness it has created with our entire service team on the importance of the multi-point inspection, as it is now the center of the service transaction.” Being able to see previous recommendations and factory maintenance requirements in one place has significantly improved the quality of our multi-point inspection process.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

“The reporting tools are also top notch, as they allow you to really be specific when reviewing performance with your team members, and generate a level of accountability not previously achievable.

Every step of a transaction can be measured, and accountability created for every member of our team. We can finally measure how long it takes to get a parts request processed, review our technician’s recommendations for content and accuracy before presenting it to a customer, and focus the efforts of our BDC.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, W

“Lastly, the in-dealership training team, either remotely or when onsite, are some of the most passionate professionals I have had the pleasure to work within my 22 years in the automotive industry. They truly care about our success and are as committed as I have ever met when it comes to helping work through a process challenge. I even received follow up on Saturday or Sunday, which means they really understand the retail business we are in.”

Eric Frost, Service Director
Tacoma Dodge, Tacoma, WA

Enroll Today

wiADVISOR 3.0 will transform your dealership and give your employees the tools they need to satisfy customers, while also driving higher revenue and profits. All of the new features seamlessly integrate into the current wiADVISOR solution, providing superior visibility while giving you the best analytics in the industry. wiADVISOR 3.0 enables you to effectively communicate with customers and your Service Department, optimizing the dealership experience. Get in touch to learn more.

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits.

Ultimately, Big Data means little unless it’s connected to a bright idea that helps customers find more value in their automotive experience.

Some call that integration — connecting dots — and just about everyone calls it good customer service. After all, when the information the customer needs is delivered at the right time, and in the correct way, building relationships and writing repair orders is a natural outcome.

That’s the topic of a new Automotive News post about how the Dealer-FX ONE Platform solution can now integrate with Hunter Technologies’ Quick Check, Quick Check Drive and Quick Tread. According to the post, several dealers had approached the two companies requesting some sort of connection between the two services. What they got was true integration between two disparate and disconnected systems and sets of data. In fact, the partnership, which took months of work to bring together, now creates a real-time customer experience from the moment they drive into the service area to the conversation they have with the service advisor.

That’s not hyperbole — it actually works that away. Hunter’s scanning solution picks up important updates about wheel and tire wear as a customer drives in, and that data is sent to the ONE Platform service. The result? Actionable insights for the customer when they step out of their vehicle. For customers, they get a constructive conversation based on data — not opinions — and a strong set of suggested services. Dealer service managers enjoy RO increases thanks to high-value services like wheel alignments.

Check out the post, here.

Each customer that has their vehicle serviced at a dealership does so with a set of unique anxieties and preconceived notions about the experience.

It may be a simple warranty appointment or a service interval check-up. It could also be something more serious. No matter what it is, each person brings a set of assumptions. As e-commerce channels such as Amazon have re-framed the consumer experience, those assumptions have evolved into heightened expectations around transparency, convenience and communication.   

Exceeding expectations in a profitable and efficient way requires technology. That’s a simple fact. For Dealer-FX, getting to the heart of the matter is what Digital MPI is meant to do. It’s designed to be a fast and convenient way to get approvals on service recommendations. By reducing the time it takes to get a response from the customer and decreasing phone calls back and forth, Digital MPI improves department efficiency and vehicle throughput, saving technicians and advisors time.

1. What’s the Value of this Technology — and What is the Single Greatest Benefit?

Simple: Giving Service Advisors the ability to communicate with customers over text or email, through a connected platform that syncs data to communications. In addition, Digital MPI combines three key functions and features:

  1. Efficiency: Digital MPI puts vital information in the hands of Service Advisors and their customers when they need it, and how they want it. That increases revenue and improves capacity.  
  2. Communication: Digital MPI opens up a text channel between advisor and customer that’s comfortable and transparent for all. It’s a vital component to building loyalty from the service drive.
  3. Integration: Efficiency gains and incremental service revenue increases add up when it’s an organic part of the service process. That takes integration with data solutions and workflow systems. Digital MPI is designed with that integration in mind.

The bottom line? Selling additional work from technician inspections is key to dealer profitability. Analysis shows that of dealers who are the most successful selling work from MPIs, one action most shared in common was high DMPI utilization.

The value of the technology extends also includes efficiency gains. Simply getting customer approvals faster (think phone tag) reduces a major bottleneck that kills service department productivity. Delayed approvals require technicians to unhook equipment and unload vehicles from lifts, then park them in the lot before loading another vehicle on the lift. Each swap can take 10-20 minutes of a technician’s time — and 18 days of technician productivity per year for the dealer.

2. How Does Digital MPI Work?

Service Advisors using the Service Dashboard receive a completed MPI report with recommendations and send it to the customer via a short link embedded in an email or text. Tapping the link opens a unique mobile website detailing the report and recommendations. The DMPI report goes over any concerns the customer originally came in for, outlines any concerns needing immediate or future attention and notes all items the technician checked as still in good condition.

All recommended items include price estimates and can be approved with a single touch. Customers can also access helpful explanatory information with photos about each recommended service.  The customer can review, decline or authorize the repairs in a matter of minutes with minimal personal interruption. Once approvals are complete, the customer is given a total estimate for their service visit, including items that were previously approved, as well as an updated promise time. Using text and email to get customer approvals is less intrusive and can be performed more easily, eliminating voice mails and resulting in shorter approval cycles.

3. Can it Improve my CSI score?

According to the J.D. Power 2019 Customer Service Index (CSI) Study, there’s a 75-point difference between customers who have an all-digital experience and those who have an all-analog experience. That makes using digital tools to communicate vital to good CSI.

Add to that a dedicated approach to customer service that fuses human relationships with the efficiency of technology. In essence, technology empowers human interaction, and optimizes the experience. In this way, and because Digital MPI has such a strong consumer-facing value, it’s easy to see how utilizing Digital MPIs could contribute to positive CSI scores. The technology provides dealers and their customers a win-win: customers appreciate the speed and efficiency it brings, while dealers appreciate the value of added capacity and happy service customers. It’s all a part of creating a frictionless service experience that infuses human relationships with technology efficiencies.   

…And One Special Feature

Digital MPI is built on a solid foundation of data. It uses certified, bi-directional integration with DMS software and leading third parties, and shares data across all ONE Platform solutions. This provides complete transparency, establishes accuracy and includes complete store integration. In that way, it’s built to exceed customer expectations.

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits.


Nourse Nissan proudly serves the Portsmouth, OH region. Nourse prides itself on delivering top-notch customer service with a personal dealership experience – from sales to service.

Results

Nourse Nissan has been on the Nissan Service Workflow Suite from Dealer-FX since April of 2017. The solution has been integral to implementing a consistent service process in the service lane and has generated impressive results.

From the Dealership

“The Nissan Service Workflow Suite from Dealer-FX streamlined the appointment and write-up process for our dealership.

One of the biggest advantages of the system is the ability to quote services and parts accurately. Since the product integrates with our parts tape as well as decodes at a VIN level, we can provide accurate and timely prices and parts availability to customers. The greatest results we have seen have been in our Service BDC. With the system having a simple method of pricing by VIN, we can cut down on quote times and transferring calls to the advisors. The system is simple and accurate enough for a BDC to confidently answer customer questions. 

The in-dealership support from Dealer-FX is second to none. I wish all vendors were this great!”


Kevin Patterson, Director of Operations
Nourse Chillicothe Automall, Chillicothe, OH

What’s Next?

We drive the digital transformation of dealerships with the only end-to-end platform that gives your employees the tools they need to satisfy customers while driving higher revenue and profits.

Want customer satisfaction to go up? Go digital with your service communication and operations.

That’s according to the recently published J.D. Power 2019 Customer Service Index (CSI) Study, which found that satisfaction scores tend to go up when dealership service departments use customer-preferred methods of communication.

In other words: digital. And especially digital when it comes to tasks such as scheduling service and communicating with the dealer service employees. The study’s findings showed a 75-point variance between customers who have an all-digital experience, compared to an analog experience. It also found that satisfaction spikes more when a service advisor uses a tablet during a visit. The study measures satisfaction with service at a franchised dealer or independent service facility for maintenance or repair work among owners and lessees of 1- to 3-year-old vehicles. It also provides a numerical index ranking of the highest-performing U.S. automotive brands. Key findings include:

  • All generations prefer online scheduling, in greater numbers: This year, 28% of all customers want online appointment-setting over the phone, with Millennials leading the way. Over the past five years, the study has seen a consistent increase in online scheduling demand.

  • In-store engagement remains vital — with the help of tablets: Most customers feel service advisors provide important value in terms of vehicle advice, informing them about work done and status, and performing a walk-around. In fact, the study results found that the walk-around boosted the customer’s perceived value of the service. It’s also an opportunity to bring mobile technology into the experience, adding a rich layer of data and communication.

  • Over-delivery of service excellence is more important than ever: The 2019 Customer Service Index (CSI) Study also identified a shrinking satisfaction gap between franchised dealers and independent facilities. For some dealers, this is less a shift than it is a wake-up call to focus on the things that delight as well as deliver service. For example, according to J.D. Power, so-called “small things” such as washing a customer’s car is only done 81% of the time, and returning vehicle settings to their pre-service status is only completed 45% of the time. Those are two excellent opportunities to surprise and delight a customer — and create a little loyalty.

That’s important in a tough and ultra-competitive market. Overall, this year’s J.D. Power Customer Service Index (CSI) Study illustrates an emerging profile of vehicle service that requires the function and efficiency of digital tools that help to enable a renewed focus on the customer service experience. From scheduling service online to ensuring the on-time completion of repair and maintenance, optimizing communication and workflow efficiencies make it easier to go the extra step — and do so efficiently.

What’s Next?

Click here to learn more about Dealer-FX ONE Platform. At Dealer-FX, our mission is to help automotive dealerships transform the customer experience by providing leading-edge marketing services that help to deliver the right message at the right time — via the right digital channel. How can we help you?

There’s no debate – auto shows are great.

From crazy concepts meant to showcase an “idea” of future mobility to crazier vehicles with no real reason to exist (except for fun), seeing ’em at the show is to see them under the shiny lights of stardom. Heck, even the most mundane and run-of-the-mill vehicular appliances get special treatment at the show.

Perhaps that’s why the annual New York International Auto Show is always so special. No matter why it’s here — or whether it’s even a good idea — the cars are the stars in New York. Take a look at some of the most notable debuts this year, from the outrageous to the amazing…and practical.

Genesis Essentia Concept

It’s true that so-called electric vehicles cars really don’t make headlines anymore. Most are simply plain and functional. That’s not the case with the Genesis Essentia. The brand’s first EV concept is a bold interpretation of what the future of driving might become. Check out the unique Jetson-esqe glass bubble, transparent hood, and sleek chromed lines.

Genesis Mint Concept

As a concept, the Mint is cool. As an actual, honest-to-goodness real two-seater? Yes please! Genesis officials are looking into the idea of making the Mint a production vehicle. If they do, here’s hoping the brand keeps the electric drive powertrain. That would make it an efficient and sporty must-drive icon for the brand.

Karlmann King

Got $2.2 million burning a hole in your pocket? Come check out the Karlmann King — or don’t. Because truly this is the SUV for people with too much money. Weighing in at almost 10,000 pounds (13,000 with bulletproof material), The King is powered by the Ford 6.8-liter V10, which makes 398 horsepower. Problem is, the portly dimensions of the vehicle squeeze all those horses down to a sluggish 90 MPH maximum speed. Even worse, the King only seats four. Why?

2020 Nissan GT-R 50th Anniversary Edition

The GT-R is like the LeBron of performance vehicles. Or the Neymar of motivation. Indeed, simply say the letters G, T, and R aloud and you’re sure to get knowing glances and nods from nearby auto enthusiasts. This is a special vehicle with a special history — so it’s fitting that the 50th Anniversary Editon debut at the 2019 New York Auto Show. As a part of the package, this icon of icons gets three heritage-era, two-tone exterior color combinations, including Bayside (Wangan) Blue — with white racing stripes — the first time that color was used since the famed GT-R “R34” model.

2019 Porsche 911 Speedster

Go ahead. Look at it and dream. The limited-edition roofless Porsche 911 Speedster is powered by the automaker’s 4.0-liter 6-cylinder engine that makes 502 horsepower. It’s a special car — and as such just 1,948 copies will be made available. In case you’re wondering, 1948 is the year Porsche was founded.

Click here for more about 2019 New York Auto Show.

What’s Next?

Click here to learn more about Dealer-FX ONE Platform. At Dealer-FX, our mission is to help automotive dealerships transform the customer experience by providing leading-edge marketing services that help to deliver the right message at the right time — via the right digital channel. How can we help you?

Quick: What’s simple to do, difficult to master, but critical to your service business?

Maybe it’s expert vehicle service and repair. Or perhaps the friendly professionalism of your experienced service advisors. It could be the efficiency of your parts team, as well.

No. That thing that’s simple to do yet difficult to master — the Holy Grail of your service department — is the art of appointment setting. That’s according to Dealer-FX Vice President of Client Optimization, Greg Dryden, as well as any service expert worth their weight in ROs. And it seems pretty simple, right? After all, getting people to make an appointment is the first and most important step toward service success. And yet finding a shop that does it right is as difficult to locate as that cup sought out by King Arthur and Indiana Jones. Simply put. scheduling impacts every area of your service department. The challenge is that many advisors and appointment setters see the appointment process as something to just get through quickly; many advisors will often brag about how they can make an appointment in 30 seconds or less. Having written service for over 12 years, I do understand the pressure to move quickly — but most would agree that making a good impression and getting accurate information is far more important than getting off the phone in 30 seconds.

It’s that first interaction that makes it so important, whether that’s online or over the phone. In fact, according to the 2019 J.D. Power Customer Service Index Survey, 28% of customers prefer to book online, but about 45% of customers do not know booking online is an option. That makes it pretty clear that while booking online is the preferred approach if you want to do it right — every time — your advisors have to master both options. Here are a few tips to help:  

Tip 1: Enable Online Scheduling. The J.D. Power study found that customers who book online book an average of $50 of factory recommended maintenance, compared to $32 when calling in. Customers who booked online also spend $25 more in the drive when presented the maintenance menu, and had higher CSI scores. Reduce the number of phone calls your advisor has to answer and get customers to book more maintenance online. They’ll spend more, and deliver higher CSI scores.

Tip 2: Introduce Online Scheduling as Part of New Car Delivery. Show the customer your website and walk them through how to make their first appointment online. Give them a reminder card, as well — with the website address listed. Then introduce them to the service advisor you set the online check-in with — just to connect the dots. But what if you’re not online? Phone appointments are just as important — even though they might not be as efficient or profitable. Keep these in mind when your team is on the phone:

Tip 3: Answer the Phone! You’d be amazed at how often a customer calls, yet can’t get through. Or gets put on hold forever. If you don’t have enough staff to answer the phones, fix that first so that every call is answered by the fourth ring.

Connect - Custom Marketing Solutions

Tip 4: Be Professional. “Service” is not an appropriate way to answer. Thank the customer for calling your dealership, identify yourself and ask, ”How can I help?” Find out the customer’s name and make sure you know the make, model and mileage for the vehicle to be serviced. Before ending the call, verify their contact information and secure text/email opt-ins for communication. Sadly, there are times when a car is in for service and the advisor can’t reach the customer… because no one bothered to verify their phone number and email address.

Tip 5: Understand the Customer’s Concerns.  Are they experiencing a specific issue? Do they have a description? Check the vehicle history, and get background information. Is this is a repeat visit? Are they coming in for maintenance only? Pretend you’re the technician trying to identify the issue and ask questions such as How long has this been happening? Is it all the time or intermittently? and When do you notice it? Take the time to thoroughly document everything the customer says. Your customers and technicians will appreciate the effort.

Tip 6: Advise the Customer on Maintenance. Send them a copy of required maintenance intervals, so they can know what to expect before check-in. A good appointment scheduling system will integrate with OEM data and populate factory required maintenance — priced out and ready to review. Some studies show a 32% increase in factory scheduled maintenance sold on the drive if presented during the appointment call.

Tip 7: Check for Recalls. You should also have the ability (with a VIN) to let your customer know ahead of time if there are any required recalls. Help the customer find their VIN by suggesting that they look at their insurance card or owner’s app. Ask the parts department to supply a daily list of on-hand parts for the top ten most active recalls

Tip 8: Help with Transportation Options. Ask if they will need alternate transportation. If so, share dealership options. Remember that the best approach is to “underpromise” and “overdeliver” the time it takes to properly diagnose and repair a car, so try to make it convenient for customers to leave their car overnight. Today’s appointment technology usually includes a transportation option — and that helps to make sure the rentals, loaners and shuttles are ready to go.

Tip 9: Set Expectations. An AutoMD.com survey done a few years ago found that most people prefer going to the dentist over going to the repair shop. You can help ease their anxiety by being transparent and telling customers what to expect. Walk them through the process, including time with the advisor, so they can plan ahead.

Tip 10: Send a Confirmation Email. Send a reminder email 24 hours prior to check-in time. Explain that this specific time is set aside for them to meet with their advisor, not an appointment with the technician. Be ready with an educated guess for the inevitable follow-up question. “When will my vehicle be seen by a technician?”

Tip 11: Monitor Calls. If your dealership monitors incoming and outgoing phone calls, set aside a few minutes to listen to random calls daily. You’ll be amazed at the coaching opportunities that arise from this simple exercise.

It all seems pretty simple. Yet finding the Holy Grail, like finding the sweet spot between the ideal customer interaction and reality, is difficult. And if you think your service department is the exception, try going on your own quest for the Service Department Holy Grail as a mystery shopper.  

Mystery Shopper Exercise

Want to see how easy it is for a customer to book an appointment at your dealership? Start by going online to see how effective your online solution is. Was it easy to access? Did you see the maintenance as recommended in your owner’s manual? Was there a picture of the advisor you would be working with? Did you get a reminder email? Could you add it to your calendar?

Next, call your dealership and pretend you have never been there before. Did the team build your confidence with their level of professionalism? Do you feel like they gathered the information needed to know and understand your concern? Did they follow up? Was it accurate?

If they did — congratulations! You have no need to journey forth. If you don’t have a good impression, it’s a safe bet your customers won’t either. Let’s treat the appointment-setting process the way it should be – not as an inconvenience to be done as quickly as possible, but as a quest for the Holy Grail!

How Can Dealer-FX Help?

At Dealer-FX, our mission is to help auto brands and dealerships transform the customer experience by providing leading-edge technology solutions that create an exceptional and efficient service experience. How can we help you?

By Ridge McCoy| Regional Performance Manager
Dealer-FX Group, Inc.

Read More from Ridge:

What happens when you give service employees multiple layers of valuable information — right at their fingertips — and right when they need it?

Great service happens.

Simply put, providing usable information about customer and vehicle usually results in accurate estimates that include parts availability, complete jobs, and improved department efficiency. That makes for a shop that specializes in happy customers and a healthy bottom line. Making that happen is at the core of what Technician Inspection software does. So if you’re researching digital multi-point inspection technology solutions, make sure you start with these three questions:

#1. How Does Technician Inspection Help Service Department Employees Work More Efficiently?  

Technician Inspection helps to speed the service process by putting all required data in one place, such as customer concerns, reported vehicle condition from the walk-around, service history, prior MPI inspections, current approved services and service advisor notes. When technicians, advisors and parts employees get the data they need at the right time, it improves morale and efficiency. For example, the right data helps parts employees generate accurate quotes, which advisors use for faster, more accurate estimates – and results in expanded labor hours.

#2. What are Some of the Tangible Benefits of Technician Inspection?

Because it provides more vital customer and vehicle information at the right time and place, Technician Inspection can improve fixed first-visit rates. Technician Inspection connects seamlessly back into the Service Dashboard which improves internal communication with real-time messaging between advisors, the parts department, and other service employees. And with an electronic MPI report that can be printed or texted to the customer, upsell opportunities grow — as does credibility and professionalism.  

#3. How Does Technician Inspection Improve Customer Experience?

Dealer-FX

Transparency, convenience, and accuracy are the keys to happy customers. That’s what Technician Inspection delivers, along with Digital MPI (DMPI). Both are instrumental in improving these three crucial requirements during the service process. By giving technicians multiple layers of customer data, it ensures that they have all the information they need to get the job done right, with precise estimates. Digital MPI provides transparent inspection results to the customer and allows them to review and approve recommendations on their mobile device. As a result of the connective benefits of Technician Inspection, it’s easier to resolve all customer concerns and provide them with a more complete view of estimates — for quicker approvals. That makes customers happy – and helps to deliver faster repair approvals.

Special Feature:  Try These Actions to Make the Most of Technician Inspection

If parts price and availability requests are made to the parts department electronically, it allows the technician to move on to another job while the request is being completed. That increases efficiency and reduces the potential to waste time waiting for availability.

How Can Dealer-FX Help?

At Dealer-FX, our mission is to help auto brands and dealerships transform the customer experience by providing leading-edge technology solutions that create an exceptional and efficient service experience. How can we help you?

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