Fixed-Op’s arguably is the one department that keeps the dealer afloat absorbing the costs to run a dealership. It is also the one department that seems to be ignored when it comes to assistance and training.
Should the service advisors be answering inbound phone calls possibly ignoring the customer in front of them?
A customer waiting for an advisor to put down the phone is much like checking into a hotel – with heavy bags in arm – where the front desk attendant is on the phone. Taking what seems to be an eternity, and here you are standing there aimlessly waiting to be noticed.
Both customers are just as important, no? So, how do we ensure that both customers are attended too?
Is the answer to set up a call center that assists the customers? Understanding that while the BDC might not be able to give a diagnosis over the phone (not that an advisor can either most times), but what they could set up an appointment for the customer.
Taking the phones out of the service allows the advisors to concentrate on offering excellent customer service to the customers in the lane. Allowing the advisors the opportunity to upsell services to the customer.
There are also other benefits of having the phones out of the service lanes. One of the biggest benefits is the ability for the call center to connect sales to service. Where the BDC can quickly pull up the customer's last visit thanking the customer for their loyalty. Even better, the customers who had not serviced with your dealership before able to have a loyalty account set up for them over the phone.
Earning them rewards dollars before they even come in! Engaging with the customer with consistency makes it that much easier to maintain relationships with loyal customers. As the BDC understands the total value of that client's account. Versus the service department (just like in sales) look at the customer as a service customer - not a dealer customer.
How does your store handle fixed op's overflow? Has your store had success without BDC assisting the service lane? What are your best practices?