Where'd They Go?....

Brad Bossen
Remember the "old days"? You know when the service drive was so busy that we had to hire someone to greet the customers and begin the write-up process. And we were too busy to make follow-up calls so we had someone doing that too. And then we hired someone to greet the customers and direct them to the cashier when they returned. And we had a couple of extra lot techs to retrieve their vehicle and send them on their way. Remember the old days? Well, look around, because the old days are gone and so are all those extra employees that we depended upon to meet, greet, answer questions and thank our customers for their business. Some of us can even remember when the service manager used to stand on the Drive each morning greeting their customers, then again in the evening thanking them and saying good bye! Step back and review your customer "handling" processes. Make sure that in your efforts to do too much with too few that you are not forgetting the most important piece…the customer!!

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