Disclaimer: this post is NOT about over-selling. You might find that it resounds with you, or you might completely and wholeheartedly disagree with me. But in my very humble opinion, the North American ‘customer service’ model is overly intrusive in the way service is provided.

I’m coming to the end of my vacation in Italy where you are served in a much different way than Americans are used to. From the waiter at the Michelin-star restaurant to the attendant at the fuel station, the employees in the leather shops to the tour guides, they are available at your beck and call.

Need a different size? Just look in their direction where they attentively watch at a distance. Want a top-up of Prosecco? Simply raise your eyes to the waiter a few steps away. Yet, in most cases, you aren’t pestered every minute about how you’re doing. You aren’t rushed to make your decision about dinner, nor are you asked how it tastes before your first bite is chewed and swallowed. It’s attentive but not intrusive.

The North American experience is much different with an emphasis on ‘excellent customer service’. At least, that’s what we say it is. You have a waiter hovering to take your order, ask you how it tastes, clearing your plate as you pick up the last bite, and bringing your bill so they can flip the table quickly.

And I contest that dealerships are similar in North America. You bring your car in for service, choose from the menu after you hear the ‘specials’, receive several phone calls to touch base and update, a follow-up call, thank-you email, CSI survey, and constant emails. After your next visit, it’s the same thing again.

The over-the-top customer service experience isn’t special anymore. It’s what is expected by all, dreaded by some, and appreciated as intended by only a few. So then, I ask you:

Would Your Customers Appreciate Less ‘Service’ From You?

In the craze of the daily life in a busy dealership service department, it can feel like you’re riding on the edge control. If one small thing goes haywire, your whole day can run off the rails. Might that ‘busyness’ come from doing too much unnecessarily? I think so.

I don’t know if there’s an easy answer, or if this is an opinion shared by others. But I’d like to know if you agree or disagree. Are there aspects of your service experience that are unnecessary? Are there processes that would free up much needed time for your staff if they were trimmed? I’ll give you just a few ideas I have about it.

The 80/20 Rule

If there’s something you do that benefits 80 percent of your clients – or just think of the vast majority -  it’s worthwhile. But if you’re implementing processes to satisfy the very occasional customer – the 20 percent – then is it really necessary to implement it across the board? Likely not.

When you’re making or changing processes, consider how many will benefit from it, and if the work involved is worth it.

Ask Your Customers

Every store has a few clients that are willing to give brutally honest feedback. All you need to do is ask them and you’ll quickly know if your store is doing too much to serve them. It wouldn’t surprise me if some said they get too many calls and emails from the dealership.

Consider What You Appreciate In Other Industries

It’s tough to think about what you want in the auto service industry – you’re too close to it. You can, however, apply the same principles from other industries such as restaurants and retail. When you come across something that annoys you, consider whether your store is similar and if it might annoy your customers.

For example, does the waitress ask if you’re ready to order as soon as you sit down at your table? If you haven’t heard what’s on the menu today, how should you know what to order? Similarly, if a service advisor asks a customer what their car is in for without reviewing the recommended services, a customer may be frustrated or unsure what they should get.

I’d love to hear what some thoughts and perspectives from others. Weigh in – I might be out to lunch!