To anyone outside of the automotive industry the term “waiter” can mean many different things. To our customers using this automotive slang is very confusing and can be frustrating as well. As this business evolves it seems that our waiting lounges are becoming more and more crowded and not just at peak times, it stays full all day long. A majority of my career being with Nissan and my most recent store I came from had four separate waiting rooms and another area that our customers can get refreshments. This design was Nissans latest floor plan and had specific emphasis on helping the customers feel more comfortable while they are in for service and/or buying a car. We designed 2 separate waiting rooms that had couches and comfortable chairs, a kids playroom and then also an area where customers could sit down and work.

The point of this is to highlight the fact that customers are willing to wait at your store for their car to get serviced instead of leaving it with you. This brings up a couple of questions in my mind; are customers waiting at your store for their vehicle because they have all this extra time to kill or are they there to keep a watchful eye on their vehicle? I suspect they are there waiting because if they leave their vehicle they feel as if they loose control and their car could be there all day long.

On routine maintenance services such as oil changes and tire rotations we encouraged our customer to wait for their vehicle and stop in anytime. For this to be successful and create a positive service survey we really had to make sure our processes were tight and centered on getting the customer in and out in less than forty-five minutes. Here are a couple basic steps we created to help us deliver on our promise.

• Teamwork – All support staff, all advisors, all express technicians and even the service manager at times had to be involved in order to make sure the customers car was progressing through the repair
• Buy-in – Everyone had to have a vested interest in making certain that we delivered on our promise and created an exceptional service experience.
• Choreography – Every step had to be efficient. The write-up to pulling into the express lane, the multi point inspection to explaining the results to the customer, the paper work to delivering the car back to the customer all had to have urgency and everyone needed to know their role.
• Customer involvement – As the customer is sitting there make sure they are involved in the repair process. Make sure your update of their vehicle’s multi point inspection is completed within 15 minutes of write up. Show them the condition of the filters instead of telling them and ask them if they would like to see the condition of the tires and brakes. This step will help the time to pass quickly and build trust.

Commit to exceeding the demand from our customers. They want service and they want it now. Now how come we simply don’t deliver? Answer: It is tough and will not be easy but I encourage you to meet your customers expectations and get the express service mastered.

To anyone outside of the automotive industry the term “waiter” can mean many different things. To our customers using this automotive slang is very confusing and can be frustrating as well. As this business evolves it seems that our waiting lounges are becoming more and more crowded and not just at peak times, it stays full all day long. A majority of my career being with Nissan and my most recent store I came from had four separate waiting rooms and another area that our customers can get refreshments. This design was Nissans latest floor plan and had specific emphasis on helping the customers feel more comfortable while they are in for service and/or buying a car. We designed 2 separate waiting rooms that had couches and comfortable chairs, a kids playroom and then also an area where customers could sit down and work.

The point of this is to highlight the fact that customers are willing to wait at your store for their car to get serviced instead of leaving it with you. This brings up a couple of questions in my mind; are customers waiting at your store for their vehicle because they have all this extra time to kill or are they there to keep a watchful eye on their vehicle? I suspect they are there waiting because if they leave their vehicle they feel as if they loose control and their car could be there all day long.

On routine maintenance services such as oil changes and tire rotations we encouraged our customer to wait for their vehicle and stop in anytime. For this to be successful and create a positive service survey we really had to make sure our processes were tight and centered on getting the customer in and out in less than forty-five minutes. Here are a couple basic steps we created to help us deliver on our promise.

• Teamwork – All support staff, all advisors, all express technicians and even the service manager at times had to be involved in order to make sure the customers car was progressing through the repair
• Buy-in – Everyone had to have a vested interest in making certain that we delivered on our promise and created an exceptional service experience.
• Choreography – Every step had to be efficient. The write-up to pulling into the express lane, the multi point inspection to explaining the results to the customer, the paper work to delivering the car back to the customer all had to have urgency and everyone needed to know their role.
• Customer involvement – As the customer is sitting there make sure they are involved in the repair process. Make sure your update of their vehicle’s multi point inspection is completed within 15 minutes of write up. Show them the condition of the filters instead of telling them and ask them if they would like to see the condition of the tires and brakes. This step will help the time to pass quickly and build trust.

Commit to exceeding the demand from our customers. They want service and they want it now. Now how come we simply don’t deliver? Answer: It is tough and will not be easy but I encourage you to meet your customers expectations and get the express service mastered.

Having thirty plus years helping customers in the automotive industry has turned me into the biggest observer of customer service. I could be in line at the fast food restraint critiquing the customer and employee exchange or at a high-end resort picking out the areas that they may be falling short in providing the best overall customer experience. Actually my family is so annoyed by it I am often standing there alone when the customer in front of me might be getting the short end of good customer service because I will probably say something to the service provider when it is my time. I feel compelled to let them know what I see and simple ways it could be improved. Here are a few easy tips that can and will help your next customer exchange.

• Smile – The most basic mannerism I look for during an interview of a future employee. Someone that does not have to think to smile will typically be best in front of customers.
• Stay Engaged – There are a lot of distractions, tune them out and give your live customer all the attention
• Do not pre judge – Never choose a book by its cover and treat everyone equally awesome.
• Look for areas to improve – Be cognizant of what your customer is telling you verbally and non verbally and be aware so you are able to fix the problem.
• Actively listen – All to often we know the answer before the customer has finished their question and nothing is more frustrating than being cut off. Allow the customer to finish their thought and then reply.
• Remove the phrase “we cant” – Replace it with telling the customer what you can do to solve their problem.
• Show genuine interest – Its one thing to listen but to listen and not care is a top ten customer complaint. Be empathetic and have genuine interest in fixing the customers concern or request.
• Never discuss customers in front of other customers – You may know the customer in front of you pretty well and think it may be ok to finish telling them about one of your previous customers and the issues you had with them. It is not ok and do not do it
• Be sure everything is completed – Nothing is more frustrating than not getting what you asked for. Make sure you follow through and complete everything that has been asked of you.
• Tell the guest “thank you” – Our customers have many choices you should be thankful they chose you for service.
• Invite them back – Just like a good friend leaving your home, please invite them to come back and see you

If you think that I am alone in the world of forming an opinion of a service provider due to the interaction I observe from the previous customer then you are crazy. I would venture to guess that every customer is very aware of what is going on around him or her and it weighs in heavily on his or her overall assessment of you. Remind your staff, they are on stage from bell to bell and if they need to get something off their chest or out of their head then they need to exit stage left and get off the service drive.

Having thirty plus years helping customers in the automotive industry has turned me into the biggest observer of customer service. I could be in line at the fast food restraint critiquing the customer and employee exchange or at a high-end resort picking out the areas that they may be falling short in providing the best overall customer experience. Actually my family is so annoyed by it I am often standing there alone when the customer in front of me might be getting the short end of good customer service because I will probably say something to the service provider when it is my time. I feel compelled to let them know what I see and simple ways it could be improved. Here are a few easy tips that can and will help your next customer exchange.

• Smile – The most basic mannerism I look for during an interview of a future employee. Someone that does not have to think to smile will typically be best in front of customers.
• Stay Engaged – There are a lot of distractions, tune them out and give your live customer all the attention
• Do not pre judge – Never choose a book by its cover and treat everyone equally awesome.
• Look for areas to improve – Be cognizant of what your customer is telling you verbally and non verbally and be aware so you are able to fix the problem.
• Actively listen – All to often we know the answer before the customer has finished their question and nothing is more frustrating than being cut off. Allow the customer to finish their thought and then reply.
• Remove the phrase “we cant” – Replace it with telling the customer what you can do to solve their problem.
• Show genuine interest – Its one thing to listen but to listen and not care is a top ten customer complaint. Be empathetic and have genuine interest in fixing the customers concern or request.
• Never discuss customers in front of other customers – You may know the customer in front of you pretty well and think it may be ok to finish telling them about one of your previous customers and the issues you had with them. It is not ok and do not do it
• Be sure everything is completed – Nothing is more frustrating than not getting what you asked for. Make sure you follow through and complete everything that has been asked of you.
• Tell the guest “thank you” – Our customers have many choices you should be thankful they chose you for service.
• Invite them back – Just like a good friend leaving your home, please invite them to come back and see you

If you think that I am alone in the world of forming an opinion of a service provider due to the interaction I observe from the previous customer then you are crazy. I would venture to guess that every customer is very aware of what is going on around him or her and it weighs in heavily on his or her overall assessment of you. Remind your staff, they are on stage from bell to bell and if they need to get something off their chest or out of their head then they need to exit stage left and get off the service drive.