WEST MIDDLESEX, PA – August 1, 2014: Autosoft, Inc., an innovative managed services provider in the automotive retail industry, is proud to announce its selection as one of the 2014 Best Places to Work in Western Pennsylvania by the Pittsburgh Business Times.

Autosoft employees were recently invited to participate in an online survey about their work experience; based on results that measure engagement, Autosoft has achieved the honor of being included among a prestigious group of companies.

Rankings will be released at an awards program on Oct. 30, 2014 to be held at the Westin Convention Center Hotel in Pittsburgh, PA. At the event, three companies will be singled out as leaders in their individual employee count-based categories, and an overall highest-scoring company will be named. 

President and CEO Bryce Veon is building on the company’s history of excellence through its employees’ talents and passion. In the past year, Autosoft has doubled in size and has become a highly sought-after place to work. Veon says of Autosoft’s associates, “We look for people who want to be part of the vision of the company—people who want to make a difference. We’ve found very talented professionals to join our team and it’s my responsibility to keep them motivated. Having fun is a big part of that formula”.

Bryce and the rest of Autosoft’s leadership team are as focused on making the office a positive environment where creativity is nurtured and rewarded, as they are on making Autosoft’s software the best automotive dealership management solutions available. Veon says “Employees feel a part of something larger, a family committed to the same goal and to investing in each other. To attract the best software developers, product managers, sales associates, customer support staff and other skilled professionals, we’ve examined what makes for a great workplace, the issues that employees deal with and the best ways to make Autosoft’s employees’ work and personal lives mesh”. This philosophy has resulted in programs designed to make employees happier, healthier, more engaged with the community in which they work and aware of how appreciated they are by Autosoft’s leadership.

The company has established a wellness program to help employees achieve better health and manage stress, while the Autosoft A-Team keeps the workplace energetic. The committee behind the A-Team hosts cookouts, associate cook-offs, themed days at the office, and social outings to build team spirit and connection. Through the Autosoft Cares committee, the company organizes activities and fundraisers that give back to the communities Autosoft and its employees call home.

“From giving each employee the power to make decisions and take calculated risks without the fear of failure, to developing programs that show them how much they’re valued as members of the team, we aim to make Autosoft an environment where people can grow professionally without sacrificing their personal health and well-being”, Veon said.

About Autosoft, Inc.
In an established automotive retailing marketplace, Autosoft, Inc., headquartered in West Middlesex, PA with offices in Dayton, OH is breaking the mold with innovative, user-friendly technology and business-friendly terms and conditions. Through new managed services solutions, customers throughout North America now have convenient, affordable access to the tools they need to run a car dealership from any Internet-enabled device. We are proud that we put customers first, with over 30,000 users in 2,000 car dealerships, and that we have a growing associate team that lives this practice of exceptional customer care and support.

For more information about Autosoft, call Autosoft Marketing at 800-473-4630, email marketing@autosoft-asi.com or visit the website at www.autosoftyoudrive.com . 

WEST MIDDLESEX, PA – August 1, 2014: Autosoft, Inc., an innovative managed services provider in the automotive retail industry, is proud to announce its selection as one of the 2014 Best Places to Work in Western Pennsylvania by the Pittsburgh Business Times.

Autosoft employees were recently invited to participate in an online survey about their work experience; based on results that measure engagement, Autosoft has achieved the honor of being included among a prestigious group of companies.

Rankings will be released at an awards program on Oct. 30, 2014 to be held at the Westin Convention Center Hotel in Pittsburgh, PA. At the event, three companies will be singled out as leaders in their individual employee count-based categories, and an overall highest-scoring company will be named. 

President and CEO Bryce Veon is building on the company’s history of excellence through its employees’ talents and passion. In the past year, Autosoft has doubled in size and has become a highly sought-after place to work. Veon says of Autosoft’s associates, “We look for people who want to be part of the vision of the company—people who want to make a difference. We’ve found very talented professionals to join our team and it’s my responsibility to keep them motivated. Having fun is a big part of that formula”.

Bryce and the rest of Autosoft’s leadership team are as focused on making the office a positive environment where creativity is nurtured and rewarded, as they are on making Autosoft’s software the best automotive dealership management solutions available. Veon says “Employees feel a part of something larger, a family committed to the same goal and to investing in each other. To attract the best software developers, product managers, sales associates, customer support staff and other skilled professionals, we’ve examined what makes for a great workplace, the issues that employees deal with and the best ways to make Autosoft’s employees’ work and personal lives mesh”. This philosophy has resulted in programs designed to make employees happier, healthier, more engaged with the community in which they work and aware of how appreciated they are by Autosoft’s leadership.

The company has established a wellness program to help employees achieve better health and manage stress, while the Autosoft A-Team keeps the workplace energetic. The committee behind the A-Team hosts cookouts, associate cook-offs, themed days at the office, and social outings to build team spirit and connection. Through the Autosoft Cares committee, the company organizes activities and fundraisers that give back to the communities Autosoft and its employees call home.

“From giving each employee the power to make decisions and take calculated risks without the fear of failure, to developing programs that show them how much they’re valued as members of the team, we aim to make Autosoft an environment where people can grow professionally without sacrificing their personal health and well-being”, Veon said.

About Autosoft, Inc.
In an established automotive retailing marketplace, Autosoft, Inc., headquartered in West Middlesex, PA with offices in Dayton, OH is breaking the mold with innovative, user-friendly technology and business-friendly terms and conditions. Through new managed services solutions, customers throughout North America now have convenient, affordable access to the tools they need to run a car dealership from any Internet-enabled device. We are proud that we put customers first, with over 30,000 users in 2,000 car dealerships, and that we have a growing associate team that lives this practice of exceptional customer care and support.

For more information about Autosoft, call Autosoft Marketing at 800-473-4630, email marketing@autosoft-asi.com or visit the website at www.autosoftyoudrive.com . 

Men’s Wearhouse owner George Zimmer famously stated, “You’re going to like the way you look. I guarantee it.” If you remember this, it’s impossible to hear the phrase without knowing Zimmer and his company will stand behind your decision to shop with them and make the experience the best it can be. (Note: Very sad he is gone.)

How about Tom Bodett leaving the light on at Motel 6? Or when Hyundai and Kia first offered a 10 year/100,000 mile warranty on its vehicles or to buy their vehicle back if you lost your job?

All of these companies’ claims were game-changers in customer service. Their assurances and guarantees are bold, and they help us form an opinion about the product being offered. They also give us insight regarding how the company feels about their merchandise or services.

Why then do so many companies and vendors shy away from such lofty statements? Are they concerned about litigation? Maybe they don’t feel confident in what they are promoting. Or are they just concerned that they could actually get an unhappy customer who might want his or her money back?

Regardless, in today’s era of technology and social media, a company that is not willing to stand behind their product might as well fold up tent and go home. This is a global economy with instantaneous access, and people are more than willing to share their experiences through Facebook, Twitter, Yelp and the other numerous outlets available to them.

Consumers are demanding, as well they should be. This is a culture of “survival of the fittest,” and only those companies willing to do anything and everything for their customers will remain in the game.

Being in the car business for 25 years, I have seen my share of shills. But I have also met many representatives of companies who proudly stand behind their product, through thick and thin, and I considered them partners more than vendors.

Have I made those claims for my money back? A few. But generally, if a company was willing to guarantee its product’s success, I was confident the product would perform as advertised.

Making changes and finding vendors willing to be partners is tough business. Look for a company and representative who are going to openly provide a guarantee, ensuring you will be happy with what you are buying or you get your money back. Choose companies like Autosoft, which guarantees you “A DMS You’ll Love or Your Money Back” – a promise that is simple, honest and to the point.

I wish you well in finding your new vendors/partners.

Men’s Wearhouse owner George Zimmer famously stated, “You’re going to like the way you look. I guarantee it.” If you remember this, it’s impossible to hear the phrase without knowing Zimmer and his company will stand behind your decision to shop with them and make the experience the best it can be. (Note: Very sad he is gone.)

How about Tom Bodett leaving the light on at Motel 6? Or when Hyundai and Kia first offered a 10 year/100,000 mile warranty on its vehicles or to buy their vehicle back if you lost your job?

All of these companies’ claims were game-changers in customer service. Their assurances and guarantees are bold, and they help us form an opinion about the product being offered. They also give us insight regarding how the company feels about their merchandise or services.

Why then do so many companies and vendors shy away from such lofty statements? Are they concerned about litigation? Maybe they don’t feel confident in what they are promoting. Or are they just concerned that they could actually get an unhappy customer who might want his or her money back?

Regardless, in today’s era of technology and social media, a company that is not willing to stand behind their product might as well fold up tent and go home. This is a global economy with instantaneous access, and people are more than willing to share their experiences through Facebook, Twitter, Yelp and the other numerous outlets available to them.

Consumers are demanding, as well they should be. This is a culture of “survival of the fittest,” and only those companies willing to do anything and everything for their customers will remain in the game.

Being in the car business for 25 years, I have seen my share of shills. But I have also met many representatives of companies who proudly stand behind their product, through thick and thin, and I considered them partners more than vendors.

Have I made those claims for my money back? A few. But generally, if a company was willing to guarantee its product’s success, I was confident the product would perform as advertised.

Making changes and finding vendors willing to be partners is tough business. Look for a company and representative who are going to openly provide a guarantee, ensuring you will be happy with what you are buying or you get your money back. Choose companies like Autosoft, which guarantees you “A DMS You’ll Love or Your Money Back” – a promise that is simple, honest and to the point.

I wish you well in finding your new vendors/partners.

~FLEX F&I Users Benefit from Integrated CRM/ILM Program Option

WEST MIDDLESEX, PA – July 24, 2014: Autosoft, Inc., a leading national dealer solutions provider, announces that Traffic Cop LLC has earned certification for integration with the FLEX dealer management system (DMS) as part of Autosoft’s FLEX Connect program. Traffic Cop is the first customer relationship management (CRM) and Internet lead management (ILM) showroom-to-shop management software to earn this certification.

The certification process required collaboration and development between Autosoft and Traffic Cop, resulting in a more integrated CRM solution for FLEX DMS dealers using the Traffic Cop solution. Autosoft’s Executive Vice President and Chief Technology Officer Mark Hellbusch views the integration as an additional value for Autosoft’s FLEX DMS dealers. “This certified integration provides our valued customers with a tested, secure, and verified means for further developing their relationships with customers and prospects,” Hellbusch said.

Among other features, this integration allows dealership users to send deals from the desk straight to Autosoft’s FLEX F&I, and refreshes the record in Traffic Cop after delivery to the business office. Users will be able to view full customer service records in Traffic Cop to optimize customer relationships throughout their lifecycle.

Brendan Hurley, Traffic Cop’s managing partner said of the certification, “This ensures that tens of thousands of Autosoft users across the country will now have a complete customer management solution with Traffic Cop and Autosoft FLEX DMS. The fact that Traffic Cop was developed exclusively for Autosoft users from day one is a major benefit for FLEX users.”

Traffic Cop was recently certified by the Chrysler Digital Certified CRM program to support Chrysler Digital leads sent to dealerships. Because of Traffic Cop’s certified integration with the FLEX DMS, it is one of Autosoft’s recommended solutions for Chrysler dealers receiving Internet leads in their program. To add another level of integration, Autosoft’s FLEX DMS is certified for OEM Communications integration with Chrysler, General Motors, Ford, Honda, Nissan and many others.

About Autosoft, Inc.
Autosoft, Inc., headquartered in West Middlesex, Pennsylvania, is a market-leading dealer management systems provider for automotive dealers. With 26 years in the industry, Autosoft has a customer base of more than 2,000 dealerships and 30,000 users in North America. Autosoft is committed to delivering industry-leading customer service and support that result in higher efficiency and profitability for dealerships. 

For more information about Autosoft, call Autosoft Marketing at 800-473-4630, email marketing@autosoft-asi.com or visit the website at www.autosoftyoudrive.com.

About Traffic Cop
Traffic Cop has a rich, 15-year history with Autosoft, and is a certified provider to FLEX DMS customers. For more information about Traffic Cop, call 888-992-4588, email Sales@TrafficCopCRM.com or visit the website at www.TrafficCopCRM.com.

~FLEX F&I Users Benefit from Integrated CRM/ILM Program Option

WEST MIDDLESEX, PA – July 24, 2014: Autosoft, Inc., a leading national dealer solutions provider, announces that Traffic Cop LLC has earned certification for integration with the FLEX dealer management system (DMS) as part of Autosoft’s FLEX Connect program. Traffic Cop is the first customer relationship management (CRM) and Internet lead management (ILM) showroom-to-shop management software to earn this certification.

The certification process required collaboration and development between Autosoft and Traffic Cop, resulting in a more integrated CRM solution for FLEX DMS dealers using the Traffic Cop solution. Autosoft’s Executive Vice President and Chief Technology Officer Mark Hellbusch views the integration as an additional value for Autosoft’s FLEX DMS dealers. “This certified integration provides our valued customers with a tested, secure, and verified means for further developing their relationships with customers and prospects,” Hellbusch said.

Among other features, this integration allows dealership users to send deals from the desk straight to Autosoft’s FLEX F&I, and refreshes the record in Traffic Cop after delivery to the business office. Users will be able to view full customer service records in Traffic Cop to optimize customer relationships throughout their lifecycle.

Brendan Hurley, Traffic Cop’s managing partner said of the certification, “This ensures that tens of thousands of Autosoft users across the country will now have a complete customer management solution with Traffic Cop and Autosoft FLEX DMS. The fact that Traffic Cop was developed exclusively for Autosoft users from day one is a major benefit for FLEX users.”

Traffic Cop was recently certified by the Chrysler Digital Certified CRM program to support Chrysler Digital leads sent to dealerships. Because of Traffic Cop’s certified integration with the FLEX DMS, it is one of Autosoft’s recommended solutions for Chrysler dealers receiving Internet leads in their program. To add another level of integration, Autosoft’s FLEX DMS is certified for OEM Communications integration with Chrysler, General Motors, Ford, Honda, Nissan and many others.

About Autosoft, Inc.
Autosoft, Inc., headquartered in West Middlesex, Pennsylvania, is a market-leading dealer management systems provider for automotive dealers. With 26 years in the industry, Autosoft has a customer base of more than 2,000 dealerships and 30,000 users in North America. Autosoft is committed to delivering industry-leading customer service and support that result in higher efficiency and profitability for dealerships. 

For more information about Autosoft, call Autosoft Marketing at 800-473-4630, email marketing@autosoft-asi.com or visit the website at www.autosoftyoudrive.com.

About Traffic Cop
Traffic Cop has a rich, 15-year history with Autosoft, and is a certified provider to FLEX DMS customers. For more information about Traffic Cop, call 888-992-4588, email Sales@TrafficCopCRM.com or visit the website at www.TrafficCopCRM.com.

~~Autosoft’s FLEX DMS Approved by Nissan for Integration with New Dealer Communication System

WEST MIDDLESEX, PA – July 17, 2014 – Leading dealer management system (DMS) provider Autosoft, Inc., (www.autosoft-asi.com) has announced that the Autosoft FLEX DMS has been approved for integration with the new dealer communication system that Nissan is rolling out to dealers.

"Our goal is to offer the advantage of strong integration between Autosoft’s FLEX DMS and the systems our customers use to manage a successful business," said Mark Hellbusch, executive vice president and chief technology officer for Autosoft. He stressed the integration approval’s strategic value to Autosoft’s Nissan dealership customers, saying, "We are pleased to be approved by Nissan for integration with their new dealer communication system and are committed to aligning with their roadmap so Nissan dealers will experience the most efficient processes possible."

Nissan dealers using Autosoft’s FLEX DMS can now experience these integration points:

Sales
• Customer information updates are sent to Nissan in real time.
• Detailed financing transactions are transmitted directly to Nissan.
• Vehicle invoices are delivered electronically to the FLEX DMS to keep vehicle information current.
Service
• Customer information, vehicle information, open service campaigns, flat rate manuals and repair order history can be pulled from Nissan and used to quicken and simplify repair order writing.
• Repair orders are submitted automatically to Nissan, eliminating the need for manual submission.
• Warranty credits from Nissan are made available in the FLEX DMS to expedite posting.
Parts
• Parts Orders and Parts Returns are submitted directly to Nissan, allowing for faster processing and better inventory management.
• Parts shippers are received electronically, providing information about orders and simplifying order reconciliation.
• Parts Master updates are downloaded from Nissan daily to ensure accurate parts information.
Accounting
• Financial statements from the FLEX DMS can be transmitted directly to Nissan DBS.
Autosoft’s FLEX DMS allows dealers to manage their business confidently and affordably. "Dealers who demand a powerful engine at the core of their operations with the capabilities to integrate with Nissan and other third-party solution providers of their choice will find that Autosoft is the best option for them," stated Hellbusch. "With leading support and no long-term contract, Autosoft is easy to use and do business with."

About Autosoft, Inc.
Autosoft, Inc., headquartered in West Middlesex, Pennsylvania, is a market-leading dealer management systems provider for automotive dealers. With 26 years in the industry, Autosoft has a customer base of more than 2,000 dealerships and 30,000 users in North America. Autosoft is committed to delivering industry-leading customer service and support that result in higher efficiency and profitability for dealerships. 
For more information about certification with Autosoft, contact us by phone at 800-473-4630 or email at marketing@autosoft-asi.com, or visit our website at www.autosoftyoudrive.com.

~~Autosoft’s FLEX DMS Approved by Nissan for Integration with New Dealer Communication System

WEST MIDDLESEX, PA – July 17, 2014 – Leading dealer management system (DMS) provider Autosoft, Inc., (www.autosoft-asi.com) has announced that the Autosoft FLEX DMS has been approved for integration with the new dealer communication system that Nissan is rolling out to dealers.

"Our goal is to offer the advantage of strong integration between Autosoft’s FLEX DMS and the systems our customers use to manage a successful business," said Mark Hellbusch, executive vice president and chief technology officer for Autosoft. He stressed the integration approval’s strategic value to Autosoft’s Nissan dealership customers, saying, "We are pleased to be approved by Nissan for integration with their new dealer communication system and are committed to aligning with their roadmap so Nissan dealers will experience the most efficient processes possible."

Nissan dealers using Autosoft’s FLEX DMS can now experience these integration points:

Sales
• Customer information updates are sent to Nissan in real time.
• Detailed financing transactions are transmitted directly to Nissan.
• Vehicle invoices are delivered electronically to the FLEX DMS to keep vehicle information current.
Service
• Customer information, vehicle information, open service campaigns, flat rate manuals and repair order history can be pulled from Nissan and used to quicken and simplify repair order writing.
• Repair orders are submitted automatically to Nissan, eliminating the need for manual submission.
• Warranty credits from Nissan are made available in the FLEX DMS to expedite posting.
Parts
• Parts Orders and Parts Returns are submitted directly to Nissan, allowing for faster processing and better inventory management.
• Parts shippers are received electronically, providing information about orders and simplifying order reconciliation.
• Parts Master updates are downloaded from Nissan daily to ensure accurate parts information.
Accounting
• Financial statements from the FLEX DMS can be transmitted directly to Nissan DBS.
Autosoft’s FLEX DMS allows dealers to manage their business confidently and affordably. "Dealers who demand a powerful engine at the core of their operations with the capabilities to integrate with Nissan and other third-party solution providers of their choice will find that Autosoft is the best option for them," stated Hellbusch. "With leading support and no long-term contract, Autosoft is easy to use and do business with."

About Autosoft, Inc.
Autosoft, Inc., headquartered in West Middlesex, Pennsylvania, is a market-leading dealer management systems provider for automotive dealers. With 26 years in the industry, Autosoft has a customer base of more than 2,000 dealerships and 30,000 users in North America. Autosoft is committed to delivering industry-leading customer service and support that result in higher efficiency and profitability for dealerships. 
For more information about certification with Autosoft, contact us by phone at 800-473-4630 or email at marketing@autosoft-asi.com, or visit our website at www.autosoftyoudrive.com.

I love my tablet! But I don’t let it get in the way of taking care of customers.

It would be great if these devices could guess what customers were going to say before they say it, but that isn’t going to happen. So what you wind up with is a certain limited core of questions that can be asked and easily answered by clicking on a button and hitting save.

That’s great if you want to turn your service department into a transaction-based business, like an express lane for maintenance, where the customer might only have seven choices available.  But after 25 years of working in dealerships, and seven of those spent running large-service operations, I have learned that the service department is far from a transaction-based business - Service is a relationship business.

Now don’t get me wrong, there are two types of people in the world: techno geeks and techno-weaks. I fall into the techno GEEK world. I use digital devices for most everything in my daily work routine as well as the majority of my personal life. However, there comes a time when you have to put the devices down and proactively listen, whether that means listening to your spouse or children at the dinner table or to a customer trying to explain what is going on with their vehicle.

The person standing in front of you is trying to explain or share something. The least you can do is put your eyeballs on theirs and listening intently to what is being said, offering input and taking notes on the important stuff. You should not be looking at your tablet trying to figure out how you are going to record the conversation, how to add that sort of complaint into the system or how to add a note regarding whom you need to contact after the vehicle is finished. The digital device between you and the customer is only adding to the distractions going on around you, shifting your focal point away from what the customer is saying and leading to a less-than-satisfactory visit.

Besides, some of the best service advisors I have met are very experienced at eliciting information out of customers that help us fix their vehicles right the first time. These advisors may not be under the age of 25 and therefore not accustomed to everything in the world having a touchpad keyboard, thus slowing them down or distracting them from what they are so good at. For that matter, some advisors I met have hands and fingers bigger than the tablet or keys they are trying to push. Can you imagine the frustration of not only the advisor, but also the customer watching this whole debacle unfolding?

And we all know how patient some customers can be when they are told to drop off their vehicle “in the morning” along with 12 other people. They are now fourth in line, late to work, and their ride is blowing the horn, urging them to hurry. All the while, the tablet just got dropped and turned off, so now we get to start the whole process over. Patience runs thin for both parties and satisfaction definitely begins to fall.

Instead, why not keep the process simple and let human interaction do what it is supposed to do – create dialog. We can call this a result-based process, but I prefer to call it customer service. How easy would it be to create a pre-write the evening before the customer arrives, ensuring all customer information is there, including address, phone numbers and email address? Highlight any area that needs to be updated from the customer as a reminder when you speak to them next. Go ahead and pull the factory report, such as a GM VIS (IVR), Chrysler VIP, Ford Oasis, etc. Double-check the report to be sure there aren’t any open campaigns or recalls (what should be called opportunities). Inquire as to the recommended factory maintenance necessary at this mileage interval and make notes on the pre-write as a suggested sale to prevent the customer from having to run back and forth to the dealership or (gulp) another service facility. And finally, pre-fill any information on a free courtesy inspection that will help speed up the process. Once this is completed (which takes only about two minutes per customer), attach these documents together and place them in an A-Z file that can be easily accessed when the customers begin to arrive in the lane.

Now when your customers start to show up, anyone who greets the customer and welcomes them to the dealership can ask their name and ask them to stay with their vehicle as they go get the “paperwork that has been prepared.” Then, they can find the advisor responsible for the appointment, place the completed packet on a clipboard and take the advisor out to the vehicle to introduce them and hand off the customer. The advisor can then put the hang tag in the window, get the mileage, review the jobs requested by the customer, perform their walk-around, review the open campaigns or recalls, review the suggested maintenance and write down (with a pen or pencil) any notes or comments from the customer that will help us fix the car correctly or fulfill their requests.

If necessary, flip the piece of paper over for an old time style 8 ½” X 11” scratchpad and take note of any special comments or instructions. Have the customer sign the pre-write just like they would a night-drop form then take them directly to their rental, loaner, waiting ride or to the service waiting area to finish their involvement in the process. The advisor can now go back to the computer and figure out the best way to write up the order or, if necessary, begin to help the next person standing in line.

This process allows you to wait on the maximum number of customers with the least amount of distractions possible. Your advisor is able to work on building or strengthening the relationship by interacting with the customer while still being able to collect all the necessary information. Sales are maximized by the homework and preparation completed beforehand, and the customer notices the amount of effort put forth by the dealership to ensure a fast and efficient visit. The mandatory walk-around is more readily completed because the advisor and customer are already at the vehicle.

** And all of this was done without the use of a tablet or any other device when the customer is present. Nothing prevents the advisor and customer from sharing critical information necessary to complete the requested repairs.

This method is only one example of how dealerships that can’t or don’t want to afford tablets – or for those who do not want to put their staff and customers through the strain of trying to use digital devices while trying to promote relationships – can still create a wonderful experience in the service lane. This method allows your advisors to build trust in the dealership by allowing them to do what they do best: Relate to the customer.

Remember, the old adage goes, “God gave you two ears and one mouth for a reason,” meaning listen twice as long as you speak. The axiom does not include anything about a tablet or other digital device. Therefore, don’t get hung up on technology. Let your advisors do their job and build relationships!

I love my tablet! But I don’t let it get in the way of taking care of customers.

It would be great if these devices could guess what customers were going to say before they say it, but that isn’t going to happen. So what you wind up with is a certain limited core of questions that can be asked and easily answered by clicking on a button and hitting save.

That’s great if you want to turn your service department into a transaction-based business, like an express lane for maintenance, where the customer might only have seven choices available.  But after 25 years of working in dealerships, and seven of those spent running large-service operations, I have learned that the service department is far from a transaction-based business - Service is a relationship business.

Now don’t get me wrong, there are two types of people in the world: techno geeks and techno-weaks. I fall into the techno GEEK world. I use digital devices for most everything in my daily work routine as well as the majority of my personal life. However, there comes a time when you have to put the devices down and proactively listen, whether that means listening to your spouse or children at the dinner table or to a customer trying to explain what is going on with their vehicle.

The person standing in front of you is trying to explain or share something. The least you can do is put your eyeballs on theirs and listening intently to what is being said, offering input and taking notes on the important stuff. You should not be looking at your tablet trying to figure out how you are going to record the conversation, how to add that sort of complaint into the system or how to add a note regarding whom you need to contact after the vehicle is finished. The digital device between you and the customer is only adding to the distractions going on around you, shifting your focal point away from what the customer is saying and leading to a less-than-satisfactory visit.

Besides, some of the best service advisors I have met are very experienced at eliciting information out of customers that help us fix their vehicles right the first time. These advisors may not be under the age of 25 and therefore not accustomed to everything in the world having a touchpad keyboard, thus slowing them down or distracting them from what they are so good at. For that matter, some advisors I met have hands and fingers bigger than the tablet or keys they are trying to push. Can you imagine the frustration of not only the advisor, but also the customer watching this whole debacle unfolding?

And we all know how patient some customers can be when they are told to drop off their vehicle “in the morning” along with 12 other people. They are now fourth in line, late to work, and their ride is blowing the horn, urging them to hurry. All the while, the tablet just got dropped and turned off, so now we get to start the whole process over. Patience runs thin for both parties and satisfaction definitely begins to fall.

Instead, why not keep the process simple and let human interaction do what it is supposed to do – create dialog. We can call this a result-based process, but I prefer to call it customer service. How easy would it be to create a pre-write the evening before the customer arrives, ensuring all customer information is there, including address, phone numbers and email address? Highlight any area that needs to be updated from the customer as a reminder when you speak to them next. Go ahead and pull the factory report, such as a GM VIS (IVR), Chrysler VIP, Ford Oasis, etc. Double-check the report to be sure there aren’t any open campaigns or recalls (what should be called opportunities). Inquire as to the recommended factory maintenance necessary at this mileage interval and make notes on the pre-write as a suggested sale to prevent the customer from having to run back and forth to the dealership or (gulp) another service facility. And finally, pre-fill any information on a free courtesy inspection that will help speed up the process. Once this is completed (which takes only about two minutes per customer), attach these documents together and place them in an A-Z file that can be easily accessed when the customers begin to arrive in the lane.

Now when your customers start to show up, anyone who greets the customer and welcomes them to the dealership can ask their name and ask them to stay with their vehicle as they go get the “paperwork that has been prepared.” Then, they can find the advisor responsible for the appointment, place the completed packet on a clipboard and take the advisor out to the vehicle to introduce them and hand off the customer. The advisor can then put the hang tag in the window, get the mileage, review the jobs requested by the customer, perform their walk-around, review the open campaigns or recalls, review the suggested maintenance and write down (with a pen or pencil) any notes or comments from the customer that will help us fix the car correctly or fulfill their requests.

If necessary, flip the piece of paper over for an old time style 8 ½” X 11” scratchpad and take note of any special comments or instructions. Have the customer sign the pre-write just like they would a night-drop form then take them directly to their rental, loaner, waiting ride or to the service waiting area to finish their involvement in the process. The advisor can now go back to the computer and figure out the best way to write up the order or, if necessary, begin to help the next person standing in line.

This process allows you to wait on the maximum number of customers with the least amount of distractions possible. Your advisor is able to work on building or strengthening the relationship by interacting with the customer while still being able to collect all the necessary information. Sales are maximized by the homework and preparation completed beforehand, and the customer notices the amount of effort put forth by the dealership to ensure a fast and efficient visit. The mandatory walk-around is more readily completed because the advisor and customer are already at the vehicle.

** And all of this was done without the use of a tablet or any other device when the customer is present. Nothing prevents the advisor and customer from sharing critical information necessary to complete the requested repairs.

This method is only one example of how dealerships that can’t or don’t want to afford tablets – or for those who do not want to put their staff and customers through the strain of trying to use digital devices while trying to promote relationships – can still create a wonderful experience in the service lane. This method allows your advisors to build trust in the dealership by allowing them to do what they do best: Relate to the customer.

Remember, the old adage goes, “God gave you two ears and one mouth for a reason,” meaning listen twice as long as you speak. The axiom does not include anything about a tablet or other digital device. Therefore, don’t get hung up on technology. Let your advisors do their job and build relationships!