In a recent email response to one of Automotive Process Champion’s clients we pointed out several areas to consider when inspecting their Service Advisors Process. They were going to observe 3 of their stores prior to making a commitment to training. Here is the email:

Using our 9 Step Service Advisor process that we installed at the Ford location as a reference, when we observe the service advisors process we would want to know:

• Does the Service Advisor perform a walk-around inspection of the customer’s vehicle at check-in? What items are on the inspection?
• Do we verbally assure the customer of what they can expect and let them know that “they’ve come to the right place”?
• Does the Service Advisor perform an active delivery with each customer prior to checkout?
• How do you randomly inspect the end result from the oil change process? (Do we inspect any of the customer’s vehicles upon completion?)

In addition we would want to know:

• What percentage of oil change customers are waiters?

Also, although you may not want to include this as a question prior to your visit we would certainly recommend observing the Greeting process that occurs when a customer comes to the store.

• How long does it take?
• Are the customers greeted at their vehicles or do they need to get out and approach an advisor?
• Are they welcomed or expected to get in line as if they are applying for a license renewal?

We appreciate that some of these suggested questions may be more subjective. When we view the current state of business we realize that we need to create an “Experience” that makes the customer want to come back again and again. Now-a-days good “customer service” is an expectation and can be considered a prop or product that is used to help create a Great Customer Experience. Just the same as the beautiful waiting room with HD big screen entertainment, snacks and beverages as well as an attractive, smiling, pleasant person taking care of you at check-out. When I was growing up my family would go to Wisconsin Dells and walk through “Storybook Gardens”. We watched a German Shepard leap from one rock to another. That was part of a vacation trip. Today they have High Tech and High Energy attractions as well as hotels with indoor and outdoor waterparks. They have created such an impact in the mind of the customers that the “Experience” requires them to come back for more and perhaps even spend more the next time. This is why I base my questions on trying to get a feel for the Overall Customer Experience in addition to inspecting the X’s and O’s.

-Mike Paradies is a Partner and Catalyst with Automotive Process Champions, Inc.

In a recent email response to one of Automotive Process Champion’s clients we pointed out several areas to consider when inspecting their Service Advisors Process. They were going to observe 3 of their stores prior to making a commitment to training. Here is the email:

Using our 9 Step Service Advisor process that we installed at the Ford location as a reference, when we observe the service advisors process we would want to know:

• Does the Service Advisor perform a walk-around inspection of the customer’s vehicle at check-in? What items are on the inspection?
• Do we verbally assure the customer of what they can expect and let them know that “they’ve come to the right place”?
• Does the Service Advisor perform an active delivery with each customer prior to checkout?
• How do you randomly inspect the end result from the oil change process? (Do we inspect any of the customer’s vehicles upon completion?)

In addition we would want to know:

• What percentage of oil change customers are waiters?

Also, although you may not want to include this as a question prior to your visit we would certainly recommend observing the Greeting process that occurs when a customer comes to the store.

• How long does it take?
• Are the customers greeted at their vehicles or do they need to get out and approach an advisor?
• Are they welcomed or expected to get in line as if they are applying for a license renewal?

We appreciate that some of these suggested questions may be more subjective. When we view the current state of business we realize that we need to create an “Experience” that makes the customer want to come back again and again. Now-a-days good “customer service” is an expectation and can be considered a prop or product that is used to help create a Great Customer Experience. Just the same as the beautiful waiting room with HD big screen entertainment, snacks and beverages as well as an attractive, smiling, pleasant person taking care of you at check-out. When I was growing up my family would go to Wisconsin Dells and walk through “Storybook Gardens”. We watched a German Shepard leap from one rock to another. That was part of a vacation trip. Today they have High Tech and High Energy attractions as well as hotels with indoor and outdoor waterparks. They have created such an impact in the mind of the customers that the “Experience” requires them to come back for more and perhaps even spend more the next time. This is why I base my questions on trying to get a feel for the Overall Customer Experience in addition to inspecting the X’s and O’s.

-Mike Paradies is a Partner and Catalyst with Automotive Process Champions, Inc.