Customers need to know they can expect the same quality of service every time they come to your shop. Consistency breeds confidence: confidence in your service; in your team; and in your process. This is why we all need Standard Operating Procedures in place.
We have established the 3 “E’s” in our Standard Operating Procedures. This means everything is done to every car, every time. This builds consistency and in return, the customers know they will get the exact same service every single time.
Here are some examples of Standard Operating Procedures. By setting the standard of completing courtesy services in the same order, you can accomplish two things. First, you are able to ensure the courtesy services are completed timely and efficiently. Second, technicians are able to gauge the progress of other courtesy techs, which allows them to jump in and assist without needing to ask, “What needs to be done?”
Service reviews must be presented to every customer, every time. In a recent study we conducted, we found that service reviews were only being completed 18 percent of the time. What’s interesting is that 73 percent of those completed reviews resulted in add-on goods and services. Numbers don’t lie – the more service reviews you complete, the more add-on goods and services you will sell. Need we say more?
Build a better bottom line by creating consistency in your business.
Questions? Please contact us: isi@ints.com
