Automotive Parts and Service Operations
Today’s parts and service customers are very demanding. They require excellent quality, fast turn-around, and a pleasurable experience. If an auto dealership can meet these high expectations they are rewarded with years of parts and service revenue from loyal, happy customers. In fact, in today’s retail auto sales business, it’s accurate to say that dealership profitability is greatly influenced by the success of the parts, service, and collision departments.
The keys to creating and maintaining success in fixed operations include:
- Understanding the importance of customer retention and building customer loyalty one customer at a time.
- Recognizing that customer satisfaction and retention are inseparable.
- Acknowledging that only dealerships with loyal parts, service, and collision customers will prosper.
QCEP Consulting works with auto dealers to create and maintain a top notch fixed-operations department. Based on the situation, we will provide the following services:
1) Evaluate internal processes – What is your dealership doing to provide convenience and value to your customers?
2) Work with your management team to identify and evaluate the working environment for your front-line staff.
3) Assess the customer experience – is your dealership fixing both the customer and their car?
4) Develop a focus on satisfaction within your fixed operations departments. We want to make sure your staff understands the difference between “level of service” and “quality of service.”
5) Tie everything back together into a “total quality experience.”
The results of this process have been tremendously effective. Here is a testimonial from a service manager we have worked with in the past:
“I would like to thank QCEP Consulting…we’re currently involved in their program, and I have noticed a dramatic impact on the moral of my technicians and service advisors. That has also had a positive impact on customer relations.”
Ron Michael, Service Manager
Billings Ford, Billings, Montana, USA
Contact us for more information about our parts, service, and collision department consulting services.