Automotive Consulting Services Suggests Re-tooling For Rebound

By Johnny Simmona

Economists say it will be well into 2010 before the automotive industry turns around. While this is tough for auto dealers' profits, automotive services consults groups say that the current economic downturn is a good time for dealerships to retool their service departments by looking at three processes: convenience, customer service and follow-up.

Customer service may seem to be well in hand. After all, most service departments book as many hours as they have available, since hours are what they sell along with parts. However, automotive service consulting companies say that many dealers overlook the fact that any customer service process can be improved. The key is to be transparent, that is, to have a process that's clearly understood and practiced by the employees, but doesn't stick out to the customers.

Automotive service consulting companies often say there are two ways to keep customers loyal to a dealership's service department: offer easy-to-reach satellite locations, or offer extended hours of operation. When it's easy for a car owner to bring in his or her vehicle for repair or maintenance, the result is consistent bottom line income for the dealership.

These are just two of the questions that dealers can ask about the workings of their service and parts departments. According to automotive services consults firms, smart dealers maximize their profits by minimizing costly, wasted effort and time.

Follow-up forms the last of this trio of tools for surviving tough times. Automotive service consulting firms stress that it's the service department that's responsible for keeping customers for the dealership. Customers see the automaker and the service department as one entity. In their minds, the service department has the duty to keep their make and model of vehicle on the road.

That's why follow-up after service appointments is crucial to sustaining business. If the customer is happy with the service department, he or she will be more likely to stick with the same automaker when it's time for a new vehicle.

The best way to perform follow-up is for the service department manager or assistant to call customers within two days of their appointment. Automated messages are all right for this purpose, provided the message makes it clear how much the customer's business is valued. The follow-up call is meant to sustain the customer relationship, and so it's critical that the customer gets a clear sense of being valued, say automotive service consulting companies. - 21393

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Good follow-up calls also should invite customers to respond with questions, compliments and complaints is what you'll learn from the service consulting. This is what you'll learn from your automotive services consults.