F&I and Showroom, NADA 2021

www fi magazine com 31 F I and Showroom NADA 2021 GETTYIMAGES COM WELCOMIA for quality dealership service or chases a coupon at a discount shop next time Give the customer a thorough but bulleted understanding of what was done to their vehicle Equally important let him or her know the benefit affirm their choice and add a value statement for reinforcement Mr Smith we switched out the cabin filter During drives youll get a breath of fresh air in the cabin for a more pleasant ride 3 Look Forward With loyal customers its never goodbye but see you later Offering the invitation to return shows were in it for the long haul Engaged customers are likely to return Use declined services as an invite to the customer to return It keeps you and your dealership front of mind when it comes time for the next repair Mr Smith as I mentioned next month is Truck Month Well have some great promos and events here at the dealership Or Mr Smith everything looks good here well see you at 40000 miles and well take a look at those new Rain X wipers at that time 4 Walk and Talk to the Cashier Many advisors make the mistake of ending the transaction at the computer and offer directions to the cashier Customers remember their last impression of the service Make it favorable by walking the customer to the cashier This process should be as comfortable as walking a guest out of your home after a nice visit It shows you value the person not the transaction Give a warm handoff to the cashier and the customer will remember it next time 5 Survey Sincerely We spend time energy and money to do right by the customer and make their experience positive But too many dealers dont create a strong enough correlation between the experience and their CSI survey To wrap the transaction and just before saying farewell ask sincerely about the service and gain commitment to reply to a survey accordingly Use verbiage from the survey to familiarize If your CSI measures Exceptional Experience an example might look like this Mr Smith we know you service your vehicle with us often We appreciate your business and value your input In two to three days you will be receiving a survey If you feel your experience was exceptional and feel comfortable saying so we hope you will reflect that on your survey As always if we fell short in any way please bring to our attention Thank you again for your patronage Mastering these techniques will strengthen the bond between your business and customer Planting the seed of good service will bear fruit in the service drive tomorrow The difference will show in next months CSI score ABOUT THE AUTHORS Ken Stellon is a partner EVP with FPG His firm helps organizations create best in class service based sales cultures Andrew Rodriguez is vice president Automotive Solutions with the Frontline Performance Group FPG For over three decades Andrew has led successful operational and sales teams in the automotive car rental and staffing industries Matt Sonetto is assistant performance director with FPG Matt has worked in the automotive and car rental industries since 2002 helping large and small organizations improve profitability and transform culture