Tips to help manage the spring service rush, from Dealernews.com.
NOW THAT SPRING has sprung, service advisors should be enjoying the business they wished for all winter. But be mindful that the spring rush of business doesn’t last forever and we cannot afford to waste time. The lackadaisical habits adopted during winter’s slow months must make way for expeditious processes that maximize efforts during the money-making season. Failure to heed these words will end up in lost revenue and workdays that are more stressful than they should have been.
Set appointment times 10 minutes apart, across a 30- to 60-minute time span.
Let’s start with the age old service advisor complaint that, “We don’t have time to sell.” The argument is that they are so busy with daily demands that there’s no way to perform personalized vehicle check-ins that include upselling and cross-selling. Man, if I had a quart of oil for every time I heard that complaint I’d never pay for an oil change again. Truth is, there are many ways that service advisors can gain or save time, which will open up their opportunities to sell.
When setting appointments avoid telling customers to bring it in “first thing in the morning.” That direction will surely cause arrivals to stack up when the dealership doors open. Then you’ll have to rush the customers through just to get all of the repair orders written with no opportunity to talk accessories. Instead, set appointment times 10 minutes apart across a 30 to 60-minute time span. Obtain the VIN when making the appointment and check it no less than a day before the arrival date for safety recalls and manufacturer’s product campaigns. If an outstanding issue is discovered, make sure the kit is in stock and stage it with the other required parts for the planned service or repair so you don’t have to chase parts after the vehicle arrives.