BEST PRACTICES FOR THE SERVICE CONSULTANT

Article taken from February 2006 GM Profit & Protection warranty newsletter

Certain key functions need to be performed by the service consultant to ensure the customer’s service visit is of the highest quality and the warranty process is initiated accurately.

    Action items:
  • Review the vehicle history file with the customer, and make note of any potential duplicate repairs
  • Perform a vehicle walk around inspection with the customer, noting pre-existing damage
  • Verify the customer’s concern, eliminating vague descriptions on the repair order
  • Check to see if any maintenance services are needed
  • Perform a VIS; checking for outstanding recalls, extended service contract, and restrictions
  • Explain alternate transportation options
  • Initiate diagnostic worksheet as necessary
  • Confirm customer contact information, including address, e-mail and phone number(s)
  • Provide the customer with a written copy of the repair order
  • Obtain the customer’s signature, authorizing repairs
  • Inform customer that a service consultant will contact them to update on vehicle progress as well as completion

Do the service consultants at your dealership perform these critical functions? If not, are they aware that they play an essential role in not only the service visit, but also the warranty process?

Encourage service management to incorporate this information into one of their monthly shop meetings. If shop meetings are not held regularly, schedule a catered (pizza, sub sandwiches, etc.) lunch meeting to ensure everyone’s awareness.

Remember, shop meetings are one of the best ways to make sure your entire service department is on the same page!

Attention service managers: Take the time to get all the players together to go over new policies, repeat established policies, overview concerns and even give out some appreciation. You will have content employees who will stay with the organization and strive to be top performers at the dealership.

© J&L Warranty Pros™

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