Customer Service

As we’ve stated on numerous occasions, your Service Writer, by far, has one of the most important jobs at your dealership. That’s because they communicate with more customers in your dealership than anyone else. In fact, according to dealership industry expert Chuck Marzahn, your average Service Writer makes about 20 touches per day, which impressively, […]

Service advisors should be more than just managers of the technician’s time and communications between the dealership and the customer.  They should be your Service sales people.  For many dealerships, this requires a change in how they manage customers.  I find most Service Advisors take appointments by what tech time is available and schedule accordingly.  […]

For most dealerships, parts & service will be one of the key profit centers of the dealership business.  But, the success of your dealership’s parts & service departments should be measured by customer satisfaction as well as profitability. Your dealership’s reputation is most likely impacted more by your customers’ view of your parts & service […]