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I agree with the folks who posted above that a "Thank you" is probably best handled by email.


What do I want to accomplish?


I guess its the amount of phone traffic that I am trying to alleviate.   It really is overwhelming, and detracts from the service you can give to the customers that are standing in front of you, waiting to be serviced, as well as  the customer on the phone trying to reach you.


Its a huge interruption, and so often its something as simple as saying "your work is complete".  Sometimes it takes 3 calls to get that message to the customer.   One call to the customer-leave message,  a call back from the customer-your busy or not available , and then another call back from the you to the customer once you get the message he/she called.  I think you see what Im getting at.

If you knew how often I heard, "Well he just called me and Im returning his call" you know what Im talking about.


I think if we trained our customers they would be more than willing to accept a text message telling them when their vehicle is finished.


So much of the frustration for both customers and employees in the service lane is centered around the phone.  Can it all be avoided?  Of course not, but I do think we could use technology to improve things.  Im not exactly sure how, but Im thinking about it,and would like to try some ideas out.


Most of my customers are texting while in line or waiting that I think they have a pretty good grasp of text in this day and age.


I dont think what was normal business practices before is necessarily true today.



Great input from everyone,  I had totally overlooked the "cost" factor.  I think that could probably be overcome as  someone suggested above by "asking for permission".


Im still working out the pros and cons, and thats why I come here, to get input from folks who have been in the biz for years, but are also willing to embrace change and new ideas.