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Service Appointment setting?

Discussion in 'Fixed-ops, Service Lane Technology and Process' started by NOSPDLIMIT, Oct 18, 2014.

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  1. Kelly Wilson

    Kelly Wilson
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    Jr. Refresher

    First Name:
    Kelly
    Dealer or Company Name:
    Oliver C. Joseph, Inc
    Twitter Handle:
    KellySueWilson
    Joined:
    Oct 23, 2011
    Messages:
    248
    Likes Received:
    106
    Location:
    St. Louis
    Mike, I was asking about your RO's vs those in your area. Given the number of sales, I'm with Bill in thinking it sounds a little low. Hopefully your BDC will be able to help grow that number for you! There are a number of ways a service BDC can help a dealer in their biggest profit center from CSI and follow-up to referrals and appointments.

    Given the burn-out factor, you may want to look into how you can use their skills and interests to help the service department and dealership beyond just appointments as a mental break.
     
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  3. NOSPDLIMIT

    NOSPDLIMIT
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    Noob

    First Name:
    Mike
    Dealer or Company Name:
    World VW Neptune
    Joined:
    Jun 29, 2014
    Messages:
    13
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    1
    Thank you kelly, Its interesting that you use the term "burn-out-factor" I notice that a BDC has this type of issue. Can you elaborate more on this subject? Or, can you point me in the direction of more info related to it?

    Thanks!!
     
  4. Kelly Wilson

    Kelly Wilson
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    Jr. Refresher

    First Name:
    Kelly
    Dealer or Company Name:
    Oliver C. Joseph, Inc
    Twitter Handle:
    KellySueWilson
    Joined:
    Oct 23, 2011
    Messages:
    248
    Likes Received:
    106
    Location:
    St. Louis
    Mike, that's a really hard thing to tell people about, for me it started by understanding that it happened to one person and then you learn to keep an eye out as you learn the signs and then work to stop it from happening again. It's not just a CSR thing - but it seems to happen quickly if you don't know what to look for in those in a call center. With a job where the daily tasks are so monotonous, the stress and mental toll, there becomes a slow internal run down-sometimes an external change of mood as well-and as it grows, productivity wains and the job contentment level falls. This is where the break happens-they quit, stop following process or just become disillusioned with the job. Combating the early signs is key because many times there is no coming back from the breaking point. You will have to find how your personality lends itself to keeping up morale and make sure to help your staff not fall into the darkness.
    One of the things I've done is my sales and service BDCs were to find out what interest and skills each person has and find a task to fit each person - weekly or monthly - that can be a break for them while helping me market the dealership and their department. Even just taking someone to lunch can really help let them know they are appreciated.
     
  5. VVAuto1

    VVAuto1
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    Getting Refreshed

    First Name:
    Victor
    Dealer or Company Name:
    Spitzer
    Joined:
    May 18, 2012
    Messages:
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    Bumping :).

    Kelly, is this team still in operation, has that type of payplan been sustainable for your team.., Mike any update?

    We're looking at integrating outbound during slower inbound periods in the day.
     

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