THINGS THAT WORK

Managing the Phone

ADVISOR: "Thank you for calling, Flintstone Ford, how may I help you?"

CUSTOMER: "Yes, I need to check to see if my car is ready?"

ADVISOR: " OK, What is your name?"

CUSTOMER: "Jim Smith"

ADVISOR: "Um...ok...let me see...oh, here it is...you left your car with Bill...let me get him for you...just a moment"

3-5 MINUTE HOLD

ADVISOR: "Service, this is Bill...how may I help you?"

CUSTOMER: "Hi Bill...this is Jim Smith...I'm checking on my car?"

ADVISOR: "Um...hi Jim...let me check?"

Could this have been avoided? Of course, it could! We must have processes to assure that our team is proactive with the phones. If Bill established a time that he would contact Jim Smith...and "Failed ye Not", this call would have likely been a 2 minute call versus a 10+ minute call. 

All status calls must be outgoing. It requires so much less time to perform an outgoing call...or text, to keep the customer informed. Whether we use your DMS, a route sheet or copies of repair orders, we must have a system of tracking our customers...and we must have discipline in the process.

Body Shop Repair Planning

If you are a Body Shop and are not "Repair Planning" or "Blueprinting" cars, then you are, very likely, in a downward spiral. I have seen it so often. Your insurance companies are demanding fast cycle-times. And while you may or may not have a dependency on insurance companies, they still write the checks. If your dealership is not Repair Planning, you likely, are either paying for lot's of rental days or you have a receivables problem. Repair Planning is the answer...but it is DIFFICULT to accomplish!

Insurance company estimators are instructed to only write the damage that they see. On today's cars, when a bumper or panel is crushed, there are other parts behind it that are likely damaged, as well. Repair Planning is the process of dissasembling the vehicle to the point that the estimator can prepare a complete estimate of the needed parts and labor.This should result in one supplement. If your body shop, routinely, has multiple estimates, you are likely to have cycle time or receivable issues. All great things are difficult!

From a financial perspective, your paint supply company may be able to assist you in evaluation, training and implementation. We certainly can assist, as well, at whatever level needed. That's what we do!