New main dealer, advice wanted.
Discussion
Dear all,
I am not new to Pistonheads, but usually lurk around the Italian exoctics forums, and have had great fun helping lots of PHers over the years.
Now I need some help from you.
I have just started a new job, as the Aftersales Manager at a brand new franchised LR and RR service dealership.
I am not going to mention names, as that is not the point of this post, and should you want to find out who it is, then more info can be found on my link in my profile.
However, I have a blank sheet of paper to create a service dealer quite unlike anything out there on the market, there are no restrictions to what I will implement to be a success.
Now what I want from you is honest, truthful suggestions and complaints about what is both good and bad about your current service provider, and what you would love to see at your dealer the next time you go in to get your car serviced.
I have a long background with both Lamborghini and Bentley in the service world, so when I say I will go the extra distance to make my service department the best, I mean it, but I want to know what the paying public wants to get, and what they hate.
Thanks for reading,
Regards,
Alan.
I am not new to Pistonheads, but usually lurk around the Italian exoctics forums, and have had great fun helping lots of PHers over the years.
Now I need some help from you.
I have just started a new job, as the Aftersales Manager at a brand new franchised LR and RR service dealership.
I am not going to mention names, as that is not the point of this post, and should you want to find out who it is, then more info can be found on my link in my profile.
However, I have a blank sheet of paper to create a service dealer quite unlike anything out there on the market, there are no restrictions to what I will implement to be a success.
Now what I want from you is honest, truthful suggestions and complaints about what is both good and bad about your current service provider, and what you would love to see at your dealer the next time you go in to get your car serviced.
I have a long background with both Lamborghini and Bentley in the service world, so when I say I will go the extra distance to make my service department the best, I mean it, but I want to know what the paying public wants to get, and what they hate.
Thanks for reading,
Regards,
Alan.
Communication with the customer whose car is being fixed, every step of the way.
Clear, precise price structuring before the car gets booked in, so the customer knows exactly what the wallet is in for.
Don't be a pikey with getting the customer to organise their own insurance on your courtesy cars.
I don't want an Italian coffee or leather sofa to sit on while I'm waiting, I want the bloke who is attending to my car to know what he's doing and not just throw parts at the car until it's fixed.
Expect a customer to have some knowledge of the oily bits of their cars - LR is a brand bought by enthusiasts, as well as Business types + Schoolrun Mums.
Ummm, there's probably more!
Clear, precise price structuring before the car gets booked in, so the customer knows exactly what the wallet is in for.
Don't be a pikey with getting the customer to organise their own insurance on your courtesy cars.
I don't want an Italian coffee or leather sofa to sit on while I'm waiting, I want the bloke who is attending to my car to know what he's doing and not just throw parts at the car until it's fixed.
Expect a customer to have some knowledge of the oily bits of their cars - LR is a brand bought by enthusiasts, as well as Business types + Schoolrun Mums.
Ummm, there's probably more!
Biggest things I could say would be;
Again not too bothered by the ambiance
Must be kept informed
The BEST service I've had always involves the mechanic themselves running through the service with the customer. Eg they can explain how they corrected the squeek etc rather than the dippy bod at the desk who doesn't know any answers.
Again if I were paying main dealer rates (which ARE a rip off) I expect a free curtosy car...idealy the same if I tow or shoot, and the car is in for a while.
Loyalty bonus rate shceme would be good
The ability to view under the car etc if you want to discuss something.
A checksheet detailing exactly what has been done with comments on items of note, gone through with the mechanic above
A sensible mechanic rate ie £45/hr(thats a joke by the way)
Anyhow hope that helps.
Again not too bothered by the ambiance
Must be kept informed
The BEST service I've had always involves the mechanic themselves running through the service with the customer. Eg they can explain how they corrected the squeek etc rather than the dippy bod at the desk who doesn't know any answers.
Again if I were paying main dealer rates (which ARE a rip off) I expect a free curtosy car...idealy the same if I tow or shoot, and the car is in for a while.
Loyalty bonus rate shceme would be good
The ability to view under the car etc if you want to discuss something.
A checksheet detailing exactly what has been done with comments on items of note, gone through with the mechanic above
A sensible mechanic rate ie £45/hr(thats a joke by the way)
Anyhow hope that helps.
Mechanics with knowledge on vehicles older than the current range. Also I second the parts department comments. See South Hereford Audi for details of how to do it properly, they have a large parts turnover as they are renowned for good knowledgeable service.
Edited by agent006 on Tuesday 9th October 20:47
I too live in Berks, and having bought a RR new 3 years ago, have now been through two main dealers who have provided apalling service. So, if you are local you don't have to do much to beat the opposition.
Now, for constructive input
Communication, communication, communication. Most people are reasonable, and understand that things do not always go to plan. Tell us AS SOON AS YOU KNOW, and tell us what you plan to do about it.
Make sure that the phone is always answered promptly and politely, by someone who sounds as if they care.
Don't tell the customer an obvious lie.
Find an incentive plan for your service staff based on customer retention. I'm afraid those satisfaction surveys don't work - i have made several complaints through these and never received a response.
Make the service manager readily available to the customer, not hidden away in some office.
Remember that we have generally spenyt a huge amount of money buying our car. we don't want a crummy little car, often filthy, with no petrol in it as a "courtesy" car.
Have the technician explain to us what you found to be wrong, and what you did to put it right.
If you want specific details of the horrors i have encountered, feel free to PM me through PH, i'd be interested to know where you are setting up too.
Good luck, David
Now, for constructive input
Communication, communication, communication. Most people are reasonable, and understand that things do not always go to plan. Tell us AS SOON AS YOU KNOW, and tell us what you plan to do about it.
Make sure that the phone is always answered promptly and politely, by someone who sounds as if they care.
Don't tell the customer an obvious lie.
Find an incentive plan for your service staff based on customer retention. I'm afraid those satisfaction surveys don't work - i have made several complaints through these and never received a response.
Make the service manager readily available to the customer, not hidden away in some office.
Remember that we have generally spenyt a huge amount of money buying our car. we don't want a crummy little car, often filthy, with no petrol in it as a "courtesy" car.
Have the technician explain to us what you found to be wrong, and what you did to put it right.
If you want specific details of the horrors i have encountered, feel free to PM me through PH, i'd be interested to know where you are setting up too.
Good luck, David
honesty, communication, loan cars, no rubbish like fridges full of coke etc... Try and keep the rate reasonable. Sometimes say 'hey we charged you less cos it took less time than the book time' (as opposed to charge the book time even though it often takes less).
And have you got any S3 Discos for sale?
And have you got any S3 Discos for sale?
E2DJH said:
....Have the technician explain to us what you found to be wrong, and what you did to put it right....
I think this doesn't happen as the dealer does not want a greasy mechanic presented in front of the customer however this is sort of self regulating.The customer who would not want to associate with a dirty mech. will not be asking the fine detail of what bit failed. We enthusiasts don't care what he/she looks like provided they have the answers.
Steve
I've not experienced LR service, only BMW, but I imagine that the experience and opportunities for improvement are similar.
Firstly I'd agree with the sentiments regarding italian coffee and fridges full of coke; save your money and don't bother. If I have to wait in the dealership I prefer to lick steam off the showroom stock rather than sit around bored to tears in the coffee area (which can be annoying when the staff assume that if you're not in the seating area you must have left the building). So ditch the leather sofas and replace them with some interesting cars to look at.
Secondly, more flexible working hours would be helpful. Whilst a lot of buyers may be persons of leisure, some of us do have to work to pay for our cars, and it's pretty difficult to get a full day's work in between dropping off and collecting the car when the service desk opens at 8am and closes at 6pm. Now I understand that staff don't want to do 7:30pm to 6:30pm every day (I know I wouldn't), but I'd gladly sacrifice dealing with the same service rep throughout the day in exchange for a bit less logistical aggro. You could probably get away with just one staff member there to collect the keys from the early birds. Speaking of service reps...
Thirdly, service representatives (the layer of smarm between the cusomer and the technician) should either know what they are talking about, or find someone that does. BMW have been pretty good in this area, but my experience with another German sports car maker has been woeful. For some reason their modus operandi seems to be "the customer can't possibly know what they're talking about, so I'll guess what the problem is and ask the techs to look at that". My friend took his car in for service and asked for them to invistigate it occasionally jumping out of gear in second when cold. He gave a detailed description of what the problem was and stressed that it was only from cold. When he got to picking the car up the service sheet said "no evidence of clutch slip during test drive". Nice, comforting to know, but unrelated to what he wanted doing. There's no excuse for ignoring what the customer tells you, even if it turns out to be incorrect it should be taken down and relayed to the technicians. Which partly links into my next point...
Lastly, having to wait for parts that are obviously needed and return at a later date is quite fundamentally enraging. For the customer a visit to the dealer is a (hopefully) rare thing, as it's often quite inconvenient. I appreciate that stock needs delivery notice and you can't have spare auto-boxes lying around on the off-chance they're used, but if something's obviously needed then it should really be ordered prior to the visit. Which is why technical knowledge in the service rep would be useful, so they know that if someone's coming in for a service and a new tyre, they'd better order the tyre or there won't be one there when the car gets in!
Firstly I'd agree with the sentiments regarding italian coffee and fridges full of coke; save your money and don't bother. If I have to wait in the dealership I prefer to lick steam off the showroom stock rather than sit around bored to tears in the coffee area (which can be annoying when the staff assume that if you're not in the seating area you must have left the building). So ditch the leather sofas and replace them with some interesting cars to look at.
Secondly, more flexible working hours would be helpful. Whilst a lot of buyers may be persons of leisure, some of us do have to work to pay for our cars, and it's pretty difficult to get a full day's work in between dropping off and collecting the car when the service desk opens at 8am and closes at 6pm. Now I understand that staff don't want to do 7:30pm to 6:30pm every day (I know I wouldn't), but I'd gladly sacrifice dealing with the same service rep throughout the day in exchange for a bit less logistical aggro. You could probably get away with just one staff member there to collect the keys from the early birds. Speaking of service reps...
Thirdly, service representatives (the layer of smarm between the cusomer and the technician) should either know what they are talking about, or find someone that does. BMW have been pretty good in this area, but my experience with another German sports car maker has been woeful. For some reason their modus operandi seems to be "the customer can't possibly know what they're talking about, so I'll guess what the problem is and ask the techs to look at that". My friend took his car in for service and asked for them to invistigate it occasionally jumping out of gear in second when cold. He gave a detailed description of what the problem was and stressed that it was only from cold. When he got to picking the car up the service sheet said "no evidence of clutch slip during test drive". Nice, comforting to know, but unrelated to what he wanted doing. There's no excuse for ignoring what the customer tells you, even if it turns out to be incorrect it should be taken down and relayed to the technicians. Which partly links into my next point...
Lastly, having to wait for parts that are obviously needed and return at a later date is quite fundamentally enraging. For the customer a visit to the dealer is a (hopefully) rare thing, as it's often quite inconvenient. I appreciate that stock needs delivery notice and you can't have spare auto-boxes lying around on the off-chance they're used, but if something's obviously needed then it should really be ordered prior to the visit. Which is why technical knowledge in the service rep would be useful, so they know that if someone's coming in for a service and a new tyre, they'd better order the tyre or there won't be one there when the car gets in!
I it would be nice if you could keep the labour cost down on servicing.I did a little mini survey last year, phoned 6 LR Dealers,
The brief was: First service on my Freelander with 7500 miles
on the clock .The results where interesting.
2 in Berks £350-£400
2 in Bucks £335-£537
2 in Herts £375.
There you go... hope this helps
Good luck.
The brief was: First service on my Freelander with 7500 miles
on the clock .The results where interesting.
2 in Berks £350-£400
2 in Bucks £335-£537
2 in Herts £375.
There you go... hope this helps
Good luck.
quiteDon't take the piss with spares, like trying to sell me a britpart water pump for £100 +vat which will take 2 days to come in, when I can get it next day from paddocks for £50.
Have someone who knows how to use a parts manual. More often than not I have located the part number myself on the Dealer's systems.
Have someone who knows how to use a parts manual. More often than not I have located the part number myself on the Dealer's systems.
Guys,
This is getting interesting now.
Obviously I have to walk before I can run, but so far I have the opportunity opening in front of me to install some world class technicians, and offer some unique benefits to customers in the delivery of the whole service package.
I am acutely aware that the sort of customers I am hoping to attract are early risers who commute into London, and the usual drop off and pick up times are useless for you, which is why I am planning to offer a flexible chauffeur service onwards to your place of work, to include a return journey, later collection times, decent courtesy cars, and people front of house that really know cars, and are not just there for their looks!
I firmly belive that I am at the start of what will become a one stop shop for all your requirements, and I'll be damned if I am going to fail.
My Bentley customers who were in the city used to be amazed to see the Afetrsales Manager standing on their driveway at 9 at night to swap them back into their own cars from our courtesy cars.
Several of you who have dealt with me will be able to recount stories of how I have stayed late to ensure all your requirements have been dealt with.
As far as I see it, the service of your car is dis-service to you.
It is a pain, a hassle, and you get treated like idiots.
I want to see a petrolhead heaven, somewhere you enjoy coming to, enjoy dealing with, and somewhere you can feel you can come to for a good coffee just because you were passing.
I WILL make it happen, I AM putting it together, and you are all invited to the opening night to see me put my money where my mouth is.
Thanks to all, keep them coming, I really am listening.
Alan.
This is getting interesting now.
Obviously I have to walk before I can run, but so far I have the opportunity opening in front of me to install some world class technicians, and offer some unique benefits to customers in the delivery of the whole service package.
I am acutely aware that the sort of customers I am hoping to attract are early risers who commute into London, and the usual drop off and pick up times are useless for you, which is why I am planning to offer a flexible chauffeur service onwards to your place of work, to include a return journey, later collection times, decent courtesy cars, and people front of house that really know cars, and are not just there for their looks!
I firmly belive that I am at the start of what will become a one stop shop for all your requirements, and I'll be damned if I am going to fail.
My Bentley customers who were in the city used to be amazed to see the Afetrsales Manager standing on their driveway at 9 at night to swap them back into their own cars from our courtesy cars.
Several of you who have dealt with me will be able to recount stories of how I have stayed late to ensure all your requirements have been dealt with.
As far as I see it, the service of your car is dis-service to you.
It is a pain, a hassle, and you get treated like idiots.
I want to see a petrolhead heaven, somewhere you enjoy coming to, enjoy dealing with, and somewhere you can feel you can come to for a good coffee just because you were passing.
I WILL make it happen, I AM putting it together, and you are all invited to the opening night to see me put my money where my mouth is.
Thanks to all, keep them coming, I really am listening.
Alan.
Edited by ruttboy on Thursday 11th October 10:50
ruttboy said:
M
I want to see a petrolhead heaven, somewhere you enjoy coming to, enjoy dealing with, and somewhere you can feel you can come to for a good coffee just because you were passing.
I WILL make it happen, I AM putting it together, and you are all invited to the opening night to see me put my money where my mouth is.
I want to see a petrolhead heaven, somewhere you enjoy coming to, enjoy dealing with, and somewhere you can feel you can come to for a good coffee just because you were passing.
I WILL make it happen, I AM putting it together, and you are all invited to the opening night to see me put my money where my mouth is.
Edited by ruttboy on Thursday 11th October 10:50
Free coffee for a nutcake in an old landyRuttboy, in your last post you summed up for me quite simply what I think most peeps are after. Someone who actually cares about their position and the customers you serve. In the UK excellent, even good customer service is such a rare event. There just seems to be one main focus, MONEY. Which is the wrong thing to target. If you offer a good product / service, people will pay for it, only then can you reap the rewards of a successful business. From the experience I have received from LR dealers, they are not interested in repeat custom or at least the bod on the desk doesn't even if the manager is counting on it.
So as has been pointed out, my wants would also be:
1) Motivated, knowledgeable, customer orientated staff.
2) Reasonable fixed pricing, doesn't have to be the cheapest if you are going to be blowing away the local competition.
3) Someone to answer the phone instantly and knows who you are, if the car is in for work. Maybe a computer system which flags up the various info. quickly to the reception staff?
3) Land is a premium in UK, but I hate over crammed dealers where there is no where to park, view the vehicles.
4) Examine the car for damage, BEFORE the car goes in for repair. Should be automatically done. PLEASE get the staff to treat the cars with respect and not pop off down the local shops in them.
5) Keep the customer in the loop at all times. If the car is ready then a call to say so would be appreciated.
6) I do like a nice cuppa, but not from those horrible machines, can the beauty behind the desk not make me a fresh one for me????............
Good luck.
So as has been pointed out, my wants would also be:
1) Motivated, knowledgeable, customer orientated staff.
2) Reasonable fixed pricing, doesn't have to be the cheapest if you are going to be blowing away the local competition.
3) Someone to answer the phone instantly and knows who you are, if the car is in for work. Maybe a computer system which flags up the various info. quickly to the reception staff?
3) Land is a premium in UK, but I hate over crammed dealers where there is no where to park, view the vehicles.
4) Examine the car for damage, BEFORE the car goes in for repair. Should be automatically done. PLEASE get the staff to treat the cars with respect and not pop off down the local shops in them.
5) Keep the customer in the loop at all times. If the car is ready then a call to say so would be appreciated.
6) I do like a nice cuppa, but not from those horrible machines, can the beauty behind the desk not make me a fresh one for me????............
Good luck.
Might be worth posting the same question on http://www.disco3.co.uk/forum/index.php and the associated RRS and FL2 forums.
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