Express Maintenance Service
Set up a “Shop within a Shop”: Designate a specific area within your service department for express maintenance service. Ensure it has dedicated tools, equipment, and staff.
2-Technician Process: Implement a two-technician system where both technicians work simultaneously on different parts of the vehicle to complete a basic maintenance service within one hour.
Facility/Tools/Equipment
Facility: Ensure your facility is organized, clean, and optimized for workflow. Allocate space specifically for express maintenance.
Tools/Equipment: Invest in specialized tools and equipment that allow for quick and efficient service. Ensure everything is well-maintained and easily accessible.
Technician Training
Training Programs: Develop comprehensive training programs to ensure technicians are proficient in express services and standardized work instructions.
Certifications: Encourage technicians to obtain relevant certifications to enhance their skills and knowledge.
Standardized Work Instructions
Consistency: Create detailed work instructions for each type of express service. Ensure all technicians follow these instructions to maintain consistency and quality.
Documentation: Keep all instructions and procedures documented and easily accessible to staff.
Quality Control
Inspections: Implement a quality control process where completed services are inspected for accuracy and completeness.
Feedback Loop: Establish a system for technicians to receive feedback and make improvements based on quality control inspections.
Parts in the Bays
Efficiency: Keep frequently used parts stocked and organized in the service bays to minimize time spent searching for parts.
Inventory Management: Implement an inventory management system to track and restock parts as needed.
Quarter Time MPI Inspections
Routine Checks: Perform Multi-Point Inspections (MPIs) during each express service to identify any additional maintenance needs.
Quarter Time: Require the MPI Inspection to be completed within the first 15 minutes of the service – this will increase the likelihood of the customer’s approval for any additional upsell opportunities.
Additional Sales Opportunities: Use the results of MPIs to recommend additional services to customers based on ethically needed services and/or repairs, increasing revenue and ensuring vehicle health.
Additional Selling Techniques
Customer Communication: Train staff to communicate effectively with customers about the benefits of recommended services. Give customers enough information so that they can make informed decisions.
Professional Selling Technique: Utilize the RIM (Related/Immediate/Maintenance) selling technique to make a professional presentation to the customers for additional needs.
Staffing/Work Schedules
Staffing Levels: Ensure you have adequate staffing levels to handle the volume of express services without overworking your team.
Flexible Schedules: Implement flexible work schedules to accommodate peak service times and ensure coverage throughout the day.
With these strategies, your dealership's service department can provide quick, efficient, and high-quality maintenance services, enhancing customer satisfaction and retention.