The Results
With Advanced Service our advisors are selling more work and our technicians are flagging more hours. When we have shop meetings, we highlight this success. In one instance, our technician had increased flagged hours by over nine hours per week, creating healthy competition.
Not only does it help my team sell, it helps me manage and track important data — a problem I didn’t consider before. Every advisor was tracking recommendations and things on their own spreadsheets. It was impossible to manage the information when data was everywhere. Advanced Service lets me see the data I’ve always been looking for. It even lets us track how much time technicians spend on the report card, when it’s done, and if it was done in the sequence we prefer it holds my employees accountable.
Today, we have definitely captured some of our lost business — thanks to increased efficiencies and real-time data. We also have better processes now. When a repair order has critical “recommended not done” items, Advanced Service sends an alert to our service manager, and he contacts the customer to explain the importance of the repair. Building that trust and relationship with the customer helps us to regain and retain business.
Advanced Service simply makes it easier to run our business. We are seeing improvements, and we have the data to prove it.
