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Need a clear process – It has never been more important to have a process that is clear and consistently implemented. Good service processes have a clear process that is easy to understand. First, a process that works must be consistent and clear. This means that the process needs to be written down and understood by all the managers and employees that are involved. Another important consideration is the process needs to be consistent. This means that a good service process includes specific steps accomplished every time. Customers judge how a service is applied across every customer. A process that is applied the same way every time escapes the customer judgment about the application of the process that can be detrimental to generating more sales.

No such thing as a process of convenience – The best process is not usually the easiest. Processes often require additional effort. Stronger sales are supported by the additional effort needed to implement the best process. A complete process will usually require more time and effort. Cutting corners can result in cutting sales opportunities. A process means that specific actions are taken to complete the process every time.

Too many hands in putting the process together – Processes must remain consistent regardless of changing operations. For example, if you have a new product or service, it does not necessarily need to change the process. It is important that when a process is proven to be effective that incremental changes over time do not decrease how effective the process is.

Update the process – Automotive service is a complex system with ever-changing processes. For example, new services can change the process. Any changes need to be communicated to service advisors because they are vital in implementing the process.

Competing processes – Don’t get confused with the different processes implemented by different employees. Whoever is involved in a process needs to be included in sitting down together and writing out how the process is supposed to be implemented.

Jeff Cowan

Jeff Cowan has been helping automotive dealerships & service centers Succeed for over 35 years.

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