Cherry Hill, NJ May 3-4, 2016 Powerpoint - Fixed Ops

Cl oud Trai ner, LLCKarl a Gul eseri an, MSECPresi dent

Karla Guleserian, MSEC | Cloud Trainer, LLC | President | [email protected] | (410) 404-3860

mailto:[email protected]


The Fi xed Ops BDC:

Mi xi ng t he Mi l eage Whi l e Maxi mi zi ng Ret ent i on



Cal l Revu Case St udy: Jones Junct i on BDC



Unprecedent ed Perf ormance

43% CP RO ratio Toyota store had 74% retention rate Free oil changes for life February, March, & April 2015



Don’ t Ask “If ”, Ask “How”

How can a BDC hel p achi eve your busi ness goal s and f i t wi t hi n your operat i ons and cul t ure?



Pri mary Purpose of t he BDC

To Generat e Busi ness!


Improved CSI

Improved schedul i ng & cust omer processes

Increased ret ent i on rat e

Increased servi ce prof i t ( more t i me t o sel l )

Bet t er “mi x of mi l eage”

More CP opport uni t i es

Hi gher appoi nt ment show rat i o

Si mpl i f i es process f or schedul i ng recal l remedi es

Capt ures decl i ned servi ces opport uni t i es


Benef i t s of t he Servi ce BDC



Why Consul t ant s Shoul d Not Book Cont rol over t he t ype of work booked ( gravy)

Cont rol over t he amount of work booked

Frees consul t ant s ’ t i me t o sel l servi ces

Most do not even gi ve st at us updat es or cal l when part s are i n

Consul t ant s wi l l put of f non- gravy work

Ef f ect i ve schedul i ng gi ves t i me f or proper cust omer handl i ng ( greet i ng, wri t e- up, qual i t y-cont rol , mul t i poi nt present at i on, del i very)

Maxi mi zes use of l abor i nvent ory



Responsi bi l i t i es of a Servi ce BDC Work wi t h Servi ce Manager t o ensure proper l oadi ng of t he

shop

Book 70- 80% of dai l y shop capaci t y

Handl e al l i ncomi ng t el ephone appoi nt ment s

Ensure cust omer records are up t o dat e ( col l ect emai l addresses)

Revi ew servi ce hi st ory wi t h each cust omer / Document concerns i n t he schedul er

Conf i rm appoi nt ment s ( i mproves show rat e) ( by phone and emai l remi nders)

Fol l ow- up on mi ssed appoi nt ment s

Book i nst al l appoi nt ment s & make part s avai l abi l i t y cal l s

Schedul e recal l appoi nt ment s / Fol l ow- up on decl i ned servi ces

Use t el ephone scri pt s / Fol l ow a consi st ent schedul i ng process



Schedul i ng Process Servi ce appoi nt ment cal l s are screened and rout ed t o BDC

f rom recept i on

Incomi ng cal l s are answered wi t hi n 2 ri ngs ( wi t h a smi l e & proper greet i ng)

Look- up cust omer by emai l address!

Veri f y cust omer i nf ormat i on ( vehi c l e, address, phone)

Rest at e current concern and document properl y

Revi ew vehi c l e and servi ce hi st ory, and recommend Fact ory Recommended Mai nt enance

Revi ew appoi nt ment avai l abi l i t y

Revi ew need f or shut t l e, l oaner, pi ck- up & del i very, drop- of f

Revi ew everyt hi ng di scussed and re- conf i rm appoi nt ment



Have A Weekl y Trai ni ng Pl an

Schedul i ng Pr ocessAppoi nt ment Types Booki ng

Pr oper Use of Schedul er

Tel ephone scr i pt s



Booki ng For Ret ent i on

Ensure 1st servi ce appoi nt ment s are schedul ed f rom sal es

Ensure t hat 1st appoi nt ment i s booked 5. 5 mont hs f rom sal e dat e

Ensure 2 servi ce vi si t s per year f rom poi nt of sal e

Schedul e next - mai nt enance appoi nt ment ( 5. 5 mont hs out )

Fol l ow- up on mi ssed appoi nt ment s

Creat e servi ce l oyal t y



Segment Dat a To Mi x Up t he Mi l eage 30, 000 – 45, 000 Mi l es

60, 000 – 80, 000 Mi l es

100, 000 Mi l es+

Road Warri ors : Hi gh mi l eage, new cars ( i . e. , 2014- 2015 w/60k+)

Ol d Cars: 2006- 2010 ( regardl ess of mi l eage)

Decl i ned servi ces

Recal l l i st s

Lost cust omers ( no servi ce 1 year)



Messagi ng Rel evancy Yi el ds Appoi nt ment s Segment dat a based on i n- servi ce t i me peri ods

Assi gn appoi nt ment set t er t o speci f i c dat a segment

Cust om t el ephone scri pt s f or each segment

Speci f i c of f ers f or each segment

Emai l campai gn t hat support s t el ephone scri pt and of f er

Focus on booki ng f or “saf et y i nspect i ons” and mul t i poi nt s

Appoi nt ment set t ers l og cal l s and add not es t o each record



Telephone Scripts


Focus On The Safety Inspection


Customize Your Voice Messages


Customize Your Offers


Confirmations & Missed Appointments


Declined Services Script #1


Declined Services Script #2


5.5 Month Booking For Retention

Why?

To ensure t here are no underl yi ng warrant y i ssues To mai nt ai n cust omer communi cat i on To educat e cust omers To check cri t i cal saf et y component s To prepare cust omers t o budget f or f ut ure repai rs


A f i xed ops BDC can si gni f i cant l y i ncrease servi ce prof i t and cust omer ret ent i on

The benef i t s of havi ng a BDC out wei gh t he cons

Servi ce consul t ant s wi l l cherry- pi ck booki ng opport uni t i es , l eadi ng t o l ow ret ent i on l evel s and mi ssed prof i t s

An ef f ect i ve cust omer handl i ng and schedul i ng process wi l l l ead t o i ncreased CSI and prof i t

Use dat a segment at i on t echni ques t o di versi f y t he mi l eage mi x i n t he shop

Appoi nt ment set t ers need regul ar t rai ni ng t o cont i nual l y i mprove booki ng process

Cust omi ze t el ephone scri pt s and emai l messagi ng f or speci f i c cust omer segment s

Ensure your cust omers vi si t your servi ce depart ment at l east t wi ce per year

Concl usi on

Share an important takeaway you received from this session using hashtag #DD20for a chance to win an iPad

Contact Info

Ful l Name/Ti t l e: Kar l a Gul eser i an, MSEC / Pr esi dentCompany: Cl oud Tr ai ner , LLCWebsi t e: www. Cl oudTr ai ner . comEmai l : kar l a@cl oudt r ai ner . comTel ephone: ( 410) 404- 3860

Cherry Hill, NJ May 3-4, 2016 Powerpoint - Fixed Ops

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