Processes save lives. It’s true. It is especially true when you are lying in a hospital bed with a doctor and a nurse talking to you about how their processes will save your life…which was where I found myself in the not too distant past.
Actually, I found it rather odd that I was being talked to about processes. Usually, I was the one explaining why a process, when properly implemented, would save a customer’s life. (Not to mention the dealership’s life.)
So, there I lay. “We are going to check your vitals every 2 hours until you have made some progress.” That seemed reasonable to me. I might have needed a little extra monitoring to get well. It made total sense.
In our business, whether it is called checking the vitals or touching base, it is a necessary function of the Service Department. It doesn’t matter if the customer is in the waiting room or at home/work, you need to put them on a regular schedule of checking their “vitals”.
Let me ask you this. If you were to check on your customers in the waiting room on a similar schedule, would that save your CSI score? What about saving the customer all of those feelings they get when they are waiting…like “What’s taking so long?” and “Why hasn’t someone come to talk to me?”
More importantly, how would frequent status checks impact your Sales per Repair Order? I think a customer that feels like they are being paid attention to would be more receptive to hearing about what you have to say about their vehicle.
One thing about getting a consult in the ER or a hospital room is the consideration for your privacy. As you may know (once you are admitted) you get to wear a hospital gown that leaves you feeling vulnerable and exposed to the world.
Additionally, because everything is separated by curtains, most people walking by can listen to everything being said. I don’t know about you, but I don’t need my treatment plan broadcast for every person walking by to hear.
How about your customers in the waiting room? Do you just charge in there and start talking to your customer in front of everybody else who is waiting? Don’t you think they feel a little vulnerable and exposed? Why not move them to a little more private area of the service department or take them out of the waiting room to discuss their repairs? It makes total sense when you think of it and the customer will appreciate you taking that extra step to make them feel comfortable.
Better yet, take them to their vehicle! Show them what needs to get done.
Another thing about processes in the hospital… Everybody follows the process. There is no allowance for any personnel to make a change to the process. All of the hospital staff knows that they’ll be held accountable for their actions. One of the biggest takeaways is …everything is charted.
One of my very first lessons in the service department as an Advisor came from my manager. This lesson was courtesy of some very poor Repair Order documentation on my part. Believe it or not, customers often call or ask questions when you are not around.
In this case, the customer called and due to my lack of documentation (and the technician being at lunch as well), the Manager could not tell my customer anything other than “We are checking it out and as soon as I have some additional news, I will have Leonard call you.”
I can tell you from that day forward that I added notes in detail. The rule was “If someone else other than you picked up the RO they could follow the notes and take action on your behalf.” They do the same thing in the hospital.
What about your store? Do you add enough information to the RO that anyone could pick it up, read it and then take action on your behalf? Are processes followed by everybody? Do you hold people accountable for their actions?
The absolute truth about a process is that it requires action to be accomplished. It cannot act on its own.
This means that when someone does not follow the process, it is because they did not complete an action step. This makes it incredibly easy to diagnose and repair. Let me give you an example.
“Hey Sally, did you complete a walk-a-round and menu presentation on Grandma Jones when she came in this morning?” That is how easy it is to measure whether a process has been done or not.
“No boss. She was just in 2 weeks ago.” Now you have something to talk to Silly Sally about. Why didn’t she follow the process? And, who gives the Advisor/Technician/Parts Counterperson permission necessary to skip a process? Can they just decide themselves which process is necessary and which one is not? Can they decide not to follow a process on their own in your store?
“Well Sally, she just came and asked for the service manager (that would be me) because she can’t understand why two weeks ago you recommend a service (which she declined then) and today, when you talked to her during the write-up, you did not mention it. What do you think I should tell her?”
At this point Sally knows she needs to follow the process every time with every customer.
Sometimes you need more tests to diagnose what exactly is going on. In my case, they needed to complete an additional diagnostic procedure to give them more information.
Not only did the doctor explain the process, but I had at least two more visits from the nurse on call and the nurse assisting the doctor. Each time they asked me if I understood what was going to happen and did I need additional information or another explanation.
Do you take the time to explain the diagnostics involved in diagnosing your customers vehicle? Not only is it the right thing to do, you will find yourself becoming more of an expert on the vehicle. Especially when it comes to recalls and campaigns. If a customer brings their vehicle in and it is chugging like a steam engine, their expectation is that it will take a little time and knowledge to diagnose the vehicle.
But they still want to know what you are going to do! So, tell them. Ask them if they understand what is going to take place. Offer to show them on their vehicle what you will be doing.
Lastly, in your process, do you follow-up? I can tell you that since I’ve been home that I have received 2 calls from the hospital asking me how I was doing and did I need anything else? What a feeling of confidence that gave me.
Do you follow-up with your customers? Many dealerships say they do. Many dealerships think they do. But, the reality is, many of the customers that come in don’t get a follow-up.
In fact, many of your customers don’t even get a proper send off at the cashier window. Many of them leave without talking to an Advisor or a Manager. Even worse, they don’t even get a Thank You. Or an invitation to come back!
Quite frankly, I did not want an invitation to go back to the hospital. In fact, I would be very happy not see the inside of one for the rest of my life.
Here is your reality. Your customer may or may not see you again too. It depends on how well you and your Service Team followed your process.
Processes save lives.
By Leonard Buchholz