RV PRO

December '19

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rv-pro.com December 2019 • RV PRO • 77 Also, set a monthly production objective for the shop and individual technicians. Track and share individual technician production, daily. In addition, measure the cycle time of each job. Actually, there two measurements: "keys to keys" (which is drop off to pick up) and "job turn" (which means in the shop to completion of the job). Service guest education. Consider creating the position of a dedicated and trained "walk-through" delivery specialist. Quite often, this function is performed by a technician, which takes bill- able hours out of the shop. Finally, here's an idea that has been around forever: Introducing the customer to the service department personnel and drop-off area. It's Not All Bad To be fair, I wanted to also include some positive consumer posts on social media: "Not all dealers are horror stories. We purchased our ... (manufac- turer) from ... (dealer) and have had a good experience to date. Sale and delivery were fine and after using for a solid five months we brought it in for a few warranty items discovered during our trip. Everything was taken care of, including some items we weren't sure they would cover under warranty. Kudos to ... (manufacturer) and ... (dealer). They have renewed my faith in the industry." "I had a TT and now a fiver that I did not purchase from ... (dealer) and they have done all my maintenance work for over 10 years. They are being rewarded by delivering our new … (manufacturer) to us in two weeks" "We have heard good things about … (dealer). I have friends who have used them and purchased elsewhere. We plan to give them our business in the future." "We took ours to … (dealer), which is not where we purchased. We were able to make an appointment for less than weeks out (our selling dealer was two months out). Work was completed and back to us in about two weeks." "RV dealers make very little profit on warranty work. You can't blame them for prioritizing profitable work or restricting warranty work to customers who purchase from them." I hope that you will find some benefit from all of this and begin your process of improving customer service in the service depart- ment. Even the best fixed operations typically have some room for improvement. Read Part 1 of this Series: Read Part 1 of this Series: https://nbm.uberflip.com/i/1178716-november-19/125? Reach more RV Pros! EMAIL ADVERTISING INQUIRIES TO: jfoos@nbm.com (800) 669-0424 ext. 212 www.rv-pro.com Meet RV PRO's Meet RV PRO's Media Media Consultant Consultant Jordyn Foos Jordyn Foos

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