During the check-in process service consultants go through quite an elaborate process. There are many, many steps that need to be handled to get our customers and their vehicles checked in for the servicing. Top notch service consultants create a singular process they repeat with each and every customer. They perform the same actions and use the same script every time. They are continually reviewing the process and analyzing what is working well and what is not working well. Top consultants constantly refine and make adjustments to their process.
Much like an actor in the theatre, the best service consultants develop their process (the actor’s role), and develop their word track (the actor’s script), then repeat it with each and every customer (the actor’s performances).
Today, we will look at the step in the process where the consultant introduces the Multi-Point Inspection to their client. Consultants with the highest CSI scores, and the highest sales, present the MPI sheet to each and every client at check-in. Your client’s experience with you and their satisfaction is dependent upon having their expectations met. When you know their expectations, or in this case, set their expectations, it is much easier to meet or exceed them.
Never assume just because a customer has been to our facility previously they know the processes we go through. Also, never assume they have expectations that align with what is going to happen during their visit. Making these assumptions will bite you.
Near the end of your check-in routine, after you have discussed your customer’s concern(s), (asking them questions for clarification and additional information for your technicians), and reviewed their concern(s) with them to ensure you understand correctly (and they know you understand and have confirmed it); pull out the MPI sheet from under your desk and present it to the customer. Make this presentation with each and every customer, whether they are in for their car’s first service or they are a long time, regular guest. Consistency is important.
Yes, I said present it. Make it a big deal. Not every repair shop performs this complimentary service. Build value in yourself, your technicians and your dealership. Explain to the customer, “Part of what we do here at _______________________, to help you keep your vehicle in a safe and reliable condition, is we perform a complimentary visual inspection of your vehicle every time it comes in. This helps you know the condition of your car, what is in good shape, what is wearing and what needs attention. Is it alright with you if we perform this courtesy inspection for you?”
The words are important. Having an exact script is vital to this process. Presenting it to every customer with the exact script is critical to your success with the MPI.
Once your guest gives you permission, the next part of your script is this, “As soon as I get your inspection back from your technician, I promise I will call you right away.” Be sure to make good on your promise. With this statement you do several things. First, you set yourself up to prove that you are different than the stereotypical service advisor. You see, the automotive business is not known for honesty, integrity and fulfilling promises. You now have given yourself the opportunity to show you are honest, have integrity and fulfill your promises.
The second thing you have done with this phrase, is to set the customer’s expectation for your phone call. They will now be expecting your call and be more readily available to discuss their technicians findings. This too, is extremely important to your success with the MPI. If you did not introduce the MPI at check-in, and you didn’t promise to call (or you didn’t fulfill that promise), your guest is caught off guard when you want to discuss additional concerns with their vehicle. Often they will feel you are just trying to take extra money from them. Again, set the customer’s expectations and then meet or exceed those expectations.
To Pursue Great! with Multi-Point Inspections requires a precise process at vehicle check-in. The actions and words you use have a tremendous impact on the outcome you will achieve. Increase your success with additional sales and increased customer satisfaction by developing and implementing these three steps.