How to improve our service department?

[OBEMOTORMAN]

We are an outboard repair and re-manufacturing facility wondering how we can build a great service department. Any suggestions you might have would be greatly appreciated. Thank you in advance!

 

[roscoe]

Re: How to improve our service department?

Have a well spoken, polite, counter person to deal one on one with the customers.
No rolling of their eyes, or talking under their breathe
Share info with the customer, take time to explain things.

Don't EVER surprise the customer with $100 or $700 of add ons when they come to pick up their motor.
Stick to the estimate, so be accurate the first time.

If more cost will be incurred, contact the customer to get approval.
Be accurate and honest in your service times and schedules.

Treat your techs well, so they keep you on schedule.
Don't make excuses, don't blame "the techs". The customer doesn't want to hear it, and will doubt the integrity of the whole shop.

Fix little things like a leaky fuel hose, by trimming the hose and re-attaching for $15, rather than selling a new hose assembly for $73. Then let the customer know what you did to save them money. They will appreciate it, and reward you with repeat business.

I could write for hours. But perhaps it would be best to buy one of the many books on this subject.

 

[dingbat]

Re: How to improve our service department?

Fix little things like a leaky fuel hose, by trimming the hose and re-attaching for $15, rather than selling a new hose assembly for $73. Then let the customer know what you did to save them money. They will appreciate it, and reward you with repeat business.

Your playing with fire......and it's only a matter of time before you get burnt.

You can tell the person that they can save some money and do the repair themselves, but the minute you touch it, you're liable for the consequences. You do things by the book or not at all

 

[nwcove]

Re: How to improve our service department?

We are an outboard repair and re-manufacturing facility wondering how we can build a great service department. Any suggestions you might have would be greatly appreciated. Thank you in advance!

free parts, labor and fuel for a season. other than that , only a small fraction of your customers will ever be satisfied!!! jmo

 

[Frank Acampora]

Re: How to improve our service department?

Assuming your personnel are qualified and motivated to do a good job, the short answer is: Communication, Communication, Communication with the customer. Then, a daily meeting to discuss possible or real problems and work orders so nothing gets lost. meetings do not need to be more than 15 minutes in most cases.

It really is not difficult to be first class, It just takes the will and desire.

 

[Grub54891]

Re: How to improve our service department?

Assuming your personnel are qualified and motivated to do a good job, the short answer is: Communication, Communication, Communication with the customer. Then, a daily meeting to discuss possible or real problems and work orders so nothing gets lost. meetings do not need to be more than 15 minutes in most cases.

It really is not difficult to be first class, It just takes the will and desire.

^^ exactly! We have a short meeting every day,make sure the work orders are getting done/parts ordered,customers called if any other issues come up. When the job is complete,customer is called right away,usually by the service tech who did the job,it gives the customer one on one with the tech,not a second person who can't explain what was done to it. And the boat cleaned up wether it came in dirty or not.
Grub

 

[roscoe]

Re: How to improve our service department?

Your playing with fire......and it's only a matter of time before you get burnt.

You can tell the person that they can save some money and do the repair themselves, but the minute you touch it, you're liable for the consequences. You do things by the book or not at all

Well, maybe a fuel line was a bad example. But telling someone to do something that you wouldn't do yourself, sounds a bit iffy too.


But I for one am glad when the local GM dealer saves me some bucks, like last week when they spliced in 2 sections of brake line, charging me $46, instead of $240 for new lines.

 

[dingbat]

Re: How to improve our service department?

Well, maybe a fuel line was a bad example. But telling someone to do something that you wouldn't do yourself, sounds a bit iffy too.


But I for one am glad when the local GM dealer saves me some bucks, like last week when they spliced in 2 sections of brake line, charging me $46, instead of $240 for new lines.

Splicing rusted brake lines isn't any better than trimming rotting fuel lines.

 

[southkogs]

Re: How to improve our service department?

1.) Be helpful experts. When someone comes to you for service, they need advice and work from someone they trust. When you can help them by saving 'em a couple of bucks, help 'em. When reality hits, and they need to spend the money - let your professional expertise speak. That'll help you establish trust.

2.) Say what you'll do, and then do what you say. Give me an estimate, tell me why (in your professional opinion), tell me when I can expect it done and then have it done then and for that price. If there's going to be any changes to price, work or time: call me and let me know.

3.) Pay attention to little details through the process of doing business with you. Walk through your processes (literally, come in the front door and go up to your counter, etc., etc.) and try to see it from your client's perspective. Find the places in your points of contact with a client where you can add some value. Be easy to do business with, and make it so I enjoy hanging out in your shop for a few minutes and don't mind stroking a check for the work.

4.) Be noticeably better than ANYONE else in town.

Good luck & Welcome aboard.

 

[TOHATSU GURU]

Re: How to improve our service department?

The best advice I have is to charge 30% more than whatever you think is a fair labor rate. That way you can afford to eat the nuisance crap that you can't predict.

 

[britisher]

Re: How to improve our service department?

I agree with all the positive comments made so far about communication, quality, professionalism, etc. In addition to that I would also highlight that no one in business works in a bubble and in business we all have competitors. You need to know who those are and what they offer.
Do not play price wars with anyone as no-one wins in the end. You are in business to make a profit and repeat customers will give you that. It is hard to win customers and easy to lose them. On average a dissatisfied customer will tell 20 more people about their negative experience than a satisfied customer will about their positive experience.
Do you ask for feedback from your satisfied customers? Do you ask if you can use their remarks in marketing material? Do you use satisfied customers in your marketing material. A happy camper you use in your marketing publicity will pay boundless dollars for your business.
Do you keep history records of your customers? If you do then you can mail them/email them about service specials, etc at the right time for you.
Finally, common courtesy costs nothing. Please & Thank You's will always bear fruit.
Here are some words of wisdom we have on some of our business card handouts:

OUR BUSINESS PRINCIPLES
FOCUS ON OUR CUSTOMERS....
Our Customer is part of our business - not an outsider
Our Customer is the most important person in our business
Our Customer is not someone with whom to argue or match wits
Our Customer is not dependent upon us - we are dependent on them
Our Customer is not an interruption of our work - but the purpose for it
Our Customer is a flesh and blood human being with feelings and emotions like us
Our Customer is a person who brings us their wants; it is our job to fill those wants
Our Customer is deserving of the most courteous and attentive treatment we can give.

Good luck.