Pub. 3 2013 Issue 4

14 AUTOMOBILE DEALER NEWS ILLINOIS www.illinoisdealers.com tablet in hand, knowing the customer’s name and the reason for their visit, as well as showing them the same vehicle Service history that they saw online, is going above and beyond—offering another opportunity to convey honesty and transparency. Mobility plays a huge part in convenience as well. If a Service Advisor can use a tablet to performan immediate walkaroundwith the customer and note damage and concerns using “voice-to-text” technology, the process will be even quicker. The customer has barely stepped foot out of their car, and they are already halfway through their appointment. Now, after reviewing the reason for Service with the customer, the dealership needs to be able to add any additional services, create a quote with pricing, sign the pre-work order, and move the cus- tomer quickly onto the next step. This is a perfect example of every- thing a customer wants: Nothing is overlooked and everything is documented (advocacy); the customer knows exactly what will be inspected (fairness); the interaction was transparent and thorough (honesty); the visit was faster than expected (convenience); and the customer has access to instant pricing information to decide what work to have done (value). After the lane inspection, the process should flow directly into the lift inspection. If a Technician notices a problem that the Service Advisor missed during a walkaround, having a method of quickly notifying the customer is essential. The sooner a customer is made aware of an issue, the faster they can decide if it is worth fixing. This provides them with value, so that they do not need to make multiple trips back to the dealership. Once an inspection is complete, having a solution that lets you email or print a Vehicle Inspection report in an easy-to-read, multi-option format shows the customer everything else they need to know. Quickly reviewing a full report of all work that was completed, as well as items recommended for future visits, gives the customer the satisfaction of knowing that the dealership was thorough. Again, supporting fairness, honesty and convenience. Remembering the importance of mobility, dealerships need to make sure they have a reliable, business-grade wireless solution. Service employees will be able to do their job more effectively when they can use their tools to their full potential. Custom- ers expect quality when they come to your dealership, so using the best wireless technology available can help you exceed their expectations. While these findings are not earth shattering, you can change customers’ misconceptions with the right technology and a small process change.   loyalty — continued Justin Sprague is currently a VP of Product Management at ADP Dealer Services, a Division of ADP. In his role, he is responsible for the product strategy, direction and project management of ADP core portfolio, including the ADP Drive dealer management systemand Fixed Operations applications. His career history includes contributing as Director of Sale Support and Business Development and Director of Sales Enablement. Visit our re-designed www.IllinoisDealers.com For all your online membership needs Log on to the new member only area using your unique “dealer ID” – the IADA Membership ID printed on your annual membership statement. Please call the IADA office if you need assistance. www.IllinoisDealers.com is an informational community site for the automotive industry of Illinois.