Pub. 5 2015 Issue 1

20 AUTOMOBILE DEALER NEWS ILLINOIS www.illinoisdealers.com 1. Less is more When you’re choosing or designing your MPI inspection sheet, it’s important that the information is relevant and easy to decipher. A cumbersome and over embellished inspection sheet makes presentation difficult for your employees and confuses your customers. Hit the key areas and build value in inspections and other complimentary services you provide. 2. Be Prepared Have the necessary equipment and forms available. Toomany times dealerships find themselves out of forms or cannot print one due to lack of paper or ink. If you are printing MPI forms, place a printer in a centralized location accessible to everyone involved and ensure you stock enough ink cartridges. If you stock forms, make sure you have a process in place and more than one person that knows how to order them. The MPI form is one of the most valuable tools you have, be prepared. 3. Inform vs. defend Be proactive. Introduce MPI during the walk around or at the time of write-up with a customer. Share with them what your MPI process looks like and what they can expect when it’s completed. When you let them know upfront and build value in this process you will set the stage for presentation of your find- ings. Inform about MPI first so you do not have to defend it later. 4. Presentation To get the most out of your MPI process, you must get the information into the customers’ hands and present the findings in a professional manner. Whether a customer is waiting in your lounge or dropped their vehicle off, utilize MPI as a sales tool to report the findings and help themmake a buying decision. When repairs are completed, the active delivery becomes the culmina- tion of the entire process. It gives you a chance to let the customer know about all the hard work you did for them. As you go over Five Steps to a Solid MPI Process The Mu l t i Po i nt I nspect i on h a s b e e n a r o u n d f o r a ver y long time. Ever since its int roduction, for var ious reasons dea l e r sh i ps have been struggling to utilize it as it was intended. Most simply miss the value it was designed to bring for their customers and employees. These five bas i c s teps wi l l he l p you r department set the stage for a great MPI process and bring your customer experience to the next level. BY DAN HAHN, FIXED OPERATIONS TRAINER AT AUTOMOTIVE DEVELOPMENT GROUP, LLC CONSULTANT’S CORNER