Digitization There is no over-communication
A DIS survey of equipment dealers across North America revealed a strong demand for automation in various dealership areas, particularly communication with customers, team-members and third-party vendors.
Get as much information upfront as possible so surprises don’t occur once a job starts, and so you can set expectations with the customer upfront. • Have customers take pictures of items that need to be fixed or replaced in advance to have a better understanding of the job. Texting is a great way to collect information pre-ops so you can expedite the check-in time.
Even if there is no update to communicate, communicate that to the customer at the agreed-upon touchpoint. Set the expectation on the timeline with customers upfront so they aren’t left to fill in the blanks themselves.
• Set the expectation with the customer that work will not be completed until all parts arrive.
Service Status Updates: Aim for a cadence of at least one update to the customer per week.
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