Fixed Ops Journal - October 2022 - F12

FIXED OPS JOURNAL
The Walser Way uses a small team
concept to serve customers better.
Service advisers are liaisons between
the customer and technician team,
which is managed by an
ASE-certifi ed lead.
FORWARD THINKING
I
nnovative companies are always looking
for ways to improve operations
and business practices, often in the
name of better customer service.
Sometimes these companies pilot a
new approach on a limited basis to test it out
in the real world. If it results in increased customer
satisfaction, revenue, profi ts and internal
harmony, it's implemented companywide.
If not, the decision makers may salvage
some good ideas, then pull the plug.
Like most dealership groups in 2020, Twin
Cities-area Walser Automotive Group, with 16
rooftops around Minneapolis and another 11
stores across Illinois and Kansas, found itself
trying new ways of interacting with customers
to overcome the constraints and health risks
brought about by COVID-19.
PAGE 12 OCTOBER 2022
Lindsey Trett, the group's director of talent
acquisition who had worked with Walser's
Twin Cities service departments as director of
service process implementation, said surveys
showed customers wanted more direct contact
with technicians and more trust and transparency
from their overall dealership experience.
Putting the basics in place
So Walser Automotive launched an experimental
My Tech program aiming to provide
greater autonomy to its 300 technicians. Technicians
were given more face-to-face interactions
with customers, they could schedule appointments,
send video introductions via cellphone
and update customers with videos of
their fi ndings from multipoint inspections.
One-on-one relationships were established
when customers fi rst made appointments,
while repeat customers had designated techPilots
don't always stick, but best practices uncovered do
JACK FERRY
foj@autonews.com

Fixed Ops Journal - October 2022

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2022

Fixed Ops Journal - October 2022 - Intro
Fixed Ops Journal - October 2022 - F1
Fixed Ops Journal - October 2022 - F2
Fixed Ops Journal - October 2022 - F3
Fixed Ops Journal - October 2022 - F4
Fixed Ops Journal - October 2022 - F5
Fixed Ops Journal - October 2022 - F6
Fixed Ops Journal - October 2022 - F7
Fixed Ops Journal - October 2022 - F8
Fixed Ops Journal - October 2022 - F9
Fixed Ops Journal - October 2022 - F10
Fixed Ops Journal - October 2022 - F11
Fixed Ops Journal - October 2022 - F12
Fixed Ops Journal - October 2022 - F13
Fixed Ops Journal - October 2022 - F14
Fixed Ops Journal - October 2022 - F15
Fixed Ops Journal - October 2022 - F16
Fixed Ops Journal - October 2022 - F17
Fixed Ops Journal - October 2022 - F18
Fixed Ops Journal - October 2022 - F19
Fixed Ops Journal - October 2022 - F20
Fixed Ops Journal - October 2022 - F21
Fixed Ops Journal - October 2022 - F22
Fixed Ops Journal - October 2022 - F23
Fixed Ops Journal - October 2022 - F24
Fixed Ops Journal - October 2022 - F25
Fixed Ops Journal - October 2022 - F26
Fixed Ops Journal - October 2022 - F27
Fixed Ops Journal - October 2022 - F28
Fixed Ops Journal - October 2022 - F29
Fixed Ops Journal - October 2022 - F30
Fixed Ops Journal - October 2022 - F31
Fixed Ops Journal - October 2022 - F32
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