Fixed Ops Magazine - 2022 Vol19 02 - 46

built for customers to self-schedule an appointment
on your website, the majority of customers still prefer
to call your service department. In fact, between 2019
and 2021, incoming phone calls to Service Departments
steadily increased by 16.3% - from an average of 9,904
calls per month to 11,534 calls.
Continuing with the DVA illustration at this point relies
on the information in your scheduling tool to make
appointments. If the scheduler is wrong, your DVA will
be wrong. More specifically, I spoke with a dealer who
didn't realize his scheduling tool was configured to
show the shop closed on Tuesdays, when it was very
much open. Online customers could not book that day,
and the DVA could not book phone customers. A simple
tweak solved the problem, but the situation illustrates
the importance of checking and double-checking integrations
with new technology.
CHANGE IS HARD -
BUT WELL WORTH THE EFFORT
Today's customers expect your service department to
deliver a fast, efficient, and personalized experience.
That often requires adopting new technology, which
can be a struggle for employees. Expect there to be
some resistance complete with ups-and-downs but
put strategies in place to smooth implementation and
ongoing use.
Change is hard for everyone. But it is well worth fighting
for if it leads to a healthy, thriving service department.
Lawson Owen is the
founder and CEO of
Proactive Dealer Solutions,
The BDC Experts,
based in Charlotte, N.C.
The international firm
has worked with more
than 3,000 automotive
retailers
across North
America and is credited
with developing the BDC concept for retailers more
than 25 years ago.
46

Fixed Ops Magazine - 2022 Vol19 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2022 Vol19 02

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