Six links of the 4S service process

Maintenance appointment

1. Classification of maintenance appointments

Maintenance appointments can be divided into active appointments and passive reservations.

Active reservation

Proactive reservation means that many car owners now do not know the knowledge about cars. They do not know when maintenance should be performed, let alone whether the car is faulty. At this time, you can call the customer based on the customer file you have, understand the operating status of his car, and develop a maintenance plan for the car owner; then notify him in advance when maintenance is due, that is, make an appointment; and refer to the workshop's Make reasonable arrangements for customers based on the amount of maintenance and workload, which means taking the initiative to make appointments with customers.

Passive reservation

Passive reservation means that some customers find car faults while driving; or they read the car owner's manual and feel that it is time for maintenance. At this time, in order to save If he doesn't want to queue up, he will call and make an appointment so that the repair center can prepare the necessary tools, accessories and workstations before his arrival, so that he can service his vehicle as soon as he arrives. This is passive reservation.

Case

When customers come to make an appointment, time management is very important.

If a maintenance receptionist arranges an appointment for the first customer at 9 o'clock in the morning, since the company stipulates that each customer can be received for a maximum of 15 minutes, then where should you arrange the second customer? What about time? 9:15; The third one? 9:30; the fourth customer is scheduled for 9:45? No, the fourth one must be scheduled for 10 o'clock. Why? An emergency time of 15 minutes must be left, because if the reception of the first customer exceeds 5 minutes for some reason, the corresponding second customer will also be delayed by 5 minutes, and the third customer will also be delayed by 5 minutes, but the third customer will also be delayed by 5 minutes. Four are not affected, which can effectively solve the time bottleneck, especially in the morning. Studies have shown that people’s maximum patience in queuing is 8 minutes. Customers will become dissatisfied after 8 minutes. So even if it is delayed by 5 minutes, these people will not have any problem, and the fourth one will not be affected.

In the 15 minutes scheduled, it is best to save 20 minutes, that is, 3 minutes. If you save 3 minutes for each reception, you will have a 6-minute gap between the two, plus the 15-minute gap, which you can reserve for emergencies and deal with customers who do not have an appointment. If it is maintenance and the work is relatively simple, you can arrange to receive customers in the short 6 minutes; for those customers with larger problems, you can arrange to receive them in the 15 minutes. Don't think that these 15 minutes are nothing important. If you truly establish a reservation system, you will eventually find that these 15 minutes can solve many problems.

2. Preparation for maintenance appointment

After the appointment, before the appointment time arrives, the maintenance receptionist or the maintenance receptionist's assistant must start the preparation work, and call up the customer file. Including customer information, materials, and maintenance files should be prepared. Prepare a welcome sign with the customer's name, appointment time, and license plate number on it, and place it in a conspicuous place before going to work the next day, so that the customer will be happy when they come. Of course, there are also many customers who don't like to write their name on the welcome sign. In this case, you can write a last name, "Mr. XX", "Ms. XX", or just the license plate number.

In addition, you should also call the customer to remind them not to forget the agreed time. When it's almost time to make an appointment, do you still need to make a phone call to ask if he can make it? If he says that he cannot come due to something else, you should discuss with him to arrange another time. These are the preparations that should be done before the reception.

3. What are the benefits of making an appointment for maintenance to customers?

What are the benefits of making an appointment for customers?

It can reduce the waiting time of customers

If the customer makes an appointment, he can be received as soon as he comes without queuing, thus providing convenience to customers.

Allow sufficient reception time for the next step, so that customers can get better maintenance suggestions and complete the pre-inspection of the vehicle.

Maintenance receptionists have sufficient time to establish good relationships with customers

In today's increasingly competitive market, maintenance receptionists should use all their time to establish good relationships with customers.

4. Benefits of maintenance appointments to enterprises

What benefits does maintenance appointments have to maintenance enterprises?

It helps to evenly distribute the daily workload

Evenly distribute the daily workload so as not to be too busy in the morning and have no customers in the afternoon; or to avoid Monday to Thursday is very busy, but there is no work on Friday and Saturday.

Resources can be fully utilized and not idle

If everyone is busy in the morning, but there is nothing to do in the afternoon, many people are idle, or have no work to do on the weekend, these It's all idle resources. And maintenance appointments can be a great solution to these problems.

Receive the car and make the order

1. The work content of receiving the car and making the order

After the customer comes, the maintenance personnel must change the seat in front of the customer Put on the protective cover, steering wheel protective cover, etc. Then drive the car to the pre-inspection station and pre-inspect it with the customer. During the pre-inspection, the maintenance receptionist should fill in the pick-up form while checking. First check the frame number under the front windshield, a 17-digit code, to check whether it is correct. Sometimes, the chassis number may be obscured by other things, but you can get the corresponding information from the customer file, or you can see the chassis number when you open the hood. After checking the vehicle frame number, continue to check the windshield, roof, and tires to see if there is any damage; then open the door, get in, record the mileage, fuel gauge, etc., and also check the interior parts, Check whether the radio and seat belts are damaged; then close the front door, pop up the hood, and continue to check the body and roof; open the back door and check the seats inside; then check the rear bumper, rear lights, bearings, luggage cover, and rear windshield. There is no damage; then go to the other side of the car and check the other part. All this information must be registered one by one. Before you check the windshield, front headlights, bumpers, etc., you should finally open the hood.

Case

Color Management

You are all experienced maintenance workers. How many colors did you see after opening the engine cover?

I would like to tell you that modern management has entered the era of color management. Anything marked yellow represents the operator and is the equipment or device that the driver is responsible for checking. For example, the oil dipstick is yellow. If it is marked in red and you are not a maintenance person, do not touch it. For example, if the water tank cover is marked in red, if you open it rashly, the boiling water inside will spray out, which may cause injury if you are not careful. If it is a device marked in black, you can check it, but it is best not to check it. For example, the cover of the brake oil bottle is marked in black. Please do not open it because most of the current brake oil bottles are made of plastic. After opening the brake oil bottle, the braking effect may be lost and accidents may occur, so it is recommended that you do not open it. Especially when driving on the highway, this moisture will cause air lock when braking.

Let’s recall, what is the color of automatic transmission oil? There are generally two types, one is marked red; the other is marked yellow. Most of the current cars are yellow, which indicates that they can be inspected. If they are red, it is recommended not to inspect them without authorization.

This is color management. When we see these colors, we will immediately have a certain reaction and know what we should do and what we should not do. Just like when we are driving, when we see the red light, we unconsciously put our foot on the brake pedal, and when we see the green light, we put our foot on the accelerator. This is the benefit of color management. After circling the car for inspection, what should you pay attention to? If the customer is paying for first-time insurance, he or she needs to jack up the car and briefly check the condition of the bottom of the car.

Usually, the customer does not provide the first guarantee. If the customer has no other response, you start to fill in the customer maintenance authorization form, and then require the customer's signature to express confirmation of the project.

For the service manager, the important thing is not how to operate, but the important thing is to realize the benefits of taking the car and making the order for the customer. When the service manager does the pre-inspection, he should ask the customer about the fault phenomenon, and then These fault phenomena are clearly recorded.

2. Benefits to customers: Customers’ needs can be fully understood; Customers can obtain maintenance costs, maintenance plans, parts inventory, etc. in advance, and decide whether to approve them; Reduce extra work that requires customer approval times, the number of phone calls with customers.

Because the service staff may find other problems after the pre-inspection. If the engine leaks oil, you need to jack up the car for pre-inspection. At this time, you will see the condition of the exhaust system, shock absorber system, and tires. If there are any problems, you need to tell the customer promptly because the customer cannot see the situation under the car.

At this time, taking the car and making the order can reduce the number of further contacts.

3. Benefits to the enterprise: Increase the number of sales hours per maintenance order; Increase the number of parts sold per maintenance order; Increase profits.

Maintenance operations

1. Traditional and current methods of maintenance operations

There are two methods of maintenance operations:

Traditional methods

The maintenance receptionist picks up a customer, then fills out the maintenance order, that is, the power of attorney, and finally passes it to the workshop dispatcher to assign the work.

Team approach

The team approach means that the maintenance receptionist leads a group of maintenance technicians himself, and he can directly assign work. When he discovers that additional repairs are needed, he should promptly notify the customer and obtain the customer's agreement on repair services and prices before carrying out the work.

2. Benefits to customers: Proper work arrangements can shorten the downtime of customers' vehicles; it can ensure that vehicles are repaired and delivered as promised.

3. Benefits to the enterprise Proper arrangement can improve the labor productivity and efficiency of the enterprise; it can improve the utilization of enterprise resources.

Quality Inspection

1. Quality Inspection

After repairing the car, you need to hand the car to the test driver for a test drive. After the test drive, if there are no other problems, the car needs to be washed. After the car wash, the maintenance receptionist will conduct a final inspection to see if all the items on the maintenance order have been completed, then check whether the car has been washed clean, and then prepare the car for delivery; if If the test run goes poorly, another maintenance and rescue operation may have to be organized, and the customer must be notified in time to delay vehicle delivery.

2. Benefits to customers: The repair quality of customer vehicles is guaranteed; the probability of rework and repair of customer vehicles is reduced.

3. Benefits to the enterprise: Reduce the amount of rework repairs; Improve customer satisfaction and loyalty.

Communication delivery

1. Communication delivery

At this time, you have completed some of the final inspections by the maintenance receptionist. If there are no other problems , you can issue a settlement statement and then notify the customer to pick up the car.

After the customer arrives, the maintenance receptionist needs to explain to the customer what repair work has been done, and also explain the statement to the customer. If the customer has questions about the operation of the car, this must also be explained.

The maintenance receptionist must also take advantage of this opportunity to provide customers with some usage knowledge that customers must know, as well as maintenance planning procedures, etc.

2. Benefits to customers: The work specified by the customer can be completed on time at the promised price, and detailed explanations can be obtained; customers can get professional answers immediately if they have questions.

3. Benefits to the enterprise: Improve your professional image; Improve customer satisfaction; Can generate new appointments with customers.

When delivering the car, telling the customer what repairs should be done next time and what kind of maintenance should be done is equivalent to making a new appointment with the customer. Every time you have a handover or contact with a customer, it is best to generate a new appointment.

Follow-up and return visit

1. Follow-up and return visit

Within 2 to 5 days after the car is repaired, you should call the customer to follow up and return to see whether the customer is satisfied. One thing to note here is that you cannot ask the maintenance receptionist to follow up the return visit, because customers may not tell the truth in front of the maintenance receptionist. So you need to find someone else to do the follow-up visit, such as the maintenance receptionist's assistant.

Case

Some people think that they must ask about specific repairs during follow-up visits. For example, ask: "You replaced a water pump, is it still leaking? Is it still ringing?" Is this appropriate to ask?

If an experienced technician calls back for a visit, there is no problem in asking like this; if an information person who does not understand technology calls back for a visit, there may be problems with asking like this. The customer said: "It seems there is still a little leakage, there is a pool of water below." Then the information staff ran to the back angrily to report that the water pump you repaired leaked again. But if it is a technician, he will ask the customer: "What color is that water?" If the water is transparent, he will say to the customer, "That is normal, that is air-conditioning water." If it is green or Blue means the antifreeze may be leaking.

So if you call for a return visit, you can ask him this way: "Mr. Wang, after you repaired the car that day, what is the overall condition of the car now? Are there any problems after the engine repair?" "If there are still problems, he will tell you. If there are no problems, he will say: "The overall situation is good." This is a follow-up visit.

2. Benefits to customers: Make customers feel noticed and cared for; Provide customers with an opportunity to reflect their opinions on this maintenance; If they are not satisfied, the maintenance center will take remedial measures.

3. Benefits to the enterprise: Improve corporate image; Improve customer satisfaction and loyalty; Can generate new appointments with customers.

Summary of this lecture

This lecture mainly describes how the maintenance center receives customers. Starting from the service process, it tells what the process is and the characteristics of the process. Then it describes the six links of maintenance services, specifically pointing out the issues that should be paid attention to in each link and the benefits of this link to customers and enterprises.