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Special Order Parts Return Process Options - Part 3
by: David Dietrich
This is Part 3 in a five-part article.
V. Parts Department Contacts Customer for Installation
Another of the more traditional methods to handle the special-order parts process is to have a Parts Department employee contact the customer. The initial ordering process is very similar to the Service Advisor contact technique. After the order is placed the service advisor contacts the customer to notify them that a part is being placed on order. As in the prior technique, this notification takes place when the service advisor contacts the customer upon job completion and again at the time of pick-up. It is still suggested that the customer copy be stamped or a sticker affixed to indicate to the customer that a part has been ordered.
As with the previous technique, the parts department notifies the service advisor responsible for the order when the part arrives. Again, the standard 4 to 5-part special order form may be utilized. A copy would go directly to the service advisor. The computerized form may also be utilized in this method if the computer is being used as part of the special-order part system. A printout of the screen using a slave printer or the generation of a report by an advisor can be used. Access must be given to this special-order parts screen to the service advisors.
The customer notification process differs from the others previously reviewed. Upon part arrival, someone from the parts department will be charged with the task of notifying the customer. Again, the preferred method is a personal phone call to a daytime phone number for the customer. A pager number or E-Mail address may also be used. If an answering machine is reached during a daytime phone call a postcard should be mailed as a backup. It would be wise to send a postcard whether someone has been contacted or not.
The parts department has the part or parts in their inventory and will try to get the customer back to the dealership to get them off the shelf. If cooperation between parts and service is strained the parts manager will ensure that customer notification is done. The parts department will get contact made to avert sending the parts back within 30 days if the manufacturer offers a return program, adds to idle inventory, or uses earned obsolescence credit to return the part. The liability of using this process includes a shortcoming in customer communications. If a customer is contacted by phone the first request to follow is for an appointment time. This will usually result in the parts department transferring a call to the service department, another transfer may be necessary to the appropriate service advisor, the service advisor may be assisting others or not be available, or the phone may not be picked up at the appropriate time. If the parts department is bearing the responsibility of customer notification there is the probability the service advisors aren't doing an adequate job of letting them know the parts on order. The service advisor originated the transaction with a repair order and it is only logical to assume that’s where it should end. There can be a lower standard of customer satisfaction.
VI. Special Order Part Installation at Customer’s Home or Office
There is also a non-traditional process being adopted for completing the specially ordered parts cycle, and part installation at the customer’s home or office. This is a growing trend throughout the country. Instead of having the customer come to the dealership for installation, the service department goes to them. This technique can result in higher levels of customer satisfaction and at the same time help to reduce return visits to the service department by customers requiring additional parts installation.
One of two appointment process options requires the service department to schedule mobile installation after receiving the part. Upon receipt of the specially ordered part or parts, it will be necessary for the service advisor to contact the customer and secure specific information from the customer. The date and time of the appointment must be set with a number of factors in mind. The location of the car at the time of the appointment is obviously of prime importance as well as the location of the keys for use by the mobile technician. We must also verify the phone numbers for both the day prior to the appointment and the day of the appointment for effective communication with the customer. The appointment is scheduled on the mobile service scheduling system. Prior to the visit, the part is inspected to ensure the accuracy of ordering and quality. The customer is then contacted the day prior to the appointment to confirm all arrangements for installation. On the day of the appointment, the customer is contacted before departure from the dealership. Communication is essential to avoid unnecessary delay or even cancellation after the mobile unit arrives at the agreed-upon location. Policy and procedure guidelines for warranty replacement parts must be adhered to as outlined by appropriate documents or manuals. After completion of the installation, the mobile technician must acquire the customer’s signature on the repair order and return it along with the defective part. Warranty repairs require no reimbursement by the customer; however, any customer-paid transactions should be prepaid prior to installation of the part. This may be done either by having the customer pay for the entire repair prior to leaving the dealership upon ordering or by acquiring a credit card number and billing the repair upon return from installation.
The other appointment option is the pre-scheduling of the installation prior to the customer’s departure from the initial vehicle pick-up. All of the steps above such as the acquiring of all necessary information, communication steps preceding the actual installation, and the following of all applicable policies and procedures should be followed. The obvious variation is that the appointment is set prior to the departure of the customer when the order is generated so that no call is necessary upon receipt of the parts. The parts department is responsible to schedule the mobile service vehicle on the day of installation based on the information concerning the appointment indicated on the special-order form. Contacting the customer, the day prior and the day of the appointment can become the responsibility of the service advisor that initiated the transaction or a designated parts employee responsible for coordinating the mobile vehicle service.
As with any of our previously discussed processes, there are specific assets and liabilities to be considered before developing mobile service and special-order parts installation. The current capacity issues in many dealerships have given credibility to alternative means to reduce traffic without diminishing revenue. Installing parts through the use of mobile service will reduce the number of vehicles returning to the service department thereby freeing up appointment time. It is feasible that this approach may also increase sales of maintenance and light repair items by performing them on location. From the perception of the customer, this represents an increased level of service provided by the dealership which could result in improved customer satisfaction scores. Careful consideration of this form of service must also include a review of the potential pitfalls. The most obvious of these is the additional communication required to ensure consistent performance. Contacts with the customer are increased by having to verify the location of the vehicle and the specific times it will be there. This is in addition to the required contacts for notification and appointment setting. In order to perform mobile installation a vehicle with the proper equipment and tools is an obvious necessity. The expense associated with this as well as the manpower requirements should be calculated and weighed against the anticipated return. If the installation of warranty components is done a higher skill level may be required thereby increasing the personnel expense incurred.
From a complete Service Department Assessment to targeted Classroom Service Advisor Training options, I am here to assist you with all of your Fixed Operation improvement custom-tailored to your specific needs. For more information feel free to contact me anytime at (205) 329-3735 or daviddietrich@m5ms.com.
Continued next week in Part 4! |
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