Benefits of Active Delivery:

Break Down the Repair Order (RO) – Explain each line item on the repair order, ensuring the customer understands the work completed and the value of each service.

Soft Sell the Next Service – Use data-driven insights, such as manufacturer recommendations and past service history, to suggest upcoming maintenance without pressuring the customer.

Prepare the Customer for Future Services – Inform them about expected maintenance and possible future repairs, helping them plan and budget accordingly.

Mentally Prepare Them for the Price – Provide a transparent quote and explain the cost breakdown, reducing sticker shock and increasing customer satisfaction.

Improve Customer Retention – Customers who fully understand their vehicle’s needs and trust their service provider are more likely to return for future maintenance.

Enhance Customer Experience with Data – Leverage vehicle history and predictive maintenance data to personalize recommendations, making customers feel valued and informed.

Process for Active Delivery:

Review the Repair Order Before Meeting the Customer – Ensure you understand all services performed and anticipate any questions the customer may have.

Meet the Customer with a Positive Attitude – Deliver the completed service in a friendly and professional manner.

Walk Through the Completed Services – Explain each service, why it was necessary, and how it benefits their vehicle’s performance and longevity.

Use Visual Aids When Possible – Show old parts, fluid conditions, or photos to reinforce recommendations and build trust.

Discuss the Next Recommended Service – Use data to explain when their next service is due and why it’s important.

Address Any Customer Questions – Encourage them to ask questions and clarify any doubts.

Confirm Customer Satisfaction – Ensure they are happy with the service and thank them for their business.

Follow Up – A quick follow-up call or email after the service can reinforce trust and keep them engaged for future visits.

Key Takeaways

• Always approach the customer warmly and professionally.
• Use the walk around as a tool to identify concerns and recommend necessary services.
• Engage the customer by asking questions about their vehicle’s condition.
• Reinforce that this process is for their benefit, ensuring a smooth and transparent service experience.
• Utilize the active delivery process to enhance customer experience, improve retention, and increase service revenue.
• By making the walk around and active delivery a standard part of your service process, you build stronger relationships, enhance customer trust, and create additional revenue opportunities while improving overall customer satisfaction.