Service Department Failure this Morning

This morning I had a run-in with a service department that could have gone the extra mile, but because of a lack of technology they didn’t.

The driver’s side headlight burnt out on my 2006 Chevy Equinox… After I popped open the hood to see if it was something that I could replace myself, I quickly noticed that access was going to be a problem, and figured it would be easier to head to the dealership…So off I went…

Upon walking into the dealership I was asked for my name, contact information, and vehcile information. (Which they should have already had as I purchased the vehicle from them) Next “Mike” asked me what was wrong with the car, and quickly took the keys, and said “No problem it will be about 15 minutes…”

About 60 minutes later “Mike” Appeared (Embarrassed) in the waiting room and told me that they had to take off the front bumper to get access to replace the headlight, and it was going to cost more because it took an hour of shop time. He apologized profusely, and said he had no idea it was going to take this long.

Here is how an intelligent system could have increased customer service.

  1. When I walked in the door and provided my name, “Mike” could have known all of the vehicles purchased, and serviced at his dealership, and simply asked me which car I needed help with today
  2. The system could have notified “Mike” that headlight replacements on my Equinox will not only take longer than expected, it will also cost twice as much.
  3. Mike could have conducted an initial inspection, to see if I had any additional damage that might need to be repaired, and potentially up-sell me. In this case I have a Windshield Chip, and would have gladly had it fixed at the same time if only he had asked. Not to mention this initial inspection, limits liability.
  4. Last but not least, Automatic lead nurturing. Perhaps if I didn’t have the time to get the windshield chip repaired today, maybe the system could automatically send a reminder with a link that would have allowed me to schedule my own repair at my convenience.

Instead of getting mad I got an appointment with the service manager to discuss my findings next week.

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