Express Service retains more customers and increases profits

What was the Problem?

• The dealer (part of a group) was losing customers to independent garages and discounting work to fill its workshop
• Although this filled the workshop profitability was affected and the booking lead time was often variable – which dissatisfied regular customers
• Due to historical issues, the technician base cost was high
• Sold-outcomes from health-checks were variable, work was not found early enough in the day to sell it, or, if the workshop was full, no sale was attempted
• There were major parking problems on site – especially so when the workshop was full

Countermeasures:

• Involved 2 technicians in developing an Express Service in 30 mins plus service wash to return car in 1 hour
• Improved planning, parking and reception processes

Outcomes:

• Service work efficiencies of 175% to 255% – Average 220%
• Improved Right First Time on Time = reduced dissatisfaction
• Better customer engagement at reception = better upsell
• Capacity to deliver more complicated jobs with same resource
• Reduction in parking problem

First stage improvement opportunity £120,000.  Next stage in progress