Digitizing For Liftoff
Proactive Communication
Regardless of when we start, the number one thing customers expect that most dealerships fall short of is adequate communication throughout the service cycle. Even if there is no update to communicate, communicate that to the customer at the agreed-upon touchpoint. Set the expectation on the timeline with customers upfront so they aren’t left to fill in the blanks themselves.
Get as much information upfront as possible so surprises don’t occur once a job starts, and so you can set expectations with the customer upfront. Have customers take pictures of items that need to be fixed or replaced in advance to have a better understanding of the job. Texting is a great way to collect this information pre-ops and expedite the check-in time.
The optimal cadence to communicate with customers throughout a job is at least once a week. No update is an update, and not getting an update is the worst thing for a customer. Moreover, make sure that the information you’re communicating is correct, like if parts have arrived.
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The Next Frontier of RV Dealership Management
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