Along with quality products, customers expect quality service from the parts department. Do customers know you and your staff as professionals who will do what you said and when you said you'd do it?
Do customers trust you and your staff's judgment? If the customer doesn't know what he or she needs, can they count on you and your staff to help them make the correct choice?
When something goes wrong, do you and your staff treat the customer with understanding while quickly becoming solution based?
Does your appearance, your staff's and the overall look of your parts department reflect professionalism to existing and first-time customers? Who you are and how customers perceive you is as important as the quality of what you sell and how much you sell it for.
Where can you begin in your quest to provide superior customer service?
The first step is a good honest self-evaluation about you and your staff's commitment to quality customer service and willingness to help the customer make the correct buying decision.
One potent and simple way to gauge your effectiveness for delivering top customer service is ask yourself, “If I were a customer, would I do business with me?”
Take this test I developed based on customer service research. As you complete the questions, keep in mind that “service” is the level of customer service provided to customers, not their vehicles. Be honest with your answers.
Gary Naples is a parts consultant to dealers and manufacturers. He's authored two books on parts management. He's at 570-824-1528/[email protected].
|1.||Based on your experience with customers, taking a buyer's point of view, would you say you are reliable, doing what you say you will do for the customer when you said you would do it?||____||____||____|
|2.||Do you consistently deliver on service promises you made to customers?||____||____||____|
|3.||Have your customers increased their effectiveness and profit performance by doing business with you?||____||____||____|
|4.||Aside from your business dealings, could you say that most of your customers think of you as a friend?||____||____||____|
|5.||Are you responsive; do you do things in a timely fashion with the needs of the customer in mind, not your own?||____||____||____|
|6.||Are you effective in helping to solve customer problems?||____||____||____|
|7.||Do your actions assure customers that they are doing business with a well-trained, skillful service professional?||____||____||____|
|8.||Would you describe your image as one of honesty, and straightforward sincerity?||____||____||____|
|9.||Is integrity a most important word in your vocabulary?||____||____||____|
|10.||Are you empathetic Do you recognize your customers' emotional state in order to help you determine the best way to effectively and professionally provide service to them?||____||____||____|
|11.||As often as possible, would you say you handled customer complaints to their complete satisfaction?||____||____||____|
|12.||Does your physical appearance (grooming, dress, personal hygiene) and appearance of work area convey professionalism and organization?||____||____||____|
|13.||Would most of your customers continue dealing with you even if a competitor approached them with slightly lower prices?||____||____||____|
|14.||Do you view serving customers as the most important function of your job?||____||____||____|
|15.||Could you honestly say that your customers receive special benefits from dealing with you that they would not otherwise receive from others?||____||____||____|
|You should have been able to answer the first two questions with a definite, indisputable and irrefutable YES. Otherwise, here's the scoring: Multiply the total YES answers by 10. NO, and DON'T KNOW answers receive no score. If you score 130 or higher, it's your customer's pleasure to do business with you. Scoring 110-120 is commendable, with room for improvement. A score of 100 or less requires immediate attention.|