M5™ is a performance improvement coaching firm that specializes in advancing fixed operations of auto dealerships around the world. Our website is a great venue to view our company’s goals, objectives, and philosophy in serving our clients.One of our main goals is providing state-of-the-industry ideas and techniques enabling our clients to advance their level of performance in fixed operations. Be sure to visit "Meet Our Staff" to view our greatest asset: our people! Our professional team knows how to effect positive change and they do it with a high level of passion and enthusiasm.
Most Service Advisors offer a promised time to every customer when they leave their vehicle at the dealership for service. More often than not, the same Services Advisors when dealing with a customer waiting at the dealership just send them to the Customer Lounge stating that I’ll call you when your vehicle is ready.
In this series we give you small tips to improve your Fixed Operations department.
Anybody that has been in this industry knows the basic 3 C’s of a repair order. This is how the service department primarily functions. Concern or Complaint is the reason the car is here. Cause is what happened or why it happened. Correction is what we did to fix it. However, there are 3 more little known C’s that can really make a difference in your service department. They can be the difference between success and failure. These other 3 C’s are hardly known, seldom talked about and rarely practiced. The difference between a very successful service department and a not-so-successful one is the balance and possession of all three and to be able to execute them and maintain them at all times. They are as follows:
Commitment, Communication, and Consistency