best practices for your shop - courtesy services procedure

Customers need to feel comfortable knowing they will get the same quality of service each and every time they drive into your store. That’s why we suggest using the 3 “E”s to help promote consistency within Standard Operating Procedures. This means everything is done to every car each and every time.

With all the various processes and procedures in your store, the following is an example of how a consistent procedure, such as courtesy services, can benefit your operation. Consistency in performing courtesy services is two-fold. Standard procedure is to ensure that all courtesy services are completed in a timely and efficient manner.

Courtesy services include:

  • Exterior window cleaning
  • Vacuuming the interior
  • Checking tire pressure

Standard Operating Procedure calls for window cleaning first, vacuuming second and checking tire pressure last. There are two reasons for completing the services in this order. By washing the windows first, the tech has a damp towel to wipe and clean their hands before entering the vehicle to vacuum. After completing the interior portion of the courtesy service, the tech should move on to the tires, which is the part of the service they will get their hands dirty. When the next vehicle arrives for service, the cycle repeats itself by allowing the tech to start with the window cleaning so their hands are clean to move on to the interior.

The second reason for doing services in this exact order is if a bay tech completes the service on a vehicle in his bay and does not have another vehicle entering for servicing, he could look to the adjoining bay and see what the courtesy tech is doing. If the tech is vacuuming the car, the additional tech knows immediately that the tires have not been checked, allowing him to slide over and start on the tire check services. He does not need to interrupt the courtesy tech to ask questions, instead he is able to jump in and start on the next task.

Consistency builds a confidence level for both your employees and customers that enhances customer service and ultimately, results in a better bottom line.

Questions? Comments?  We’d love to hear them!  Contact us at: isi@ints.com