Enjoying what you’re reading? Sign up now.

Subscribe
Search

Liabilities Putting Your Service Department At Risk

Gauge meter showing low and high risk levels
Article Highlights:

  • Service department liabilities can cost you thousands in fines.
  • Digitization can help alleviate those risks and protect your dealership.

In a world where everything can be done securely at our fingertips, why do we continue to spend time doing tasks manually that open ourselves to human error? Especially when there are resources to speed up and improve the process.

In the automotive industry, the service department faces a lot of threats when completing processes manually. The opportunity for problems to arise is constant, and if it hasn’t yet, it’s going to leave your dealership with unhappy customers and a mess for you to clean up.

Situations such as a lack of document tracking, disorganization, lack of accountability among associates, or lost or damaged documents are all common liabilities dealerships face.

Why don’t we put these examples into perspective?

Say you are hit with an RO audit and you’re expected to produce 100 random ROs. In preparation, some of your employees may dedicate full days looking for the requested ROs and making sure everything is in order. If you are unable to locate even one, you could potentially face thousands of dollars in fines. Not only do your employees waste time looking for paper, but money is wasted when more productive and profitable tasks could be the focus instead.

To give you another example, when you present recommended services on paper, there is no real way to prove a recommendation was presented. If something goes wrong on a vehicle, the customer can claim you didn’t recommend that service. Without timestamps or another way to prove the recommendation, it becomes a game of “he said/she said”. And most often, the customer wins that argument.

Digitizing your processes and documents gives you the ability to retrieve the document you are looking for, saving you in more ways than one. It is accessible and in your hands instantaneously. Everything is quick, simple, and in one place.

Digitization can also make up for manual processes by allowing the employee to indicate what was discussed during each visit with the customer. It is done by storing a great amount of information and detail about each interaction. If there is ever a discrepancy between the dealership and customer, the dealership is able to pull up the documentation, share it with the customer, and provide any answers they need. The dealership is able to maintain documents from each customer more efficiently, leading to improved customer satisfaction.

Ultimately, digitization leads to better practices within the service department and dealership. Investing in the technology that digitizes your records and enhances your service department is going to protect you from the liabilities that are putting your service department at risk today.

Share this Article

Product Planning, Reynolds and Reynolds

Jeff Adams is a Product Planning manager for Service applications at Reynolds and Reynolds.

Related Articles:

New Year, New Fixed Operations: Prioritizing Customer Experience

That “new year, new me” mantra is difficult enough to achieve on a personal level, let alone an organizational one. As the holiday season comes

Two service technicians examining the underside of a vehicle.

Recon Roles Part 3: Turning More Wrenches as a Technician

Walk through three ways you, as a technician, can focus on the job at hand to keep the reconditioning cycle moving quickly and smoothly.

Engage with your service customers in the waiting room.

4 Ways to Engage with Waiters in Service

You worked hard to get customers in your store, don't let them slip through your fingers.

Dealership Kiosk

4 Simple Steps to Bring in More Kiosk Traffic

Technology is present everywhere in your dealership. When implementing new, valued-adding technology customers get to interact with, one of the most important aspects is making