Using Service Price Guide is essential; it allows Service Advisors to provide accurate, quick, and consistent price quotes for Customer Pay Labor. Quick and accurate quotes increase Customer Satisfaction and profit. Dealer Management Software such as Reynolds & Reynolds, ADP, and Dealertrack have developed sophisticated Service Price Guides that are easy to use and increase productivity.
Unfortunately many dealers are not using this valuable tool. As a result customers receive information that is inaccurate or it just takes too long for the Service Advisor to track down the price of parts and labor. We live in a fast paced world and service customers expect a quick and accurate quote as opposed to being put on hold for indefinite amount of time.
Whenever I mystery shop Service Departments all too often I encounter Service Advisors that can't provide a job quote in a timely manner or the price is too high, and that's the best case scenario. In a worse case scenario I am put on hold or transferred to somebody's voicemail. In comparison when I mystery shop independents, they are generally better at providing quotes quicker and their quotes are usually lower compared to franchised dealers.
Answering a customer's inquiry is the first and only opportunity for the Service Department to impress and convince the customer to do business. Utilization of Service Price Guide conveys sense of professionalism and contributes to the bottom line. There is also correlation between quick and accurate quote and increased appointment ratio. Moreover, Service Advisor can easily convert a saved quote into an appointment at a later point in time. To maximize profitability Service Price Guide have additional modules that provide recommendations for related repairs and scheduled maintenance. Communicating these recommendations will ensure repeat business and additional revenue.
I recommend that each Service Manger configures a Service Price Guide and runs Utilization Report on a daily basis to ensure that Service Advisors are using it. Implementation and Utilization of Service Price Guide will increase profit and customer satisfaction.