Tim’s Top Tips on Components of 100% Service Satisfaction
by Tim Page
Components of 100% Service Client Satisfaction
Retail Facility
- Honesty, Integrity & Trustworthiness
- Convenient hours of operation
- Competitive labour pricing (door rate)
- Competitive parts pricing
- Cleanliness & convenience of client lounge
Tim’s Top Tips: 32%
Ease of Appointment/Check In Process
- Professionalism & courtesy of service reception and service consultants
- Convenience of appointment and accommodation capacity
- Understanding of service concerns & requirements
- Promptness of work order confirmation and creation
- Dedicated sincere care and consideration in greeting and being of service
- Confirmation of previous vehicle history and followup
Tim’s Top Tips: 16%
Conduct of Business & Expectations
- Good reputation
- Reliability, serviceability, and trust
- Quality of Work
- Well trained efficient and effective technicians
- Support of all products & services
- Fair pricing
- Fix it right the first time, on time & on budget
- Option for quick or express service
- Comfortable client lounge & facilities
Tim’s Top Tips: 8%
Performance of Service
- Fixed right the first time
- Appropriate time of service to effective repairs
- Quality of work
- Communication on work status & progress
- On time completion of work promised
- Parts available for the repairs or service undertaken
- Ability to communicate directly with the technician
Tim’s Top Tips: 24%
After Service & Follow-up
- Promptness of communication when vehicle is ready
- Explanation of work performed
- Accuracy of actual cost versus estimate provided
- Adequate explanation of service performed and related charges
- After service follow-up
Tim’s Top Tips: 20%