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- Techs dictating service dept. policies

To create a customer-focused service department. - Techs dictating service dept. policies. - Providing loaner cars. - Labor rate for profit too high to create customer loyalty. - ASM understanding the customer’s needs. - ASM’s desire to satisfy customer.

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- Techs dictating service dept. policies

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  1. To create a customer-focused service department. - Techs dictating service dept. policies - Providing loaner cars - Labor rate for profit too high to create customer loyalty - ASM understanding the customer’s needs - ASM’s desire to satisfy customer - Customers wait 30 minutes for ASM in the morning - Appointment system underutilized - Car wash delays - ASM not knowing the customer’s name -Appt process/3 wks wait time - Service manager not giving feedback to ASMs • Quality control process not always • implemented • Blaming for inefficiencies in • department

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